To understand the value of the asset management perspective for Smart Services To provide some examples to show how the perspective of Asset Management can create more value for Smart Operations and Smart Maintenance Smart Maintenance Conference, Zürich 12-13 February 2020

1. Using the perspective of asset management to create
value for Smart Operations and Smart Maintenance
Smart Maintenance Conference, Zürich
12-13 February 2020
Dr. Shaun West

2. Smart Maintenance Conference, Zürich, 12-13 February 2020| Dr Shaun West
Purpose
To understand the value of the asset management perspective for Smart Services
To provide some examples
to show how the
perspective of Asset
Management can create
more value for Smart
Operations and Smart
Maintenance
Introduction to asset management
Drawing lessons from case studies
A practical frameworks for developing smart services
Reflections

3. Smart Maintenance Conference, Zürich, 12-13 February 2020| Dr Shaun West
INTRODUCTION TO ASSET MANAGEMENT
http://bit.ly/3aSJFqs

4. Smart Maintenance Conference, Zürich, 12-13 February 2020| Dr Shaun West
Lifecycle analysis
Beginning of Life
Design
Product
design
Process
design
Plant
design
Manufacture
Produc-
tion
Internal
logistics
Middle of Life
Distrib-
ution
External
logistic
Use/
operate
Optimize
Support
Train Maintain Repair
End of Life
Upgrade
MOL2
Retire
Reverse
logistics
Recycle Resell
Introduction to asset management
The perspective of asset management and the PLM
We need to learn to consider different perspectives

5. Smart Maintenance Conference, Zürich, 12-13 February 2020| Dr Shaun West
Introduction to asset management
Many production lines, many factories, many people, many firms…
It is hard to find the starting point in such a complex world

6. Smart Maintenance Conference, Zürich, 12-13 February 2020| Dr Shaun West
Introduction to asset management
Many production lines, many factories, many people, many firms…
How do I effectively
match demand with
capacity?
Why do we lose production
– we follow the OEM
recommendations
Why is the information
spread across so many
systems?What are the “real”
marginal costs of
production
How do I increase
capacity cost effectively
Maintenance
Operations
OEMs and system
integrators

7. Smart Maintenance Conference, Zürich, 12-13 February 2020| Dr Shaun West
CASES
http://bit.ly/3aSJFqs

8. Smart Maintenance Conference, Zürich, 12-13 February 2020| Dr Shaun West
Cat https://www.youtube.com/watch?v=N7tb5R1PGNw&
Cases – operations support
CAT provide services that improves operations and support maintenance
Asset management is much
more than predictive
maintenance.
Taking the perspective of
operations leads to new
opportunities
Many questions are addressed in this one video (operations, maintenance, safety…)

9. Smart Maintenance Conference, Zürich, 12-13 February 2020| Dr Shaun West
Cases – maintenance services
Improving field service efficiency
Transformation of data to wisdom and in doing so codifying the business processes
https://www.servicemax.com
It is important to improve
productivity of the service
technicians.
This requires structure to the
approach and a willingness
to adopt new work practices

10. Smart Maintenance Conference, Zürich, 12-13 February 2020| Dr Shaun West
Cases – equipment upgrades
Using predictive approach to create value for the asset manager
Transformation of data to wisdom and in doing so codifying the business processes
The identification of pre-
failure conditions five days
before the failure converts
an unplanned event into a
planned event.
Remember to communicate
the business value!
https://youtu.be/KCi-21c5QUE

11. Smart Maintenance Conference, Zürich, 12-13 February 2020| Dr Shaun West
Cases – supporting routine maintenance
Co-working with inspection process integration
Integrating inspection tools with processes provides move value through co-working
By integrating the field
inspection with experts and
documentation the work is
correctly completed and fully
reported
https://librestream.com/solutions/aircraft-maintenance-inspections/

12. Smart Maintenance Conference, Zürich, 12-13 February 2020| Dr Shaun West
Cases – planned inspections
Supporting routine maintenance and delivering operational excellence
SOP integration increases the ‘stickiness’ with the customer
Development of an app-
based SOP for routine
maintenance linked the
maintenance and production
teams with the OEM

13. Smart Maintenance Conference, Zürich, 12-13 February 2020| Dr Shaun West
Cases – supporting dealers, barristers and drinkers
Coffee machines provide more cross business examples of Smart Services
https://youtu.be/kzCr3J0H-Lc
This digital service scores
highly in the on the Smart
Service index.
The example is relevant to
high quality equipment
manufacturers.

14. Smart Maintenance Conference, Zürich, 12-13 February 2020| Dr Shaun West
Right information
Right time
Right form
Right person
Right action
Right data
PRACTICAL FRAMEWORK FOR
DESIGNING SMART SERVICES

15. Smart Maintenance Conference, Zürich, 12-13 February 2020| Dr Shaun West
Practical framework for designing Smart Services
Service-Dominant Logic helped us to create a framework for Smart Services
Major
dimensions
Key characteristics
Score
1 (worst) 5 (best)
Service
Ecosystem
Flexibility & integrity
No flexibility, no additional
integration
Open system built on a flexible
and integrity architecture
Shared view
Limited understanding today, no
future view
Clear shared view, today and in
the future
Actor roles Not defined Multi-roles
Architecture closed Open and secure
Service Platform
Modular structure No
Highly modular, with 3rd party
integration
Rules of exchange Poorly defined Clearly defined
Value
Co-creation
Value creation between actors One-way, single-actor Two-way, multi-actor
Interactions between diverse
actors
Two actors Multi-actor
Accommodation of roles Two roles only Multi-roles/ multi-actor
Resource integration Single resource Integration of many resources
This gives us a Smart Services' index – an indirect measure of value

16. Smart Maintenance Conference, Zürich, 12-13 February 2020| Dr Shaun West
Practical framework for designing Smart Services
We use the Data2Action framework
This framework provide structure, allowing us to focus on value co-creation in a structured way

17. Smart Maintenance Conference, Zürich, 12-13 February 2020| Dr Shaun West
REFLECTIONS

18. Smart Maintenance Conference, Zürich, 12-13 February 2020| Dr Shaun West
Smart
Smart
many actors
many apps
many sensors
many machines
many OEMs
few actors
few apps
few sensors
one machines
one OEMs
Reflections
App-ization vs System-Thinking
The technology provider need to adopt a system-thinking approach
Smart services are
different to single apps,
they support the
customer(s) to achieve
their outcomes

19. Smart Maintenance Conference, Zürich, 12-13 February 2020| Dr Shaun West
Reflections
Designing Smart Services for asset management
The asset management
perspective allows firms to
better understand the value
co-creation before focusing
on a single task. xxxxx
Understand the problem space from different perspectives
The digital twin can link different lifecycle phases
Many simple micro-services can create value
Learn to integrate micro-services together

20. Smart Maintenance Conference, Zürich, 12-13 February 2020| Dr Shaun West
For more information please visit slideshare.net/ShaunWest
Who we are…
Collaboration is key with the development of digital twin enabled services
2

21. Smart Maintenance Conference, Zürich, 12-13 February 2020| Dr Shaun West
Thanks for your time!
Questions over coffee Slides posted on slideshare.net/ShaunWest
Expert Group Smart Services
Our mission is to identify and apply best practice methodologies for
designing data-intensive services that create personal and business
value of data for users in their specific context