Success Story Next Generation Mobile Digitalisation of service processes

Transcription

1 Success Story Next Generation Mobile Digitalisation of service processes

2 Agenda Siemens Healthineers Project Next Generation Mobile Process Technology Live demonstration Lessons learned Page 2

3 Agenda Siemens Healthineers Project Next Generation Mobile Process Technology Live demonstration Lessons learned Page 3

4 Siemens Healthineers Company Overview Page 4

5 Agenda Siemens Healthineers Project Next Generation Mobile Process Technology Live demonstration Lessons learned Page 5

6 Next Generation Mobile (NGM) enables the delivery of services at customer sites. Siemens Remote Service Customer Service Engineers (CSEs) will use the new mobile solution to deliver system services. Application Specialists will use the new mobile solution to deliver user services. System Services Technische System Services UserServices Services IT Services IT Services Management Services Services LifeNet Page 6

7 Reason: End of life of existing solutions was reason # 1 for kicking off Next Generation Mobile (NGM) project. Upcoming End of Life End of Support of ES400 hardware in 09/2017 End of Support of Microsoft OS 2019 Outdated CSE mobile handheld around the globe External and internal factors Flexibility to integrate new technologies and business areas Existing solutions Two vendors Several technical concepts Depend on device & operating system Page 7

8 CSS sponsor message from Dr. Heimsch, CEO of Customer Services NGM: global mobile standardized Page 8 at a reduced operating cost

9 The NGM project will provide THE standardized mobile platform for all countries. Product perspective IT perspective PRISM SCOUT In-vitro In-vivo eswitch mbutler Regional perspective ESP USA CHE ITA DEU JPN CHN GBR AUS FRA NED A single standardized common process foundation global solution across products and countries platform with state of the art technology Page 9

10 Initial situation, goals and scope Initial situation Upcoming End of Life End of Support of ES400 hardware in 09/2017 End of Support of Microsoft OS 2019 Outdated CSE mobile handheld around the globe Existing solutions Two vendors Several technical concepts Depend on device & operating system Page 10 Approach / Scope Technology NGM will be built using standard components (SAP mobile platform on AWS Cloud, HTML5) NGM shall be available on ios platform and Win 10 Multi -SAP-Backend capability Rollout Implementation of NGM connecting with German P45 System in order to gain a stable, working solution Implementation of NGM as part of the P58 Deployment Goal Globalization One global mobile solution for CSE and AS with one solution partner and one architectural platform Common Process Foundation One global support contract with equal terms and conditions

11 Today Change of Lifetime / User Principal Name PM 600 P58 GER Overall project schedule Calendar Year Month F M A M J J A S O N D J F M A M J J A S O N D J F M A M J J A S O N D J F M A M J J A S NGM Global Define Develop Test / Prep Rollout & Operate Germany with P45 Existing functionality with FORMS4mobile frontend Germany with P58 S4 S5 Test / Prep Rollout & Operate Switzerland and The Netherlands with P58 Develop In Time, Budget and Quality Test / Prep Rollout Operate Test / Prep Rollout & Operate Additional P58 Roll-Outs Sprint Test / Prep Rollout & Operate Page 11 Steering Boards

12 Agenda Siemens Healthineers Project Next Generation Mobile Process Technology Live demonstration Lessons learned Page 12

13 Customer Project Scope: NGM enables SCM service processes based on Regional Service process house ( Blue Book ). Sales & Marketing Healthcare Management Customer Services Commercial & Business Administration Sales & Marketing Customer Services CRM Product Marketing Product Sales Service Marketing Service Sales SCM Ticket Creation Clarification Job Planning & Dispatch Maintenance, Solution Finding & Repair Reporting & Ticket Closure Invoicing Customer Project Management Back Office Processes Support Processes Quality Management / Regulatory Affairs Partner Management Process Management IT - Management Procurement Communication Page 13 core project scope

14 Project Scope: NGM project supports service delivery at customer sites. Job Planning & Dispatch Coordinate dispatch of Customer Service Engineer Coordinate dispatch of Service parts, Tools and Test Equipment Coordinate dispatch of Application Specialist Maintenance, Solution Finding & Repair Perform on-site solution Finding & Repair Phone solution Finding & Repair Perform remote solution Finding & Repair Perform On-site Update Perform Remote Update Perform Application Support Reporting & Ticket Closure Service Ticket Update Handling Ticket Installation Ticket Maintenance Ticket Training Ticket Perform Application Training out of scope core project scope Page 14

15 PACE is the new mobile solution for Customer Service Engineers (CSEs) and Application Specialists. Personal Assistant for Customer Enablement Page 15

16 PACE provides a real-time collaboration platform. Job Planning & Dispatch Control and document service activities per notification (ticket): Manage tasks Document activities Obtain customer signature Manage time and material Record time Pick up material Return material Maintenance, Solution Finding & Repair Obtain information Notification Equipment Contract Address Service key Material availability Reporting & Ticket Closure Page 16

17 Job Planning & Dispatch Job Planning & Dispatch Maintenance, Solution Finding & Repair Reporting & Ticket Closure The service coordinator ( dispatcher ) in the Customer Care Center (CCC) assigns & releases the notification to the Customer Service Engineer (CSE) or Application Specialist. The Customer Service Engineer (CSE) or Application Specialist confirms Estimated Time of Arrival (ETA) task or Start Travel or Start Onsite Service Page 17

18 Maintenance, Solution Finding & Repair Job Planning & Dispatch Maintenance, Solution Finding & Repair Reporting & Ticket Closure The user documents all activities online or offline for all types of service Unscheduled Incident Pre-determined Maintenance Update Installation / Upgrade Application Training The user can order or process material. If necessary, the user is able to hand over (escalate) the notification to the Regional Support Center (RSC) Page 18

19 Reporting & Ticket Closure (1) Job Planning & Dispatch Maintenance, Solution Finding & Repair Reporting & Ticket Closure After completion of the assigned job the user reports the required information and sends back the confirmation. Page 19

20 Reporting & Ticket Closure (2) Job Planning & Dispatch Maintenance, Solution Finding & Repair Reporting & Ticket Closure After completion of the assigned job the customers signs the service report electronically. Page 20

21 Movie Page 21

22 Agenda Siemens Healthineers Project Next Generation Mobile Process Technology Live demonstration Lessons learned Page 22

23 Authentication Solution architecture PACE build on SAP & EVORA technology SAP Backend Systems SAP Gateway SAP Mobile Platform PACE SCD Intranet. Backend, e.g. P58, with customizing used by mobile Middleware with mapping providing multi backend functionality AirWatch (Mobile device management) Tablet and Siemens mobile infrastructure ensuring compliance with Siemens data protection regulations for mobile devices Page 23 PACE Component

24 In many countries old solution on ES400 devices will be replaced by the new PACE app installed on ipads. SCD Intranet PACE . By installing more apps you can turn your mobile device into your personal assistant. Page 24

25 ipad accessories Targus Hard Cover Case for ipad Air & Air 2 Smart fit case for ipad Air & Air 2 offers all round high performance protection USA Military-Spec drop protection- protects your device from 1.2m/4ft drops External Keyboard Logitech type + protective case with integrated keyboard for ipad Air 2, carbon black Front and back protection with textured feel Auto wake, auto sleep Functions with rechargeable Long-lasting battery ipad Pencil & Sticker ipad Adapter Micro-USB to 8-Pin Lightning Adapter Page 25 Dorothee Funke / Department HC IT CS -NGM

26 Design Thinking: Improve usability by drastically reducing the number of screens. 8 screens on ES400 (old device) 1 screen on ipad (new device) Page 26

27 Agenda Siemens Healthineers Project Next Generation Mobile Process Technology Live demonstration Lessons learned Page 27

28 And now its time for PACE Personal Assistant for Customer Enablement Page 28

29 Agenda Siemens Healthineers Project Next Generation Mobile Process Technology Live demonstration Lessons learned Page 29

30 Key Deliverables and Benefits Deliverables: Migration of the current business process into the global framework of NGM Business Process: Support of daily workflow of Field Service Engineers and Application Specialists, while working on a Service Notification (Ticket). Receive Service Notification from SAP Backend Document activities and worktime Obtain Customer Signature Update SAP Backend Page 30 Benefit for Germany: Intuitive User Interface Replacing the existing outdated infrastructure by state of the art technology Pioneer for P58/NGM Avoidance of big bang scenario

31 PACE avoids a productivity loss at the German service organization. Calculation of long-term productivity loss for Service in Germany without PACE: 7-digits on annual basis Improvement due to PACE: Reduced effort of 24 minutes per ticket : 12 minutes for CSE/App. Specialist (avoidance of phone calls & administration of service report via laptop) 12 minutes for back office/dispatch (avoidance of entering data manually in SAP, identify available CSE/App.) Without PACE additional productivity loss for: - Documentation of maintenance tickets (~ tickets via PACE Forms) - Documentation of complaints - CSE Sales: Sales Volume captured via PACE: 8-digits on annual basis Page 31 Dorothee Funke / Department HC IT CS -NGM

32 Most important: Select the right team! Expertise, collaboration skills and mutual trust to make decisions and promote the project goal Many experts with different knowledge Pursue 1 goal! Page 32 Dorothee Funke / Department HC IT CS -NGM

33 Offices in USA, Germany, India SAP and Mobile expertise: Mobility & Scheduling (Mobile Workforce Management) User experience expertise: SAP Fiori, SAP Screen Personas and Evora platform templates with SAP UI5 Partnerships with SAP, ClickSoftware and leading System Integrators Close personal contact to current SAP leadership team Page 33 Dorothee Funke / Department HC IT CS -NGM

34 Contacts Dorothee Funke Project Manager NGM Gregor Bender Managing Director Page 34