Touch IoT with SAP Leonardo

Transcription

1 Touch IoT with SAP Leonardo Prototype Challenge - Template Smart Management of Water Purifier Systems based on IoT Pradipta Bagchi 2017 SAP SE or an SAP affiliate company. All rights reserved. Public 1

2 Story Summary The service manager for a Water Purifier Company requires a holistic solution to monitor and manage service calls for Domestic and Industrial Water Purification systems installed in Offices and houses in the Salt Lake city area of Kolkata 2

3 Story (Contd.) Story Line The service manager is interested in finding out the relevant operational parameters of the water purifier system in order to reduce the downtime of a unit and also to optimize the usage of the workforce. The service manager wants to be notified immediately if the operational parameters are found to be outside the specified limits which is an early warning of an impending failure. If the service team receives such an alert they will diagnose the problem remotely and will try to rectify the problem remotely by adjusting the various parameters of the water purifier system If the outcome of this remote investigation suggests that the technician needs to visit the premises then depending on the degree of the problem the Technician will plan a visit. Before this visit the service technician is aware of the nature of the problem and he can carry any spare parts which needs to be replaced to rectify the problem. The Service Manager can do some predictive analysis and he can identify the right time when a machine requires a preventive maintenance. The Geo spatial inform of the machine will help the service manager to plan the route of the service technicians in an optimal way so as to reduce the fuel cost 3

4 Persona Sujoy Service Manager I want to ensure that our customers will get an uninterrupted clean and pure water and provide an efficient service Background 40 years old, married, Mechanical Engineer 17 years working experience, manages Service Engineers team (20 member team ) for last 2 years Identified various areas to improve the overall efficiency of service and enhance customer satisfaction. Also identified a few levers to reduce cost to reduce Pain points Responsibilities Manages team of 20 service technicians Perform regular maintenance tasks to ensure Correct working conditions. Rectify Water purifier system related problems promptly. Regular performance feedback to service engineers Main Goals High customer satisfaction by providing an Efficient and effective service. Reduce unit downtime to a minimum level Management of regular maintenance Intervals in an intelligent manner Early information about the operating conditions not available Frequent on-site calls to diagnose and fix simple faults. Multiple on-site calls to detect and rectify the same problem Inefficient service routes management causing delay and cost leakage Needs Need real time insights to the water purifier s operating condition Need to identify the abnormal operating condition before it gets worsened and the unit fails. Need for remote fault finding, analysis and resolution. Need to reduce the onsite calls and also need to do optimal route planning to reduce the cost. 4

5 Point of View As a service manager I need a mechanism to track the operating condition of the Water Purifier systems on a real time basis so that I can predict any failure and my customers will get uninterrupted clean and pure water supply in both office and residence 5

6 User Experience Journey Actions Mindset The Service Manager receives a call from a very important customer that water purifier is not working and it is not dispensing any water at all. Oh no, we need to fix it immediately as the unit is not dispensing any water and it is one of the hottest days of June. Sujoy checks the service history of this unit and found that the routine maintenance is due in 3 weeks time. We should have checked this unit earlier and possibly could have prevented problem Sujoy creates a job order and immediately sends a technician Jyoti to check the unit Jyoti will be sent to check this problem, he is one of our best technicians Once Jyoti arrives there, he did a thorough checking of the water purifier unit and realized that the filter needs to be replaced. Oh my god! I am not carrying that parts. Jyoti explained that to the customer that the Filter needs to be replaced but unfortunately he is not carrying that and that needs to be shipped from some other store Issue fixing is taking long time. Next day afternoon Jyoti again arrives at that customer premises, replaced the filter and the water purifier again started working. The repairing job is taking more than expected time. Feeling Dejected Dejected Happy Touch point Customer call Service history Maintenance schedule Service order Technician Customer Contact person Water Purifier defective 6 part Contact person Parts store Water Purifier New part Maintenance tasks

7 Prototype Mapped Connected On Supernova Water Purifier Distribution Partner: Hunter Force Notify Water Purifier Management Starbucks, Hauptstr. 6, Mannheim, Germany Overall Operational efficiency 94 % Filter Performance 100% 50 % Water Purifier Body Temp >= 40 Deg C Water Flow is less than 100 CC/minutes Filter Output < 80% Regular Decaf 20 min ago 1 day ago 1 day ago 0 % Body Temperature 30 C Te 2 pm 3pm 4pm 5pm 6pm 7pm 8pm Water Flow 100 cc/min 2 pm 3pm 4pm 5pm 6pm 7pm 8pm