Delivering Predictive Service Through APM & Field Service Integration DAVID OVADIA Director of Product Marketing, APM GE Digital MICKI COLLART Sr. Manager, Product Marketing ServiceMax from GE Digital
Why transform field service? For Equipment Manufacturers High-margin services growth New business models For Equipment Operators Increase technician productivity Is software eating the world? Improve uptime
Why transform field service? For Equipment Manufacturers High-margin services growth New business models For Equipment Operators Increase technician productivity Is software eating the world? Improve uptime
Why transform field service? For Equipment Manufacturers High-margin services growth New business models For Equipment Operators Increase technician productivity Is software eating the world? Improve uptime
Why transform field service? For Equipment Manufacturers High-margin services growth New business models For Equipment Operators Increase technician productivity Is software eating the world? Improve uptime
Why transform field service? For Equipment Manufacturers High-margin services growth New business models For Equipment Operators Increase technician productivity Is software eating the world? Improve uptime
Putting the Prediction in Predictive Service
GE Digital s APM Improves Reliability, Minimizes Costs, and Reduces Risk Improve Availability & Reliability GE Digital s APM maximizes customer outcomes by balancing traditionally competing priorities. Outcomes Reduce Costs Manage Risk
GE Digital s APM Covers the Spectrum: People, Process, and Technology Criticality, Failure Modes Damage Mechanisms Strategy Optimize Plan Risk Change Strategy Operations & Maintenance Drive Work (repair) Re-evaluate Risk Analytics + Action Connect / Collect - Sensor Data / Alerts / Events - Inspection Data / Alerts / History Events
APM Business business case: Case: equipment Equipment manufacturers Manufacturers Optimize performance of assets to reduce asset lifetime cost and increase asset lifetime revenues. Pre-APM Post-APM Aftermarket revenue expansion Service revenue Equipment upsell Profit Profit Top/Bottom Line Business Value Cost Cost Reduce asset lifecycle cost R&D cost Warranty cost Service cost
APM Business business case: Case: equipment Equipment operator Operator Optimize performance of assets to increase reliability & availability, minimize costs and reduce risk Pre-APM Post-APM Top/bottom line Business Value Profit Cost Profit Cost Higher availability & capacity Lower Operation & Maint Cost Availability Reliability Maintenance interval extension Emergency repairs Workforce/part optimization
Equipment Performance APM Enables Predictive Maintenance More time to plan & Less equipment damage Functional failure Predictive Condition-based Equipment offline (trip) Time
Putting the Service in Predictive Service
What is ServiceMax? Six Categories of Field Service Management Application Functionality by Jim Robinson, Gartner, July 2016 DEMAND MANAGEMENT IoT Integration Customer Portal CRM Integration WORK PLANNING Scheduling Optimization Dispatch Parts Trunk Stock TECHNICIAN ENABLEMENT Scheduling and Routing Knowledge Base Installed Base Mgmt. Entitlements WORK ORDER DEBRIEF Time Material Expenses Work Debrief Close-Off ANALYTICS AND INTEGRATIONS Reports Dashboards Service Performance Metrics OPERATIONS Warranty Planned Maintenance Contracts Invoicing Reverse Logistics Depot Repair RMA
The Field Service Effect Increase in service revenue Increase in technician productivity 13% 18% GROWTH & REVENUE CUSTOMER EXPERIENCE Increase in contract renewals Increase in Net Promoter Score 11% 11% 13% AVERAGE RESULTS FROM OUR CUSTOMERS 15% 8% Decrease in service cost 19% Decrease in compliance incidents PRODUCTIVITY & EFFICIENCY COMPLIANCE Decrease in repair time Reduction in safety incidents
Equipment Performance ServiceMax Ensures Effective Response Proactive Maintenance Reactive Break-Fix Service More time to plan & Less equipment damage Functional failure Predictive Condition-based Equipment offline (trip) Time
Separate Systems for Assets and People Asset People Decision Cycle in APM Predict Diagnose Prioritize Execution Cycle in FSM Schedule Remedy Record
The State of Business Process Automation Transferring Alerts from PdM ARC Advisory As Industrial IoT with PdM grows, this lack of business process automation with become increasingly unsustainable.
Closing the Automation Gap APM + SERVICEMAX Asset People Decision Cycle in APM Predict Diagnose Prioritize Resources Recommendations Feedback Execution Cycle in FSM Schedule Remedy Record
End-to-end Process For Better Asset Outcomes SENSOR READING/METRIC SYSTEM ALERT TIME SERIES ANALYSIS COLLABORATE CASE / SERVICE REQUEST SCHEDULE / DISPATCH ENGINEER SERVICE RECORD KPIs to learn and optimize for better failure detection and asset decisions
DEMONSTRATION
APM ServiceMax Integration
Take The Next Step To learn more about this topic, please take the following next steps 1. Get a demo of these solutions working together Ask to see ServiceMax and APM at the Manufacturing booth 2. Get a deeper understanding of each solution Ask for in-depth demos at APM and ServiceMax booths
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