Laptops on 4 wheels”

Transcrição

”Laptops on 4 wheels”
New service processes for the automotive industry
Marko Weiße
ProSTEP iViP Symposium 2006
26.04.2006
Copyright © Siemens AG 2006. Alle Rechte vorbehalten
Todays independent electronic systems from
different suppliers will be integrated in the future
Automotive 2010 – The future will be integrated
Sensor Technology
Tire air
pressure
Steering
sensitive
lighting
Motor
Motor
Gear
Gear
ShockShockabsorber
absorber
Car
CarPC
PC
Bussystem
Bussystem
Airbag
Airbag
Door
Door
Radar
Seats
Seats
Camera
Breaks
Breaks
Breaking
Sensor
Emission
controls
Temperature
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Center of Competence Automotive
Siemens Business Services
Managed Car IT –
Two different lifecycles need to be integrated
Car
Car
IT
10 to 15 years
10 to 15 years
3 to 4 years
Recycling
Engineering
Information
Diagnostics
Service
Diagnostics Lifecycle
Produktion
Sales
A „Managed Car” allows access to the car at any time of the Car Lifecycle
Target:– „Zero Defect! Zero Breakdowns! Zero Accidents!“
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OEMs have to achieve higher percentage of
aftermarket potential
Market share in the passenger car segment
Highest Sales
Market shares after sales
12
4
6
6
8
11
7
8
15
8
Other
27
Do-itYourself
27
31
50%
35
82
80
54
Independent
Garages
Contract
Dealer
47
30
0%
<2 ys
Source: Dat-Veedol Report 2004
2-4 ys
4-6 ys
6-8 ys
>8 ys
Vehicle age
Maintenance demand per year
Weakness of OEMs
100%
500
465
400
375
385
4-6 ys
6-8 ys
300
200
105
100
25
0
< 2 ys
Source: Dat-Veedol Report 2004
2-4 ys
8 ys
Vehicle age
The European OEMs have to developing innovative sales channel and new partnership models with their
Dealers to overcome OEMs’ weakness to enlarge their market share in the lucrative after sales business for
older cars.
Each 1% reduction in Inventory has a value of ~ $1.25M in cost reduction
Each 1% increase in share of existing market has a revenue value of ~$160M and a margin value of ~ $80M
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Future Challenge: From a Vehicle Sales Centric
Approach to Customer Interaction Centric
Managing & utilizing customer data will be the major success factor in
OEM’s future sales strategy
Possible Transformation Approach:
Customer
Satisfaction
& Loyalty
Focus on:
Customer
Customer
Excellence
Interaction
w.
Customer
Customer
Intelligence
Dealer
Integration
2010
Dealer
Integration
& Analytics
Dealer
2007
Sales
Automation
Sales
Effectiveness
Vehicle
Service & Parts Sales
Management
2006
Silos & Point
to Point
Solutions
Process & IT Customer
Integration
Integration
Connectivity
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Cornerstones for a Future Business Model –
Vision of an integrated Customer Lifecycle
Management
Integrated Customer Lifecycle Management
Customer
Satisfaction
& Loyalty
Telematic Services
Mobility Services / Internet registry
Customer Analytics (Profiles, buying behavior)
Onboard Self Diagnostics
Remote Diagnostics
Web-based customer interaction Dealer / OEM's (customized push product
information, digital promotions, loyalty programs, service reminders,
e-maintenance scheduler)
Dealer integration
Dealer
Integration
& Analytics
Sales
Automation
Central user help desk for Dealers
OEM's managed Dealer inventory (own the channel) and virtual warehousing
Integrated and standardized processes & IT systems
Customer Data Collection and active KPI management
Optimized cross company supply chain, reduced safety stock and improved parts
availability at Point of Sales through improved demand planning
Dealer enablement service & parts sales
Retail Enablement of Dealer Organization
Advanced Dealer education programs
Alignment of Incentive System with OEM's’s strategic objectives
Identification of KPI’s for Point of Sales information
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Software & electronics offers new opportunities
but calls for new service processes & value chain
integration
Logistics
Spare Part Availability
Scheduling
Date Conformation
Warehouse
Management
Service &
Repair Shop
Diagnosis Devices
Repair Shop Server
Sensor Technology
Lenkwinkel
sensor
Camera
Motor
Gear
Shockabsorber
Airbag
Car PC Bussystem
Lamdasonde
Door
Radar
Managed Inventory
Pull Concept
Virtual Warehouse
Seats
Breaks
Break Padel
Sensor
Temperature
Messaging of
Diagnosis Data,
SW-Updates, etc
OEM's
Service Center
Remote services,
Call-Management
Service quality is
increasingly becoming a distinguishing feature
between the OEMs
and has a crucial
impact on longterm customer
retention & loyalty
These new service processes
would deliver improved point of
sales vehicle and customer
lifecycle information
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For these reasons,
standardized and
efficient IT related
vehicle services
are becoming
essential.
Standardized service processes help increase
quality
Solution processes
IT "classic"
ITIL
Managed PC Services
Car IT
ITIL4CarIT
Managed Car IT Services
The integral-solution approach of the service
processes …
... calls for fundamental changes in the processes of
the OEMs
… leads to cost-efficiency
… leads to high service quality that can be measured
and controlled
… leads to greater end-customer satisfaction
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Solution Process
Service Management Center SMC
Call handling
Call
Contact with
vehicle,
service or problem
management
Data
comparison
Determine status of
hardware/software
for further
processing
Ticket
Process
Documentation
of the call
How is the Service
provided?
Service – Cockpit
Information
from service
provider
Integration
and
feedback
SMC
Service
Management
Asset Management
Decide on
measures
In-house or onthe-road (remote
software update or
repair shop)
Implement measures
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Preventive maintenance and remote diagnostics open
interesting opportunities for fleets and OEMs
Onboard
Truck – Fleet / Service
Reduce unscheduled downtimes
through
preventive
maintenance
Copyright
© Siemens
AG 2006.
Alle Rechte vorbehalten
April-06
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Truck – OEM – Fleet / Service
New service and business models
for OEMsCenter
(and large
fleets)
of Competence
Automotive
Use Cases
Remote Monitoring / Diagnostics / Fix
Current
Currentpain
pain
Description of Vision
Description of Vision
Opportunity, solution idea
Opportunity, solution idea
Benefits
Benefits/ /KPIs
KPIs
• • Fleet
Fleetowners
ownerswant
wantzero
zero
unplanned
unplannedrepairs
repairstoto
maximize
maximizeefficiency.
efficiency.
• • OEMs
OEMsneed
needtotoreduce
reduce
warranty
warrantyand
andservice
service
costs
coststotoreach
reach
profitability
profitabilitytargets
targets
• Reliability and
• Reliability and
performance
performanceofof
vehicles
vehiclesisisaakey
keypart
partofof
the OEM's brand equity
the OEM's brand equity
and must be raised to the
and must be raised to the
optimum
optimumlevel
level
• Decreasing (relative)
• Decreasing (relative)
education levels of
education levels of
drivers
driversand
andservice
service
personnel
personnel
• • limited
limitedactual
actualvehicle
vehicle/ /
component
componentdata
datafrom
from
field
available
at
OEM
field available at OEM
• OEM remote service
• OEM remote service
center conducts remote
center conducts remote
monitoring of parameters
monitoring of parameters
and clarification / fixing of
and clarification / fixing of
problems, if possible.
problems, if possible.
• OEM has overview of
• OEM has overview of
failure patterns in the field
failure patterns in the field
and can plan spare part
and can plan spare part
inventory accordingly.
inventory accordingly.
• Fleets know in advance
• Fleets know in advance
when a predictive maintewhen a predictive maintenance has to be done and
nance has to be done and
can plan accordingly.
can plan accordingly.
• Driver is proactively
• Driver is proactively
informed that he needs to
informed that he needs to
interrupt his journey at a
interrupt his journey at a
specific service station to
specific service station to
fix a potential failure or to
fix a potential failure or to
get
getremote
remoteservice
servicesupport.
support.
• Implement a system and
• Implement a system and
processes which enables
processes which enables
remote services (moniremote services (monitoring,diagnostics) for
toring,diagnostics) for
all vehicles.
all vehicles.
• Onboard unit has CAN
• Onboard unit has CAN
interface,
does onboard
interface, does onboard
monitoring of parameters,
monitoring of parameters,
and acts as trigger &
and acts as trigger &
connectivity gateway to
connectivity gateway to
backend
backendsystem
system
• Backend system inter• Backend system interprets messages from
prets messages from
vehicles, conducts intenvehicles, conducts intensive offboard analysis to
sive offboard analysis to
plan
planfurther
furtherdiagnostics
diagnostics
and necessary fixing
and necessary fixing
activities. It also informs
activities. It also informs
fleet owner / driver.
fleet owner / driver.
• • Vehicle
Vehicleavailability
availability
and
performance
and performance
• • Service
Serviceprocess
process
quality
quality&&costs:
costs:
• • First
time
fix
First time fixrate,
rate,
remote
remotefix
fixrate,
rate,spare
spare
part
usage,
mean
repair
part usage, mean repair
time,
time,
• fast response and
• fast response and
expert support
expert support
• • customer
customersatisfaction
satisfaction
• sales increase
• sales increase
through
throughnew
newattractive
attractive
service offerings:
service offerings:
e.g. utilization services,
e.g. utilization services,
ororadvanced
advancedanalysis
analysis
and
reporting
and reporting
• • risk
riskmitigation
mitigationininlonglongterm
contracts
term contracts
Beneficiary
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Praxisbeispiel: Siemens MED
Prevention
is better than cure.
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System Management Center
SRS Network
Newark
Fürth
Singapore
Internet, ISDN, Analog
Router / Modem
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Our Delivery: Faster Response
Remote
Diagnostics
SMC / USC / HSC
Syngo
service
Newark - Fürth - Singapore
SRS Network
Router / Modem
CURE
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Our Delivery: Problem Prevention
Remote
Diagnostics
Proactive Event
Management
SMC / USC / HSC
ERROR
SRS Network
Router / Modem
EVENT
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Our Delivery: Reports & Consulting
Remote
Diagnostics
Proactive Event
Management
Utilization
Management
SMC / USC / HSC
SRS Network
Router / Modem
USAGE
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Our Delivery: Optimized Image Quality
Remote
Diagnostics
Proactive Event
Management
Utilization
Management
Application
Support
SMC / USC / HSC
SRS Network
Router / Modem
WORKPLACE
IMAGE TRANSFER
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Our Delivery: Reports & Consulting
Remote
Diagnostics
Proactive Event
Management
Application
Support
Utilization
Management
Clinical
Network
Management
SMC / USC / HSC
SRS Network
Router / Modem
NETWORK TRAFFIC DATA
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NETWORK TRAFFIC DATA
Siemens Common Remote Service Platform
MED SRS – Best practice example for
highly secure and available Remote Service
communication infrastructure.
Experience has shown, that commonly used
RS infrastructure is considerably saving
costs and improves security.
System Management Center
SRS Network
Fürth
Singapore
Router / Modem
Fleets,
OEM-Suppliers,
Proposed Remote
Access Scenario
based on
OEM RRemote
Service
Center
Special Standards*
Experts
Common
emote Service
Platform
and new/ Corporate
BDB
Group B
Service Area
ADB
Group A
Service Area
User Access
Access Portal
CDB
Access Portal
User Access
User Access
Access Portal
RDB
Siemens CIO IN and the Task Force
Remote Service establish a cross-Group
common RS Platform as a corporate
shared service.
Common RS Platform is based on best
practice solutions of COM and MED.
Generic
Access
Services
Access Portal
User Access
Common Remote Service
Platform (cRSP)
Customer Access
Server-1
Customer
A
Group C/Partner
Service Area
Customer
B
Service
Object
VPN
LAN-LAN
Client-LAN
Service
Object
HQ/
BLS
RCFSE
OEM
ext. Vendor
Partner,
Customer
Personal
Customer Access
Server-x
Customer Access
Server-2
Customer
C
Authentication (PKI o.ä.)
Newark
Customer
D
Service
Object
Customer network complexity and security demands
*) CIO projects Partner Ready IT, SNX/NGNI
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Truck Gateways orCenter
OEM Service
CentersAutomotive
of Competence
The basic approach for the Siemens One scenario
is to integrate SW product and SW service
Engineering / Production
Product
Product
Innovative architectures and software as a
product
Many components and systems in vehicles
incorporate software
The objective is to develop new architectures
that allow rapid deployment of software in the
components and systems
New manufacturing/assembly cell
The software is installed as a complete
package in the last work activity (a few
minutes)
Software installation via WLAN, for instance
No intermediate steps required; genuine JIS
production possible
Post-production
Service
Service
After sales
Software products can subsequently be purchased
in the same way as parts and accessories
It is possible to install new, innovative, softwarebased features
Repair shop services
Software errors can be diagnosed up front
Professional software management forms an
adequate basis for updating software parts
(complete flash is not required)
Rapid update (just a few minutes)
Service center
Errors can be diagnosed remotely; software
errors can be eliminated remotely
Service
Service
Software – provision and management
Custom software is provided, where
necessary taking over customer parameters
from previous models
Management of software distribution and
maintenance
Software updates
Software updates/patches can be loaded in
the vehicle at service points (e.g. authorized
filling stations etc.) or using new technologies
Service
Infrastructure management
Provision and management of the requisite infrastructure
(plant, repair shop, service points, remote services)
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(e.g. UMTS)
Thank you for your attention!
April-06
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Laptops on 4 wheels”

Transcrição

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