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SWYFT
User Manual
21 pgs2.88 Mb0

Siemens SWYFT User Manual

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SWYFT
Thinking Industry Further
Siemens Vietnam Digital Industries
Partner Conference Vietnam
07-09 November 2019
siemens.com.sg/swyft© Siemens AG 2019
Classical Service Process
The classical service process is cumbersome
With multiple communication channels and problems faced
Operator
Supervisor
Lack of traceability
• Unable to trace steps performed
• Unable to determine location of engineers to efficiently dispatch to nearest job available
Lack of service data to perform data analysis
• Massive work to retrieve archived or past service reports (hard or digital copies)
• Service data not categorized or consolidated properly
Lack of transparency
• Service performance metrics
• Revenue generated (by time-period, by product)
Lack of accountability
• No real-time updates of service status (e.g. due to unresponsive onsite engineers)
• Manual way of job dispatch and of tracking engineers’ schedule (e.g. Excel or whiteboard
Call Centre
Service
Introduction of SWYFT
SWYFT
TM
Industry Service
Gateway of the Future
SWYFT
SWYFT
TM
– Industry Service Gateway of the Future
Gateway that connects End-Users & Service Providers digitally
SWYFT collects service related data (e.g. service performance, maintenance expenses, engineer
availability) to generate analytical reports and dashboards for factories, process industries, service
providers
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Service Requestors
Service Providers
Service Personnel
Execution of service job through Service
Personnel Accounts
(depends on strength of service team)
Request Manager
Management of Service Requests from
Requestor Accounts (for
all Sites) Assignment of requests
to service providers, oversee request statuses, upcoming tasks, expenses
Requestor
02
SWYFT System Setup that Connects
Modular Approach to Provide End-to-end Business Solution
System faults, issues and other service
requests sent from all
sites Each site will have 1-3
requestor accounts
01
Mobile Application
(Available on iOS / Android)
Website Accessible via
Desktop / Laptop
Service Manager
Centralised Service Request Management
System to oversee
activities for all Service
Engineers’ Accounts
Service job assignment, receive job updates, keep track of revenue
03
Website Accessible via
Desktop / Laptop
04
Mobile Application
(Available on iOS / Android)
Service Requestor
All requestor accounts for the sites will be connected to a centralized
platform. Issues raised by requestors will be directed to this platform
before being pushed to Service Providers.
Service Provider
All Service Personnel Accounts will be managed by the centralized
Service Provider Content Management System (SP CMS). Requests
received via SP CMS will be dispatched to service resources
accordingly.
SWYFT
SWYFT provides the
Solution
SWYFT’s features that address issues faced
Improving overall customer experience and satisfaction
Lack of traceability
Lack of service data to perform data analysis
Lack of transparency
Lack of accountability
Obtain service transparency
Digital Customer Satisfaction Ratings and Feedback
Time-stamped Service Delivery Milestones
Maintain accountability
Real-time Service Job Status Service Job Plan and Scheduler Tools
Consolidates Contact Details of all Involved Parties
Achieve traceability
Quick access to past digital Service Records and Reports GPS-Enabled Maps to locate Service Jobs and Engineers
Gain service business insights via data analytics
Analytical Charts (Pie-charts, Bar charts etc) Analytical Tables (For leadership boards)
Analytical Time Metrics (Track time-critical KPI’s)
• Product brand agnostic with customizable product data pool
• Plug-and-play concept
• Connectivity to trusted business partners
• Single platform that consolidates all service
data
• Captures and stores images and video clips
• Automated service job assignment
• Comment box for each service job
• Service report template available
• Checklist Repository
• Customizable push notifications
• GPS-enabled maps to direct service
personnel to service job location
• …
Along with many other features
In-App View of SWYFT’s End-to-End Service Flow
Obtain transparency to ensure quality service delivered
Time-stamped Service Delivery Milestones
Sebastian Ang.
Sebastian Ang
Lucy Tan
Lucy Tan
Lucy Tan
Lucy Tan
Lucy Tan
Lucy Tan
Preventive Maintenance of Variable Speed Drives
Digital Customer Satisfaction Ratings and Feedback
Instant feedback and ratings to monitor
service quality
Track Service team’s
Response times,
Travel times, Repair times
In-App View of SWYFT’s End-to-End Service Flow
Maintain accountability for each service job
Real-time Service Job Status
Service Job Plan and Scheduler Tools
Consolidates Contact Details of all Involved Parties
Upcoming Service Jobs to help in resource planning
In-App Service Scheduler Tool for dispatch
Service Status at a glance
Lucy Tan
Lucy Tan
Reconfiguration and coding
Commissioning and checking
Charlie Energy
Lucy Tan
In-App View of SWYFT’s End-to-End Service Flow
Achieve traceability to track all cases
Quick access to past digital Service Records and
Reports
GPS-Enabled Maps to locate Service Jobs and Engineers
Lucy Service
Lucy
Service
Lucy Service
Lucy Tan
Lucy.tan@gmail.com
Lucy Tan
Lucy.tan@gmail.com
Lucy Tan
Lucy.tan@gmail.com
548397590
548397590
548397590
Analyze Scheduled Maintenance Trends to Predict Next
Inspection Date
Review and verify service tasks performed quickly
Optimize Service Job Dispatch by routing Service Engineer nearest to Service Request
Analytics of Service Data through SWYFT
Connected Service Platform that gives Service Insights – Charts
Analytical Charts: Comparison of Service Frequency, Revenue, by Product Brand, Type, Engineers …
Derive sales strategy by identifying high revenue generating product types and/or brands, high service frequency products, productive service personnel
Analytics of Service Data through SWYFT
Connected Service Platform that gives Service Insights – Tables
Analytical Tables: Comparison of Service Resource’s Performance
Comparison Table of KPI’s such as
number of service tickets assigned, revenue brought in through service jobs completed, average Customer Satisfaction Rating, average resolution time
Analytics of Service Data through SWYFT
Connected Service Platform that gives Service Insights – Time Metrics
Track service team’s efficiency in entire service delivery workflow from response
time to repair time to overall mean time to resolution using Table of Time Metrics
Analytical Time Metrics: Time-critical Performance Tracking by Service Milestones
SWYFT’s Benefits for Service Providers
Built for service optimization and quality improvement
Analytical Dashboards
Consolidated
service data can be
presented in various formats to analyze and compare key service performance
indicators such as
engineer’s
efficiency, service frequency, business volume based on product brand or type.
Digital Report,
Sign-off, Satisfaction Rating
Service data can
be easily retrieved
as it is digitally stored in a single platform. Service task logs and reports are readily accessible to improve on the traceability of jobs performed.
Plug-and-play Concept
SWYFT is a standalone solution which can be used
across all platforms
– iOS, Android and web. Convenient and easy-to-use application, SWYFT
onboarding takes
less than 2 hours!
End-to-end business solution
Ensuring both
service requestors
and service providers are aligned and stay updated on the progress of their service activities through a digital tool.
Service Scheduler
In-app tool that
allows incoming
and pending service jobs to be quickly dispatched to an available and product-competent service resource. Full view of service
team’s schedule to
help in resource management.
SWYFT – Customer Use Case in the Philippines
An analysis of use case to help improve application
Customer Industry:
Facility Management
Period: Nov 2018 – to date Highlights: Customer (Service Provider) uses
SWYFT to collect data
on their service activities.
The Philippines
“We would like to
thank Siemens for letting us use SWYFT
to improve our
service quality and reach the expectations of our
client.”
Customer’s feedback
Business Unit Manager of Customer
Benefits to Customer
Dashboard visualizes service activities for management review Technicians are able to experience a more digitalized service operations Service staff are able to track their service KPI’s through SWYFT Application helps to ensure high Service Quality to Service Requestor
Identified Challenges
•
SWYFT is not optimized for language editing
•
Minor synchronization issues between front- and back-end
•
Poor mobile data connectivity in the factory
•
Electronic devices are prohibited in some areas of the shopfloor
Proposed Solutions
•
Comment boxes made available for all the users (for local language inputs)
•
SWYFT development and maintenance team has identified high priority tickets to resolve first, followed by the next priority level (continuous effort)
• Application automatically uploads data once stronger connectivity is detected
•
Web application has been made available
Transformation into
Service Marketplace
Vision of SWYFT: Industry Service Marketplace
Connecting One to Many in the SWYFT Network
Service
Provider
Manufacturing
Company
Service
Provider
Service
Provider
Manufacturing
Company
Manufacturing
Company
Manufacturing
Company
• Smart Devices Connectivity
• Predictive Maintenance
• Suggested Connections
• Intelligent Asset Management
• Digital Payments
SWYFT in Vietnam
Quarter 1 2020 targeted launch
TRIAL AVAILABLE FOR VIETNAM
Thank You!
Liu Bisheng
ASEAN Vice President
Digital Industries Industry Services
Phone: +65 6490 6188 Mobile: +65 8318 0288
E-mail: Bisheng.liu@siemens.com
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