U.S. patent application number 09/979911 was filed with the patent office on 2002-10-31 for technical support program.
Invention is credited to Pfeifer, Kimberley James, Stubiger, Jurgen, Wilcox, Michael, Williams, David Lesley, Zancolich, Giuseppe.
Application Number | 20020161600 09/979911 |
Document ID | / |
Family ID | 22700282 |
Filed Date | 2002-10-31 |
United States Patent
Application |
20020161600 |
Kind Code |
A1 |
Stubiger, Jurgen ; et
al. |
October 31, 2002 |
Technical support program
Abstract
Technical services are offered to customers on an outsourced
basis according to a menu of services available. A menu is provided
for categories of equipment on with the technical services provider
offers technical services and a menu is also provided identifying
the technical services which are offered. The services are modular
and are selected based upon the customer's needs. The modular
services are offered at two levels, a basic level and a high end
level.
Inventors: |
Stubiger, Jurgen; (Erlangen,
DE) ; Wilcox, Michael; (Suwanee, GA) ;
Zancolich, Giuseppe; (Alpharetta, GA) ; Pfeifer,
Kimberley James; (Alberta, CA) ; Williams, David
Lesley; (British Columbia, CA) |
Correspondence
Address: |
SCHIFF HARDIN & WAITE
6600 SEARS TOWER
233 S WACKER DR
CHICAGO
IL
60606-6473
US
|
Family ID: |
22700282 |
Appl. No.: |
09/979911 |
Filed: |
November 14, 2001 |
PCT Filed: |
March 15, 2001 |
PCT NO: |
PCT/US01/08573 |
Current U.S.
Class: |
705/304 ;
705/305 |
Current CPC
Class: |
G06Q 10/04 20130101;
G06Q 10/20 20130101; G06Q 30/0205 20130101; G06Q 10/06393 20130101;
G06Q 10/0637 20130101; G06Q 10/087 20130101; G06Q 30/0202 20130101;
G06Q 10/06 20130101; G06Q 10/1097 20130101; Y02P 90/80 20151101;
G06Q 10/06315 20130101; G06Q 10/10 20130101; G06Q 30/02 20130101;
G06Q 30/016 20130101 |
Class at
Publication: |
705/1 |
International
Class: |
G06F 017/60 |
Claims
What is claimed is:
1. A method for implementation of customer-related maintenance
services for an industrial system, comprising the steps of:
providing technical and maintenance services on a pro-active basis;
and providing modules of said technical and maintenance services
wherein said modules are standardized and freely combinable with
one another.
2. A method of providing technical services to a customer,
comprising the steps of: providing a menu of technical services
offered to the customer, said technical services being modular;
performing ones of said modular technical services which are
selected by the customer as outsourced services, said services
being customized according to the customer's needs.
3. A method of providing technical services to a customer,
comprising the steps of: performing an evaluation of a customer's
technical practices and facilities; providing a menu of available
technical services to the customer, said menu including modular
technical services available on an outsourced basis; making
recommendations to the customer of selected ones of said modular
technical services based on results of said evaluation; and
providing on an outsourced basis ones of said modular services
selected by the customer.
4. A method as claimed in claim 5, further comprising the steps of:
valuing compensation of said outsourced modular services depending
on performance indicators.
5. A method as claimed in claim 1, further comprising the step of:
providing said technical and maintenance services in three
performance levels.
6. A method as claimed in claim 1, further comprising the step of:
providing said technical and maintenance services at a
business-oriented level as well as in a technology-oriented level
and in an equipment level.
7. A method as claimed in claim 1, further comprising the step of:
universally performing the technical and maintenance services from
managing, planning and coordinating the services down to
operational activities with the processes implemented lacross all
functions.
8. A method as claimed in claim 1, further comprising the step of:
providing condition monitoring and routine operational checks.
9. A method as claimed in claim 1, further comprising the step of:
providing an inventory optimization and reduction with a goal of
reducing spare parts warehousing.
10. A method as claimed in claim 1, further comprising the step of:
providing a shared inventory with a goal of reducing inventory
investment and carrying cost as well as storage, maintenance, and
occupancy cost.
11. A method as claimed in claim 1, wherein said services are aimed
to maintain equipment manufactured by the service provider as well
as OEM equipment.
12. A method as claimed in claim 8, wherein said services include
an equipment upgrade.
13. A method as claimed in claim 1, wherein said services include
evaluating equipment for upgrade possibilities in order to improve
their functionality.
14. A method as claimed in claim 1, wherein said services
include--verifying the equipment reliability.
15. A method as claimed in claim 1, wherein said services include
providing maintenance services aligned to the customer's changing
business-objectives.
16. A method as claimed in claim 1, further comprising the steps
of: performing a maintenance business review.
17. A method as claimed in claim 13, wherein said maintenance
business review routine includes: a standardized and repeatable
assessment systematic on the basis of an assessment handbook.
18. A method as claimed in claim 1, further comprising the steps
of: performing an equipment condition assessment according to the
methods of visual inspection, offline tests and online tests.
19. A method as claimed in claim 1, further comprising the steps
of: a comparative audit including a snapshot audit at two
comparative points in time, wherein the data from each snapshot
audit is utilized to evaluate individual equipment categories on a
predetermined 1-10 scale.
20. A method as claimed in claim 1, wherein each equipment category
is weighted according to its criticality, the weighted-score can be
summarized to provide an overall equipment condition evaluation,
which can be compared to other points in time.
21. A method as claimed in claim 1, further comprising the steps
of: providing said services on performance-oriented-contract
basis.
22. A method as claimed in claim 1, further comprising the steps
of: providing technical support programs including services for
electrical distribution systems, automation and drives systems, and
rotating equipment.
23. A method as claimed in claim 1, wherein said steps are
implemented according to the prescriptions of a service manual.
24. A method as claimed in claim 1, wherein said industrial system
is one of a airport, steel mill, hospital, mines, ship yard, large
building, hotel, chemical plant, cement plant, subway system,
railway system, container terminal, oil drilling rig or platform,
paper mill, oil or natural gas pipeline system, lime plant, water
treatment plant including desalination, fresh water pipelining and
waste water treatment, and food service facilities.
Description
TECHNICAL FIELD
[0001] The present invention relates generally to a modular system
of providing technical services, for example, to industrial plants
and facilities.
BACKGROUND ART
[0002] Technical services are performed at manufacturing plants and
other types of plants and business facilities by employees of the
business or by outside service providers.
[0003] According to the current state of the art, the case is such
that in the majority of instances the customer pays for the
provided services to the plant by the service provider according to
time and expense. The individual services are performed on the
basis of specific contracts; i.e. software updates are made, motors
are replaced, system status analyses are carried out, etc., when
the customer considers it necessary or following some corresponding
guidelines. Up to now, the providing of services has all been a
transactional relationship.
[0004] Among the services provided according to the known art are
emergency services, usually with appointment of personnel to
perform the service, and repair/replacement services. The
repair/replacement service partly ensues with warehoused parts of
the service provider. When a software update is made, this likewise
ensues with standard software that is then brought up to the needed
system condition on the basis of the functional errors that then
turn up.
[0005] The above-described prior art is not what is best for the
customer. The customer needs a technologically and organizationally
better solution.
[0006] As global competition increases and supply chains become
shorter, businesses are being forced to find new ways to increase
plant performance while simultaneously reducing costs. Complexity
of the business adds to the costs, and one area of significant
complexity for manufacturing businesses is plant maintenance. In
addition to adding complexity, maintenance can make up anywhere
from 5-40% of the total costs of production. While maintenance is
critical to the business outcome, it is often regarded as a
necessary evil, and as a result it has been difficult to achieve
sustained improvement in performance from an in-house maintenance
group without intense management effort that detracts from the core
business process and the core competency.
DISCLOSURE OF THE INVENTION
[0007] An object of the invention is to provide a better solution
for providing technical services to a customer, particularly to
enhance the customer's financial system result (profit) and to
lower the costs over the life time of the system (life time costs).
For this purpose, the availability and the reliability--in the form
of availability time windows on demand--are adapted to the demand
of the production processes, of the market, etc. The present
invention makes an optimum solution of the customer needs possible,
i.e. a solution matched to the customer business demands.
[0008] A further object is to provide increased equipment
reliability and availability, reduced costs through a proactive
Business Based Maintenance approach, minimized downtime, optimized
asset management, capital solutions, and fast response when and
where it is needed.
[0009] Another object of the present invention is to provide
modular standardized services for technical support. A customer is
offered modular services and free to select those technical
services that meet the customer's needs.
[0010] A further object of the invention is to provides technical
services at two levels, a basic level and a high end options level.
Examples of high end options include business oriented services,
financing, full coverage for repair and replacement, etc.
[0011] Another object of the invention is to offer to the customer
a menu of equipment which can be covered by the technical services
and to also offer to the customer a menu of technical services.
[0012] In the present system, a customer desiring maintenance
services or other technical services is provided a menu of
available technical services from which to select desired technical
services. A uniform service architecture is provided. Modules are
provided at various business levels, from the general to the
specific. In one embodiment, three levels are provided. Examples of
the three levels include a business-oriented level that is offered
as an option, a technology-oriented level that is offered as
modules, and a device level which is referred to as a equipment
spectrum.
[0013] The maintenance services offered also fall into the broad
areas of technical services, consulting, repair service, parts
supply, etc. The customer needs are evaluated using an audit and
interview process and the customer is offered the services as
modules selected from a menu. The modules, which are implemented
through software modules and hardware as well as maintenance
processes and procedures, are installed at a local level in each
plant. However, operation and control of the service is provided
through regional facilities that are linked to the local facilities
by a communication connection, such as through the Internet. The
regional facilities are provided at regions around the globe so as
to offer 24 hour support to the local service locations, including
providing a regional center in the Far East, one in the European
Union, and one in a NAFTA country. One of these regional centers
are open during business hours at any time of the day to provide
support for the local service locations. The regional centers are
in turn connected via communication links to a single world-wide
headquarters.
[0014] Electronic system plans are employed, potentially based on
standard organization software like CMMS (Computerized Maintenance
Management Systems), CAD data, electronic handbooks, and Excel
lists. This software is respectively employed at a location of a
specific customer or can be provided over the Internet. An
Enterprise Asset Management System (EAMS) is utilized between the
individual locations, and the Enterprise Resource Planning System
is located over the whole thing, this running, for example, on the
basis of SAP program technology. The individual programs run on a
standard operating system platform; they are implemented either in
the computer system of the customer system or on servers of the
respective provider center, for instance a Customer Service Center.
However, monitoring by the respective Customer Service Center is
always a feature, this center being in charge in a country or
international regions as well, for example USA and Canada.
Communication via the Internet with special measures for secure
transmission are provided.
[0015] The present invention provides outsourced technical support
as a part of a business strategy. The outsourced technical support
is provided for plants or parts of plants. According to the present
invention, plants are defined broadly to include airports, steel
mills, hospitals, mines, ship yards, large buildings, hotels,
chemical plants, cement plants, subway systems, railway systems,
container terminals, oil drilling rigs or platforms, paper mills,
oil or natural gas pipeline systems, lime plants, water treatment
plants including desalination, fresh water pipelining and waste
water treatment, food service facilities, etc.
[0016] The maintenance services offered also fall into the broad
areas of technical services, consulting, repair service, parts
supply, etc. The customer needs are evaluated and the customer is
offered the services as modules selected from a menu.
[0017] Decisions on maintenance services are divided between the
global, regional or local level. Business strategies for the
customer, choices of modules to use, etc. are preferably made on
the global level. Regional level decisions are determined by
regional laws and regulations, manpower availability, etc. The
local level is the plant level wherein decisions at that level are
specific to the needs of that plant.
[0018] Within the context of the present application, maintenance
services refers to and includes all those services described
herein.
[0019] The invention addresses the challenges being put to
companies by reducing complexity, thereby enabling greater focus on
the core business. One area of significant complexity for
manufacturing businesses is plant maintenance.
[0020] The present invention delivers business-based professional
maintenance services on a modular basis throughout the world, not
only for systems and installations, but for all machinery and
equipment. The present invention utilizes vast worldwide technical
expertise and presence to provide the business-based maintenance,
for example, by focusing on business aspects such as return on
assets, return on investments, and plant and equipment availability
for producing output.
[0021] Businesses face increases in productivity demands and
international competition while striving to keep up with technical
developments. The present invention provides outsourcing of
numerous internal processes as a cost effective and asset effective
strategy. The outsourced services cover maintenance during the
operational phase and include the modernization of a plant.
[0022] As a further service, on-call and logistic services provide
dependable requirement-oriented fault elimination of product
systems and plants. Field service staff is available at the plant
and repair services carry out necessary repair work at repair
centers while on-line service centers communicate directly with the
technical plants. Logistics services ensures that the correct parts
are provided.
[0023] Thus the present invention provides commercially focused
strategies and takes on more performance based relationships with
customers that include accepting more calculated risk in a win-win
partnership approach. The invention provides for a full range from
small contracts with few services to comprehensive (all inclusive)
maintenance agreements at the other end of the spectrum.
[0024] A more specific aspect of the present invention is embodied
in a motor management program which is covered in more detail in a
PCT patent application docket number P00,1822, being filed by the
same applicant as the present invention, and which is incorporated
herein by reference. The present invention is provided according to
the framework outlined in a patent application for plant
maintenance technology architecture, docket number P00,1823, filed
by the same applicant as the present application and incorporated
herein by reference. An overall concept within which the present
application represents an aspect is disclosed in a menu driven
management and operation technique, docket number P00,1824, also
incorporated herein by reference and which is being filed by the
same applicant as the present invention.
BRIEF DESCRIPTION OF THE DRAWINGS
[0025] FIG. 1 is a process flow of steps to implementation of
outsourced maintenance according to the present invention;
[0026] FIG. 2 is a schematic diagram showing the equipment spectrum
to which the present invention may be applied including showing
equipment modules available on an outsourced basis;
[0027] FIG. 3 is a schematic diagram showing modules of technical
services available under the present invention;
[0028] FIG. 4 is a block diagram showing implementation of the
technical services;
[0029] FIG. 5 is a diagram showing the utilization of the present
technical services during the life cycle of a plant; and
[0030] FIG. 6 a diagram showing alignment of the customer's goals
and the service provider's goals according to the present
invention.
MODES FOR CARRYING OUT THE INVENTION
[0031] Referring first to FIG. 1, a process for offering technical
services to a customer is shown, including first a pre-screening 10
at the first contact with the customer. Included in this
pre-screening is a first contact questionnaire to the prospective
customer and discovery of information about the prospective
customer via the Internet, and other sources.
[0032] In a second step, customer needs are discussed 12, which
covers finding out what the customer needs, answering a
questionnaire directed to the technical services program, which is
done through several meetings. A letter of intent 14 is prepared to
establish a consensus to consider the technical services program.
These first three steps in the process provide tests of the
customer's commitment to proceed.
[0033] The next step is to determine the needs and priorities 16 of
the customer. Priority areas for improvement are identified. As a
tool to identify these, a maintenance business review having, in
one embodiment, 22 aspect areas, might be performed using a
questionnaire. Topic areas are set forth for example in tabular
format and the questioner observes and asks questions to determine
the answers to the questions. The questions are also divided into
five levels to identify a sophistication level of the prospective
customer's technical and maintenance services, systems and
procedures, personnel and resources, and current management and
leadership.
[0034] For smaller businesses, a brief maintenance business review
is offered, directed to 10 to 15 business aspects. This shortens
the process from the full review where costs and time commitments
are to be kept low.
[0035] As a further step 18, a technical services program proposal
is prepared and presented to the prospective customer. This is done
with reference to the menu of modular services and options which
will be discussed later. This menu is also referred to as a program
structure. As an important part of the proposal 18, the goals of
the business are considered, an implementation plan is developed, a
contract structure is determined, a return on investment is
studied, and key performance indicators are identified.
[0036] These same aspects are considered during the negotiation and
execution of the contract 20. Once the contract is made, the
outsourced technical services are implemented at 22. A business
based maintenance or BBM analysis is performed. An asset condition
assessment is performed. Equipment conditions are assessed, and a
CIP is implemented. The implementation 22 of the technical services
program also utilizes a menu of services.
[0037] The outsourced technical services offered according to the
present invention are provided as a menu of services. One such menu
is shown in FIG. 2. The menu of FIG. 2 is an equipment oriented
menu offering modules relating to specific equipment. The first
section of the menu is directed to a class of equipment grouped as
automation and drives 30. Below this are automatic control systems
32, SCADA systems 34 and drive systems 36. The second portion of
the menu is directed to electrical distribution systems 38. Under
this broad category are modules, or menu items, directed to
switchgear, switchboards and MCC's 40. Cables and busway equipment
42 are another module offered, as is circuit breakers, low voltage,
medium voltage and high voltage switches 44. The modules under
electrical distribution systems further include direct current
systems 46, protective devices 48, emergency systems 50, grounding
systems 52, transformers 54, capacitors and reactors 56, and
metering and energy management equipment 58.
[0038] Rotating equipment 60 also must be considered in the
equipment modules. First among rotating equipment is a module
directed to motors 62. Thereunder are modules for generators and
exciters 64, pumps, fans and gearboxes 66, production material and
handling equipment 68, and turbines 70. A general class referred to
as other equipment 72 is also provided as a catch all class.
[0039] Virtually all of a customer's technical equipment will fall
under one of the foregoing categories. The customer has certain
core competencies relating to its core business that these should
be left to the customer to address. However, the various technical
aspects that play a supporting roll in the plant's production may
each be addressed by the present invention by selection of
corresponding modules from the equipment menu of FIG. 2.
[0040] The technical services are also provided as modules offered
via a menu as shown in FIG. 3. The upper portion of the menu sets
forth the basic modules of the technical services. These are
divided into five aspects, including on-site services 80, support
services 82, inventory management services 84, consulting and
engineering services 86, and information management 88. On site
service modules include condition monitoring 90, 24 hour emergency
response service 92, routine operational checks 94, and
preventative and corrective maintenance 96. Under support services
82 are provided overhaul and repair and rewind services 98,
equipment upgrades 100, replacement equipment supply 102, and
training 104.
[0041] The inventory management services 84 provide modules for
inventory optimization and reduction 106, reliability verification
108, storage and maintenance 110, and a shared inventory 112. The
consulting and engineering services 86 provide reliability and
application engineering 114, power system studies 116, equipment
condition assessment 118, and a maintenance business review 120.
The class of modules relating to information management 88 provide
a system design and interface module and a data management
module.
[0042] Not only are there basic service modules but the present
invention also provide high-end modules as shown at the lower
portion of FIG. 3. The first such high end module is a performance
contracting module 130. This is followed by a capital improvement
module 132, a full coverage module 134 and an energy optimization
module 136.
[0043] The outsourced technical service provider and/or the
customer looks to these menus to discover modules that best fit the
customer's needs. For example, the customer may choose a storage
and maintenance module 110 for transformers 54 and choose a 24 hour
emergency response module 92 for switchgear 40, along with other
modules.
[0044] Once the modules are chosen they arc implemented, for
example, as shown in FIG. 4. The implementation begins with the
development of a maintenance strategy 140. The maintenance strategy
development requires a business plan evaluation 142, an operational
analysis of the plant 144, a criticality analysis 146, a component
identification 148 and a failure analysis 150. The maintenance
strategy 140 is followed by defining maintenance plans 152.
According to the invention, the maintenance plan 152 development
includes defining a hierarchical plant index 154, determination of
key performance indicators 156 for the plant, the assignment of
criticalities 158 for the plant components, performance of a
failure analysis 160, and assignment of maintenance actions
162.
[0045] The plan 152 is the foundation for the maintenance
management 164 wherein standard jobs 166 are used for tasks due 168
on work orders 170 and requested work 172. The work orders 170 lead
to a work schedule 178. From the management 164, the maintenance
work 180 is performed by work groups 182 until the work is
completed 184. The completed work feeds back into a work history
176. The work history 176 is provided for an equipment register
174, which is a hierarchical plant structure of the company within
which the standard jobs 166 are performed.
[0046] The maintenance management part 164 is subject to analysis
and review 186 according to this invention. Historical data is
reviewed, failure analysis is reviewed. A review is made of safety
issues, employ statistical techniques to evaluation frequency of
work and employ reliability engineering techniques to evaluate
design out requirements. These can lead to an altering of the
maintenance plan 188. For example, modification of the quality
maintenance plan is done by failure analysis, review of maintenance
actions, frequency of work, duration of work and by entering new
equipment items. Alterations of the maintenance plan is part of the
continuous improvement cycle.
[0047] Technical services according to the present invention is
involved in a plant during much of the plant's history. For
example, as shown in FIG. 5, a plant is constructed at 198 and
early on the technical services has only a small involvement as
indicated at 200. Just prior to commissioning of the plant at 202,
the sharp upswing in the technical services curve indicates
increased involvement. After commissioning 202, the operation 204
of the plant provides a foundation on which is built the condition
based inspection and preventative maintenance services 206 of the
invention. Overlying the inspection and preventative maintenance
services 206 is repairs 208 made to the plant during its lifetime.
These may fluctuate particularly under the processes of the prior
art, but under the continuous servicing provided by the present
invention, the repair involvement is steady. Over this is the
modernization potential 210 realized by modernization projects.
This leads to technical innovation as indicated by the increasing
height of the line. The time line of involvement of the technical
services program ends at the decommissioning 212 of the plant.
[0048] As illustrated in FIG. 6, through the application of the
present invention, the business objectives of a customer 214 come
into alignment 216with the business objectives of the service
provider 216 under the performance based contract 220.
[0049] Thus, the technical support program is a modular service
package that tailors the maintenance improvements to the budget of
the business and to the customer's business objectives. An
important aspect is that the modular service package leaves the
core competencies to the business while taking on any or all of the
non-core competencies. Benefits are provided including a reduced
cost through pro-active business based maintenance, a minimized
downtime, an optimized asset management including capital solutions
and a fast response when and where the customer needs it.
[0050] In further detail, the modules offered under the basic
services include a condition monitoring program. Using state of the
art methods to assess the condition of the plant and the machinery
such as thermography, vibration measurements, ultrasonic testing,
partial discharge testing, oil and fluid analysis, and technical
endoscopy, advanced warning of problems is provided.
[0051] An aspect of the present technical services is that
emergency calls costs are covered by the agreement at no added
expense to the customer.
[0052] In undertaking the technical support program, the
maintenance business review has been performed. This identifies
improvement potentials so that measures can be derived from that
review to improve the maintenance effectiveness, based on the
implementation of a continuous improvement process. The goals are
to provide short-term recommendations focused on the development
and implementation of a Maintenance Quality Improvement Plan and
provide short-term recommendations focused on the development and
implementation of a Maintenance Quality Improvement Plan.
[0053] An audit or review is performed using a standardized
approach and objective assessment techniques. Categories for the
audit include: management responsibility, maintenance systems and
procedures and personnel and resources. This is a maintenance
business review which reviews the maintenance and considers it as a
business.
[0054] An equipment condition assessment is provided. Assessment is
made of information correctness, housekeeping, physical and
mechanical condition, mounting and base condition, vibration levels
and insulation. Both in-service equipment and spare parts are
evaluated. The Equipment Condition Assessment is designed to
provide a formal, structured and cost efficient way of assessing
the physical, mechanical and electrical health of the plant
equipment. Equipment is reviewed at to determine if it is critical.
Standardized tests and inspections are utilized and a numerical
value is assigned for use in trending and comparison.
[0055] According to the invention, computerized maintenance
solutions offer an efficient maintenance operation using computers
to plan, schedule and record maintenance work. The computers run
software for such tasks which is also capable of handling materials
management and spare parts logistics. The success of the
computerized maintenance management system relies on activities
such as design, selection, installation, population and staff
training. Populating the software with the data from the planning
phase requires a significant man-power effort. Under the present
invention, this man-power effort is provided as a service to the
customer in a combined maintenance and information technology
function. In a preferred development, the provider has at hand
intensive understandings of special applications and relevant
industrial experience, and works hand-in-hand with the maintenance
provider. One aspect of the computerized maintenance solution is to
deliver and implement interfaces to the enterprise resource
planning system of the customer for purchasing an access control
systems, materials and document management systems and condition
monitoring systems.
[0056] As a result of these advances, the business strategy of the
customer takes into account the ongoing changes resulting from
globalization, technical advances and increasing competition. Best
maintenance practices help reduce costs, increase plant
availability, and improve product quality.
[0057] An additional basic module mentioned above is the inventory
management services. The module offers the customer a physical
count and identification, an inventory optimization analysis, and
segregation and verification. The count and identification feature
helps to identify recorded inventory, identify unrecorded
inventory, collect nameplate data, and update the database. A
visual inspection can also be performed as part of the inventory
process. The inventory optimization and reduction delivers to the
customers the benefits of reduction in inventory investment and
carrying costs, release of the value contained in the redundant
inventory, a reduction of inventory maintenance and occupancy
costs. It also releases the storage space occupied by the unneeded
inventory for other uses. A positive cash flow results. A
verification procedure is used to reduce risks of premature failure
of required inventory. The segregation separates required from
redundant inventory and permits the customer to verify that its
required inventory is ready for active service duty. A benefit is
that the customer may purge the redundant inventory.
[0058] Energy optimization is implemented by a complete system
review which results in optimization recommendations with the
objectives of energy savings and reducing variance in monthly
energy costs. Under the routine operational check module, daily
monitoring of operational system parameters and review of work
process efficiency is provided.
[0059] A shared inventory module as mentioned above, the inventory
review to identify potential inventory sharing partners. A facility
consensus on common repair specifications and inventory levels.
Excess inventory can be liquidated. Storing, maintaining and
managing of a shared mutual inventory is provided. The shared
inventory benefits include reduced inventory investment and
carrying costs, reduced storage, maintenance and occupancy costs.
It releases the value in redundant inventory, effecting a positive
cash flow. A reduction in the number of premature equipment
failures due to storage and maintenance practices is also realized.
This also provides a forum to discuss other mutual sharing
opportunities.
[0060] A high end modules in further detail include the following:
A contract is prepared for agreement between the customer and
provider. Task sheets or maintenance schedules are prepared
outlining the scope of the work, and estimates of costs are
prepared.
[0061] A commercially focused strategy is adopted and a performance
based relationship is established between the customer and provider
by which the provider accepts some calculated risk. This is
different than a time and materials maintenance agreement. In
addition to accepting equipment and materials costs, the provider
may also accept risks at to labor costs.
[0062] The performance contracting option features tangible
value-added evaluation systems, key performance indicators, a third
party validation of asset review, and scheduled reviews. Risks are
minimized while the provider and customer enter into a win/win
relationship using a performance based fee, at least in part. This
could depend not only on the maintenance performance but also on
the market condition for the plant. Effectiveness is provided
through measured criteria.
[0063] The high level option of full coverage features asset review
and equipment placement. This provides the customer with
predictable costs, equipment replacement including labor over the
term of the contract, and reduced inventory. These high level
options are focused on prevention, prediction, correction,
inspection, and detection under the umbrella of business based
maintenance.
[0064] The present invention is applicable to technical maintenance
situations for a variety of businesses, including e-business
(electronic business). On line ordering of parts or services is
considered in this regard. The present invention is also
particularly useful for B-to-B (business to business)
companies.
[0065] As a feature of the performance based contract, a guarantee
may be included to specify an up-time for the on-line service. For
instance, the conditions of the contract may specify a 98 percent
up time for the on-line service being served by the present
method.
[0066] A further high level option available to the customer it to
offer financing for equipment that is being serviced under the
present method.
[0067] Thus, the present invention offers customized outsourced
technical services to a customer. These are related to the business
strategy of the customer. The method of the present invention
provides that the technical services provider becomes aware of the
customer needs and then offers a modular service package tailored
to the needs of the customer. Each solution for each customer is
different. Different combinations of the modules are offered
depending upon the customer's needs. This has a greater benefit for
the customer.
[0068] Complex plants and facilities are serviced according to the
present invention.
[0069] Under the present invention, a business based maintenance is
provided following a comprehensive approach with results oriented
equipment management. Business needs are identified and then a
tailored packages of services are developed to meet defined
objectives. An efficient partnership is formed between the customer
and maintenance services provider which is focused on a win/win
outcome. The key performance indicators provides strength to
performance based contracts by checking such things as
availability, cost reductions, and safety. A shared profitability
enhances the ownership of the customer and is a key strategy for
management and employee success.
[0070] The objectives of the programs are to maximize equipment and
system reliability, optimize return on maintenance expenditures,
reduce inventory investment, and improve cost avoidance. Basic
modules provide a base and are technology oriented and cover basic
maintenance needs. Atop the basic modules are high end options
which take the customer to a business based maintenance solution
tuned to the special needs of the business. The basic modules of
the technical support program are designed to ensure that
maintenance issues are detected and addressed at their earliest
stages. This increases reliability as well as availability of power
generation and distribution equipment and systems, automation
systems, drive systems, control and instrumentation systems as well
as information technology systems. The result is that the bottom
line dollars of the business will increase.
[0071] An aspect of the present invention is to provide a technical
support program. The business strategy of the customer is taken
into account in ongoing changes as a result of globalization,
technical advances and increased competition. The technical support
program is a part of the strategy to develop business based
maintenance. A broad range of maintenance services are offered
which are designed to provide comprehensive vendor-independent
solutions. The benefits of the technical support program are
increased equipment reliability and availability, reduced costs
through a pro-active business based maintenance approach, minimized
down time, optimized asset management, capital solutions, and fast
response when and where the customer needs it.
[0072] By offering the modular service packages, the technical
support program the modular tailors the maintenance improvements to
the budget of the business and to the business objectives. Benefits
are provided including a reduced cost through pro-active business
based maintenance, a minimized downtime, an optimized asset
management including capital solutions and a fast response when and
where the customer needs it.
[0073] The business based maintenance is a process that defines the
equipment and maintenance needs in terms of the business goals of
the customer. A uniquely tailored maintenance strategy has been
developed to help the customer reach their objectives. Working with
the maintenance organization, the providers engineers and
maintenance specialists have assessed the current situation and
developed strategies based on the plants specific requirements. By
working closely with the employees of the company, sustained
improvements are achieved which leads to success.
[0074] In one aspect of the invention, the provider of these
services is a manufacturer of products and systems as well as
plants, and is a maintenance services provider with know-how. Such
a provider offering modular services according to the present
invention can keep the plant fully operational and the equipment up
to date. A significant feature of the present invention is that the
services are vendor independent.
[0075] The objectives of the program are to maximize equipment and
system reliability, optimize return on maintenance expenditures,
reduce inventory investment, and improve cost avoidance. Basic
modules provide a base and are technology oriented and cover basic
maintenance needs. The high end options take the customer to a
business based maintenance solution tuned to the special needs of
the business. The basic modules of the technical support program
are designed to ensure that maintenance issues are detected and
addressed at their earliest stages. This increases reliability as
well as availability of power generation and distribution equipment
and systems, automation systems, drive systems, control and
instrumentation systems as well as information technology systems.
The result is that the bottom line dollars of the business will
increase.
[0076] The best maintenance practice of the present invention puts
the customer ahead of his competition allowing the customer to
focus on his core business. Increased equipment availability and
reliability are provided, while aligning maintenance to the
business strategy of the customer and reducing maintenance costs.
Eliminating the cost of unplanned shutdowns and optimizing asset
management is also another advantage of the present invention.
[0077] Thus, customized maintenance services are provided for a
business covering every type of plant and equipment irrespective of
manufacturer or technology. Worldwide support facilitates success
in the application of the present method.
INDUSTRIAL APPLICABILITY
[0078] The present invention finds industrial applicability in
providing technical services to industrial plants, for
instance.
[0079] Although other modifications and changes may be suggested by
those skilled in the art, it is the intention of the inventors to
embody within the patent warranted hereon all changes and
modifications as reasonably and properly come within the scope of
their contribution to the art.
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