ITC Conference, London, 12. May 2011 Dr. Peter Schiefer CEO.

ITC Conference, London, 12. May 2011

Dr. Peter Schiefer CEO

The leader of the pack.

Mastering the Service Challenge:Improving Efficiency Using Mobile Communication

Wolff LinkOnline Crane Diagnostics

Woff Service-AppMobile Service Order Processing


Common Issues Faced by Service Staff

Early detection of crane failure No means of monitoring crane operating and construction site data

Fastest possible repair of failures occurring during operation on site Insufficient information regarding the source of the problem

Problems in defining the correct spare parts needed for repair

Consistent upkeep of cranes, ensuring safe operation and avoidance of maintenance work during construction

No reliable indication of working hours, deterioration, failure history, etc.

Inadequate means to document and structure crane fleet data

Inefficient management and disposition of maintenance tasks

Swift processing of service jobs Service staff tied up with time consuming paper work and circulation to relevant partners for

further processing

Delays in the disposition of and access to the necessary spare part

3Dr. Peter Schiefer / ITC Conference 2011


Cause and Effect of Inefficient Service Management

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No access to crane operating and machine data

Problems in defining source of error for crane failure and determination of necessary spare parts

No documented history of operating data for determining maintenance work

Unnecessary crane downtime

Inefficient crane maintenance & fleet management

Disproportionally high service time and costs invested

SERVICE ORDER PROCESSING

Time consuming administrative paper work from opening to invoicing of service orders

Delays in the disposition of spare parts

Primary administration on paper with subsequent entry of data in the ERP system

Dr. Peter Schiefer / ITC Conference 2011


Mastering the Service Challenge

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Swift identification of reason for crane failure and definition of spare parts

Structured database with documented crane operating and machine data

Reduced crane downtime

Improved crane maintenance & fleet management

Reduced service costs

Increased safety

Mobile administration using the iPhone Service-App with direct connection to the ERP system

Reduced time spent service administration Reduced room for error in the disposition of

spare parts

SERVICE ORDER PROCESSING





The Development of Crane Diagnostics

1989 First crane with PLC control

1992 First DOS – based diagnostic tool

1993 Beginning of frequency controlled trolley jib cranes

1995 First luffing crane with frequency controlled drive

1996 First Windows – based diagnostic tool (Windows 95/98)

2002 Teleservice – Online Diagnostics (Windows 2000)

2008 WOLFF Link (Windows XP)



Wolff Link Crane Diagnostics at a Glance

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Wolff Link is the latest Wolffkran crane diagnostics software featuring:

Read-out of the following data Current operating conditions and signals

Crane failure and failure memory

Machine and operating data over a defined period of time

Management of all operating and machine data in a comprehensive database

Administration of entire crane fleet



Wolff Link Crane Diagnostics - Navigation

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User-friendly Windows-Application Familiar user interface Intuitive navigation through content



Wolff Link Crane Diagnostics – Fleet Administration

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Clearly structured fleet administration Easy to understand graphically

designed user interface Easy access to all relevant data of

any designated crane in the fleet



Wolff Link Crane Diagnostics – Operating Conditions

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Real-time view of current operating conditions



Wolff Link Crane Diagnostics – Failure Notification

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"Auto-Call" per e-mail and sms every time a crane failure occurs

Full failure history available for further maintenance action



Wolff Link Crane Diagnostics – Failure Notification

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Failure diagnosis is based on approx. 100 pre-defined possible errors (error codes)

Further information for any error code include: Parts/components that are possibly affected

by the failure Description of the reason for failure Possible remedies for the failure



Wolff Link Crane Diagnostics – Operating & Machine Data

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Summary of past operating data as basis for analysis with respect to: Life cycle evaluation Crane utilization



Online Crane Diagnostics as standard in Wolff cranes

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Crane Pack All Wolff cranes of the current production are fitted with a

teleservice modul as standard Teleservice adapter

GSM-Modem

GSM-Antenna

SIM-Card (to be provided by the customer )

Wolff teleservice hardware is designed to account for the future trend of data transmission via the internet

Office Pack Customers have the option of buying the office pack giving

them immediate access to all advantages of remote access to crane operating data Analog modem

Wolff Link Software

Wolff Link User Manual

Transmission via GSM is dependent on the local provider and may not be available in every region



Wolff Service-App for iPhoneMobile Service Order Processing


Paving the road to mobile service order processing

2006 Planning starts to replace the heterogeneous IT infrastructure with an integrated ERP system > SAP

2008 Production plants in Germany and the international headquarters in Switzerland are working on SAP

2010 SAP rolled out successfully in all Wolffkran subsidiaries in Europe

2011 Wolffkran launches the pilot project "mobile service order processing" via Service-App and Cloud Computing

Select service staff of Wolffkran Switzerlandare equipped with iPhone and Service-Appas of 1.4.2011



Administration of service orders and reporting of working hours via paper forms

Manual circulation of respective carbon copies to relevant persons tied into the service process

Resulting in: Long lead times from

opening to invoicing ofservice orders

Room for error dueto manual transfer ofdata from paper into SAP

Service Order Processing Today



Full integration into SAP possible ( no stand-alone solution) "Ease-of-use" of end-user mobile equipment Minimal support through IT required No independent server farms needed Reduction of possible interfaces Sensible cost/performance ratio

Requirements for a Mobile Solution


Example of a discarded solution


New mobile solution based on Cloud Computing Service staff receives, opens and administers service orders directly from

their iPhone (via standard app coresuite mobile) Direct data transmission to SAP via Cloud Connector for further processing

Advantages: Time saving service

order administration One-off data entry User-friendly

interface for end user Possibility to send

a photo of defect partto service center

Connecting Service Staff to SAP (anywhere, anytime)



Improved Communication Leads to Improved Service


Many issues in service management are a result of a lack of access to the right information, in the right quality, at the right time

Online Access to Crane Data

Early detection of crane failureFast repair of cranes on siteImproved preventive crane maintenanceEfficient crane fleet administration

Online Service Order Processing

Swifter administration of service ordersReduced lead times from opening to invoicingImproved disposition of spare parts

Enhanced service efficiency and lower service costs

Improved crane safety

ITC Conference, London, 12. May 2011 Dr. Peter Schiefer CEO.

Documents

crane pack

documented crane

luffing crane

designated crane

signals crane failure

peter schiefer itc conference

means of monitoring

peter schiefer ceo slide