(c) 2009 Xeronics AG Products & Solutions for Smart Remote Services 1 From Operational Data From Operational Data to Business Intelligence to Business Intelligence Data Extraction, Collection & Analytics System Monitoring & Management Remote Diagnostics & Support Installed Base Monitoring, Business Intelligence Usage. Reliability. Performance. Consumption. Predictive Maintenance. Service History. Product Lifecycle
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(c) 2009 Xeronics AG Products & Solutions for Smart Remote Services 1
From Operational Data From Operational Data to Business Intelligenceto Business Intelligence
Data Extraction, Collection & AnalyticsSystem Monitoring & ManagementRemote Diagnostics & SupportInstalled Base Monitoring, Business Intelligence
Usage. Reliability. Performance. Consumption. Predictive Maintenance. Service History. Product Lifecycle
(c) 2009 Xeronics AG Products & Solutions for Smart Remote Services 2
Company ProfileCompany Profile
• Founded in Jan 2008
• Spin-off of PASS Technologies AG
• Owned & financed by management
and private investors
• Product line: ODIS (Operational Data Integration System)
• Authorized Axeda Reseller
• Primary market:
• Healthcare/diagnostics companies
• Pharma drug discovery labs
• Lab automation instrument manufacturers
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Background/ExperienceBackground/Experience
• 20+ years in medical device and lab automation industry
• System verification and validation tools and services
• Data integration, system performance, and reliability monitoring
• System test
• Manufacturing QC
• Manual or semi-automated data collection for monitoring
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To provide solutions for product service and support facilitation and product analytics / field business intelligence.
MissionMission
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Smart Remote ServicesSmart Remote Services
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Remote Services ValuesRemote Services Values
◦ Improve service quality and reliability by being closer with your customer, quicker in reaction and better prepared
• Increase customer loyalty and retention by differentiating from competitors with services
◦ Improve customer satisfaction by reducing downtimes
◦ Increase knowledge about the performance of your delivered product and how your customers are using it
◦ Maximize service profitability by becoming more efficient in the delivery of your services
◦ Grow service revenue by offering more attractive andcompetitive contracts
◦ Expand service offerings providing remote services and remote monitoring capabilities
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In which stage are you currently ?In which stage are you currently ?
Source: Silvertrain
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• Continuous data collection & consolidation• Fault prediction• System operation monitoring• Statistical analysis• Field business intelligence
• Device status monitoring• Proactive notification• Software management
• Establish connectivity• Provide core Remote Services
Field business intelligence covers aspects such as:
• Performance• Reliability• Application• Consumption• Usage• Service
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Products & ServicesProducts & Services
• Manufacturers• Vendors / OEMs• End Customers
• Manufacturers• Vendors / OEMs• End Customers
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Operational data can be transformed into valuable information for the entire corporation:
ValuesValues
System Operation MonitoringSystem Operation Monitoring
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• Collect only selected data (extraction queries)
• Allow extraction queries to be configurable/deployable
• Provide context information by associating critical meta data• Configuration• Process parameters, start time, and duration• Progress/yield• Results• More
• Standardize labeling and format of collected data • Product versions• Product types• Product lines
• Ensure maximum security throughout the entire data transfer
• Consolidate and interpret collected data
• Dynamically adapt to changing structures of collected data
ChallengesChallenges
System Operation MonitoringSystem Operation Monitoring
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Benefits for Vendor AND Customer !Benefits for Vendor AND Customer !
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ODIS PortfolioODIS Portfolio
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ODIS Solution PlatformODIS Solution Platform
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Enterprise ServerData Import, Mapping and Consolidation
Enterprise ServerData Import, Mapping and Consolidation
DATA SOURCES
DATA SOURCES
Statistical Analysis
ReportingBI-Interface
Statistical Analysis
ReportingBI-Interface
APPLICATIONSAPPLICATIONS
Automated Test Reports
Automated Test Reports
Test Productivity & Results
Monitoring
Test Productivity & Results
Monitoring
Prototype Maturity
Monitoring
Prototype Maturity
Monitoring
Product Reliability
Monitoring
Product Reliability
Monitoring
Asset Management &
Monitoring
Asset Management &
Monitoring
System Test
System Test
Production QC
Production QC
Routine Operatio
n
Routine Operatio
n
Reliability Test
Reliability Test
Field Test,
Validation
Field Test,
Validation
ODIS Extractor ODIS Consolidator ODIS Reporter
ODIS Enterprise Platform ODIS Enterprise Platform
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ODIS ArchitectureODIS Architecture
ODIS Ware-house
ODIS Ware-house
Operational Data Extraction
Data Integration/Consolidation
Data Warehousing BI
Interface
Notification, Alerts, ContextInfo Instant System Status
Error Recovery Suggestions
ODIS Knowledge
Base
ODIS Knowledge
Base
Remote Diagnostics
Analytics, Business Intelligence
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ODIS Data ExtractionODIS Data Extraction
HomogeneousODIS XML output files
Result files
Log files
Configurationfiles
ODIS ExtractorODIS Extractor
Extractionqueries
Outputschemes
• Selective data extraction• Data purification• Data unification• Structure standardization
...
...
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Operational Data Aggregation Operational Data Aggregation (Examples)(Examples)
◦ System Downtimes◦ Activity / Utilization◦ Used Configurations & Applications◦ Failure Rates, MTBF, MTBS◦ Performance, Throughput, Yield◦ Consumption◦ Software Function Usage◦ Maintenance History◦ Firmware/Software Updates◦ Service History◦ System load◦ Installed base history
◦ Aggregations & Statistics◦ Per Device◦ Per Product Group◦ Per Product Version◦ Per Customer◦ Per VAR/OEM◦ Per Region◦ Per Period◦ Per Application◦ Per Issue / Severity
Report availability depending on data provided by deviceReport availability depending on data provided by device
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Business Intelligence drivenBusiness Intelligence drivenby Installed Base Feedbackby Installed Base Feedback
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ODIS BenefitsODIS Benefits
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BenefitsBenefits
Remote Diagnosis / Readjustments◦ Time reduction for support calls by as much as 90% ◦ Improved mean time to repair (MTTR) to increase
customer satisfaction ◦ Reduced “No Problem Found” visits by 20% or more ◦ Reduction of field service visits per year, significant
savings in travel costs
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BenefitsBenefits
Data Extraction & Collection◦ Continuous feedback from installed base◦ Reduction of data volume◦ Basis for Service Intelligence◦ Feed for dedicated unique Management Reports◦ Improved Service and Business Performance
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BenefitsBenefits
Software Management Service◦ Reduced cost and complexity of software distribution
and installation ◦ Ensuring that deployed products are at the latest
revision level ◦ Reduced support calls due to out-of-date software ◦ Reduced media costs by 30% - 50% ◦ Prevention of security vulnerabilities ◦ Reliable installation of software upgrades
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BenefitsBenefits
Preventive Maintenance◦ Reduced maintenance services costs◦ Knowing exactly what part of system within your product
requires service ◦ Increased customer satisfaction by raising the mean time
between failures ◦ Optimized parts inventory and supply chain
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BenefitsBenefits
Usage&Consumption Monitoring◦ Increased revenue through new service offerings◦ Verification of effective consumption versus ordered
consumables ◦ Controlled consumable supply chain from supplier to
customer
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