1. E-Service Support System Demonstration 6 th plenary, December 2002 HelsinkiGLOBEMEN Gerhard Burger (ETH) Ingo Hartel (ETH) Martin Kauer (Bühler AG)

2. After Sales Service is getting more and more a key success factor for Bühler Margin in plant sales tend to decrease Difficulties in offering quick service although a service network exists (number of service centers and number of service experts is limited) Broad variety of plants and machines which need specific knowledge Motivation

3. Concentrate service specific knowledge in one single source Enable customers to perform self support Supply customers, partners and own service personnel with specific service information Establish partnerships in service business and enable service partners to perform service Establish temporary partnerships depending on service task Use new ICT to provide partners with service data  SVE on the basis of E3S Idea

4. Self Support Service center (Problem Identification) Consultation with Specialist On Site Service with partners Billing Documen- tation Customer The Service process of a Virtual Enterprise Demo process

5. E-Service Support System Service-Kit Customers Bühler Service Technicians and Service Partners Mobile Service Station Server PDM-System customer data parts list product structure management of spare parts list, documents (e.g. drawings) PDM-System customer data parts list product structure management of spare parts list, documents (e.g. drawings) Service-Station Bühler Service Center Service-Station Internet Service Web Site Point-to-point connection Remote Support Full Remote Access to

6. Overview Demo System Login MySmarTeam Login SmartWeb External Applications spec.-Services Public area Service Portal User specific area (Login required) public-Services Users PC-Anywhere, MS-Net meeting, Existing diagnostic tools of Buhler Partners, Customers Buhler Service

7. Internet access Public area and specific services Provides general Buhler and general service information Provides access to E- Service World Provides access to user specific services and tools after registration User is provided with reduced amount of data in order to enhance clarity Data is structured in a way to additionally support user self support

8. Internet Acces / Buhler Service Technician SmartWeb

9. SmartWeb (Buhler Service Technician) Full access to the Buhler PDM system via Internet Browser Reserved access channel for Buhler service personnel Full access to plant SQ/FF as well as CS and DD data (DD- Documents, DD-Structure) Provide Buhler Service Technician with all available plant and machine data Data is structured according to a service point of view Search for different types of documents (like check lists etc.) or information (e.g. all pellet mills of customer „XYZ“)

10. Internet Access / Customers and Partners MySmarTeam

11. MySmarTeam (Customers and Partners) Definition of different user communities (e.g. customer, partner) Each user community has access to data adjusted to its needs, its knowledge and its expertise Data is structured in a very simple way to allow also the unexpirienced user to find necessary information Possibility to define temporary communities in order to allow service partners to access to predefined sets of information regarding a specific service task

12. SmarTeam / Data model Business Units Product module DD Product structure DD- Documents Parts Class „Buhler“ Class „DD- Product Structure“ Class „ Parts“ Class „DD- Documents“

13. Plant SQ Project FF Project Project Documen- tation Folder Class „Plants“Class „SQ/FF Documents“ Project Documen- tation Folder CS Project Project Documen- tation Folder SmarTeam / Data model

14. Geometric Data Folder Project Documen- tation Folder Plant Structure Folder Class „SQ/FF Documents“ Plant Structure Module SmarTeam Data model Class „DD Product Structure“ Product Product Family Product Variation Product Module Class „DD Documents“ CAD Folder Documen- tation Main Folder Assembly Part....