On the 16th October 2019, The Service Community was hosted by Atlas CopCo at their Innovation Centre, Deeside. With over 35 Service professionals, the conference room was packed in what is a fantastic facility. At the Innovation Centre you can see the latest technologies in fastening and automation in action. For example the self piercing riveting systems that enable assembly of aluminium car bodies that are now so important in the push to electric vehicles.
The day which started at 11am had five very different discussions, all looking at Services in Industry through different lens’ and perspectives.
The first discussion was led by our host Ian Cockett IAS Business Line manager – Service. Ian gave us a great overview of how Service is organised in this multinational, multi-product organisation. In particular how they empower local managers to adapt service products to the local customer needs, but at the same time have a standard service portfolio that enables a consistent value proposition to be proposed, especially across global key accounts. He also talked about the key challenges service faces in terms of how to create the Service Super-person who is multi-skilled and customer focused. We gained an insight into how Atlas Copco is beginning to use data to enhance performance and key into their customer’s Industrie 4.0 strategy. Ian’s presentation can be downloaded here Ian Cockett – Atlas Copco 10.2019_for public down load
Then Alex Bours and Henk Jonker from DiManEx led a discussion on how additive manufacturing has the capability to disrupt many Service Supply Chains.
After a presentation of the different components of additive manufacturing, which went well beyond 3D printing, the attendees split into smaller groups to discuss the potential impact of this technology on their own businesses. (Key thoughts on flipchart)
What I learned from the discussion is that Additive Manufacturing is fast becoming part of the supply chain landscape. The key being to figure out the value to the customer or the OEM, and then working backwards towards choosing the parts and Additive technology that can create most value for both customer and supplier. Here is there presentation and some of the points captured during the discussions.Service Community Event UK, Oct_16_2019_Handout
Iain Crosley – Managing Director of Hosokawa UK went into some considerable detail of how as an equipment OEM they have combined remote connectivity and advanced analytics to improve the throughput of their customers processes. He talked about how they have used it to accelerate the growth of their own contract manufacturing service business as well as developing a whole new business market by offering this knowhow as the Hosokawa Gen 4 software product. Iain gave a particularly valuable piece of insight into digitising the Install base and Back-office processes through his five ‘P’ checklist
- People: Have your people developed a data driven mindset
- Process: Have your processes moved with technology
- Plant: Has your plant layout and infrastructure enabled digitisiation of processes
- Product: Are your products designed to optimise the use of data
- Profit: How are you using data to create profit
See Iain’s presentation here.Iain Crosley_Hosokawa_Service Network 20191016
On the theme of digital, Martin Summerhayes till recently of Fujitsu, gave us a real world insight into how to use advanced Analytics to solve service problems in the rail industry. Essentially this was how to increase the customer satisfaction of a mobile ticketing solution. Having heard about the detailed problem solving process, the attendees reflected on how analytics could improve their service business, which was summarised on this flipchart:
I know from my own perspective I took away 3 clear lessons:
- Be very clear on the measure of success, whether that be a KPI or a specific measurable outcome.
- You do need people with the analytical capability to avoid over simplifying the analysis which leads to erroneous conclusions. A good example would be to take an average of an average
- Always check the analysis with detailed interviews of people involved with the problem and be meticulous in your observation. Real insight often comes from mixing the Qualitative and Quantative analysis
Download Martin’s presentation here Martin Summarhayes
And finally we were very lucky to have Phil Wardle, writer of PAS280 for the British Standards Institute. Titled “Through-life engineering services – Adding business value through a common framework – Guide” this is a comprehensive document on how to manage a Servitised business model. Written for large asset users by leading thinkers at Rolls Royce, BAE, MOD and Babcock, it is biased towards Aerospace and Defence, but can be applied to all service business big and small. One just has to look past the jargon and take a different view on the risks to determine the key activities.
After an initial description of the PAS, we had a discussion on how it could be applied to SME and other industrial segments. The fit was good especially in the planning phase. You can download the PAS for free at this link which usually costs 99GBP or down load Phil’s presentation using this link 191016 service community – philip wardle v1
For more information contact Nick at the Service Community email@example.com