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ERP & HR Solutions

Service management in real time

10 Feb. 2017 spotlights the progress of its Industry 4.0 portfolio at this year’s CeBIT.

ams spotlights the progress of its Industry 4.0 portfolio at this year’s CeBIT. Using service management as an example, ams will demonstrate how make-to-order, assemble-to-order and variant manufacturers can take advantage of the fourth industrial revolution. The ERP-supported service management solution makes it possible for manufacturers of capital goods to ensure that their products operate smoothly and at optimal cost along the entire value chain.

Using as its example Hoffmann Maschinen- und Appartebau, a leading manufacturer of grinding machines based in Lengede, Germany, ams demonstrates how the ams.erp order management system continuously monitors the operating parameters of capital goods that have been delivered. The analysis occurs in real time through secure internet connections. If anomalies emerge in the plant data being monitored, ams notifies the service technicians via the ams.Service portal so that the necessary measures can be initiated and potential production stoppages avoided. Thanks to the far-reaching automation of analysis and workflow control, customer service is able to control maintenance and service operations with minimal organisation required. Process support includes human resources planning, spare parts procurement and documentation of service activities, including billing.

ams.erp offers two different ways of mobile communication with headquarters. Using a web browser or app, the ERP system provides service technicians with access to system and order information for their current jobs. In addition, the mobile clients make it possible to report back on the work time required and the spare parts withdrawn from the warehouse. Thanks to online communication, service activities can be recorded and billed without delay once they have been completed. Furthermore, ams.erp updates the spare parts system and the technical order documentation of serviced products. This allows the required information to be provided to make-to-order, assemble-to-order and variant manufacturers, in order to manage their open service orders and ensure future operations are cost-effective.

“The increase in transparency along the entire value chain is certainly one of the key added benefits that we have experienced with ams”, concludes Elke Latton. “It has also enabled us to establish a knowledge base that we can use to continually improve both our work processes and the service and maintenance intervals of our products”.

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