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  • Could customer service be far more than a utility?

    Utilities around the globe are working to shift from commodity provider to trusted energy advisor. This transformation hinges on an energy provider’s ability to go beyond traditional, transactional service. It requires a deep understanding of customers—and the ability to engage based on those insights. We’ve been talking and writing about this journey to trusted energy advisor for quite a few years. I’m just as passionate about it today as I was when the opportunity first emerged. That’s why I’m particularly interested in the findings of the Accenture End-to-Endless Customer Service study—global cross-industry research that spans multiple industries and studies both B2C and B2B customers. The top-level findings affirm that about one in five cross-industry organizations—and 15% of utilities—no longer manage their customer service function as an efficiency-driven, troubleshooting-focused cost center. Instead, these organizations fully view customer service as a value creator. They are embedding service skills and capabilities throughout the front office, transforming service from reactive (“something broke”) to regenerative (“here’s how we can improve this offering”). Their approach is paying off, as these same cross-industry organizations are achieving 3.5X more revenue growth while spending an average of only 50 basis points more on service. Among utilities, the increase in spending averages 60 basis points more. How are these high-growth organizations using customer service to create value? How might other energy providers replicate their success? Here are some of the key findings of the study—along with my take on implications for utilities. In the journey to trusted energy advisor, this ability to capture, analyze and then act on service-generated insights will be key. Today, it’s not uncommon for a utility to have valuable service-related data trapped on paper or siloed within different departments. Grow trust through proactive, predictive service In Accenture’s survey, about three-quarters of B2B (77%) and B2C (71%) customers indicated that proactive service solutions are important—but less effectively provided. Further, only 36% of customer service execs reported that their company prioritizes what’s best for customers when setting the future direction of service decisions. Reorienting service around the customer—and closing this gap between what customers want and what they’re currently getting—represents a big opportunity to deliver more value through service. Utilities have an opportunity to become more predictive and proactive in helping customers navigate through today’s inflationary environment. As prices keep going up, necessities like food, fuel for vehicles and utility costs eat up a much greater share of wallet for some customer segments. A utility can use a few forms of proactive service to help customers stay on track. For example, it may help to review people’s rate plan to see if there’s a way to trim their bill. Or a utility could do proactive outreach—checking in with customers and offering to put them on a payment plan. In this case, a utility isn’t using service to sell the latest, most innovative connected energy solution; it’s using service to build trust by helping customers manage through a difficult time. Grow usage by helping customers get more value The Accenture End-to-Endless Customer Service study found that B2C consumers benefit when service helps them get more value from their products. In fact, the more effective the service organization is at helping drive the most value from their product(s), the more likely customers are to purchase more. In the B2B realm, many providers assign a “customer success manager” to help a client get the most from what they’re purchasing. Our study found that 95% of B2B customers have that kind of dedicated resource. More than half of B2C consumers (54%) would like one, too—but only about one-third (35%) report having this type of support. These findings get to the heart of the opportunity to become a trusted energy advisor to both residential and business customers. For utilities, one of the most pressing opportunities is to make greater use of digital experiences that support “customer success.” For B2B customers, that support may be relatively sophisticated in terms of offering guidance on how to improve energy consumption. For B2C customers, being a trusted advisor might mean a two-way dialog about changes to a rate plan following the purchase of an electric vehicle. It could mean clear communication about the potential positive impacts of switching to renewable energy sources. Or it could include digital experiences that deliver the “basics”—outage notification, high bill alerts and more—more elegantly and conveniently. Grow possibility by activating service insights One of the most fascinating findings of our study: the potential for service-related insights to influence product development and innovation. We found when companies always involve their service organization in developing new products, they achieve 10X+ higher revenue growth. We also learned that just 22% of utilities are activating service insights in this way. In the journey to trusted energy advisor, this ability to capture, analyze and then act on service-generated insights will be key. Today, it’s not uncommon for a utility to have valuable service-related data trapped on paper or siloed within different departments. If a utility’s rates department has been responsible for developing and evolving products, there may be a lack of awareness of customer insights. Another common example is energy-efficiency audits. Many utilities outsource these audits to third parties, so they may not be pulling audit findings into their understanding of individual customers. Deeper understanding of and more effective engagement with customers is key to becoming a trusted energy advisor. Customer service offers the potential for significant value creation—but only if a utility fully embraces it as far more than a cost of doing business. I encourage you to explore the full findings of the Accenture End-to-Endless Customer Service study and to check out this client story about an energy provider leading the future of digital customer service.

  • Wireless Condition Monitoring

    Why use valuable manpower to collect vibration data on healthy machines? Why settle for measurements once a month when you can have them multiple times daily? Why have people venture into unsafe areas to collect routine measurements? Echo® Wireless Vibration Sensors can safely “look” at the machine’s health several times per day and provide immediate notification when warning or critical levels are reached. This frees up technical experts, like certified vibration analysts, for higher value tasks such as fault analysis. The Echo® Wireless Vibration Sensor and the EchoPlus® Wireless Junction Box make the set of overall vibration measurements, listed below, that provide early warning of most common machine faults. In addition to these measurements, Echo® provides accurate battery status. Using a user-programmable vibration threshold, Echo® can detect if the machine is not running and if not, skip a measurement to conserve battery power. Echo® Wireless Vibration Monitoring System takes your measurements faster and more frequently without risking worker safety. Echo® is Class 1 Division 2 approved - it operates safely in hazardous areas, where flammable gases may be present and the potential for explosion exists. Other benefits of wireless vibration monitoring include: Identify developing problems faster than with route-based method Monitor remote, dangerous, and hard-to-reach points "at a glance" Eliminate time that's wasted taking readings on healthy machines Integrate Echo® with your PLC via Modbus® to monitor plant machinery Industrial Sensors IMI Sensors, a division of PCB Piezotronics, is a global designer and manufacturer of industrial vibration monitoring instrumentation such as accelerometers, vibration transmitters and switches. These industrial sensors are used to spot imbalance, bearing faults and misalignment by measuring machine vibration, providing early fault diagnosis thus reducing downtime. Our vast product line interfaces directly with data acquisition equipment including online systems and handheld data collectors. We offer a full line of piezoelectric accelerometers, velocity sensors, dual output vibration sensors, 4-20 mA vibration transmitters, switches, relays, cables, displays and accessories. Virtually all of our products are certified for use in hazardous areas through CSA and ATEX. Six Primary Measurements RMS Velocity: RMS Velocity is the average of all velocity values captured within the sampling window and identifies low frequency faults such as unbalance and misalignment. Peak Velocity: Peak Velocity is RMS Velocity multiplied by 1.414 and identifies low frequency faults such as unbalance and misalignment. RMS Acceleration: RMS Acceleration is the average of all acceleration values captured within the sampling window and identifies high frequency faults such as broken rotor bars in electric motors. Peak Acceleration: Peak Acceleration is RMS Acceleration multiplied by 1.414 and identifies high frequency faults such as broken rotor bars in electric motors. True Peak Acceleration: True Peak Acceleration is the highest acceleration value captured within the sampling window and identifies high-frequency, impulsive faults such as rolling element bearing defects and some gear defects. Crest Factor: Crest Factor is the ratio of True Peak to RMS Acceleration and is used as an indicator of fault severity with caution. Data Visualization and Analytics with Exosite's Condition Monitoring Software For quick data visualization and analytics, Exosite offers customers a fully integrated software suite which allows you to get the system up and running with just a few steps. Its fully integrated connetcivity to PCBs Echo® condition monitoring system, what is left to do is type in your credentials and you are done! Connect with us and learn how this system can support you in monitoring critical high value assets!

  • "OPC UA for Machine Tools" integriert jetzt auch Bestandssysteme

    Quelle: Pressemitteilung des VDW: Neue Spezifikationen der jüngsten Version von OPC UA for Machine Tools erfassen, wie es heißt, jetzt auch wichtige Betriebsdaten und Kennzahlen. Und vorhandene Anlagen können besser integriert werden. Dr. Wilfried Schäfer, Geschäftsführer des VDW, freut sich über den Fortschritt und kommentiert: „Mit dem Update der Spezifikation für Werkzeugmaschinen ist ein weiterer wichtiger Meilenstein erreicht. Die Nutzung von Companion Specifications wird dadurch in Zukunft noch attraktiver und für mehr Akzeptanz unter den Abnehmern der Branche sorgen.“ Schäfer hofft, die Vorteile bereits auf den nächsten Messen demonstrieren zu können. Eine wichtige Rolle spiele dabei auch die allseits bekannte Konnektivitätsinitiative Umati, die den offenen Datenaustausch praktisch greifbar mache. In technischer Hinsicht stelle die neue Version ein ergänzendes Facet der Spezifikation OPC UA for Machine Tools (UA4MT) dar. Ein Facet ist eine Gruppe vordefinierter Parameter für eine spezielle Anwendung. Bei der UA4MT erweitert das KPI-Monitoring-Facet das Basisprofil um Parameter für: den Machinery State (Ist-Zustand der Maschine); den Machine Operation State (aktuelle Betriebsart der Maschine); die Fehlerinformationen; die notwendigen Eingriffe der Maschinenbedienenden; die Effizienzkennwerte (Stückzähler über die gesamte Lebensdauer der Maschine, Fertigteilezähler, Gutteilezähler); den Wartungsstatus der Maschine (Service, Inspektion, Reparatur, Upgrade). Übergreifende Standardisierung setzt auf etablierten Systemen auf Die Entwicklung zahlreicher OPC UA Companion Specifications für den Maschinen- und Anlagenbau gehe gut voran, denn sie schaffe offene Schnittstellenstandards zwischen Maschinen, Geräten und Software, die auf OPC UA basierten. Sie werden übrigens unter Führung des VDMA zur Global Production Language ausgebaut. Knapp 50 solcher Spezifikationen sind bereits erschienen oder werden derzeit entwickelt, betonen die Beteiligten. Bei der Umsetzung in die Praxis zeige sich jedoch, dass sich zukunftsfähige Technologien wie OPC UA erst in der Breite am Markt etablieren müssten, wenn es darum gehe, den Datenaustausch über bestehende Schnittstellen oder Systeme auf neue, offene Standards umzustellen. Dies betrifft laut VDW vor allem die in der Automobilindustrie etablierte Betriebs- und Maschinendatenerfassung (BDE respektive MDE). Meistens würden noch hausinterne Standards der Kunden angewendet, was eine übergreifende Standardisierung hemme. Die neue Erweiterung der OPC UA for Machine Tools Companion Specification will das Problem ad acta legen. Und nachdem die erste Version das globale Monitoring des Maschinenzustands von Werkzeugmaschinen adressiert hat, werden jetzt mit Version 1.01.1 wichtige Betriebsdaten und Kennzahlen, so genannte Key Perfomance Indicators (KPI), erfasst. Diesen Weg wird die OPC UA for Machinery gehen Die große Zahl der daran beteiligten Unternehmen mache es möglich, die Erfahrung mit den zahlreichen BDE-/MDE-Systemen der Kundschaft einfließen zu lassen. Schlussendlich finden sich fast alle Parameter, die bis heute in diesen Systemen verwendet werden, in der KPI-Erweiterung wieder, betont der VDW. Damit sei es durch einfaches Mapping möglich, die Bestandsdaten in einem OPC-UA-Ökosystem zu nutzen, oder übergangsweise auch umgekehrt. Aktuelle Initiativen, wie das Automotive Network „Catena-X“, geben ganz klar die Richtung vor, die da heißt: integrative, plattformbasierte Ökosystemen zu schaffen, die proprietäre, also nicht unabhängige, Installationen mittelfristig ablösen, wie man erfahren darf. Nachdem dieses Etappenziel erreicht ist, hat Dr. Alexander Broos, Leiter der Abteilung Forschung und Technik im VDW, die nächsten Schritte bereits fest im Blick: „Wir haben uns vorgenommen, unseren Umati-Demonstrator im vierten Quartal diesen Jahres auf eine sogenannte Pub/Sub-Technologie (Publish/Subscribe) upzudaten.“ Das vereinfache die Anbindung von Maschinen und Software weiter, und steigere dabei den Mehrwert der Interfaces für Cloud-Sevices. Darüber hinaus liegen zukünftigen Entwicklungsschwerpunkte auf dem Energiemonitoring, dem Jobmanagement und dem Machine Tending (Maschinenpflege). Diese drei Aspekte werden übrigens zurzeit im Kontext der Harmonisierung über die Arbeitsgruppe OPC UA for Machinery mit dem VDMA entwickelt. In den kommenden Monaten soll auch eine eigenständige Arbeitsgruppe für die additive Fertigung gegründet werden. Für die Umformtechnik wurde schon eine neue Untergruppe der bestehenden Werkzeugmaschinen-Gruppe eingerichtet. Getting Started - Wissenswertes zur Umsetzung von OPC UA mit Exosite's Edge Lösung Auf den Seiten der OPC Foundation können sie auf der Dokumentation alle Einzelheiten über erfahren. Für den praktischen Anwender bietet Exosite bereits Lösungsansätze mit einer entsprechenden Edge-IoT Bibliothek für OPC UA. Wenn sie zum Einsatz der Lösung konkrete Fragen haben, sprechen sie uns an!

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  • HOME | Lean-IQ

    The #1 Platform for Value Stream Engineering for Technology Experts for Strategists for Thought Leaders for All CONTACT ABOUT LEAN IQ Piloting your innovations for a successful take-off Envision new possibilities and extraordinary value paths by using AI-powered data science solutions and accelerators: KI-Deep-Tech- und Branchenexperten mit über 15 Jahren Erfahrung ​ Digitale Zusammenarbeit über die gesamte Wertschöpfungskette ​ ​ Einfache und schnelle Iterationen mit agilen Arbeitsmethoden Voll ausgestattete Lean-Werkbank mit zahlreichen Branchenkennzahlen ​ Design-Thinking-Ansatz für eine blitzschnelle Time-to-Value ​ ​ ​ Kontinuierliches Lernen , um ein Experte auf Ihrem Gebiet zu werden Get exclusive industry insights & content > Many Thanks!

  • Innovationen gestalten | Lean.IQ | München

    Exchange ᛫ Analyze ᛫ Connect Do you sometimes ask yourself these questions: "What emerging trends and technologies are critical to my business?" "How can I identify, select, analyze and use the multitude of information about new technologies and technological trends for my own growth?" Mehr über Lean-IQ erfahren Make AI your engine for high-speed performance with manufacturing analytics, as you fast-track value in your production The data volume coming in from various parts of the industrial value chain can be overwhelming. In a sector that lives on the proven edge of technology instead of the cutting edge, these businesses are still stuck with organizing their data pool around possible use cases. As a result, they are unprepared to handle heterogeneous data and derive actionable insights, leading to multiple challenges. Let's define your strategy with a clear vision and phased roadmap ​ Complete your technology ecosystem and build a data sharing platform ​ Scale operations and industrial analytics accross the company II Features Smart, digital, networked Lean-IQ combines the performance in value stream management with proven methodology, competent consulting services and a robust partner ecosystem. Our customers get quick insights into value stream management and can quickly scale the results across the operational landscape. ​ Design disruptive and sustainable innovations through more transparency in your value creation processes and holistic change management concepts. Lean-IQ stands for agile project work, precise results and quality with maximum profitability. 15+ years of experience and in-depth expertise in product and technology management in various industrial fields guarantee that each of our projects is successful. Exchange Great from experience Lean-IQ Exchange combines the exchange on technical and operational topics, market and industry trends with innovative concepts for transformation projects in a holistic approach. More Solution world Practical examples More Analyze Structure the change Lean-IQ Analyze structures and analyzes relevant information and data for your innovation process. We link trends and technologies for your strategy concept. More Connect Together one goal Lean-IQ Connect supports you in the solution- and technology-driven implementation of your strategy. We are your partner for future-oriented and sustainable growth. More II Exchange Great from experience With our many years of experience in product and technology management, we support you in further expanding your skills and remaining a global innovation leader. We are your partner for future-oriented and sustainable growth. ​ Because your business environment is changing at breakneck speed: New competitors, customer needs and rapid, radical leaps in technology require flexible and sustainable strategies as well as continuous innovation. Discover your potential and build an effective early warning system within your strategy process in order to determine the turning point of new trends and technologies in good time. Use internal and external scouting communities and identify potential synergies at an early stage through cross-functional collaboration. Foster a strong culture of innovation and encourage disruptive thinking throughout your organization. Portfolio: Digitization: From the conception to the implementation of Industry 4.0 projects. Costs: Implementation of measures to reduce costs , or introduction of zero-based budgeting. Operations: Strategic alignment of operational processes, release of growth potential. Strategy: structuring and optimizing value creation processes. A selection of industries for which Lean-IQ is the right solution: Automotive Electrical industry General engineering Automation technology Off road vehicles Plastics processing Lean-IQ is absolutely top class in the following areas: Production Logistics Aftermarket service Factory planning Supply Chain Mgt. Digital transformation Fit for production and logistics Kontakt aufnehmen II Analyze Structure the change We offer you an integrated framework for ideation and idea management. It includes processes, methods and best practices from various industrial sectors. Combined with our many years of experience in product and technology management, we support you in building and expanding your skills and remaining a global innovation leader. Our unique strength is the identification, aggregation and evaluation of large amounts of information and their transparent processing. We support you in compiling relevant content and information from a variety of databases in a structured and standardized way. To do this, we examine and analyze worldwide patent databases, scientific publications, websites and other data sources. So speed up your technology management process with automated scouting. In a technology strategy tailored to your needs, we visualize the trends, opportunity spaces, risks and innovation activities that are most relevant to your business. To do this, we develop reports, presentations and decision-making templates at top management level and enrich them with industry-specific inspiration. We link your innovation projects with trends and relevant technologies to identify "white spots" in your portfolio. So increase planning security and promote internal communication on innovation opportunities. Portfolio: Innovation: We compress knowledge through extensive screening and technology scouting. Markets: Overview of current market developments and trends, across industries and globally. Artificial intelligence: Anomaly detection in machines using historical and real-time data. Processes: Optimizing corporate and technology processes, from reactive to proactive. A selection of industries for which Lean-IQ is the right solution: Food & beverage Packaging industry Contract manufacturing Metalworking Apparatus construction Water management Lean-IQ is absolutely top class in the following areas: Lean management Product development Project management Performance management Operations Intelligence Change management Let's start something big together! Click here for the Lean-IQ Marketplace II Connect Together one goal With medium and long-term planning, you can make better decisions for the future today - we support you in implementing your strategy effectively. Roadmaps are a widely used tool in strategic planning. Their use is solution- and technology-driven and forms the link between future markets, products, technologies and resources in a temporal context. With our many years of experience in product and technology management, we support you in further expanding your skills and remaining a global innovation leader. We are your partner for future-oriented and sustainable growth. Manage the entire process from technology identification to strategic action planning. Keep an eye on the most important key figures of your technology landscape and identify technology-related risks and opportunities. Our portfolio: Connectivity: Continuous aggregation of machine and system data via the data bus and the edge. Transformation: Data basis for understanding and also for improving production processes. Analysis: Anomaly detection in the machine using historical and real-time data. Visualization: interactive dashboards for displaying the OEE snapshots and for data exploration. A selection of industries for which Lean-IQ is the right solution: Metalworking Apparatus construction Water management Food & Beverage Packaging industry Contract manufacturing Lean-IQ is absolutely top class in the following areas: Machine and production data acquisition Condition monitoring Predictive maintenance and analytics Kontakt aufnehmen

  • Smart Energy | Lean-IQ

    Access to real-time asset information offers the opportunity to significantly improve energy management by creating the necessary situational awareness and network intelligence. Smart Energy Measure Reduce Raise Scale // Find out more about our solutions Biogas Software Increased flexibility and income with digital solutions. Wind power Software Digital monitoring solution for Wind turbines. Hydropower Software Solutions for guardless operation of hydropower plants. Monitoring Software Performance documentation in power generation. Edge Connect Hardware Flexible IoT connectivity kits for seamless data transfer

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