Search Results

291 items found

Blog Posts (146)

  • 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!

View All

Pages (27)

  • HOME | Lean-IQ

    The #1 Platform for Value Stream Engineering for Technology Experts for Strategists for Thought Leaders for All CONTACT ABOUT LEAN IQ We transform your visions into value-adding processes and products Globalization requires a holistic innovation strategy. In addition, we offer you access to expert knowledge and engineering resources who see themselves as real professionals in the development of future-oriented solutions. "Connected Intelligence!" We offer comprehensive lean management consulting for your company: Smart, Digital and Connected - get to know the challenges, their benefits and the result. We will help you! LEARN MORE Rely on our experience and our strong technology network for your success! Networked, smart, digital Get an insight into your value creation processes - at any time and from any place Full transparency We link regional and global market data with your value creation processes Digital collaboration Optimize your routine maintenance and increase your performance Responsiveness Let the rule functions proactively inform you in the event of deviations News Solution world There is always something going on here: innovations, new projects and information on markets and technologies. News from production, logistics and aftermarket service We offer numerous practical examples with a unique range for a wide variety of industries Exchange - Analysis - Connect Our marketplace Webcast The Digital Discovery Platform Structured innovation management combined with sustainable strategy development on a digital Internet of Things (IoT) platform Lean-IQ five²: 5 questions in 25 minutes Discover further business insights and get new perspectives for all aspects of production, logistics and aftermarket service Get exclusive industry insights & content > Many Thanks!

  • | Lean-IQ

    Anmelden Bist du neu hier? Registrieren E-Mail-Adresse Passwort Passwort vergessen? Fehlernachrichten erscheinen hier. Anmelden oder

  • Company | Lean-IQ

    Unsere Plattform We combine qualitative design approaches with quantitative analysis and a deep understanding of digital possibilities. Take the hassle out of managing your strategic projects and focus on what really matters – using insights and making good decisions. Processes We also find tailor-made solutions with customer-oriented service for complex production systems. We build on many years of industrial experience and agile project processing. Technology We describe & develop industry-specific technologies. Together with our partners, we offer you turnkey support, from the first idea to the operationally applicable solution. Software A systematic real-time recording of the raw data directly in production is crucial for modern production. We design a suitable and scalable application solution for you. Advisory As experts in the areas of production, logistics and aftermarket, we are also available to advise you. From the assessment and a feasibility study, we work out the basis for your success. II Management Smart, digital, networked Ralf Pühler, Dilp. Ing. (FH) Main topics: Production, logistics and aftermarket Business development, strategy Market & Operations Intelligence Innovation, digital transformation Project Management Office Follow me: Global experience and regional networks II Technology Partners Open innovation: Through the targeted involvement of our technology partners, we use creative potential in product development and create shared values. Together we develop innovative ideas that create meaning and open up added value. We act in an agile and digital manner, with the aim of launching first-class products in record time. IoT software platform that allows businesses to strategically leverage the revolutionary world of connected devices. Quickly build and deploy solutions that accelerate the IoT. Partner for highly engineered connectivity and sensing products that make a connected world possible. Turning ideas into technology with reliability and durability. Unsupervised machine learning leader provides breakthrough technology solutions never thought possible. Predictive maintenance in machine learning as a service. The world's leading IoT service provider. One global 0G network to connect your physical world with the digital universe and power industry transformation with complementary technology. Trusted IoT Edge components to simplify your digital project transformation. The open edge software environment accelerates product development without vendor lock-in Strategic, digital, networked: Solutions for business critical operations with in-depth industry knowledge. Optimizing your value creation porcess from lean to digital in 14 days. Partner for highly engineered connectivity and sensing products that make a connected world possible. Turning ideas into technology with reliability and durability. The world's leading IoT service provider. One global 0G network to connect your physical world with the digital universe and power industry transformation with complementary technology. The Fraunhofer Institute for Digital Media Technology IDMT is one of over 70 institutes of the Fraunhofer-Gesellschaft, the world's leading organization for applied research in Germany. Committed to supporting small and medium-sized companies on their way to digital transformation. An initiative of the Chamber of Commerce and Industry in Bavaria For thousands of industrial companies all over the world, HMS Networks is a trusted partner for industrial connectivity and communication. A world leader in ICT. GLG company provides financial, market and technolog information and advises investors and consultants with business clients seeking expert advice. Leading industrial networking and gateway hardware provider. Rugged Arm-based cellular IIoT gateways for uninterrupted connectivity for remote or distributed outdoor applications. Functioning logistics and production systems involve the perfect coordination of many different areas. A true partner from the first analysis to the final implementation. Network which pools the expertise of bavarian sensory companies - in their capacity as outstanding technology partners, they drive the development of intelligent sensor systems. Alleviate the hassle of project admin and focus on what really matters – leveraging technical and market insights and making great decisions with expert consulting advice. Committed to supporting small and medium-sized companies on their way to digital transformation. An initiative of the Chamber of Commerce and Industry in Bavaria Access to one of the largest freelance communities in the world. Experts in everything from tech to communications to project management, and more are all just a click away. Expand your view with the leading destination for fresh, relevant, high quality insights. Power your decisions with the kind of insights that can come only from real expertise. II Sustainability Experience and quality Lean.IQ paves the way for smart, sustainable solutions in all areas. Start aligning your operational value creation systems entirely with your customers and future challenges. One key to this are networked products and services that make people's work easier and conserve natural resources. As part of the project work, it is important to look for and find the most efficient ways to develop the most suitable and sustainable solutions. Innovation Sustainability is an opportunity and a driving force for innovations or the starting point for dynamic changes in companies. In order to develop truly sustainable solutions, we pursue an open innovation approach. We specifically involve technology partners in order to have new knowledge available for every challenge. In this way, we can already integrate sustainability issues in the innovation process of smart product-service systems in every project. II Digital mindset Agile and successful Many years of successful work via digital channels, platforms and tools: Lean.IQ is the right digital platform for the networked, collaborative development of innovative solutions. Lean.IQ creates transparency for previously unstructured knowledge, tailored to the fields of application and the individual project scope. Together with valuable industry insights and best practices, this is exactly the basis for designing innovations and directing growth. II Philosophy Transparency creates value We achieve our corporate goals through a sense of responsibility towards each customer, adherence to deadlines and the highest quality. Education and training are right at the top of our agenda - we always keep up to date with the latest developments in products and processes. We meet industry and branch-specific changes with new, innovative approaches so that they will stay ahead in the future. Through technology and market studies, we provide insights into strategically relevant information that create market-oriented problem awareness. By evaluating and discussing trends, risks and strategic options for action, we can make a significant contribution to understanding the industry and thus create a basis for well-founded strategic decisions. With the Lean.IQ marketplace , we bring method and technology knowledge together in specific concepts. In doing so, we focus on maximum transparency in order to be able to design your innovations and control your growth in a targeted manner. And if there is one thing in more than 15 years of experience, it is the need to never be static despite consistency.

View All