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Siemens PLM SoftwareTeamcenter Service LifecycleManagement solutionsUsing service management to achieve maximum valuesiemens.com/teamcenter
Business challengesHighly-engineered products with long useful lives usually arevery valuable to both the companies that buy them and thecompanies that service and support them. Getting the mostfrom those products means maximizing availability andreliability. For the end customer, a nonoperational machine,airplane, generator or train means lost revenue that is notrecoverable. As customers look to maximize the value oftheir investment in products, manufacturers and serviceproviders are looking for a stable, profitable revenue streamfrom after-sales service. This focus on service leads to theneed to develop a service lifecycle management (SLM)strategy.For manufacturers, making the SLM strategy part of an overall product lifecycle management (PLM) vision is critical toaddressing a demanding array of challenges. Many of thesechallenges are also faced by third-party service providers: Leverage engineering, manufacturing and service data.Manufacturers must leverage their design/build knowledgeto establish a market advantage when they compete asservice providers. Service results must be communicatedback to engineering to improve product offerings Implement service-level and performance-based contracts.Customers expect more. Use of service contracts thatmeasure performance issues beyond conventional hourlyrate and parts replacement metrics now includeavailability/reliability and organizational performancefactors that reflect a better understanding of products,parts, supply chain and service activity2 Reduce service cycle time and costs. Service teams mustreduce turnaround time as well as the number of serviceevents needed to resolve issues Increase service team productivity. Service organizationshave limited resources in the form of qualified technicians,tools and parts. Getting the most of these resources helpsincrease profitability and capacity Maximize operational availability and reduce unscheduleddowntime. Products must remain operational as long aspossible Ensure compliant and complete service. Products must beserviced in a way that complies with industry and companystandardsTo meet these challenges for manufacturers, serviceproviders and owner/operators, Siemens PLM Software introduces a unified approach to SLM and PLM that fulfills thevision and strategy for both. Teamcenter softwareaddresses service as an integral process of the entire productlifecycle. This unified approach enables manufacturers toconsider product-as-a-platform-for-service and empowersservice providers with a single source of knowledge andprocess to manage, plan and execute services.
Introducing Teamcenter SLM solutionsTeamcenter solutions enable manufacturers, owners andservice organizations to support complex products with aservice management environment. Companies can use thisPLM-enabled, configuration-driven environment and thefollowing Teamcenter solutions to communicate physicalproduct definitions and maintenance information within aservice-oriented context that facilitates the accurate andrapid performance of multiple service functions: Service asset management (SAM) provides total visibilityinto configuration and service knowledge for complexlong-life physical products (assets), including each asset’sstatus and service history. Service event managementenables capture of the results of service activitiesperformed in-house or outsourced elsewhere in the servicevalue chain. The service dashboard provides insight intometrics necessary to effectively manage for commitmentssuch as performance-based logistics (PBL) and service-levelagreement (SLA) contractsBy managing service information in a secure web-native PLMenvironment, you can use Teamcenter to facilitate a faster,more coordinated service response. Teams can access thisservice knowledge at anytime from anywhere.By providing PLM core capabilities such as workflow, change,document and configuration management capabilities,Teamcenter enables service teams to work with engineeringteams in closed-loop processes that drive today’s optimizedinventory, warranty improvement and build-in initiatives. Inaddition, best practices and lean processes can be implemented and tracked across the entire service chain.By deploying community-oriented collaboration capabilitiesacross a PLM environment, Teamcenter empowers widelydispersed service technicians to visually exchange ideas inreal-time conferences, share applications and translate theirpoint-of-service concerns into re-usable intellectual capital. Service planner enables organizations to develop detailedmaintenance plans that form the basis for proactive serviceoperations using preventive-, conditional- and reliabilitybased service models. Service planner can also be used todevelop in-depth overhaul and decommission plans Service scheduler provides creation of work orders fromplans or ad hoc demands as well as visibility into serviceschedules, allowing optimization of resources and serviceevents to improve turnaround time and asset availability Service technician brings service information, instructionsand task assignments to the technician to execute servicetasks accurately, capturing service and asset informationthat improves first-time fix rates and reduces assetdowntime Content management enables organizations to author andpublish service documentation that can be configured anddelivered to the point of need specific to the asset and enduser to reduce service errors Reporting and analytics allows organizations to examineoperational information so they can discern trends in assetperformance and reliability, as well as track and analyzeasset and organizational key performance indicators (KPIs)3
What makes TeamcenterSLM solutions special?FactorDifferentiationConfigurationdriven serviceAs product configurations evolve into as-maintained asset configurations, manufacturers andservice teams have a compelling requirement to maintain configuration control, ensure regulatorycompliance and tightly integrate their operations with product engineering. Teamcenterconfiguration-driven service capabilities provide the PLM platform for meeting this need.By capturing, organizing and accessing asset information within the context of its configuration,organizations can rapidly and accurately improve service planning and execution activities.Organizations can leverage Teamcenter to establish feedback loops that bring the service concernsof field technicians to the product and service engineers who develop and support today’s complexproducts.Teamcenter enables service teams to understand an asset’s ongoing requirements and complianceconstraints. By leveraging a configured structure, service organizations can retain and access all ofthe information about an asset within a service-related context including inspection reports, deviations, maintenance procedures, service requirements and lifecycle limits. Teamcenter also providesthe complete history of the asset along with associated support information and monitored parts.Proven PLMplatformTeamcenter-driven PLM solutions are used to manage much of intellectual capital that definestoday’s highly complex assets before they reach the in-service stage. Teamcenter is uniquely positioned to link existing product and engineering data to service operations, and use those samecapabilities to empower other aftermarket service organizations.Scalability andopennessTeamcenter provides modular and highly scalable solutions that enable companies to address theirhighest business priorities first, without sacrificing security or performance. Organizations candeploy Teamcenter one step at a time in a phased approach that ensures rapid return-on-investment (ROI). Teamcenter-driven PLM environments can be expanded in seamless increments to satisfy the needs for growth, technology enhancement or service-team integration.Teamcenter-driven SLM solutions are delivered on an open PLM platform that protects investmentwhile facilitating vendor independence. This open platform allows organizations to integrateTeamcenter with other mission-critical systems, as well as to rapidly accommodate new serviceproviders and other partners.ComprehensivelifecyclecoverageTeamcenter SLM solutions are part of the larger Teamcenter PLM portfolio of digital lifecyclemanagement solutions. Organizations that own product responsibility from concept planning toend-of-life disposition can leverage Teamcenter to manage their entire product lifecycle.Product teams can incorporate service and reliability requirements determined during the productdevelopment cycle and feed these requirements to service organizations to properly developobjectives and procedures.Similarly, service teams can capture operational observations (such as mean time between failure,time-for-service procedures, failure codes and operational logs) and feed this information back toimprove products and service.4
tedAsmaintainedPerformanceNastranEng BOMM BOMWorkinstructionsO&MProductstructureLog bookAsset ryShopfloormanagerProducibilityShop workbreakdownstructureDesign entTasksMESAvailabilityMaterialsIETMs onfault isolationTime/lifelimitedWork cardsFRACASWork flowExecutePBL metricsPLM iability andmaintainabilityEngineering ordersunder change managementDeltaActualperformance,reliability andmaintainabilityEngineering changes(service bulletins, etc.)ReportingandanalyticsOperational feedback5
Teamcenter service assetmanagement solutionFacilitating total asset visibilityand lifecycle collaborationThe Teamcenter service asset managementsolution provides a single source of servicedata that supports manufacturers as well asphysical product service providers with theknowledge they require to be effective intheir portions of the lifecycle. For the manufacturer, SAM bridges the gaps betweenproduct engineering, manufacturing, logistics and services with a single knowledgesource that improves collaboration in anydirection of the product lifecycle.The service provider utilizes SAM to manageinformation anywhere it originates in theservice value chain to support service operations. SAM provides service insight via dashboards and reports into product, asset andprocess performance metrics that are criticalto achieve commitments, such as PBL andSLA contracts.6Service asset management captures,manages and provides data and metricson a wide range of operational knowledgeincluding: Configuration information that describesthe complete status and history of anasset, such as removal/replacement oftracked components and operationalutilization characteristics Comprehensive change and eventhistories that describe individual assetsand their related parts Baselines and common information thatcombine configuration information,change/event histories, technicalinformation and compliance standards/regulatory requirements for each class External service event actions andinformation
Logs of overhauls, inspections, faultcodes, service bulletin incorporations andfield orders Deviation authority and reasons forremoval/change Discrepancies and their corrective actionsManufacturers leverage Teamcenterconfiguration management capabilities tolink physical product configurations (i.e.,configurations that incorporate serializedpart and lot tracking) with as-designed engineering configurations to link operationalfeedback with products for next-generationimprovements.Owners, operators and third-party serviceproviders use Teamcenter to capture,develop and manage asset and serviceinformation in-house and from the servicevalue chain. Subsequently, service teamscan access all allowable configurations todetermine what approved parts and alternate/substitute parts can be used to resolvea service event as quickly as possible.7
Teamcenter serviceplanner solutionManaging the advanced serviceenvironmentThe Teamcenter service planner solutionaddresses the requirements of service organizations executing advanced operational models in which detailed service planning information is required for preventive, conditionalor reliability-based maintenance, and to support major overhauls or decommissions.Complex products in many industries requiremore aggressive services to prevent safetyfailures or operational interruptions.Adoption of performance-based and servicelevel contracts requires a more proactiveapproach for servicing assets and meetingbusiness objectives.Service planner enables service organizations to: Establish plans around baseline and specificconfigurations of products and assets Define requirements and frequencies forclasses of assets and specific assets8 Create and manage tasks, workinstructions, resources and estimates tosatisfy service requirements Utilize workflows to signoff on serviceplanning elements Establish safety and hazardous notices formaterial and service tasks Analyze work task sequences to removenonvalue-added steps for overalloptimization Roll up estimates for service tasks(cost and time) Import and export planning informationwith other systemsBy facilitating an environment that providesadvanced services for complex assets, usingTeamcenter ensures that compliant servicecan be accurately and effectively planned.The service organization using service planner can organize service information toreduce risk, cost and cycle time while improving asset availability and reliability.
Teamcenter servicescheduler solutionManaging the service scheduleTeamcenter service scheduler addresses theneeds of both reactive and proactive serviceorganizations by enabling users to managework orders and the creation of, and visibility into, service schedules. Enabling optimization of qualified resources, tasking andscheduling, Teamcenter enables you toreduce asset downtime and maximize service effectiveness.Service scheduler enables serviceorganizations to: Manage customer contact Create service catalogs of standard serviceofferings with estimates Create work orders and service from theapproved service plans or ad hocrequirements Schedule qualified resources andequipment based on resource and assetavailability Sequence service tasks to reduceredundant tasks and effortWith visibility into schedules, serviceoperations can maximize the effectivenessof service events to increase asset availability and customer satisfaction, reduce servicecosts and cycle time and optimize serviceoperations. Manage service activities, includingreactive and proactive service requests9
Teamcenter servicetechnician solutionFocusing on getting the work doneTeamcenter service technician brings assetand service knowledge to the point of needto enable the technician to focus on completing the work at hand accurately, quicklyand in compliance with all requirements.Through service work instructions deliveredby Teamcenter Active Workspace, assignments arrive in the technician’s work listalong with all relevant information toreduce wasted time and effort.Service technician empowers the technicianto complete work through: Access to asset and service information(including history) Delivery of detailed service workinstructions, including service proceduredocumentation (text, 2D/3D andanimations) Capture of asset utilization, actualtimes and part movement for assetconfiguration updates10 Documenting discrepancies and attachingother physical documentation to the asset Digital signoff of work and approvalthat automatically updates the servicescheduleTeamcenter allows the service technician toexecute service work accurately and withreduced effort to improve first-time fixrate and asset reliability. By reducing theeffort to accomplish service assignments,Teamcenter improves overall serviceoperations and throughput.
Teamcenter SLM benefitsSolutionsBenefitsService assetmanagement Provides total visibility into an organization’s assets under configuration control Improves asset tracking and life usage by leveraging fully defined lifecycle bill-of-materials (BOM) Enables rapid generation and digital distribution of service bulletins Injects event-driven service experiences into closed-loop, product-to-service improvementprocesses Incorporates service team concerns into early product lifecycle phases Delivers global point-of-service knowledge Manages all asset-related knowledge while providing access within the context of the asset’sconfiguration Enables manufacturers and service integrators to capture and incorporate asset knowledge andconfiguration changes that originate elsewhere in the service value chain Provides a service dashboard that facilitates insight into asset and process performance via keyperformance indicators that enable successful PBL and SLA business contracts Establishes a configured service BOM to manage all service planning informationService planner Enables service compliance and planning by establishing service plans for assets and productvariants Improves service efficiency by facilitating accurate and detailed service event planning Increases asset availability and reliability by defining service requirements and frequencies thatsupport advanced service operational models Enhances service quality by ensuring that approved service procedures are defined and followed Encourages hazard and safety compliance by defining notices that are applicable to specificmaterials, parts, service tasks or work cards Improves service cycle performance by facilitating faster diagnostic and service procedures tiedto fault codes Enables detailed service planning capability for overhaul and decommission workService scheduler Improves service quotes by establishing catalogs of standard offerings Controls costs by capturing efficiency and comparing to estimates Improves service operations with visibility into schedules for future, active and closed work Increases utilization of resources through visibility into work assignments Ensures qualified resources are assigned to tasks Increases asset availability through increased effectiveness of service events to reduce downtimeService technician Maximizes productivity with tasks and service work instructions delivered directly to technician atpoint-of-service Ensures service work compliance with approved procedures and digital signoff of work andapprovals Improves service integrity through rapid access to applicable technical knowledge for each servicetask and asset Increases asset management effectiveness through capture of configuration changes, utilizationand service measures Improves service and asset performance by retaining and delivering service experience andknowledge to the point-of-service11
About Siemens PLM SoftwareSiemens PLM Software, a business unit of the SiemensDigital Factory Division, is a leading global provider ofproduct lifecycle management (PLM) and manufacturingoperations management (MOM) software, systems andservices with over nine million licensed seats and morethan 77,000 customers worldwide. Headquartered inPlano, Texas, Siemens PLM Software works collaborativelywith its customers to provide industry software solutionsthat help companies everywhere achieve a sustainablecompetitive advantage by making real the innovations thatmatter. For more information on Siemens PLM Softwareproducts and services, visit www.siemens.com/plm.HeadquartersGranite Park One5800 Granite ParkwaySuite 600Plano, TX 75024USA 1 972 987 3000AmericasGranite Park One5800 Granite ParkwaySuite 600Plano, TX 75024USA 1 314 264 8499EuropeStephenson HouseSir William Siemens SquareFrimley, CamberleySurrey, GU16 8QD 44 (0) 1276 413200Asia-PacificSuites 4301-4302, 43/FAIA Kowloon Tower,Landmark East100 How Ming StreetKwun Tong, KowloonHong Kong 852 2230 3308 2015 Siemens Product Lifecycle Management SoftwareInc. Siemens and the Siemens logo are registered trademarksof Siemens AG. D-Cubed, Femap, Fibersim, Geolus, GO PLM,I-deas, JT, NX, Parasolid, Solid Edge, Syncrofit, Teamcenterand Tecnomatix are trademarks or registered trademarks ofSiemens Product Lifecycle Management Software Inc. or itssubsidiaries in the United States and in other countries. Allother logos, trademarks, registered trademarks or servicemarks belong to their respective holders.4973-X30 7/15 C
Teamcenter-driven PLM environments can be expanded in seamless increments to sat-isfy the needs for growth, technology enhancement or service-team integration. Teamcenter-driven SLM solutions are delivered on an open PLM platform that protects investment while facilitating vendor independence. This open platform allows organizations to integrate
