Wiki Collaboration in the Customer Service at Siemens Digital Factory
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1 Siemens Corporate Technology December 2015 Wiki Collaboration in the Customer Service at Siemens Digital Factory Bernd Lindner, Peter Müller-Hillebrand Unrestricted Siemens AG All rights reserved
2 This is not (just yet) Software business Trailer Siemens Minerals - solutions for mining and cement Page 2 December 2015 Bernd Lindner, CT RTC ITP Unrestricted Siemens AG All rights reserved
3 Minerals Portfolio Focus of Metals & Minerals Service Center Page 3 December 2015 Bernd Lindner, CT RTC ITP Unrestricted Siemens AG All rights reserved
4 Metals & Drive Systems Portfolio Overview of Metals Ironmaking Steelmaking Continuous Casting Hot Rolling Cold Rolling Strip Processing Metallurgical Process Rolling Process Page 4 December 2015 Bernd Lindner, CT RTC ITP Unrestricted Siemens AG All rights reserved
5 DF CS SD TCC Metals & Minerals Service Center Service Delivery for Contractual Customers Customer Customer Customer... Customer RC RC... Regional Companies On-Call Large Drives (Metals & Minerals) Metals & Minerals Service Center On-Call SIMINE Winder On-Call Low Voltage Drives... Engineering Engineering Commissioning Service Lines 24/7 with - reaction time, e.g. 2 h - Ready-to-travel time, e.g. 24 h Drives Power Server OEM-Partner Automation Experts are from - CS SD TCC, CS EH - PD LD OEC - CoC Page 5 December 2015 Bernd Lindner, CT RTC ITP Unrestricted Siemens AG All rights reserved
6 Initial situation (2009): A heterogeneous tool landscape impedes efficient customer service Visual Service Support Spare Parts Mgmt. MS Project server Discussion Forum (announcements) WebDoc (project documentation) Remote plant connectivity (crsp) Proflow DMS (project files) Installed base (plant configuration) Most important tool : The personal network The red book (process guide) CHARM knowledgebase (CRs) Product DBs of suppliers Service Portal Service Mgmt. Tool (ticket system) FITback Knowledgebase (CRs) Nevada (SAP master data) Maintenance shift on continuous casting machine (image source: Siemens) Page 6 December 2015 Bernd Lindner, CT RTC ITP Unrestricted Siemens AG All rights reserved
7 Initial situation (2009): A heterogeneous tool landscape impedes efficient customer service Visual Service Support Spare Parts Mgmt. Discussion Forum (announcements) Installed base (plant configuration) Product DBs of suppliers MS Project server Service Portal Challenges WebDoc (project documentation) Remote plant connectivity (crsp) Frequent tool / context switches Information silos of highly specific, inflexible tools No search across tools The red book Information Most important replication tool : (process guide) Information The personal hard network to maintain, keep up-to-date No simple knowledge sharing Most important tool : The personal network Service Mgmt. Tool (ticket system) Proflow DMS (project files) CHARM knowledgebase (CRs) FITback Knowledgebase (CRs) Maintenance shift on continuous casting machine (image source: Siemens) Nevada (SAP master data) Page 7 December 2015 Bernd Lindner, CT RTC ITP Unrestricted Siemens AG All rights reserved
8 Integrated Solution with a Service Management Wiki Versatile use of Confluence at DF CS to support service processes and improve collaboration Customers, Plants & Service Desks Internal Contacts and to customers, external contacts regional and units, roles experts Installed Base / Technology / Configuration Contract information data Remote access data information Location history Travel guide Product & Supplier Available product families and Completely Integrated Solutions (SIMETAL, SIMINE, SIROLL) Product components and parts Supplier information Solution Patterns How-Tos & FAQs Installation & fault investigation guides Service tools & checklists Process & Tool Guide Documenation of internal tools, processes & regulations Page 8 December 2015 Bernd Lindner, CT RTC ITP Unrestricted Siemens AG All rights reserved
9 Confluence Integration with Business Processes and existing Infrastructure Add-Ons developped by Siemens Corporate Technology Ticketing Connector Integration with Support Management Tool (SMT) for problem and request tracking (Omnitracker based) Macros to embed ticket and contract information in Confluence pages Information added to Confluence search index Google Maps Navigation / Geo-Tagging Google Maps embedded in Confluence pages to visualize and navigate content Geo-Tagging of pages with {metadata} Geo-Coding and caching Corporate Design Siemens Web Design Guidelines ( NWA ) implemented as Confluence Theme Single-Sign-On / AD Group Mapping Authentication via Corporate Entitlement Service (PKI / NTLM) Mapping of Active Directory groups to Confluence groups Page 9 December 2015 Bernd Lindner, CT RTC ITP Unrestricted Siemens AG All rights reserved
10 Embedded Google Maps provide visual overview and navigation to location-based content Maps embedded on different geographical levels (page hierarchy). Specific marker icons visualize different types of loctions or services. Pages are labelled with type of location and contain Geotags Map navigation Tree navigation Page 10 December 2015 Bernd Lindner, CT RTC ITP Unrestricted Siemens AG All rights reserved
11 Ticketing integration reduces context switching Available Confluence Macros: SMT Contract shows contract / SLA details SMT Tickets shows open tickets for a location Support Management Tool (SMT) Problem and request tracking Contract management SMT Activities shows history for a location (planned) Architecture: Data is loaded via Web Service interfaces Data is added to Confluence Lucene index and searchable with the standard Confluence search Some specific data is added as Page Metadata and available to Metadata Reports Search index is updated in a daily background job Confluence Wiki Pages for customers / locations show contract and ticket information in context Page 11 December 2015 Bernd Lindner, CT RTC ITP Unrestricted Siemens AG All rights reserved
12 Live Demo Page 12 December 2015 Bernd Lindner, CT RTC ITP Unrestricted Siemens AG All rights reserved
13 Service Management improved significantly Benefits of Atlassian Confluence Wiki Faster problem solutions Systematic re-use of expert knowledge, constant growth of Solution Patterns Every user is able to contribute - Wikipedia philosophy Easy collaboration Community with members from different departments and countries Less tool / context switches MSC Wiki is the dashboard with the one-click view to all important content for service on plants Access to the Web application without any installation of client software Flexibility & cost savings New processes, structures and content could easily be added, due to Wiki s undetermined applicability Option to discontinue operation of other tools Page 13 December 2015 Bernd Lindner, CT RTC ITP Unrestricted Siemens AG All rights reserved
14 Thanks for your kind attention Bernd Lindner Dipl. Inf. Software Architect Senior Key Expert Siemens AG CT RTC ITP Munich Internet siemens.com/innovation Intranet intranet.ct.siemens.com Peter Müller-Hillebrand Service Manager Metals & Minerals Service Center Siemens AG DF CS SD TCC MSC Erlangen Page 14 December 2015 Bernd Lindner, CT RTC ITP Unrestricted Siemens AG All rights reserved
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