NORMET SERVICES1

www.normet.com

Field Service DigitalizationRather a change management than a technical challenge

Creig Walker

Changing the thinking

from repairing the

machines, as a reaction, to

tuning the performance of

the machines, proactively.

Customer Focused

Change from ad hoc

processes to globally

aligned, documented,

managed and measured

processes.

Processes

Using previously unavailable

CORRECT real-time data,

decision making will

changed from enlightened

guesses to fact driven

decisions.

Decision making

From working as an

individual in a silo to

working safely as a team

towards the common

goals.

People

Project vision

Customer Roles and Expectations

Are there any risks, safety,

operational or other??

Are we performing – are the

sites profitable?

How can we improve?

CxO

Supervisor

Site Manager

Operator Any safety issues?

Which machines are coming

today? Do we get all those done?

Who is working today?

Who is working with which

machine?

Do we have all the parts?

Any safety issues?

Is the site profitable?

How are operations running?

Do we have enough capacity?

Can we meet targets?

Any safety issues?

What do I do today, tomorrow

and the next?

Where is that machine?

How do I do this?

Where are those parts?

.

Management view

KPI’sFleet and Services

SMARTCAREFleet and Site Operations management. Operative

control and reporting view for services. Automated

scheduling, spare part demand and Customer

reporting. Integrated view for electronic Spare Part

catalogue

Service

Technician

Service

PlannerService

Coordinator

Sales

Manager

Customers & Opportunities

CRMSales funnel and customer relationship

management, reporting of sales probability and sales

prospect by market area, product and customer,

quotation & sales process management, customer

master data management. customer contact and

actions data management, etc.

Service

Manager

Manufacturing, Purchasing,Controlling & Accounting

ERPManagement of financial business transactions.

Analysis and reporting of costs, project cash flow and

company money flow . Supply transactions. Supplier management. Manufacturing management.

Finance &

Control

Logistics &

Purchasing

Manufacturing

Engineering

Product

Development

Products & Installed base

PDMProduct planning, development and management,

product design data, service data and structures. Item

management. Integration to engineering tools (CAD, etc.)

& to electronic Spare Part catalogue. Manufacturing

engineering data.

Documentation

Common platform with shared information

Client Focus &Active listening

EmotionalIntelligence

Business thinking

Creativity

Decision making

Complex ProblemSolving

Active Learning

Serviceorientation

Resourcemanagement

Repair &Maintenance

Quality Control

Critical thinking

Client Focus &Active listening

EmotionalIntelligence

Business thinking

Creativity

Decision making

Complex ProblemSolving

Active Learning

Service orientation

Resourcemanagement

Repair &Maintenance

Quality Control

Critical thinking

Client Focus &Active listening

EmotionalIntelligence

Business thinking

Creativity

Decision making

ComplexProblem Solving

Active Learning

Serviceorientation

Resourcemanagement

Repair &Maintenance

Quality Control

Critical thinkingSkill Change?Now

Future

SITE MANAGER

OPERATOR

SUPERVISOR

Development Journey

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PROJECT TEAM

Everyone needs to, and wants to be part of the team, but rare do we find a person who is willing to take action. Unclear goals.

FEAR THE UNKNOWN

“There are ready systems for this purpose”. “Field

service and site operations are totally different” – It

can’t happen here, doubting the ability.

GAINING MOMENTUM

Meeting where Team understands that we don’t have anything and that we aren’t copying the old way of working but building something new. UNCLARITY

Communication before the project has caused

the situation where everyone is expecting

ready and given result.

“As momentum builds, employees start to understand how they fit into the vision, and they often suggest ways to extend the vision.”

DEVELOPING NEW SKILLS

Creating something new requires learning something

new and learning takes time. Challenges to deliver concrete

results to key stakeholders.

CHALLENGES WITH SHORT

TERM WINS

Challenges with the organizing even the simplest demo creates

lot of suspicion in an organization.

DATA QUALITY

Which is worse: No data or data that looks correct, but is wrong?

WYSIWYG VS GIGO

DAY 1

How stick in a new way of working

when an old way was so much

nicer.

Measuring the benefits

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Additional Sales

(Revenue & Customer Satisfaction)

Fewer Unplanned Services

and missing Spare Parts

(Profitability & First time fix)

Increased Workshop Performance

(Utilization rate & Workshop throughput)

Zero Harm

(LTI & Near Miss)

Normet Smartcare

NORMET SERVICES8

www.normet.com

Field Service DigitalizationRather a change management than a technical challenge

Creig Walker

Summary

› Customer needs

› Cross functional team

› Users involved in the development work – commitment

› Understand the operating environment - culture

› Describe the big picture but develop step by step – quick wins, fail and learn fast

› Reserve enough time for communication – walk the talk

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