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Slide 1
Intermec together with partners have worked with Lawson to provide an advanced solution allowing mobile workers to communicate directly
with the Lawson applications using a windows handheld mobile
computer. This case study will discuss how this technology is
being used at a large international customer.
1. Introduction
Slide 2
Agenda
1. Introduction2. Toyota Material Handling Europe, service and
support organisation3. Background and solution to mobile platform4. Customer and business impact 5. Future6. Intermec, and TMHE7. Q & A
COMPANY CONFIDENTIAL
2. Toyota Material Handling Europe, Mobile Service and support organisation
Slide 4
Slide 5
Toyota's people & network
Support organisation in Europe:
Coverage in 30 countries
More than 4 800 technicians
More than 400 sales and service centres
Mobile fleet of 3 300 fully equipped service vans
More than 3.5 million service assignments per year
First-time fix in 95% of cases
COMPANY CONFIDENTIAL
3. Background and solution to Mobile Service Platform
Slide 7
Background to Toyota Mobile Service platform
Drivers:• Increased competition• Increased customer demands
Issues:• Technicians had mainly paper and
phone contacts • TMHE business system was not
integrated and did not communicate with technicians in the field.
• Different non-standardized process in TMHE sales and service companies.
• Work was processed through 4,5 million worksheets by front and back-office.
Solution:Drove TMHE to find ways how to operate the service business in a more efficient way by using the information which was present in TMHE common ERP system Movex.
Slide 8
Strategy for implementation
TMHE decided to start the Mobile service worker project year 2000 Map current service processes in all
Sales Companies Describe benefits and disadvantages Define a “best practise” service process All Sales Companies to agree on the
future service process
Slide 9
One Business System for all of TMHE Europe
Movex is TMHE common Business System in Europe. All functions within TMHE are working with Movex e.g. sales,
service, rental, finance etc. One common Business System in Europe is an advantage
that makes TMHE stronger than its competitors. The strategy to implement one business system in Europe
made it possible to develop common applications and processes e.g. EASY.
TMHE has today installed Movex in 18 countries (out of 25)
Slide 10
EASY – Mobile Worker platform in TMHE To operate the Service business in a more
efficient way with help of the information which we have in our common ERP system Movex.
To implement a best practice service process.
One standard service process for all Sales Companies.
Increase Service Revenue. Improve the administration of our service
operations . Improve utilisation of Service Engineers . Be perceived by customers to be innovative.
TECHNOLOGY PROCESS
ORGANIZATION
EASY
EASY = Engineer Administration SYstem
Slide 11
EASY – The service order process
Follow up work & create
invoice
Follow up work & create
invoice
Reportwork
Reportwork
Perform work
Perform work
Start:- Service need identifiedPlanned / Breakdown
ServiceNeed
Stop:-Invoice created
InvoiceIdentify workIdentify work Plan workPlan work
Parts ordering& delivery
Parts ordering& delivery
Follow up work & create
invoice
Follow up work & create
invoice
Follow up work & create
invoice
Follow up work & create
invoice
Reportwork
Reportwork
Reportwork
Reportwork
Perform work
Perform work
Perform work
Perform work
Start:- Service need identifiedPlanned / Breakdown
ServiceNeed
Start:- Service need identifiedPlanned / Breakdown
ServiceNeed
Stop:-Invoice created
Invoice
Stop:-Invoice created
InvoiceInvoiceIdentify workIdentify workIdentify workIdentify work Plan workPlan workPlan workPlan work
Parts ordering& delivery
Parts ordering& delivery
Parts ordering& delivery
Parts ordering& delivery
Call taken, logged and dispatched by our team of co-ordinators
Call received by engineer through a PDA and cell phone
Customer informedof work to be completed and report generated
Call completed and details dispatched back to central system.
ReportsFleet Management System
Call respondedwithin 4 hours tomaximise equipment availability
Call taken, logged and dispatched by our team of co-ordinators
Call received by engineer through a PDA and cell phone
Customer informedof work to be completed and report generated
Call completed and details dispatched back to central system.
ReportsFleet Management System
Call respondedwithin 4 hours tomaximise equipment availability
Slide 12
System Overview
Middle ware
AT&T Global
Network
Movex
WEB application
COMPANY CONFIDENTIAL
4. Customer and business impact
Slide 14
Slide 15
Faster response to service calls: instant communicationand work scheduling
Full service history for all trucks to ensure rapiddiagnosis and repair
Full access to all parts information and ability to order on line
Transparency for TMHE customers, full worksheet display for secure sign-off
EASY Impact on customer service
Slide 16
EASY Business results
EASY gave a number of operational, financial and customer benefits as well as increased margin and volume for TMHE service
EASY has undoubtedly saved money and increased revenue opportunities. A very large part of the total savings comes from reduced workload in Back-Office.
EASY has modernised the service order process and the whole area of engineering support.
EASY had implications to the structure in TMHE Sales companies.
Goodwill effect. EASY has most likely strengthened TMHE:s market position and the customers perception of TMHE as an innovative and competent partner.
COMPANY CONFIDENTIAL
5. Future plans
Slide 18
Everything in the PDA – one tool for the technician Service documentation in the PDA Online update of documentation GPS for navigation and resource allocation Barcode and/or RFID Wireless connection to machines – error reporting Replace phones with PDA Etc
TMHE Future Vision with EASY
COMPANY CONFIDENTIAL
6. Intermec, and TMHE
Slide 20
Intermec project support
In end of 2007, Intermec was chosen to be the hardware provider for next generation of handheld devices for TMHE
Together with Lawson and partner, Intermec is part of the vendors board for EASY
Intermec has been present during tests, evaluations and pilots all through the project history.
Slide 21
Toyota Material Handling Europe (TMHE), an Intermec reference case!
Intermec view of this project TMHE has great internal knowledge of its operation as well as
customer demands Drivers and success factors clearly defined at start TMHE is a very competent buyer and with a strong project
management TMHE controlled and ensured joint efforts of all parties
involved
COMPANY CONFIDENTIAL
7. Q & A