GLOBEMEN WP1

 

D13

Guidelines for Sales and Services

 

Executive summary

 

This document is a deliverable of the Work package 1 of the IMS Globemen (GMN) project: D13 Guidelines for Sales and Services. IMS Globemen is an inter-regional project aiming to develop methods, tools and architectures to support inter-enterprise operations in one-of-kind industries, in different lifecycle phases. This report focuses on Sales and Services phases. It is based on the identification of industrial requirements and the specification of the tools in GMN industrial cases in three regions: EU, Japan and Switzerland. These have been reported in earlier deliverables D11 (Requirements) and D12 (Specification). Correspondingly; this report operates as input for further generalisation over the lifecycle in D43: Guidelines for Virtual Manufacturing Enterprise.

The main objective of the deliverable is to describe guidelines how the companies may operate in an inter-enterprise environment supported by the developed solutions for Sales and Service. The paper is an integrated document of the European, Japan and Swiss regions drawing together the commonalities of the industrial cases. These are analysed in chapter 3 from four views: functional, organisational, resource and information view:

-        The functional view includes a generalised description of the product lifecycle and the roles of Customer, Network and Virtual Enterprise in the subphases of Sales and Services.

-        The organisational view introduces the organisational units and structures involved in Sales and Services and how the inter-enterprise organisations are created and managed.

-        The resource view describes the tools for inter-enterprise information management in Sales and Services developed in Globemen and identifies common features of the solutions.

-        The information view presents a generalised picture of the flows of different types of information in the product lifecycle and identifies the needs for inter-enterprise information exchange.

 

The common guidelines presented in chapter 3 do not include detailed information about the case solutions. The case descriptions can be found in chapters 4-10:

       Fortum Engineering develops methods and tools for managing and creating knowledge in a network related to its pre-tendering and tendering process. The Fortum case is described in chapter 4.

       INTRACOM provides guidelines about managing knowledge and setting up the network related to the pre-sales and marketing process (chapter 5).

       Toyo Engineering Corporation aims to utilise its expert knowledge to support the customer in the product operation and service. TEC is also interested to extend the activities to the Sales phase (chapter 6).

       OMRON focuses on the renewal and improvement of the product in the operational phase (chapter 8).

       JSPMI/NeOS and IBM J DMES support the operation and modification of the product (the production system and its control) and the Virtual Enterprise (chapters 7 and 9).

       Buhler, the Swiss region industrial case (chapter 10) is focused to develop an E-service support system and to design and implement a service network for customer support.

        

Table of contents

1 Introduction 7

1.1 Background 7

1.2 Objective and contents of the report 7

2 Definitions 9

3 Common Guidelines for Sales & Services 10

3.1 Function view of product lifecycle 10

3.1.1 Introduction 10

3.1.2 Marketing and Relationship Management 11

3.1.3 Pre-qualification phase 12

3.1.4 Sales, Tendering 12

3.1.5 Delivery 14

3.1.6 Operation/ Service 14

3.2 Organisational view of Sales & Service 16

3.2.1 Organisational structures 16

3.2.2 Enterprises in Sales & Service networks and VEs 17

3.2.3 Networks in Sales & Service 19

3.2.4 Network operation - > Virtual enterprises (VE) 25

3.2.5 Relation of networks and VEs in Sales and Service 27

3.2.6 Network and VE Management in N-to-n relationships 28

3.3 Resource view 28

3.3.1 Tools for inter-enterprise information management in Sales and Service 28

3.3.2 Features of inter-enterprise information management solutions 30

3.4 Information view 31

4 Guidelines by Fortum 34

4.1 Vision 34

4.2 The Developed Solution 35

4.3 Usage scenarios 36

4.3.1 Phase 1 39

4.3.2 Phase 2 40

4.3.3 Phase 3 40

4.4 KCE tools in information process 40

4.4.1 Informal Mapping 41

4.4.2 Distribution of information 41

4.4.3 Structured Mapping 42

4.5 Guidelines for KCE in FEs Sales and Service process 43

4.5.1 Relevant VE knowledge in Sales and Service process 43

4.5.2 Software used in Sales and Service process 45

4.5.3 KCE usage for VE in Sales and Service process 46

4.5.4 VEP usage in Sales and Service process in future 48

5 Guidelines by INTRACOM 50

5.1 Vision 50

5.1.1 Holistic view 50

5.1.2 Business environment 50

5.1.3 Sales and Service view 51

5.2 The Developed Solution 52

5.2.1 Description of solution 52

5.2.2 Usage Scenarios 54

5.3 Guidelines for Sales and Service 55

6 Guidelines by Toyo Engineering Corporation 60

6.1 Vision 60

6.1.1 Holistic view 60

6.1.2 Business environment 60

6.1.3 Sales and Service view 61

6.2 The Developed Solution 61

6.2.1 Description of solution 61

6.2.2 Usage Scenarios 62

6.3 Guidelines for Sales and Service 63

6.3.1 Establishment and Operation of Network - Service Focus 63

6.3.2 Set Up and Operation of VEs - Service Focus 64

7 Guidelines by IBM Japan 65

7.1 Vision 65

7.1.1 Holistic View 65

7.1.2 Business environment 65

7.1.3 Sales and Services View 65

7.2 The Developed Solution 66

7.2.1 Description of Solution 66

7.2.2 Usage Scenario 67

7.3 Guidelines for Sales and Service 70

7.3.1 Establishment and Operation of Network - Sales and Service Focus 70

7.3.2 Set Up and Operation of VEs - Sales and Service Focus 70

8 Guidelines by OMRON 71

8.1 Vision 71

8.2 Requirements Analysis 71

8.3 Specifications Definition 72

8.4 The Developed Solution 72

8.5 Use Cases 72

8.5.1 Actors and places 72

4.5.2 Detailed description of the services 73

9 Guidelines by JSPMI 74

9.1 Vision - Holistic view 74

9.1.1 Business environment 74

Sales and Service view 75

9.2 The Developed Solution 76

9.2.1 Description of solution 76

9.2.2 Usage Scenarios 76

9.3 Guidelines for Sales and Service 80

9.3.1 Establishment and Operation of Network - Sales and Service Focus 80

9.3.2 Set Up and Operation of VEs - Sales and Service Focus 80

10 Guidelines by Swiss region (Buhler) 82

10.1 Introduction 82

10.2 Vision 82

10.2.1 Holistic view 82

10.3 The Developed Solution 82

10.3.1 Description of solution 82

10.3.2 Usage Scenarios 84

10.4 Guidelines for the Service Virtual Enterprise (SVE) 86

10.4.1 The Service Virtual Enterprise concept 86

10.4.2 Characteristics of Virtual Enterprise and Service Virtual Enterprise 87

10.4.3 Service Virtual Enterprise (SVE) 88

11 Conclusion 92

12 References 93