EP1614067A2

EP1614067A2 - Method and system for supplying a number of service providers with technical service devices

Info

Publication number: EP1614067A2
Application number: EP04726434A
Authority: EP
Inventors: Bernd Neumann
Original assignee: Siemens AG
Current assignee: Siemens AG
Priority date: 2003-04-09
Filing date: 2004-04-08
Publication date: 2006-01-11
Also published as: WO2004092986A2; US20060277085A1; NO20055242L; NO20055242D0; DE112004001066D2; WO2004092986A3; US7831458B2

Abstract

A method for supplying a number of service providers with technical service devices makes it possible to reduce the expense incurred by a service provider for supplying its service employees with service devices and simultaneously and to improve the service process of the service provider and/or its quality of service. According to the invention, a number of service devices are assigned to each of the service providers, and each of the service providers respectively perform services at a number of facility locations that are located at locations different from storage locations for service devices thereof. The inventive method comprises the following steps: managing the service devices via a device service provider to which the respective number of service devices can be made available by the service providers, with the aid of a data processing system, whereby each of the service providers can access the data processing system, and a delivery of one or more service devices of the service provider to a desired facility location can be requested via the data processing system; delivering the requested service device(s) to the desired facility location via the device service provider.

Description

description

Process and system for supplying several service providers with technical service devices

The present invention relates to a method and system for supplying a number of service providers with technical service devices.

Numerous activities are carried out in technical systems e.g. carried out in the area of troubleshooting, testing and maintenance by technical service providers. Such service providers, e.g. After-sales service, quality or maintenance departments of large companies or special service companies sometimes have up to several 1000 service employees who are managed and managed by a service organization and who usually offer their services on a number of systems different locations. Such systems can e.g. industrial companies, hospitals, airports, large

Buildings, telecommunication facilities or plants for energy generation and distribution.

For the services, e.g. Troubleshootings in industrial companies, various, sometimes highly specialized technical equipment (hereinafter referred to as "service devices") such as tools, instruments, test and measurement devices are required. A service provider therefore has a number of service devices that he can provide to his service employees for their Provides service operations.

Whether simple hand and consumption tools, specific equipment adapted for service use or highly sensitive measuring and testing devices, everything requires extensive logistical organization for timely and local use and is often binding on the side of the service organization high resources for administration and inventory management. This is particularly the case if the services are carried out at plant locations that are different from the storage locations of the service devices.

7 shows a service process of a service provider in the event of a fault rectification and the influence of the tool and instrument supply on the service process and thus also on the service quality. Similar processes can be found in quality and maintenance departments.

A fault occurring at a plant location at time ts is reported to the service provider at time tse. After the reaction time trk has elapsed, a service employee is informed by his service organization about a service order and is preparing for it. He needs the set-up time trn to clarify and request his required service devices, so that he can only leave the malfunctioning system location at time t2.

It arrives there at time t3, which defines an arrival time ta = t3 - tse. The service employee needs the time te to troubleshoot the object so that it is available again from time t4. At time t5, the employee leaves the plant location again and returns to his posting base at time t6. Only after completion of rework for which he needs a rework time tn, the entire order for the service employee is completed at time t7.

For example, the following problems may arise and affect the service process and / or service quality:

Regarding the set-up time trn:

- Measuring device is not available, must be obtained first - The measuring device cannot be used because it is incomplete

- Tool case is not complete

Regarding the suppression time te: - incorrect measurement results due to missing calibration of a test equipment

- Diagnosis is not possible because the wrong service device was delivered

- Using outdated service devices requires more time to troubleshoot

Regarding the rework time tn:

- What to do with defective measuring devices?

- Who can repair a defective measuring device? - Obtaining a new device / tool is difficult

- Technical clarifications between the supplier and the service technician are often necessary

Other problems that can occur: - Quick decision to purchase an expensive measuring device / tool

- No cost-benefit analysis

- No overview of existing equipment

- No transparency regarding device use and device history

8 shows a simplified representation of a known process for supplying two service employees SP1 and SP2 of a service provider SDL with service devices. The service assignments of the service employees SP1 and SP2 take place at plant locations that are different from the storage locations of the service devices. Information flows are shown with solid lines, material flows with dashed lines.

The service provider SDL has a first number of service devices SGI at a first warehouse location and a second number of service devices SG2 at a second warehouse location. location that - as indicated by the arrows LV1 or LV2 - is managed by its service organization SO. The service organization offers its service employees SP1, SP2 these service devices in the form of service device offers AG1 and AG2.

After receiving a service order, the service employee SP1 sends a request AF1 for the delivery of the desired service device to a desired plant location to the service organization SO. This records the order and now commissions a service provider DLl by means of a delivery order DAF11 with the delivery of desired service devices from the warehouse of the service devices SGI to the warehouse of the service devices SG2, the picking of the entire shipment and the provision for delivery. For the delivery of ALI of the service devices to the service employee SP1, the service organization SO uses a delivery order DAF12 to commission a second service provider DL2.

If the service employee SP1 wishes the service devices to be returned to their storage locations after the service device service period has ended, he sends a return delivery request RF1 to the service organization SO. This records the return delivery request RF1 and in turn instructs the service providers DL1 and DL2 by means of return delivery requests DRF11 and DRF12 with the return delivery RL1 of the service devices to their respective warehouse locations. After return delivery RL1, service providers DLl and DL2 transmit their invoices RG11 and RG12 to service organization SO.

In a corresponding manner, the service organization provides for a delivery AL2 after a delivery request AF2 from the service employee SP2 via the service providers DL1 and DL2 and after a return delivery request RF2 for a return delivery RL2 of desired service devices. The information flows taking place correspond to the information flows explained above and are shown in FIG subscript numbers "2" or "21" and "22" in the reference numerals.

The service employees contact their service organization for the delivery and return delivery of service devices. The service organization must therefore record their requirements and check the availability of the service devices in the service device inventory. The service providers DLl and DL2 then have to be controlled and checked for deliveries and returns.

To avoid the aforementioned problems with the service process and / or the service quality, the service provider must keep a precise overview of his service equipment inventory, monitor test dates and cycles of measuring equipment (e.g. for calibrations) and carry out the necessary tests, document, archive and, if necessary, replacement devices for his service employees provide. The purchase of new service devices as well as the taking back of defective service devices and their repair processing must also be organized by the service provider.

All of these activities, which are necessary for a good supply of service equipment, cause a lot of work on the part of the service provider. However, the aforementioned problems in the service process often cannot be avoided and lead to an impairment of the service process and / or the service quality.

It is therefore an object of the present invention to specify a method and a system which make it possible to reduce the effort on the part of the service provider for supplying his service employees with service devices and at the same time, by largely avoiding the aforementioned problems, increasing his service process and / or service quality improve. According to the invention, the object directed to the method is achieved by a method for supplying a number of service providers with technical service devices, with each of the service providers being assigned a plurality of service devices and each of the service providers being provided with services at a plurality of plant locations carries out, which are different from the storage locations for its service devices, including the following process steps:

- Management of the service devices by a device service provider, to whom the respective plurality of service devices is made available by the service providers, with the aid of a data processing system, each of the service providers being able to access the data processing system and delivering a via the data processing system request one or more of its service devices to a desired plant location,

- Delivery of the requested service device (s) to the desired system location by the device

Service provider .

Advantageous embodiments of the method are the subject matter of claims 2 to 19.

According to the invention, the respective majority of the respective service providers - e.g. due to property - assigned service devices made available to a device service provider who manages them through a data processing system. Making the service devices available can e.g. by

Transfer of ownership and provision of information and / or technical data on the service devices. The service provider can access the data processing system and, via the data processing system, request delivery of one or more of his service devices to a desired plant location. Service personnel therefore do not turn to a service device when it is needed more to your service organization, but to the device service provider. The device service provider then delivers the requested service devices to the desired system location. The service provider thus relinquishes its competence for supplying service devices to its service employees to the device service provider and thus to a separate company that is different from the service provider.

In the known process explained with reference to FIG. 8, several service providers, e.g. Freight forwarders who are commissioned by the service provider until a desired device is at a desired system location. In service provider controlling, for example, this leads to a large number of redundant processes. Due to many interfaces, information is lost, e.g. an exact storage location or the required calibrations of a service device, which can lead to the problems mentioned at the outset that impair service quality.

In comparison, the inventive central management of the service devices by the device service provider eliminates a large number of the partially even redundant sub-processes and interfaces in the supply process. The effort for the supply of service devices is thus reduced overall and the provision times can be shortened. Consistent information supply with the help of the data processing system prevents loss of information and thus improves the quality of service. At the same time, the service device inventory can be managed across regions or across storage locations and can thus be used efficiently. Such an efficient use of the service devices may even reduce existing service device inventories and thus enable the service provider to reduce its assets. In particular, the service provider can dispense with particularly labor-intensive activities such as recording delivery and return delivery requests, repair and calibration monitoring and processing, and inventory control.

The device service provider preferably has a plurality of additional service devices of his own, which the service providers can request via the data processing system for delivery to the desired plant location. The device service provider thus provides a pool of devices that the service providers can access and can borrow or rent individual or multiple devices. As a result, the availability of service devices for the individual service providers can be increased without the service provider having to buy additional devices. Very expensive devices do not have to be bought, but can be rented from the device service provider. It is even possible to reduce the number of service devices and thus the assets on the part of the service provider.

According to a further advantageous embodiment of the invention, at least one of the service providers can request a service device from another of the service providers via the data processing system. The service providers can thus access a pool of service devices, into which the devices flow at least one, in the best case all service providers. As a result, either the availability of service devices for the at least one, in the best case for all, service providers can be increased or, if availability remains the same, their stocks can be reduced and / or the purchase of devices avoided.

The object directed to the system is achieved according to the invention by a system for supplying several service Service providers with technical service devices, with each of the service providers being assigned a plurality of service devices and each of the service providers performing services in a number of plant locations which are different in location from the storage locations for their service devices

a data processing system of a device service provider, to which the respective plurality of service devices is made available by the service providers, for managing the service devices, the data processing system being accessible for each of the service providers and one or more being delivered via the data processing system its service devices can be requested to a desired plant location, - means for arranging for the delivery of the requested service device (s) to the desired plant location by the device service provider.

The considerations and advantages mentioned with regard to the method according to the invention apply correspondingly to the system according to the invention. Advantageous embodiments of the system are the subject matter of subclaims 21 to 44.

The invention and further advantageous embodiments of the invention according to the features of the subclaims are explained in more detail below in a simplified representation using exemplary embodiments in the figures. The same reference numerals are used for the same elements. Show it:

1 shows a supply process according to the invention for service devices

2 shows a block diagram of a first embodiment of a system according to the invention 3 shows a flowchart of an embodiment of the method according to the invention

4 shows a block diagram of a second embodiment of a system according to the invention

5 shows an embodiment of a web page for inventory information and

6 shows an embodiment of a web page for electronic supervisory approval

1 shows a simplified representation of a process according to the invention for supplying two service employees SP11 and SP12 of a service provider SDL1 with service devices. The service provider SDL1 owns a first number of service devices SG11 and a second number of service devices SG12, which are each located at different storage locations and which he has made available to a device service provider GDL.

The device service provider GDL has a data processing system DV for the administration LV of the service devices SG11 and SG12. The data processing system DV informs the service employees SPll and SP12 by means of offers AGll and AG12 about the service devices available to them.

The service employee SPll can access the data processing system DV and request desired service devices for delivery via a delivery request AFll. The

Data processing system DV initiates the delivery of the ALU of the desired service devices to the service employee SP11 from the device inventory SG11 and / or SG12 by the device service provider.

If the service employee SPll requests a return delivery of the service devices after the service device service period has ended their respective storage locations, he transmits a return delivery request RF11 to the data processing system DV, which initiates a return delivery RL11 of the service devices to their respective storage location by the device service provider GDL. After the return delivery, the data processing system DV sends an invoice RG11 to the service organization SOI of the service provider SDLl. If a call back of the service device is necessary (e.g. due to a necessary calibration), the data processing system DV sends a call back message RRll to the service employee SPll, whereupon the data processing system DV causes the device service provider to return RL11 of the service device.

In a corresponding manner, the data processing system DV also ensures delivery AL12 or return delivery RL11 of service devices after a delivery request AF12 or return request RF12 from a service employee SP12. The associated information flow is identified by the subscript "12" in the reference numerals.

As can be seen from FIG. 1, the entire processing, from the delivery request to the return delivery of the service devices, is carried out by the device service provider GDL. On the part of the service provider SDLl, only the device service provider GDL and thus only one service provider has to be checked.

In addition, the device service provider GDL has a plurality of its own service devices SG-GDL, which are also managed by the data processing system DV and by service employees of the service provider SDL 1 via the data processing system DV for delivery to a desired plant location can be requested.

In addition, the device service provider GDL supplies a service provider SDL2 with service devices. The service Service providers SDL2 are assigned to the service devices SG2, which he has made available to the device service provider GDL. The service devices SG2 are also managed by the data processing system DV. The service provider SDL2 can access the data processing system DV and, via the data processing system DV, request delivery of one or more of its service devices to a desired plant location. By way of example, FIG. 1 shows supply processes for two employees SP21 and SP22 of the service provider SDL2. The information and material flows correspond to the information and material flows already explained in connection with the service employees SP11 and SP12 and are identified by the subscript numbers "21" and "22" in the reference symbols.

Overall, the service devices SG11 and SG12 of the service provider SDLl, the service devices SG-GDL of the service provider GDL and the service devices SG2 of the service provider SDL2 form a pool of service devices on which both the service provider SDLl and the service provider Service providers can access SDL2, so that the availability of service devices for the two service providers SDL1 and SDL2 can be increased significantly.

2 shows a block diagram of a first embodiment of a system according to the invention. The system 1 has, as a central element, a data processing system, designed as a server computer system 4, of a device service provider for the management of service devices, not shown, which either the device service provider of one or more

Service providers have been made available or which are specific to the device service provider.

The server computer system 4 has a database 6, in each of which a device data record 13 is stored for each of the service devices, said device data record clearly identifying the service device in terms of device type, location and user. contains data. The location data enables exact tracking of the location of the service device for quick access and short provision times. The user data enables personal-related administration of the service devices for time and cost-optimized use of the device.

A device data record 13 preferably also includes device owner data, rental cost data and / or purchase price data. The device owner data indicate which service device inventory the service device is assigned to, i.e. Which of the service providers it belongs to or whether it belongs to the device service provider. The rental cost data indicate the rental costs (e.g. per unit of time) and the purchase price data the purchase price of the device and are used for invoicing. According to a particularly advantageous embodiment of the invention, the device data record additionally includes a date for a call back of the service device, e.g. for the purpose of calibrating the service device.

Furthermore, a data record 14 is stored in the database 6 for each of the service persons, which are defined by the service providers for service device requests, which contains the data clearly identifying the service person in terms of name and associated service provider. A service person can include a single service employee or an entire group of service employees, which can be identified as a group via a person data record 14. The personal data record preferably comprises 14 criteria for the permissibility of a device request and / or a person authorized to release to release an impermissible device request. Furthermore, the personal data record has information about the service devices assigned to the service person.

In addition, the database 6 has a service organization data record 15 for each of the service organizations of the service providers. This contains information about Loan, rental and purchase conditions as well as addresses for invoicing.

The server computer system 4 also has a plurality 7 of web pages which can be sent to a client computer and displayed there. A web page 8 for the delivery request serves to display the service devices defined by the personal data records 14 in connection with the device data records 13. The web page 8 preferably has input fields for selecting and requesting one or more of the service devices displayed and for entering a delivery location and delivery date. A web page 9 for the return delivery request serves to display the delivered devices and to select and request the return delivery for one or more of the displayed service devices.

Via a web page 10 for the release of a delivery request, a person authorized to release can display the devices to be released for selection and release. Via a web page 11 for inventory information, the inventory of available and delivered devices can be displayed for employees of the device service provider or also for senior employees of the service provider. A web page 12 for user identification is used to enter a user ID. Via a web page 29 administrator

Interface, an administrator can add, edit or delete device data records 13, person data records 14 and service organization data records 15. Other web pages not shown can e.g. reporting, e.g. serve to display calibration reports.

Furthermore, the server computer system 4 has a plurality of functional means 16 for the execution of administration and monitoring functions. These functional means can be implemented in hardware and / or in software in the server computer system 4. Which includes: Means 17 for catalog creation, ie for creating a catalog of the service devices that can be requested by a service person, the service person only being shown the service devices assigned to them, means 18 for checking the availability of a requested service device in the service device inventory managed by the device service provider the service provider,

Means 19 for checking the availability of a requested service device in a service device inventory that is specific to the device service provider,

Means 20 for checking the availability of a requested service device in the service device inventory of the other service providers managed by the device service provider, means 21 for initiating a purchase of a requested service device,

Means 22 for checking the admissibility of a device request of a service person on the basis of the personal admission criteria of the service person and for issuing a release request to the person authorized to release the service person in the event that the device request is not permitted

1 SC _f

Means 23 for arranging for the delivery of a requested service device to the desired system location by the device service provider, e.g. by automatically printing a delivery note on a printer,

- Means 24 for automatically comparing a current date with the date for a call back of the service device and for initiating a return delivery of the service device to the device service provider in the event that the current date is the

Recall date exceeds

Means 25 for monitoring a return request from a service employee,

Means 26 for initiating the return delivery of a service device after receipt of a return delivery request and

- Means 27 for cost calculation and invoicing to a service organization. Since the interaction and the chronological sequence of the functional means 16 take place by means of a sequential control system, not shown in detail.

The server computer system 4 can be accessed via a data communication network 3. The network can be, for example, the Internet and / or an intranet. The network 3 can also include a mobile network, for example according to the WAP or UMTS protocol.

The server computer system 4 is accessed by the service provider via the network 3 by means of the client computer 5. The client computers 5 can be customary personal computers that can be accessed using a conventional web browser, e.g. Netscape Navigator or Microsoft Internet Explorer, are equipped to act. However, these can also be mobile computers which are equipped with a wireless interface, and also mobile telephones with WAP or UMTS capability. Personal digital assistants with a network interface and so-called web pads can also be used

Client computer 5 are used.

The interaction of the various components and functional means is now explained with the aid of FIG. 3, which shows a flow diagram of a particularly advantageous embodiment of the method according to the invention. In step 50, a service employee who wants to request a service device first starts a browser program on his client computer 5 and enters the Uniform Resource Locator (URL) of the server computer system 4 of the device service provider.

In step 51, the web page 12 for user identification is loaded from the server computer system 4 onto the client computer 5 of the service employee and the service employee identifies himself to the server computer system 4 with his user name. In step 52, the means 17 for creating the catalog of the server computer system 4 searches in the person records 14 stored in the database 6 for the person record belonging to the user name and the service devices assigned to the service employee by his person record and loads the web Page 8 for the delivery request with a catalog of these devices on the client computer 5 of the service employee. The means 17 which are listed in the catalog and identify the devices more precisely, such as type details, are taken from the associated device data records. Due to the individual catalog creation, a service employee is only shown the service devices that are actually important to him and tedious search procedures are no longer necessary.

The service employee then selects the desired service devices from the catalog offered to him in step 53 and, in step 54, enters the desired delivery date and the desired delivery location in an input field on the web page 8 for the delivery request. In step 55, the service employee sends his request to the server

Computer system 4.

The server computer system 4 now automatically starts an availability check in step 56. First, in step 57, the availability of a requested device in the service device inventory of the service provider managed by the device service provider is checked using the means 18. If the availability in the service device inventory of the service provider is given, means 23 for delivery cause the device to be borrowed to the service employee in step 62 and delivery of the service device from the service provider inventory in step 66.

If there is no availability in the service device inventory of the service provider, the availability is checked in step 58a with the aid of means 19 of the service device in a service device inventory owned by the device service provider. If there is availability in the service device inventory belonging to the device service provider, the service device is leased to the service provider in step 63 with the aid of means 23 and in step 66 the service device is delivered from the service device inventory owned by the device service provider

If there is no availability in the service device inventory of the device service provider, the step takes place

58b, the means 20 automatically checks the availability of the service device in the service device inventories of the other service providers. If there is availability in one of the service device stocks of the other service providers, the means 23 are used in step 63 to rent the service device to the service provider and in step 66 the service device is delivered from the service device inventory of one of the other service providers. Service provider.

If there is no availability in the service device inventory of the other service providers, the means 21 automatically checks whether a purchase of the service device is possible. For this purpose, the means 21 determines in step 59 from the device data set assigned to the device the purchase price of the device and compares this with the maximum allowable purchase price stored in the personal data set of the service employee. If the purchase price is less than the maximum permissible purchase price, a purchase 64 and a subsequent delivery 66 of the service device are initiated with the aid of the means 23. If the purchase price is greater than the maximum permissible purchase price, the means 22 for release monitoring in step 60 automatically a person authorized to release, e.g. the supervisor of the service employee, to release the

Purchase prompted. This is done, for example, by sending an email to the person authorized to release via network 3. The Approval or rejection takes place with the help of the web page 10 for approval, which is sent from the means 22 to the client computer 5 of the authorized user.

In step 61 it is checked whether the purchase is released by the person authorized to release. If there is no release, the service employee is informed in step 65, e.g. in the form of an email, informed and the procedure ended. In the event of a release, a means 64 to initiate a purchase causes the device 64 to be purchased 64 and the means 23 to initiate delivery cause it to be delivered 66.

After the service device has been delivered, the means 24 for callback monitoring automatically compares a current date with a date stored in the device data record for a callback of the service device. In the event that the current date exceeds the recall date, the service device will be called back to the device service provider. For this purpose, in step 69 the service employee is informed of the recall by means 24, in step 70 the delivery of a replacement device to the service employee is initiated and in step 71 by means 26 to initiate the return delivery, the device service manager initiates the return delivery of the recalled device.

If the current date does not exceed the recall date, the means 25 for return delivery request monitoring checks whether there is a return delivery request to the device by the service employee. The service employee can report such a return request to the server computer system 4, for example, by email or via the web page 9 for the return request. If there is a return request from the service employee, the means 26 for initiating the return delivery in step 71 are used to return the recalled device Device service provider initiated. If there is no return delivery request, the process jumps back to step 67. After the return delivery has taken place, in step 72 the means 27 for invoicing automatically sends an invoice to the service organization of the service employee.

4 shows a schematic representation of a further advantageous embodiment of a system 1 according to the invention. The system 1 has a data processing system DV with a server computer system with a web server 30, which is used by the service providers as notebooks 33 and / or workstations 32 trained client computers and the Internet 35 is accessible.

The web pages 7 and 7 are located on the web server 30

Functional means 16 according to FIG. 2. The database 6 with the device data records 13, personnel data records 14 and service organization data records 15 according to FIG. 2 is located on a database server 34, which is connected to the web server 30 and is preferably designed as an SQL 2000 database server. Employees of the device service provider such as Logistics processors, calibration centers or administrators have access to the web server 30 and the database server 34 via workstations 40 and an intranet 36.

In the exemplary embodiment in FIG. 4, a web server 30 and a database server 34 are provided and can be accessed by all service providers. However, it is also possible to provide a web server 30 and / or a database server 34 for each of the service providers, which can then only be accessed by the respective service provider. The individual web servers can then via a data network, e.g. via an intranet.

A firewall 37a is located between the web server 30 and the Internet 35. Because for security reasons some If service providers are not allowed to install WEB servers immediately after a firewall with personal data, the web server 30 is preceded by a further web server 31 without data storage, which only connects to the web server 30 and the database server 34 manufactures. A second firewall 37b is located between the web server 31 without data storage and the web server 30. A so-called “demilitarized zone” 38 is formed by the firewalls 37a and 37b.

On the web server 30, server pages ensure dynamic interaction with a user. An EIS layer can be accessed from the server pages, i.e. database systems (SQL Server) and EIS systems (Colorado, B.O.S.). In the case of system 1 according to FIG. 4, a connection to an ERP system 39 of the device service provider takes place via a WEB application server 41.

According to the computer architecture, there are several levels of responsibility (tiers). The following logical tiers occur in detail:

• A client tier based on thin clients, so that users can access the functionality of the data processing system via their browser.

• From two consecutive tiers from web servers that are shielded from access by firewalls.

• From an integration tier via which data from various EIS and legacy applications are used, such as from databases and SAP.

• From an EIS tier in which the actual user data is stored persistently, ie in database systems such as SQL Server and ERP systems such as SAP.

The integration of, for example, Colorado, BOS and the database system is taken into account in the architecture by its own integration tier. Data security can be guaranteed via encryption, authentication and authorization, for example via the database system (SQL Server).

Further examples of the scope of functions and a web-based representation (user interface) of these functions are shown in FIG. 5 for a personal material management and in FIG. 6 for an electronic superior release.

Preferred areas of application for the method and system according to the invention are:

- Personal management and administration of technical service equipment for large companies with a large number of service technicians (e.g. 5000-10000 service technicians). Complete supply of projects in large industry with tools and measuring and testing equipment (e.g. construction site equipment)

Procurement, management and administration of technical property, plant and equipment with annual acquisition values of over € 50 million, processing of over 100,000 orders in the rental and sales business.

The advantages that can be achieved are:

- No tedious search procedures for service employees when ordering, since catalogs have already been defined and set in advance for the customer.

- Own investments for the purchase of high-quality measuring and testing devices can be reduced by using a calibration pool. - Time and cost-optimized use of equipment through transparent, personal management of the equipment.

- A consistent process design and integration into the service management processes increases productivity in the service organizations.

- Reduction of administration effort through online information exchange, e.g. in the case of supervisor approval of orders or electronic sending and archiving of test reports and reports.

In principle, the method and system according to the invention can also be used to supply only a single service provider with service devices instead of supplying several service providers. However, access to the service devices of another service provider is then not possible. Furthermore, it is also possible that one or more of the service providers does not provide the device service provider with any service devices (for example because they do not have any service devices) and thus supplies them with service devices exclusively from the service device inventories of the device service provider and / or other service Service provider.

Claims

claims

1. Method for supplying several service providers (SDLl, SDL2) with technical service devices, wherein each of the service providers (SDLl or SDL2) is assigned a plurality of service devices (SG11, SG12 or SG2) and each of the services - Service provider performs services at a number of plant locations that are different from the storage locations for its service devices, including the following process steps:

- Management of the service devices by a device service provider (GDL), to which the respective plurality of service devices is made available by the service providers, with the aid of a data processing system (DV), wherein each of the service providers can access the data processing system and can request delivery of one or more of its service devices to a desired plant location via the data processing system, - delivery of the requested service device (s) to the desired plant location by the device service provider (GDL).

2. The method according to claim 1, characterized in that the device service provider (GDL) has a plurality of its own additional service devices (SG-GDL), which the service provider (SDLl, SDL2) via the data processing system (DV) for delivery can request to the desired plant location.

3. The method according to claim 1 or 2, characterized in that at least one of the service providers (SDLl) can request a service device from another of the service providers (SDL2) via the data processing system (DV).

4. The method according to claim 1, which also means that after a request for a service device by one of the service providers, the data processing system (DV) carries out the following steps:

- Checking the availability of the requested service device in the service device inventory of the service provider managed by the device service provider,

- If there is availability in the service device inventory of the service provider: Delivery of the service device from the service device inventory of the service provider.

5. The method as claimed in claim 4, so that the following further steps are carried out by the data processing system (DV):

- If there is no availability in the service device inventory of the service provider: checking the availability of the service device in a service device inventory that is specific to the device service provider

- If there is availability in the service device inventory belonging to the device service provider: Delivery of the service device from the service device inventory owned by the device service provider.

6. The method as claimed in claim 5, so that the following further steps are carried out by the data processing system: - If there is no availability in the service device inventory of the device service provider: Checking the availability of the service device in the service device inventory of the other service providers

- If there is availability in the service device inventory of the other service providers: Delivery of the service device from the service device inventory of one of the other service providers.

7. The method according to claim 6, so that the following further steps are carried out by the data processing system

- If there is no availability in the service device inventory of the other service providers: Purchase and delivery of the service device by the device service provider.

8. The method according to any one of the preceding claims, that the technical service devices comprise tools and / or measuring and / or testing means.

9. The method according to any one of the preceding claims, that the service providers have access to the data processing system (DV) via a data communication network (3), in particular the Internet and / or an intranet.

10. The method according to any one of the preceding claims, that a device record (13) is stored in the data processing system (DV) for each of the service devices, which contains the respective service device with uniquely characterizing data with regard to device type, location and user.

11. The method as claimed in claim 10, so that the device data record (13) additionally comprises device owner data, rental cost data and / or purchase price data.

12. The method according to claim 10 or 11, characterized in that the device data record (13) additionally comprises a date for a call back of the service device.

13. The method according to claim 12, characterized in that the data processing system (DV) automatically compares a current date with the date for a call back of the service device and, in the event that the current date exceeds the call back date, a call back of the service device to the device service provider.

14. The method according to claim 12 or 13, so that the date for a call-back of the service device is a date for calibration of the service device.

15. The method according to any one of the preceding claims, characterized in that at the service providers (SDLl or SDL2) service people (SPll, SP12 or SP21, SP22) are defined who can request service devices and that in the data processing system (DV ) a personal data record (14) is stored for each of the service persons, which contains the service person with unambiguously characterizing data with regard to name and associated service provider.

16. The method according to claim 15, so that the personal data record (14) comprises criteria for the permissibility of a device request and / or a person authorized to release to release an impermissible device request.

17. The method according to claim 16, characterized in that in the event of a device request by a service person, the data processing system (DV) checks the admissibility of the device request on the basis of the personal admission criteria and, in the event that the device request is not permitted, to the service person's authorized signatories requests approval of the device request.

18. The method according to claim 16, and that the personal admissibility criteria comprise a maximum permitted purchase price.

19. The method according to claim 15, characterized in that a service person (SP11, SP12, SP21, SP22) in the data processing system (DV) is assigned one or more of the service devices and only the service devices assigned to them in the form of the data processing system (DV) a catalog can be offered on request.

20. System (1) for supplying several service providers (SDL1, SDL2) with technical service devices, each of the service providers being assigned a plurality of service devices (SG11, SG12 and SG2) and each of the service providers Performs services in a number of plant locations that are different from the storage locations for its service devices

- A data processing system (DV) of a device service provider (GDL), to which the respective plurality of service devices is made available by the service providers, for managing the service devices, the data processing system (DV) being accessible to and via each of the service providers the data processing system can request delivery of one or more of its service devices to a desired plant location,

- Means (23) for arranging the delivery of the requested service device (s) to the desired plant location by the device service provider

21. System (1) according to claim 20, characterized in that the device service provider (GDL) over a plurality of him own additional service devices (SG-GDL) that can be requested by the service providers (SDLl, SDL2) via the data processing system (DV) for delivery to the desired system location

22. The system (1) according to claim 20 or 21, so that at least one of the service providers (SDL1) can be requested via the data processing system (DV) from at least one of the service providers (SDL2) via the data processing system (DV).

23. System (1) according to claim 20, characterized in that the data processing system (DV) means (18) for checking the availability of a requested service device in the service device inventory of the service provider (SDLl or managed by the device service provider (GDL) or SDL2).

24. System (1) according to claim 23, so that the data processing system (DV) has means (19) for checking the availability of a requested service device in a service device inventory of the device service provider (GDL).

25. System (1) according to claim 24, characterized in that the data processing system (DV) means (20) for checking the availability of a requested service device in the service device inventory managed by the device service provider (GDL) of the other service providers (SDL2 or . SDLl) has.

26. System (1) according to claim 20, characterized in that the data processing system (DV) has means (21) for initiating a purchase of a requested service device.

27. System (1) according to claim 20, that the technical service devices comprise tools and / or measuring and / or testing means.

28. System (1) according to claim 20, characterized in that the service provider (SDLl, SDL2) via a data communication network (3), in particular the Internet and / or an intranet, with the data processing system (DV) are connected.

29. System (1) according to one of claims 20 to 28, characterized in that in the data processing system (DV) for each of the service devices, a device data record (13) is stored, which uniquely identifies the respective service device with regard to device type, location and user contains characterizing data.

30. The system (1) as claimed in claim 29, so that the device data record (13) additionally comprises device owner data, rental cost data and / or purchase price data.

31. System (1) according to claim 29 or 30, so that the device data record (13) additionally includes a date for a call back of the service device.

32. System (1) according to claim 31, characterized in that the data processing system (DV) means (24) for automatically comparing a current date with the date for a call back of the service device and for causing a return delivery of the service device to the device service provider in the event that the current date exceeds the recall date.

33. The system (1) as claimed in claim 32, so that the date for a call back of the service device is a date for calibrating the service device.

34. System (1) according to one of claims 20 to 33, characterized in that at the service providers (SDLl, SDL2) service persons (SPll, SP12, SP21, SP22) are defined, who can request service devices and in which data processing System (DV), a personal data record (14) is stored for each of the service persons, which contains the data clearly identifying the service person in terms of name and associated service provider.

35. The system (1) according to claim 34, so that the personal data record (14) comprises criteria for the permissibility of a device request and / or a person authorized to release to release an impermissible device request.

36. System (1) according to claim 35, characterized in that the data processing system (DV) means (22) for checking the admissibility of a device request of a service person on the basis of the personal admission criteria of the service person and for issuing a release request to the person authorized to release the service person in the event that the device request is not permitted.

37. System (1) according to claim 35, so that the personal admissibility criteria comprise a maximum permitted purchase price.

38. System (1) according to claim 34, characterized in that one or more of the service devices are assigned to a service person in the data processing system (DV) and that means (17) are provided for creating the catalog by which the service person can only display the service devices assigned to them in the form of a catalog.

39. System (1) according to claim 29 and / or claim 34, so that the data processing system (DV) has a database (6) in which the device data sets (13) and / or the personal data sets (14) are stored.

40. System (1) according to claim 20, so that the data processing system (DV) is a server computer system (4).

41. System (1) according to claim 40, d a d u r c h g e k e n n z e i c h n e t that the

Service providers access the server computer system (4) via client computers (5).

42. System (1) according to claim 41, so that the server computer system (4) comprises at least one web server (30).

43. System (1) according to claim 42, so that the web server (30) is preceded by a web server (34) without data storage.

44. System (1) according to claim 42, so that the web server (30) is communicatively connected to one or more ERP database systems (39).