ASAP meeting, University of Brescia 24 September 2019 Industry 4.0 can be a difficult concept to understand – where should we start? … to describe use cases from both large and small industrial firms … to provide a short set of lessons learnt to help others beginning their digitalisation transformation Using actual cases from large and small firms to provide short case book of lessons learnt for other business who are starting their digital transformation

1. Industry 4.0 – lessons from the field
ASAP meeting, University of Brescia
24 September 2019
Dr Shaun West
Institute of Innovation and Technology Management

2. Industry 4.0 – lessons from the field | ASAP meeting, University of Brescia | 24 September 2019 | Dr Shaun West
Introduction
The problem and the purpose of this paper
… to provide a short set of lessons learnt to help others beginning
their digitalisation transformation
Using actual cases from large
and small firms to provide
short case book of lessons
learnt for other business who
are starting their digital
transformation
… to describe use cases from both large and small industrial firms
Purpose of this paper
Industry 4.0 can be a difficult concept to understand – where
should we start?
Problem

3. Industry 4.0 – lessons from the field | ASAP meeting, University of Brescia | 24 September 2019 | Dr Shaun West
Introduction
Industry 4.0 is not new
http://www.power-eng.com/articles/print/volume-103/issue-11/features/national-powers-advanced-plant-management-system-integrates-commercial-and-process-control-interests.html
Highly automated environments have existed for a long time…

4. Industry 4.0 – lessons from the field | ASAP meeting, University of Brescia | 24 September 2019 | Dr Shaun West
Introduction
Industry 4.0 is not new – large firms are today delivering value from it
https://www.youtube.com/watch?v=HCGSr2TY5DU
More current examples showing how large and small firms deliver value from Ind4.0

5. Industry 4.0 – lessons from the field | ASAP meeting, University of Brescia | 24 September 2019 | Dr Shaun West
Introduction
Industry 4.0 is not new – even small firms can do it today
https://www.wurm.de/sites/default/files/videos/wurm-imagefilm_en.mp4
More current examples showing how large and small firms deliver value from Ind4.0

6. Industry 4.0 – lessons from the field | ASAP meeting, University of Brescia | 24 September 2019 | Dr Shaun West
Introduction
My students can do it!
Examples showing how students did it at the summer school

7. Industry 4.0 – lessons from the field | ASAP meeting, University of Brescia | 24 September 2019 | Dr Shaun West
Introduction
Its about technology supporting people and process
We all have the technology today – it is disconnected and does not help us to do our jobs
I have the technology today in my
hand! This is a real change…
… it is real and not hype
… now how do we use it?
… what could it be used for?

8. Industry 4.0 – lessons from the field | ASAP meeting, University of Brescia | 24 September 2019 | Dr Shaun West
CASES
https://upload.wikimedia.org/wikipedia/commons/thumb/4/42/MySensorsLogo.svg/1276px-MySensorsLogo.svg.png

9. Industry 4.0 – lessons from the field | ASAP meeting, University of Brescia | 24 September 2019 | Dr Shaun West
Cases
Value proposition for remote monitoring and diagnostics
Problem
- What is the value proposition?
- How and where do system fit?
- Complex supply chain issues
(projects and end users)
Lessons
- Understand all users
- Understand their jobs
- Support operations and maintenance teams
All actor identified with demo dashboards to help describe the customer value proposition

10. Industry 4.0 – lessons from the field | ASAP meeting, University of Brescia | 24 September 2019 | Dr Shaun West
Cases
Remote routine maintenance support
Problem
- Customer not doing the work correctly
- Low value callouts for service technicians
- Customer experience was poor
Lessons
- Customer journey mapping for detailed insights
- Prototype solution visually with customer
iPad app with SOP and direct hot-line to OEM with video support

11. Industry 4.0 – lessons from the field | ASAP meeting, University of Brescia | 24 September 2019 | Dr Shaun West
Cases
Where to start or how to start to digitalize services on old equipment
Problem
- How to use data to help support the ’customer’
- Equipment focused
- Limited understanding of customer jobs
Lessons
- Create detailed personas for key actors
- Use avatars for the machines
- Understand constrains
People, equipment, spares and the airplane need to all be considered

12. Industry 4.0 – lessons from the field | ASAP meeting, University of Brescia | 24 September 2019 | Dr Shaun West
Cases
Provide improve customer operations support
Problem
- Customers’ main costs are production costs
- How can customers be made more effective?
- Can improved operational support be provided
over the cloud?
Lessons
- Learn to think like a customer(s)
- The cockpit can replace customer processes
- It can be delivered as a cloud based service
Digital can make the customers’ jobs easier when lean thinking and visuals are combined
Picture pls

13. Industry 4.0 – lessons from the field | ASAP meeting, University of Brescia | 24 September 2019 | Dr Shaun West
Cases
How and where to start with monitoring and diagnostics
Problem
- Customers are asking for monitoring and
diagnostics
- We will start with digital maintenance, move to
risk based maintenance…
Lessons
- Understand the complete value chain
- Understand the individuals and their behaviors
- Understand that operations and maintenance
need to share information
It is possible to provide the customer with information to drive down their cost per bottle

14. Industry 4.0 – lessons from the field | ASAP meeting, University of Brescia | 24 September 2019 | Dr Shaun West
Cases
Understand needs and capabilities of different customers segments
Problem
- Not all of the machines connected
- Some customers do not allow remote M&D
- Confidentially issues, IT policies – yet users
want connection (for better support)
Lessons
- Understand more actors, not just users
- Understand what solution fits all needs
- Find alternative connectivity systems (4/5G)
Different needs surveyed through field technicians, that also provided insights to solve the problem
Picture pls
Picture pls

15. Industry 4.0 – lessons from the field | ASAP meeting, University of Brescia | 24 September 2019 | Dr Shaun West
Cases
These cases are not isolated examples
Bachelor-Diplomarbeit en | Jahrbuch 2015 | Seite 65
Der Fortschritt in der globalen Vernet-
zung sowie das stetige Wachstum des
Internet of Thingsbewegen immer mehr
Unternehmen dazu, ihre Produkte mit
intelligenten Geräten auszurüsten, wel-
che via Internet Daten austauschen.
Eine Branche, in welcher solche Systeme
sehr häufig eingesetzt werden, ist die
Automobilindustrie. Das Bedürfnisder
Endkunden, ihre Fuhrparke vom Schreib-
tisch aus zu steuern, wächst stetig, seit
dies technisch und finanziell möglich ist.
So ist esheute bereitsfür Privatperso-
nen möglich, Fahrzeuge per Smart
Phone App zu überwachen und zu steu-
ern. Die vorliegende Bachelor-Diplomar-
beit beschäftigt sich mit der Integration
eines solchen Systems in die SUNCAR
Elektro-Bagger.
DasZiel der Arbeit ist es, mit einer Nutz-
wertanalyse die vorhandenen Systeme
auf dem Markt abzuschätzen, die Ein-
führung des Systems zu konzeptionieren
und die Implementierung einzuleiten.
Das System soll der SUNCARHKAGin
einem ersten Schritt dazu dienen, die
Bagger zu überwachen und Betriebsda-
ten auszuwerten. In einem zweiten
Schritt wird esauch Endkunden zur Ver-
fügung gestellt, was diesen den Zugriff
auf die Daten und Standorte ihrer Fahr-
zeuge zu jedem Zeitpunkt gewährleist et.
Remote Diagnosticsand Fleet
Management for Construction
Machines
Diplomand: AndreasNeuhaus
Dozent: Thierry Aubert
Experte:Rolf André Bill
Wirtschaftspartner: SUNCARHKAG
Bild:CopyrightSUNCAR2015

16. Industry 4.0 – lessons from the field | ASAP meeting, University of Brescia | 24 September 2019 | Dr Shaun West
Cases
These cases are not isolated examples
DasSchweizer Traditionsunternehmen
Dätwyler Sealing Solutionsproduziert in
seiner Automotive-Sparte Präzisions-
dichtungen für die Automobilindustrie.
Das umfangreiche Know-how in der
Materialentwicklung und Verfahrens-
technik wird genutzt, um Automobilzu-
lieferer mit qualitativ hochwertigen Pro-
dukten zu versorgen.
Auf Grund der voranschreitenden
Fahrzeugelektrifizierung, welche nicht
nur den Antrieb, sondern auch elemen-
tare Fahrzeugsysteme wie die Bremsen
oder die Lenkeinheit betrifft, sieht die
Unternehmensführung die aktuelle
Umsatzstruktur in Gefahr: Die gängigs-
ten Produkte ausdem aktuellen Portfolio
könnten schon in den nächst en 15 Jah-
ren am Markt deutlich weniger gefragt
sein. Das Ziel ist daher, auf Basis einer
Analyse „TrendsDigitalisierung in der
Automobilindustrie“ Vorschläge für eine
Portfolioerweiterung zu liefern.
Ausder Analyse desTechnologieportfo-
liosfolgt, dassbesondersFahrassistenz-
systeme und deren Peripherie im Zusam-
menhang mit dem autonomen Fahren,
Möglichkeiten für die angestrebte Port-
folioerweiterung bieten. Nicht nur neue
Produkte, sondern auch eine Vielzahl an
neuen Playern im Markt bieten Dätwyler
Einstiegsmöglichkeiten, ohne, dass man
bei der Entwicklung von den bisherigen
Hauptkunden abhängig bleibt.
Ob esgelingt, die Technologien des
kürzlich akquirierten UnternehmensOtt
zu übertragen und zu nutzen, wird für
den Erfolg besondersentscheidend sein.
Dasmit Forschungsprojekten und
Akquisitionen zusätzlich aufgebaute
Know-how bietet die Chance im Zuge
der Digitalisierung einen komparativen
Konkurrenzvorteil zu erlangen und mit
eigenen Produktentwicklungen auf
ausgewählte Kunden zuzugehen.
Für die entwickelten Produktideen
werden mögliche Anwendungen,
Anforderungen an dasProdukt und die
zusätzlichen Anforderungen an das
Unternehmensumfeld diskutiert.
Bachelor-Thesis2017
Der Trend Digitalisierung in der
Automobilindustrie und seine
Auswirkungen auf Dätwyler Sealing
Solution Automotive
Diplomand: Philipp Hamm
Dozent: Christian Hohmann
Experte: Simon Howald
Wirtschaftspartner: Dätwyler Sealing Solution

17. Industry 4.0 – lessons from the field | ASAP meeting, University of Brescia | 24 September 2019 | Dr Shaun West
OUR APPROACH
https://www.infinitydma.com/wp-content/uploads/2016/01/infinity-digital-agency-our-approach-02.png

18. Industry 4.0 – lessons from the field | ASAP meeting, University of Brescia | 24 September 2019 | Dr Shaun West
Our approach
What should be the focus?
Complex ecosystem with many actors and different needs,
perspectives and value expectations – a different approach is needed

19. Industry 4.0 – lessons from the field | ASAP meeting, University of Brescia | 24 September 2019 | Dr Shaun West
Our approach
What should be the focus?
This will require a change in approach and an ability to
”see what others see and understand what other understand”

20. Industry 4.0 – lessons from the field | ASAP meeting, University of Brescia | 24 September 2019 | Dr Shaun West
By understanding the ecosystems, the business and the people
we ”see what others see and understand what other understand”
Our approach
Service Design Thinking and LEAN tools can help

21. Industry 4.0 – lessons from the field | ASAP meeting, University of Brescia | 24 September 2019 | Dr Shaun West
Our approach
The Avatar model really helps (secret weapon!)
Are geeks good in creating business cases?
consumables
Operations & maintenance
value
waste
Data
Understand how the equipment is used and how this creates value

22. Industry 4.0 – lessons from the field | ASAP meeting, University of Brescia | 24 September 2019 | Dr Shaun West
Our approach
You need to consider the whole lifecycle
7th International Conference on Business Servitization, Lisbon, Portugal | Stoll, West
What are the Lifecycle phases? Who are the people? What are the tools? What are the processes?
Discussion
Learn to understand the equipment life-cycle
Task Task Task
Task Task Task
Task Task Task
Task Task Task
Task Task Task
Task Task Task
Task Task Task
Develop Manufacture Install &Commission
Operation
Maintenance
Upgrade
Decommissioning
Middle of life-cycle End of life-cycleBeginning of life-cycle
Focus on the people, the equipment and value creation over the asset lifecycle

23. Industry 4.0 – lessons from the field | ASAP meeting, University of Brescia | 24 September 2019 | Dr Shaun West
THREE USE CASES FOR AUGMENTED REALITY
http://pngimg.com/uploads/pokemon_logo/pokemon_logo_PNG3.png

24. Industry 4.0 – lessons from the field | ASAP meeting, University of Brescia | 24 September 2019 | Dr Shaun West
Three use cases for augmented reality
Look at what is possible today…
We all have the technology today – let’s learn to master it!
Johann Wolfgang von Goethe (* 28.
August 1749 in Frankfurt am
Main als Johann Wolfgang Goethe; † 22.
März 1832 in Weimar), 1782 geadelt,
war ein deutscher Dichter und
Naturforscher. Er gilt als einer der
bedeutendsten Repräsentanten
deutschsprachiger Dichtung.

25. Industry 4.0 – lessons from the field | ASAP meeting, University of Brescia | 24 September 2019 | Dr Shaun West
Three use cases for augmented reality
Oil rig asset management
Integration of video collection with big data can allow us to better manage asset integrity
Asset integrity is critical…
… I cannot use a pen
… where do we need to recoat?
… was it done correct?
http://www.geovert.com/assets/slides/Libertade-Hull-Bayu-Undan.JPG

26. Industry 4.0 – lessons from the field | ASAP meeting, University of Brescia | 24 September 2019 | Dr Shaun West
Three use cases for augmented reality
How do I “drop the engine”?
Real time collaboration and on-the-job training becomes possible
With a $13M asset dropping it can
be expensive…
… supports on-the-job training
… supports know-how sharing
… reduces risks
https://s-media-cache-ak0.pinimg.com/originals/86/9d/b1/869db1af494f7bc2b8fd96a5b666cf01.jpg

27. Industry 4.0 – lessons from the field | ASAP meeting, University of Brescia | 24 September 2019 | Dr Shaun West
Closing
Industry 4.0 brings with it a new set for challenges for traditional firms
Industry 4.0 technologies are not new
Firms are applying them – customers expect their application
Service Design and LEAN can help us to understand ’value’
The cases show that we need
to ”learn to see what others
see and understand what
other understand” and that
both Service Design Thinking
and LEAN can help
Challenges are as much cultural as technology based

28. Industry 4.0 – lessons from the field | ASAP meeting, University of Brescia | 24 September 2019 | Dr Shaun West
CLOSING

29. Industry 4.0 – lessons from the field | ASAP meeting, University of Brescia | 24 September 2019 | Dr Shaun West
Thanks for your time!
slideshare.net/ShaunWest
Shaun West
Lucerne University of Applied
Sciences and Arts
shaun.west@hslu.ch