The extent of service provided by a manufacturing organization is generally a function of the product that is manufactured. If the product is sold through a retailer, it is generally serviced by way of the customer returning the product to the manufacturer or a pre-designated service provider. For large products, such as refrigerators, however, a ‘service agent’ is scheduled for a ‘house call.’ At the other extreme, the service provided by manufacturers of capital equipment, such as elevators or semi-conductor equipment, frequently comprises an organization in and of itself.
eService is a self-contained service management software application for on-site service. eService helps manufacturers by:
FUJITSU GLOVIA recognizes the need for service management software functionality that is consistent and integrated with that used to manufacture a product. For this reason, GLOVIA G2 eService includes functionality to identify, plan, and manage service from the origination of a customer order through the manufacturing, shipment, installation, and maintenance of a product. It does this by way of logic provided throughout the relevant applications to recognize the entity ‘Service Item.’ GLOVIA G2 then follows this logic with applications designed to manage installation and post-sales service, with one such software application being eService for management of on-site service needs.
The primary business issue addressed by eService is the need for visibility of the product and its configuration throughout its lifecycle. At the same time, the need for visibility of total lifecycle cost is also met by eService. And, while the Installation Management Site Register defines the As-Shipped (As-Installed) BOM, eService provides the tool required to manage the As-Maintained BOM at the customer site.
In addition, FUJITSU GLOVIA customers are anxious to take advantage of new technology, thereby enabling them to improve their efficiency and reduce their operating costs. Web access addresses both of those needs by way of the Customer Portal.
Functions performed by office staff, including development of the Contract and Invoicing of the Customer, are done in standard GUI format to be consistent with all other functionality being used by those individuals. However, execution of the actual field service order, as well as access to the Customer Site Register and company inventory functions, are performed by the FSEs and thus need to be accessible through the web.
Functions performed by office staff, including development of the contract and invoicing of the customer, are done in standard GUI format to be consistent with all other functionality being used by those individuals. However, execution of the actual field service order, as well as access to the customer site register and company inventory functions, are performed by the FSEs and thus need to be accessible through the web.
Functions performed by the FSE can be done by way of the GLOVIA G2 Mobile Workplace, capability that is device independent, enabling work by way of any smart phone or tablet computer.
The service management software provides queries to enable access to all relevant information, regardless of where the functions are performed.
Contact FUJITSU GLOVIA for more information about the eService on-site service management application.
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