The customer prides itself on excellent engineering and customer centric philosophy, allowing its customer’s minds to be at ease and not worry about machine failure. They can easily deliver the excellent maintenance services to their customers, but there are some processes that can be automated to deliver less downtime for the customer and more efficient maintenance schedules.
While in the midst of developing SYMPHONY®, a fully automated slide staining system for standard Hematoxylin and Eosin (H&E) staining, Ventana realized that they required a remote service solution to ensure that customers received an exceptional level of service. However, with a tight timeline to develop and launch this new product, there was some reluctance to integrate additional software. “There was some internal reluctance toward implementing the remote service technology with our SYMPHONY instrument given the short timeframe,” explains Greg Dameron, Director of Development at Ventana. “In fact, the executive team informed me that if the software would delay the SYMPHONY launch by even one day, then we would not implement it at all.” The company began evaluating commercial remote service offerings, seeking a solution that would provide value to customers without disrupting system stability. “Our products are based on stability, so we needed the remote service technology to be stable as well,” says Dameron. Ventana sought to reduce instrument downtime to fewer than 24 hours by remotely monitoring all field instrumentation on a 24/7 basis. This would enable the abilities to remotely diagnose and repair issues, provide “over-the-shoulder” troubleshooting and training for users, and track inventory to automatically replenish reagents in real time. “We felt strongly that delivering remote service would help us achieve a response time that we could not otherwise meet,” says Dave Flaten, Vice President and General Manager of the Primary Staining business unit at Ventana. “We believed that it would become an integral part of the product line.”
The researchers know from past experience that some banks do take security of their mobile applications seriously. These are the banks the researchers work with on a daily basis. Given no application in the sample set achieved an A or B rating, it emphasises how much in the minority these banks are.
In view of growing competition, Gämmerler had a strong need to remain competitive via process optimization, reliability and gentle handling of printed products, even at highest press speeds. In addition, a digitalization initiative also included developing a key differentiation via data-driven services offers.
For over 30 years Elekta has been responsible for introducing many market leading, critical technological advances in radiation oncology. Elekta’s Linear Accelerators support a range of pre-configured and optional delivery techniques, providing the physician with the flexibility to tailor the treatment to suit the needs of each individual patient. Remote access was unavailable on complex devices and Elekta was unable to understand machine performance based on real data, which meant the company could not respond immediately to customer problems. This, in turn, meant that Elekta was unable to detect and solve problems on the spot, restricting the company to a reactive service model. A typical patient treatment schedule could require daily treatment for a period of 4-6 weeks, making machine uptime extremely important. Given the complexity of the device and the amount of data that would need to be collected, it was obvious that an automated solution was required. The infrastructure would need the ability to manage the data volume from the devices and also provide a platform that would scale in both size and complexity. “When a customer buys a service agreement, what they are buying is system uptime. They are buying the ability to consistently deliver treatment… patient to patient,” says Martin Gilday, Vice President of Services at Elekta. “Service is not simply a single engineer with a trunk load of parts, but a full portfolio of technical expertise delivered via multiple channels...it’s a big change in the way that you think about service.” Elekta’s success has been built upon innovative engineering, which led to a culture of in-house work. As the company matured and grew, it realized that this was not necessarily the most effective way of working. With the complexity of the product itself, internal engineering expertise would be crucial to solve the company’s service challenges. While the product itself was unique, the methodologies and best practices of accessing and servicing the product were based on industry standards. When customers have service issues that need to be resolved, machine data must be collected and interpreted, and engineers need a deep level of skills and understanding. An integrated solution that brought the data, knowledge, and skills together in a highly connected environment was required. “Customers see connectivity as providing efficiency gains,” says Bruce Fullerton, Vice President of Service and Support. “Their key performance indicators are based around how many customers they can treat in a given space of time.”
WIN-911’s partner product ALERT is a key element in the Supervisory Control and Data Acquisition (SCADA) system “FabView” from Air Liquide. Air Liquide is the second largest supplier of industrial gasses in the world. This SCADA alarm notification system is specifically designed to monitor, among other things, the distribution of gas in a semiconductor manufacturing plant located in Dresden Germany. Like most operations of its type, this facility can’t afford much downtime in its distribution facility. If ALERT detects a leak in a pipeline, the system evaluates how severe the leak is and transfers the data back to the central site or home office. Once the information is back in the main office, the SCADA alert system then transcribes the data into understandable messages to which employees can respond appropriately.
Varian has a variety of medical instruments and cancer treatment systems that support today’s leading-edge treatment modalities with Intensity Modulated Radiation Therapy (IMRT) and Image Guided Radiation Therapy (IGRT). These treatment systems are deployed at more than 1,000 hospitals and clinics worldwide. Traditionally, system and equipment problems have required one or more service technicians to diagnose and resolve issues at the hospital site, resulting in higher costs and lost patient treatment time. For a typical treatment device, the loss of one day’s treatment time can result in 35 patients missing their treatments, which is something hospitals and patients cannot afford. Problem resolution can be complicated if incorrect or incomplete information has been provided by the operator, and also in cases where the problem cannot be recreated once the technician is on site. Operators of the Varian Acuity™ imaging system, an integrated simulator and verification tool for testing patient treatment plans, occasionally require expert assistance. Image quality optimization, solving operational problems, and tuning system performance can cost time and money for Varian and their customers.
These are serious concerns, especially if blockchains are to usher in the kind of post-industrial revolution that its advocates are predicting. Most of us can’t even protect our passwords, much less our private keys; the idea of integrating a corporation with thousands of employees with a high-tech blockchain seems about as realistic as training a cow to trade derivatives.
In order to scale up operations, loT Systems’ client needed a system to monitor vacuum pumps and provide managers with actionable data at near real-time speeds from anywhere, at any time, and on any device. The vacuum pumps are part of vertical furnaces that prepare semiconductor wafers at precise temperatures and pressures according to their clients’ exact specifications. If a pump was about to fail and a manager did not see the alarm, it could lead to a scrap event, costing the client revenue, delaying production with unplanned downtime, and increasing overall manufacturing costs. Managers could not see alarms in real time unless they physically walked around the floor, making predictive maintenance and preventing scrap events harder as the client scaled upwards.
The customer adopted the Loop Platform for secure real-time Data Collection of their legacy boilers. Once the data was collected, Loop enabled the customer to perform complex analytics over the data and utilize its predictive models to detect failures of the machines. Based on this analysis, thresholds were placed around the data using Loop Triggers. Once the data went out of these thresholds that indicated failures, a case lead was generated in their Salesforce.com for their Customer Support team so they can be notified. Featuring: - Hosted Loop IoT Platform - Fully White-labeled for their customers - Remote real-time monitoring of their machines - Customized condition monitoring, fault detection, predictive maintenance and alerting - Remote configuration of industrial machines - Customized device management, operational and technical dashboards - Integrations with their enterprise system such as Heroku, and Salesforce.com CRM.
With the release of the SYMPHONY system, Ventana introduced CareGiver, a remote service capability developed with PTC Axeda software. CareGiver enables 24/7 real-time instrument monitoring, over-the-shoulder remote customer support, and potential for future enhancement and expansion. “With H&E staining, instrument uptime is critical and any issues must be quickly and accurately diagnosed and resolved,” says Flaten. “CareGiver gives SYMPHONY customers the peace of mind that their system will operate as promised.” “Before choosing our remote service solution, I obtained feedback by speaking with several customers and healthcare facilities using PTC Axeda software,” notes Flaten. “Without exception, the feedback was extremely positive. It was clear that PTC Axeda software is the leader for remote service and support.” During the technical evaluation, Dameron and his team were impressed with the product’s features and capabilities and were confident that they could integrate the technology without delaying the SYMPHONY launch. “The SYMPHONY architecture was open enough to incorporate PTC Axeda software within only a couple of hours to get a demo up and running,” says Dameron. “The technical hurdles from the application instrument side were minimal. Most importantly, we were able to maintain complete system stability.” With CareGiver, Ventana remotely monitors the entire SYMPHONY system, including several hundred sensors, various inputs and outputs, and the Microsoft® Windows® PC that serves as the system’s host. A major benefit of PTC Axeda software is that it enables Ventana to deliver remote software updates, helping to maintain system uptime and minimize disruptions to the customers’ workflow. Additionally, the software provides secure “over-theshoulder” operator assistance, minimizing time spent troubleshooting and reducing the need for onsite service calls. “We rely heavily on the data that we receive from our instruments. If an instrument hiccups for any reason at all, we know about it immediately,” explains Dameron. “With that regular heartbeat, we also know volume and usage patterns, like how much the customer is using the instrument. We can adapt any of our findings in realtime to provide the right level of service and support for our customer base.” Ventana trains its SYMPHONY sales force on the full capabilities of CareGiver by using a presentation tailored for lab personnel and IT departments. To promote the remote service program both internally and externally, Flaten’s team displays a large flat panel monitor in the customer service center, which continually displays customer status over CareGiver. Customer feedback has been overwhelmingly positive and many requests have been made to add CareGiver to additional Ventana instruments. “We have created a connection with our customers like they have never experienced. We routinely call them before they contact us,” explains Flaten. “Finally, our customers are very impressed with our ability to update their software remotely. This is a first in Anatomic Pathology for the largest volume segment of the lab—H&E.”
New European regulations are putting more requirements on organisations to keep their customers’ data safe. The basis of the requirement is that the customer owns their data and an organisation “borrowing” that data has a duty of care over the information and needs to use “state of the art” security to keep customer data from fallings into unauthorised hands. Any lapses in that duty can result in large fines (up to €20m or 4% of turnover, whichever is higher).
This project includes 3 key solutions:
• Connection of machines via S7 to MindSphere
• Visualization of data in the Visual Analyzer of MindSphere
• Creation of rules for failure alarming at Fleet Manager of MindSphere
Elekta chose PTC® Axeda® software as the technology behind Elekta IntelliMax™, an Intelligent Device Management (IDM) system. The system directly addresses three significant challenges faced by healthcare providers: reducing operational costs, improving customer service, and increasing equipment uptime. Implementing PTC Axeda software and remote connectivity enables a clear information display on Elekta’s device dashboard, helping with the knowledge comfort level of individual users. Additionally, the ability to trigger notifications based on alarms allows for predictive maintenance, which means that potential issues can be identified, and possibly resolved, almost immediately before they cause a service interruption. If an engineer needs to visit a customer site, potential solutions can be identified in advance, assisting the Field Service Engineer (FSE) in resolving the problem when they first arrive. Together, PTC Axeda software and the Elekta Intellimax tool enable a number of valuable service strategies and processes. Automated alerts will advise the FSEs of potential problems, which can be used to diagnose the machine. The use of Intellimax can be integrated into Elekta’s Service Desk environment and enable an immediate response to customer service requests. “Connecting our devices has become an enabler for predictive maintenance,” says Gilday. “This means that we can identify and resolve potential issues before they become a service interruption to our customers. If a problem does occur, we can investigate the issue, identify potential solutions, and assist the FSE to swiftly resolve the problem.”
To better manage ongoing issues, Varian implemented PTC®Axeda® software to service the company’s information system and treatment planning software products. “PTC Axeda software was chosen for their focus and dedication to developing their product specifically for the service industry,” says Todd Lauer, Director of Product Support Engineering at Varian Medical Systems. Available since 2001, this software-enabled solution is marketed by Varian as SmartConnect™ and provides superior customer support while maximizing uptime. Eliminating a single customer site visit can save that customer 8 to 12 hours of treatment time. With PTC Axeda software, Varian directly and securely connects to their customers’ systems when support is required, providing quick and accurate problem resolution. Timely remote support can prevent an unnecessary, yet common, event such as a database transaction log filling up. PTC Axeda software also provides remote desktop sharing and file-transfer capabilities that allows support engineers to pinpoint the exact cause of failure and remotely repair and upgrade the system. “With PTC Axeda software we can have several servers placed around the world, allowing us to shorten the distance between connection points, significantly decreasing latency,” says Markus Bissig, IT project manager at Varian Medical Systems. “By installing this software in Europe, our remote session connection times are less than one second. As a global company, we now have a remote access system that delivers optimum performance across widely dispersed geographies.” Through alert messaging, PTC Axeda software can provide automatic notification to field service professionals when a monitored system or instrument falls outside of the pre-set operating parameters. In an effort to bring equipment back online, an operator may choose to restart a workstation or application which can be monitored by Varian for quick response.
One new device may bring companies a half-step closer to a blockchain for industrial use. Filament has introduced the Blocklet, a penny-sized hardware dongle that will allow businesses to interface their equipment with blockchains. According to a statement from the company, the device “is designed to interact with multiple blockchains natively, giving businesses a way to attach secure hardware to their existing IoT machines allowing them to transact with each other directly.”
IoT Systems installed the SenseQ edge computing solution. SenseQ monitors the data coming from the sensors on the pump and sends alarms to managers via email or SMS when the data indicates that the pump is about to fail. SenseQ’s dashboard, which works on the equipment owner’s smartphone or tablets, also allows managers to visualize data from multiple pumps over longer periods of time without physical inspections or manual data entries. This makes it possible to set benchmarks and evaluate performance over time to make previously invisible information visible.
This customer ranks among the leading manufacturers of commercial boilers in North America.
Ventana Medical Systems, a leading developer and manufacturer of medical diagnostic instrument and reagent systems, provides leading-edge automation technology for use in slide-based diagnosis of cancer and infectious disease.
Mobile financial payment providers.
Gämmerler GmbH manufactures and distributes postpress equipment in over 30 countries worldwide. It markets machines and technical solutions adapted to its customers' individual needs.
Elekta is a human care company pioneering significant innovations and clinical solutions for treating cancer and brain disorders. The company develops sophisticated, state-of-the-art tools and treatment planning systems for radiation therapy, radiosurgery, and brachytherapy. Additionally, the company creates workflow enhancing software systems across the spectrum of cancer care. Headquartered in Stockholm, Sweden, Elekta is a $750 million company that employs approximately 3,500 employees worldwide.
Varian Medical Systems, Inc. is the world’s leading manufacturer of integrated cancer therapy systems. Additionally, the company is a supplier of x-ray tubes and flat panel digital subsystems for imaging in medical, scientific, and industrial applications. Headquartered in Palo Alto, California, Varian is a $3 billion company that employs 6,500 people in 70 sales and support offices worldwide.
Blockchain based users of Blocklet
Semiconductor firm that produces semiconductor wafers.
|Solution Maturity||Emerging (technology has been on the market for > 2 years)||Mature (technology has been on the market for > 5 years)||Cutting Edge (technology has been on the market for < 2 years)||Emerging (technology has been on the market for > 2 years)||Mature (technology has been on the market for > 5 years)||Emerging (technology has been on the market for > 2 years)||Mature (technology has been on the market for > 5 years)||Emerging (technology has been on the market for > 2 years)|
SCADA alert system then transcribes the data into understandable messages to which employees can respond appropriately.
Vacuum pump: vibration, pressure, and temperature data
|Original Full Case Study|| Open in new tab|| Open in new tab|| Open in new tab|| Open in new tab|| Open in new tab|| Open in new tab|
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|Use Cases||Predictive Maintenance||Machine Condition Monitoring||Perimeter Security & Access Control ||Factory Operations Visibility & Intelligence Process Control & Optimization (PCO)||Process Control & Optimization (PCO)||Predictive Maintenance||Process Control & Optimization (PCO)||Asset Lifecycle Management (ALM)||Predictive Maintenance|
Considerably improved service levels through detection of failures.
It is not recommended to build security solutions in-house; rely on a proven solution that gets exposed via their broad install base, and has teams dedicated to securing mobile applications.
Visualization of data
Increased system uptime and patient throughput
If ALERT detects a leak in a pipeline, the system evaluates how severe the leak is and transfers the data back to the central site or home office
Increased customer productivity, shortened response time to repair, and allow for remote problem diagnosis and resolution.
The Blocklet is a bit like a hardware wallet, targeted and marketed for Industrial IoT use. In short, the Blocklet attempts to do for industrial blockchains what the Ledger and Trezor do for ‘consumer’ applications such as Bitcoin and Ethereum.
More efficiently predict the capabilities and limitations of their vacuum pumps by evaluating performance over elapsed time.
Providing visibility of previously unknown or out-of-date operational usage and performance information for their Boilers.
It is important to plan ahead so that the risk is reduced and a remediation plan is in place to minimise any fallout both in terms of image and PR but also technically.
Prediction of failures and avoidance of unplanned downtime. Increased machine uptime.
Improved product design through machine reliability data analysis
ALERT system saves countless hours of investigation by allowing
employees to know exactly what is wrong when they pick up the phone
Because real-time and historic device information is stored in the system as well, Varian can create performance reports at any time and ensure that their products are always operating at peak performance.
Instead of having to navigate the maze of block explorers and private keys, the tiny device can be simply plugged into a computer’s USB ports to interact with data on multiple blockchains.
Better positioned to meet operational demands and yield targets as well as scale more efficiently
Adoption of the fully configurable Loop Platform allowed the customer the ability to focus on the value adding activities for their customers and their business.
Device binding is a technique to lock an instance of the mobile application to a particular phone. This stops the application being cloned. It also helps control access to back-end servers as user credentials can be locked to a given device.
Filament believes that devices like the Blocklet will play a key role in the “Industrial Internet of Things,” a growing ecosystem of smart, internet-enabled manufacturing technologies, whose economic influence is expected to exceed $12 trillion by 2030.
Conduct predictive maintenance with quicker response times, and consequently lower risks of scrap events
In 12 months, recovery time improved by more than 37% to an average of 25 hours, including necessary weekend recoveries.
20% of service requests resolved remotely without the need for an onsite visit
Countless hours of investigation
Resolved 200 calls per month remotely through their help desk, resulting in four hours of travel time saved per call. Since an average customer service call is approximately two hours, the company is realizing a 50 percent reduction in MTTR.
If something goes wrong in the distribution facility, someone with the ability to act is going to know about it quickly
An average response time of four hours can also be reduced to two hours on SmartConnect-enabled systems. The estimated savings for a hospital can be more than $2,000 per event.
|Software||Loop IoT Cloud PlatformLoopEdge||Axeda Machine Cloud||MindSphere - Siemens Cloud for IndustryMindApp - Fleet Manager for Machine Tools||Axeda Machine Cloud||Amazon Virtual Private Cloud (VPC)Amazon Elastic Compute Cloud (Amazon EC2)Amazon Route 53Amazon CloudFrontAmazon Simple Storage Service (Amazon S3)Amazon CloudWatch|
|Tech Partners||INSIDE Secure||Filament||Amazon Web Services|
IoT Snapshot: Hardware
|Processors & Boards|
|Sensors & Actuators|
IoT Snapshot: Software
|Software as a Service|
|Platform as a Service|
|Infrastructure as a Service|
IoT Snapshot: Service
|Construction & Buildings|
|Equipment & Machinery|
|Logistics & Warehousing|