slide 1 intermec together with partners have worked with lawson to provide an advanced solution...

Intermec together with partners have worked with Lawson to provide an advanced solution allowing mobile workers to communicate directly

with the Lawson applications using a windows handheld mobile

computer. This case study will discuss how this technology is

being used at a large international customer.

1. Introduction

Agenda

1. Introduction2. Toyota Material Handling Europe, service and

support organisation3. Background and solution to mobile platform4. Customer and business impact 5. Future6. Intermec, and TMHE7. Q & A

COMPANY CONFIDENTIAL

2. Toyota Material Handling Europe, Mobile Service and support organisation

Toyota's people & network

Support organisation in Europe:

Coverage in 30 countries

More than 4 800 technicians

More than 400 sales and service centres

Mobile fleet of 3 300 fully equipped service vans

More than 3.5 million service assignments per year

First-time fix in 95% of cases


3. Background and solution to Mobile Service Platform

Background to Toyota Mobile Service platform

Drivers:• Increased competition• Increased customer demands

Issues:• Technicians had mainly paper and

phone contacts • TMHE business system was not

integrated and did not communicate with technicians in the field.

• Different non-standardized process in TMHE sales and service companies.

• Work was processed through 4,5 million worksheets by front and back-office.

Solution:Drove TMHE to find ways how to operate the service business in a more efficient way by using the information which was present in TMHE common ERP system Movex.

Strategy for implementation

TMHE decided to start the Mobile service worker project year 2000 Map current service processes in all

Sales Companies Describe benefits and disadvantages Define a “best practise” service process All Sales Companies to agree on the

future service process

One Business System for all of TMHE Europe

Movex is TMHE common Business System in Europe. All functions within TMHE are working with Movex e.g. sales,

service, rental, finance etc. One common Business System in Europe is an advantage

that makes TMHE stronger than its competitors. The strategy to implement one business system in Europe

made it possible to develop common applications and processes e.g. EASY.

TMHE has today installed Movex in 18 countries (out of 25)

EASY – Mobile Worker platform in TMHE To operate the Service business in a more

efficient way with help of the information which we have in our common ERP system Movex.

To implement a best practice service process.

One standard service process for all Sales Companies.

Increase Service Revenue. Improve the administration of our service

operations . Improve utilisation of Service Engineers . Be perceived by customers to be innovative.

TECHNOLOGY PROCESS

ORGANIZATION

EASY

EASY = Engineer Administration SYstem

EASY – The service order process

Follow up work & create

invoice


invoice

Reportwork

Reportwork

Perform work

Perform work

Start:- Service need identifiedPlanned / Breakdown

ServiceNeed

Stop:-Invoice created

InvoiceIdentify workIdentify work Plan workPlan work

Parts ordering& delivery



invoice


invoice


invoice


invoice

Reportwork

Reportwork

Reportwork

Reportwork

Perform work

Perform work

Perform work

Perform work


ServiceNeed


ServiceNeed


Invoice


InvoiceInvoiceIdentify workIdentify workIdentify workIdentify work Plan workPlan workPlan workPlan work





Call taken, logged and dispatched by our team of co-ordinators

Call received by engineer through a PDA and cell phone

Customer informedof work to be completed and report generated

Call completed and details dispatched back to central system.

ReportsFleet Management System

Call respondedwithin 4 hours tomaximise equipment availability

Call taken, logged and dispatched by our team of co-ordinators

Call received by engineer through a PDA and cell phone

Customer informedof work to be completed and report generated

Call completed and details dispatched back to central system.

ReportsFleet Management System

Call respondedwithin 4 hours tomaximise equipment availability

System Overview

Middle ware

AT&T Global

Network

Movex

WEB application


4. Customer and business impact

Faster response to service calls: instant communicationand work scheduling

Full service history for all trucks to ensure rapiddiagnosis and repair

Full access to all parts information and ability to order on line

Transparency for TMHE customers, full worksheet display for secure sign-off

EASY Impact on customer service

EASY Business results

EASY gave a number of operational, financial and customer benefits as well as increased margin and volume for TMHE service

EASY has undoubtedly saved money and increased revenue opportunities. A very large part of the total savings comes from reduced workload in Back-Office.

EASY has modernised the service order process and the whole area of engineering support.

EASY had implications to the structure in TMHE Sales companies.

Goodwill effect. EASY has most likely strengthened TMHE:s market position and the customers perception of TMHE as an innovative and competent partner.


5. Future plans

Everything in the PDA – one tool for the technician Service documentation in the PDA Online update of documentation GPS for navigation and resource allocation Barcode and/or RFID Wireless connection to machines – error reporting Replace phones with PDA Etc

TMHE Future Vision with EASY


6. Intermec, and TMHE

Intermec project support

In end of 2007, Intermec was chosen to be the hardware provider for next generation of handheld devices for TMHE

Together with Lawson and partner, Intermec is part of the vendors board for EASY

Intermec has been present during tests, evaluations and pilots all through the project history.

Toyota Material Handling Europe (TMHE), an Intermec reference case!

Intermec view of this project TMHE has great internal knowledge of its operation as well as

customer demands Drivers and success factors clearly defined at start TMHE is a very competent buyer and with a strong project

management TMHE controlled and ensured joint efforts of all parties

involved


7. Q & A

slide 1 intermec together with partners have worked with lawson to provide an advanced solution...

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