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The Maintenance Processing ES bundle allows a business in any industry to easily monitor, plan, and carry out equipment and property maintenance. This comprehensive set of tools and alerts streamlines repair and preventative maintenance and automates many procedures that currently have to be performed manually. As a result, less time and money are wasted on breakdowns that interrupt production and throw off schedules.

This bundle offers numerous enterprise services that can be combined to create many different composite applications. SAP has already created four such composites and publishes this information on the wiki in hopes that partners and customers use the services in this bundle to build many more. The four composites that serve as use cases for this ES bundle include Service Bulletin Processing, Warranty Monitoring, Repair vs. Replace Decision Support, and Maintenance Order Processing. These composites provide a wrapper that hides business complexity. A fifth use case, Reliability Centered Maintenance, is based on a partner application's integration with the Maintenance Processing ES bundle. All of these composites will be described in more detail in their respective use cases, but here is a summary to give you a taste for the range of functions that the enterprise services and business objects in this ES bundle can handle.

Service Bulletin Processing. This composite allows maintenance personnel to easily handle service bulletins provided by OEMs and put those bulletins into action. Each bulletin becomes an SAP task list and maintenance plan, specifying which pieces of equipment require the service mentioned in the bulletin. You can download  a demo of this composite in the Resource Center for Industry Composite Applications (BPX).

Warranty Monitoring. This composite alerts maintenance supervisors when warranties for specific pieces of equipment are nearing the end of their lives. The alerts allow businesses to save money by performing any maintenance covered by the warranties before their warranties expire.

Maintenance Processing (click to enlarge)

Repair vs. Replace Decision Support. This composite compiles all the data needed for a maintenance supervisor to decide whether it is more cost efficient to repair or replace a certain part or piece of equipment. The composite gathers information from several sources to provide decision support. It draws data from SAP ERP (including the cost to replace or repair the part in the past, how often it has been replaced or repaired, and the cost of a new part) and uses SAP NetWeaver Business Intelligence for analytics.
Maintenance Order Processing. This composite provides a user friendly, end-to-end solution for handling maintenance orders. You can download  a demo of this composite in the Resource Center for Industry Composite Applications (BPX).

Reliability Centered Maintenance. This use case is built on a partner application, Meridium RCMO, which consumes the enterprise services provided in this ES bundle. This application allows a business to analyze a system of equipment - such as an oil refinery - to make sure maintenance strategies are optimized to get the best performance out of the system.

The Maintenance Processing ES bundle leverages enterprise SOA through Adobe Interactive Forms, SAP NetWeaver Business Intelligence, and SAP ERP.

Audience

The Maintenance Processing ES bundle is useful for any business that maintains equipment. It is especially useful for maintenance-intensive industries such as mining, utilities, oil and gas, and production. The services in this ES bundle will typically be used by inspectors, maintenance supervisors, maintenance technicians, maintenance planners, maintenance engineers, and, in the case of a Web-enabled interface, citizens or customers.

For details on Service Operations, Business Objects and Process Components, please check the ES Workplace.


Table of Contents




How to Use This ES Bundle

For equipment-intensive industries such as mining, oil exploration, and utilities, having an effective maintenance processing system in place can mean the difference between profits and losses. Equipment breakdowns can delay work or bring it to a halt entirely, wasting time and money.

This ES bundle addresses many of the common problems that bog down the repair process: getting information on the baseline performance of a piece of equipment, being aware of warranty expiration dates, having enough data to make competent repair decisions, and being able to carry out maintenance processes offline or in the field.

The enterprise services in this ES bundle address each of these problems and can be used in combination to meet many other industry-specific needs as well. Through its comprehensive set of enterprise services, this ES bundle offers a range of tools that will speed up the repair process, make maintenance decisions easier, and reduce repair costs. It will also reduce the workload for maintenance employees because this bundle automates many functions that formerly had to be carried out manually.

This section will explore a series of use cases for the Maintenance Processing ES bundle. Note that these examples may refer to users directly invoking enterprise services. This illustrates the flow of the service operations; in fact, service operations are invoked by an application, by an application's user interface (UI), or by another service operation. Each use case will show how different outcomes can be achieved by using the enterprise services in different combinations. While these examples illustrate a few of the ways that this ES bundle could be used, the intention is to show the flexibility and reusability of these business objects and enterprise service operations so that you will have a clearer understanding of how to best deploy them in your own environment. This wiki is also a space for you to share knowledge and collaborate with others who are implementing the Maintenance Processing ES bundle.

Use Case 1: Service Bulletin Processing

Service bulletins are notifications that particular pieces of equipment need maintenance. This use case shows how service bulletins can be turned into an actionable plan using the enterprise services in this ES bundle.

Geyser Water is a utility company. The manufacturer of a water filter that Geyser Water uses sends the utility a service bulletin indicating that its water filter needs service. This composite allows Geyser to capture the bulletin, review it, and carry out the planning needed to complete the service.

The OEM sends a service bulletin to Geyser using an email, fax, or even an Adobe Interactive Form. The service bulletin describes the service that needs to be performed on the water filter. In the first step, an administrative worker creates the service bulletin using the enterprise service Create Document. The administrative worker then forwards the Adobe Interactive Form - called a Service Bulletin Application - to a maintenance engineer.

Next, the maintenance engineer reviews the Service Bulletin Application to decide whether the service recommended by the OEM is really needed. The maintenance engineer may want to search to see whether Geyser actually uses that particular brand of water filter. To do that, he uses the enterprise service Find Individual Material by Elements, which uses the Individual Material business object. (In the enterprise services, pieces of equipment - the term used in SAP ERP 6.0 - are instances of the Individual Material business object.). To look at the description of the water filter Geyser uses, the maintenance engineer uses the enterprise service Read Individual Material. After reviewing the information, the maintenance engineer makes the decision to approve or reject the service bulletin. The maintenance engineer may decide to add more equipment to the service bulletin using the enterprise service Change Document. The maintenance engineer then forwards the Service Bulletin Application to the maintenance manager.
In the next step (which is optional), the maintenance manager gives his approval for the water filter service. The maintenance manager finds the water filter to be serviced using the enterprise service Find Individual Material by Elements. To review the water filter description, the maintenance manager uses the enterprise service Read Individual Material. The maintenance manager then forwards the approved project to the maintenance engineer.
The maintenance engineer then maps out how to go about servicing the water filter. The maintenance engineer first searches to see whether a task list is already in place for carrying out the service. To do this, he uses the enterprise service Find Maintenance Task List by Elements, which uses the Maintenance Task List business object. If a task list exists, he can read it using the enterprise service Read Maintenance Task List. If no task list exists, the maintenance engineer must create it using the enterprise service Create Maintenance Task List. The maintenance engineer must also estimate the cost of the job, so he does this using enterprise service Simulate Task List Maintenance Order. The maintenance engineer then sends the Service Bulletin Application back to the maintenance manager.

Once the Task List is assigned, the Task List cost simulation is performed. The result is multiplied by the number of pieces of affected equipment, providing a total cost for carrying out the requirements of the service bulletin
(click to enlarge)


The maintenance manager then gives his final approval or rejection for the project. If he approves the project, he uses the enterprise service Create Maintenance Request.

Step

Enterprise Service Invoked

Step 1: An administrative worker creates the service bulletin

Create Document

Step 2: The maintenance engineer searches for an individual material according to specific data

Find Individual Material by Elements

Step 3: The maintenance engineer wants to get the details of an individual material

Read Individual Material

Step 4: The maintenance engineer decides to add more equipment to the service bulletin

Change Document

Step 5: The maintenance manager then approves the service bulletin and searches for more information

Find Individual Material by Elements

Step 6: To review the details of the individual material

Read Individual Material

Step 7: After the project is approved, the maintenance engineer searches for the task list

Find Maintenance Task List by Elements

Step 8: If a task list exists, he or she can read it

read Maintenance Task List

Step 9: If no task list exists, the maintenance engineer creates it

Create Maintenance Task List

Step 10: To estimate the cost of the job

Simulate Task list Maintenance Order

Step 11: The maintenance manager the gives his final approval or rejection. To approve the project

Create Maintenance Request



Use Case 2: Warranty Monitoring

If equipment is under warranty, the cost of repairs is covered. This composite uses the enterprise services in this ES bundle to help companies get the most value from their warranties by monitoring when warranties are expiring and scheduling covered maintenance so that it occurs before that expiration date.

At Geyser Water, all of the company's 500 water tanks are under warranty, but they were purchased in phases, so each tank's warranty expires at a different time. A maintenance supervisor can save Geyser a lot of money by making sure any work covered by the warranty is completed before the warranty expires.

This composite alerts the maintenance supervisor when a warranty is close to expiring so he or she can inspect the water tank and have any covered work done.

An alert appears in the Warranty Monitor indicating that the warranty for a certain water tank will expire in the next three months. The Warranty Monitor lists other expiring warranties as well. To look at the details of the water tank, the maintenance manager uses the enterprise service Read Individual Material. To find out where the water tank is located within Geyser Utility's facility, the maintenance engineer uses the enterprise service Read Installation Point, which uses the Installation Point business object (an installation point is the same as a functional location in SAP ERP). If any work has already been requested or performed on the water tank, the Warranty Monitor shows this information, a function referred to as "status tracking."

In the next step, the engineer decides that he wants to perform some maintenance on the tank. The tank's nozzle, which is covered by the warranty, is leaking and he wants to replace it. To get the nozzle fixed, the maintenance engineer uses the enterprise service Create Maintenance Request. The request describes the problem with the nozzle and requests a technician to fix it. To send it to the technician, the engineer uses the enterprise service Release Maintenance Request. Since this repair is covered by a warranty, processing of the claim continues in SAP ERP.

Simple Sample App available

If you are looking for best practices in consuming enterprise services from the Maintenance Processing ES bundle, please refer to the Simple Sample App Create Maintenance Request as a ready-to-run example, including testing data for immediate use.



Step

Enterprise Service Invoked

Step 1: To look at the details of the water tank

Read Individual Material

Step 2: To find out where the water tank is located

Read Installation Point

Step 3: The engineer decides that he wants to perform some maintenance on the tank

Create Maintenance Request

Step 4: To send the request and description of the problem to a technician for fixing

Release Maintenance Request


Use Case 3: Repair vs. Replace Decision Support

A basic question when anything breaks is, "Should we fix it or should we replace it?" The Repair vs. Replace Decision Support composite helps address just this question.

At Geyser Water, a pump at a main pumping station has broken down. Utility officials must decide whether it would be more economical to repair the pump or replace it entirely. This is where the Repair vs. Replace Decision Support composite application comes in. This composite helps Geyser employees speed along the repair process by automating each step of the process, from receiving a report on a problem to issuing a repair or replace order. It also provides information to make the repair versus replace decision even more straightforward.

The process begins when a plant inspector sends the utility engineer a maintenance request for the pump repair. The request takes place in SAP ERP. The request shows up in the engineer's personal order work list, which lists all of the maintenance requests he or she has received. The engineer reviews the request and decides whether to accept or reject it. To look at a detailed view of the maintenance request, the engineer uses the enterprise service Read Maintenance Request. If needed, the engineer can update information in the request using the enterprise service Change Maintenance Request. To find the specific pump that needs repair, the engineer uses the enterprise service Find Individual Material by Elements. The engineer can search on elements such as cost center and production plant.
In the next step, the engineer assigns the task list needed to repair the pump. He logs on to his personal order work list and uses the enterprise service Find Maintenance Task List by Elements. This calls up the task list, which contains the repair procedures and the materials needed. If the task list is not available, he or she needs to create it using the enterprise service Create Maintenance Task List. Next, the engineer creates an estimate of how much the repairs will cost using the enterprise service Simulate Task List Maintenance Order Calculation.
The engineer then determines the cost of replacing the pump. He uses the enterprise service Find Purchase Information Record by Basic Elements to call up the original cost of the pump.

Repair Vs Replace Decision Support
(click to enlarge)


In the next step, the engineer views analytics that help him decide whether to repair or replace the pump. These include charts and graphs that document the maintenance history, budget availability, life of the part, and warranty information. At this point, the engineer decides to make a recommendation to the manager to repair or replace the part.
In the final step, the manager uses either Create Maintenance Order or Create Purchase Requisition to trigger the repair or replacement of the part respectively.

Step

Enterprise Service Invoked

Step 1: The plant inspector sends the utility engineer a maintenance request

None

Step 2: The engineer reviews the request and decides whether to accept or reject it

Read Maintenance Request

Step 3: To update information in the request

Change Maintenance Request

Step 4: To find an individual material according to specific data

Find Individual Material by Elements

Step 5: To search for the task list

Find Maintenance Task List by Elements

Step 6: If the task list is not available, the user creates it

Create Maintenance Task List

Step 7: To estimate the cost of the repair

Simulate Task List Maintenance Order Calculation

Step 8: To search for the original cost of the pump

Find Purchase Information Record by Basic Elements

Step 9: The manager then finally decides whether to repair or replace the pump

Create Maintenance Order or
Create Purchase Requisition



Use Case 4: Maintenance Order Processing

In the past, maintenance orders were handled on paper-based forms that took quite a while to enter into backend systems - that is, when the handwriting, scribbled in the field, could be properly deciphered. This composite uses Adobe Interactive Forms to speed up the processing of maintenance orders.

At the utility Geyser Water, a new hose has been installed to carry water between water tanks, but because of manufacturing defects, it sprays water all over the facility. The composite application Maintenance Order Processing automates the process of reporting and correcting defects.

In the first step, a plant inspector notices the hose is spraying water everywhere, so she turns it off. The inspector then logs onto her computer and fills out a malfunction report describing the problem with the hose using an Adobe Interactive Form. She then submits the form, which triggers the creation of a notification using the enterprise service Create Maintenance Request. In the next step, a supervisor logs onto his personal object work list and uses the enterprise service Read Maintenance Request to view details about this maintenance request. The supervisor can add damage codes, cost codes, or other important information to the maintenance request by using the enterprise service Change Maintenance Request. He also decides whether to approve or reject the request. If the supervisor accepts the maintenance request, he then uses the enterprise service Create Maintenance Order, converting the request to an order and forwarding the order to a maintenance planner.
In the next step, the maintenance planner opens her own personal object work list. The personal object work list shows the work orders the planner must work on, including the one for the hose. The planner assigns a technician to work on the hose project using the enterprise service Find Employee by Work Centre. The planner then updates the maintenance order using Change Maintenance Order. She inputs information such as how many hours of work it will take to replace the hose and what materials will be needed. The planner generates an Adobe Interactive Form containing the maintenance order, which is populated using the Read Maintenance Order enterprise service. She then forwards this Adobe Interactive Form to the technician via email.

Maintenance planner assigns task
(click to enlarge)

In the next step, the technician opens his email and finds the Adobe Interactive Form for the maintenance order. He adds information to the open fields on the form. Depending on the changes he makes, when he sends this form to the back office, a variety of enterprise services may be invoked, including Change Maintenance Order (for updates on time, materials, and work performed), Change Maintenance Request, or Create Maintenance Confirmation (to indicate that the work is completed). If equipment must be replaced, Dismantle Individual Material and Install Individual Material will also be invoked.

Technician receives maintenance order
(click to enlarge)


|| Step || Enterprise Service Invoked ||

Step 1: A plant inspector notices a defect and fills out a malfunction report describing the problem using an Adobe Interactive Form

None

Step 2: The plant inspector submits the form which triggers the creation of a request for maintenance

Create Maintenance Request

Step 3: The supervisor views the details about the maintenance request

Read Maintenance Request

Step 4: To add other important information to the request

Change Maintenance Request

Step 5: To accept the maintenance request

Create Maintenance Request

Step 6: The maintenance planner assigns a technician to work on the defect

Find Employee by Work Centre

Step 7: Then he or she updates the maintenance order

Change Maintenance Order

Step 8: The maintenance planner generates an Adobe Interactive Form containing the maintenance order to forward it to the technician

Read Maintenance Order

Step 9: The technician updates or adds information to the maintenance order

Change Maintenance Order or
Change Maintenance Request

Step 10: To indicate that the work is completed

Create Maintenance Confirmation

Step 11: To replace equipment

Dismantle Individual Material or
Install Individual Material



Use Case 5: Reliability Centered Maintenance

This tool collects maintenance notifications and orders from SAP backend systems and allows the user to perform analytics on the information. The result is a new maintenance strategy, which describes what needs to be done to keep the system functioning most effectively and providing a maintenance schedule for putting that plan into action. The strategy is stored as a task list in SAP ERP.

At Geyser Water, a maintenance engineer wants to analyze one of the utility's pumping systems so that he can figure out a maintenance strategy that will diminish downtime for the system. This use case allows the maintenance engineer to analyze the pumping system and optimize its maintenance.
In the first step, the maintenance engineer must specify which pumping system equipment he wants have analyzed using the enterprise services Read Individual Material and Read Installation Point.
In the next step, the maintenance engineer runs the reliability centered maintenance analysis using a partner application, RCMO from Meridium, that consumes these enterprise services. RCMO also interfaces with SAP NetWeaver Business Intelligence (SAP NetWeaver BI), deriving information such as damage and failure codes from BI. The output of this process is a new maintenance strategy that may lead to the adoption of new maintenance plans, new maintenance cycles, and new or changed processes that dictate how to best perform the work.

Maintenance Processing RCMO
(click to enlarge)


The maintenance manager then updates the maintenance plan or creates one if it doesn't exist. To do this, he first searches to see if a maintenance plan exists for the pumping system using the enterprise service Find Maintenance Plan by Elements. If the plan exists, the manager uses the enterprise service Read Maintenance Plan to view its details. (If the plan doesn't exist, he must first create it using the enterprise service Create Maintenance Plan.) To update the plan with the strategy he defined, he uses the enterprise service Change Maintenance Plan.

Step

Enterprise Service Invoked

Step 1: The maintenance engineer specifies which pumping system equipment he wants to have analyzed

Read Individual Material and
Read Installation Point

Step 2: The maintenance engineer runs a reliability centred maintenance analysis

None

Step 3: To search if a maintenance plan exists

Find Maintenance Plan by Elements

Step 4: If the plan exists, he or she views its details

Read Maintenance Plan

Step 5: If the plan does not exist, he creates it

Create Maintenance Plan

Step 6: To update the plan

Change Maintenance Plan



Use Case 6: Real Time Installed Base at Manufacturer

For many types of equipment, the original equipment manufacturer (OEM) wants or needs to keep track of the actual configuration of the equipment in the field. The actual configuration information can be used to provide better service to the equipment owner/operator, to track and monitor warranties, to provide information on up-selling and cross-selling opportunities, and to drive many other business processes at the manufacturer. However, it is often difficult for equipment manufacturers to track the actual configuration, also known as the as-maintained bill of material (BoM). The OEM typically tracks the as-designed, as-sold, as-built, and as-shipped BoM, but as soon as the equipment is shipped from the premises of the manufacturer, the manufacturer loses track of the actual configuration and cannot maintain an accurate as-maintained BoM.

By using an Intelligent Device Management (IDM) solution, such as the SAP Endorsed Business Solution from Questra, manufacturers can remotely track the actual configuration of an equipment. The manufacturer installs an IDM agent on the equipment that over the Internet communicates to a back-end application at the manufacturer. One type of data that can be communicated is the actual hardware and software configuration of the equipment. Assuming that the manufacturer models the equipment as an equipment master record, i.e. the business object Individual Material, in SAP ERP 6.0 and maintains an equipment hierarchy for relevant subsystems and components, the IDM back-end can continuously feed the actual configuration into SAP ERP 6.0 using the service operations Find Subordinate Individual Material by Individual Material, Install Individual Material, Dismantle Individual Material, and Update Individual Material. Each equipment master can be updated with for example version number read directly from the equipment itself, and the equipment hierarchy can be maintained to exactly reflect the actual configuration of the equipment in the field.

By using an IDM solution and integrating it to SAP ERP 6.0 using enterprise services, the equipment manufacturer can maintain true real time installed base information.

Best Practices

Maintenance Collaboration Solution

Maintenance Collaboration is available as an Implementation Package based on SOA* on


The Maintenance Collaboration solution allows identification, planning and execution of maintenance to technical systems by offering collaboration between service providers and their customers.
The Package inculdes the following features:

  • The scenario includes the creation of a service maintenance request, the central validation of requests by personnell responsible for a specific unit and the central planning of respective maintenance activities
  • Maintenance data can be made available either in the service provider system or the customer system, depending on the contractual agreements
  • Provide web based transparent automated and integrated process for operational units to enable quick responsiveness for maintenance requests
  • Seamless integration of business partners (supplier and business partner)
  • Simplified and easy-to-use user interface providing comprehensive information at one glance regarding to business functions

For detailed information including pricing, visit https://ecohub.sdn.sap.com/irj/ecohub/solutions/maintenancecollaboration

What is an Implementation Package based on SOA?

An Implementation Package based on SOA is a business process solution.  It is provided via the rapid implementation of a tailored application
based on SOA. It helps enterprises differentiate, while lowering the related cost.

The Implementation Package comprises the combination of:

  • Business Use Case
  • Delivery Type & Methodology
  • Technical Foundation & Tool Support

Future Directions

SAP will continue to develop this and other ES bundles to offer more functionality in the area of warranty processing. For example, additional enterprise services may be added to service enable the process of filing claims for repairs covered by warranties.

Other potential directions for this bundle include integration with geographic information systems (GIS). Such an integration could, for example, allow residents on a particular street with a broken fire hydrant to go to a city's web site and click the fire hydrant on an interactive map. The resident could then fill out a repair form, which is sent to the Public Works Department. The Public Works Department would then fix the fire hydrant.

Connectivity

The Maintenance Processing ES bundle achieves connectivity between SAP built composites, partner built composites, and SAP ERP, specifically Enterprise Asset Management using web services interactions. In addition, composites in this bundle interact with SAP NetWeaver Business Intelligence (SAP NetWeaver BI) for analytics functions.

System Requirements

Related ES Bundles

End-to-end Processes Where This ES Bundle Is Used