Customer support system and method of customer support

• US 7,505,873 B2
• Filed: 09/22/2005
• Issued: 03/17/2009
• Est. Priority Date: 09/09/2004
• Status: Active Grant

• Current Assignee: Amada Company Limited
• Original Assignee: Amada Company Limited
• Inventors: Takagi, Toshio, Mihara, Kazuyoshi, Matsunaga, Wataru
• Primary Examiner(s): Feliciano; Eliseo Ramos
• Assistant Examiner(s): Suglo; Janet L
• Application Number:
  US11/231,995
• Publication Number:
  US 20060074603A1
• Time in Patent Office: 1,272 Days
• Field of Search: 702/187, 702/188
• US Class Current: 702/188
• CPC Class Codes: G05B 19/41875 characterised by quality surveillance of production
• CPC Class Codes: G05B 2219/31205 Remote transmission of measured values from site, local to host
• CPC Class Codes: G05B 2219/31444 Compare actual manufacturing sequence with simulated sequence, correct actual
• CPC Class Codes: G05B 2219/31457 Factory remote control, monitoring through internet
• CPC Class Codes: G05B 2219/32234 Maintenance planning
• CPC Class Codes: Y02P 90/02 Total factory control, e.g. smart factories, flexible manufacturing systems [FMS] or integrated manufacturing systems [IMS]

Abstract

A method is provided for centrally monitoring machines running at remote customer sites and providing customers with adequate support. The method includes collecting machine operating data, including data for each process stage, at the customer sites, and analyzing, at a central location, the collected machine operating data for each machine. Subsequently, a solution based upon the analysis is proposed to the customer for each of the machines, and the solution is then implemented. The method also includes continuously collecting data to check effectiveness of the installed machines and to verify the solution works.

Claims

1. A system for providing customer support of newly upgraded machines or newly installed machines, the system comprising:

an operating data monitor that monitors and collects data from a plurality of machines located at a customer site; and

a call center that receives the collected data from the operating data monitor, including data for each process stage, and records the data for analysis, the analysis comprising;

collecting data associated with individual process stages of the old machines and individual process stages of the newly upgraded or installed machines;

distinguishing data corresponding to the old machines and to the newly upgraded or installed machines;

performing a comparison of the measurements of efficiency of each of a plurality of process stages of the newly upgraded or installed machines and each of a plurality of process stages of the old machines;

measuring the efficiency of each of a plurality of process stages of the old machines and each of a plurality of process stages of the newly upgraded or installed machines;

outputting a measurement of the effectiveness of the newly upgraded or installed machines for each of the plurality of process stages based upon the comparison; and

calculating tools set up time and newly upgraded or installed machine set up time of a sheet metal manufacturing process based on predetermined machine parameters comprising axis speed and slowdown speed.

2. The system of claim 1, further comprising a plurality of portable devices that communicate with the call center, the portable devices being operable by sales representative or service personnel.

3. The system of claim 2, in which one of the portable devices collects data for each stage of a process by transmitting, to the call center, an indication of a beginning of the process, and when the process completes, transmitting to the call center an indication of an ending of the process.

4. The system of claim 1, in which the comparison comprises comparing a manufacturing time for a product prior to an upgrade with a manufacturing time for the product after the upgrade.

5. The system of claim 1, in which the comparison comprises comparing a newly installed machine'"'"'s performance with an old machine'"'"'s performance.

6. The system of claim 1, in which the comparison comprises comparing a processing time for a product on a newly installed machine with a known average processing time for the product.

7. The system of claim 1, in which the data comprises a machine operation log and graphics images of the operating machine.

8. The system of claim 1, in which the call center prepares a proposal based upon the analysis, the proposal being presentable to a customer.

9. The system of claim 1, further comprising:

comparing the data associated with individual process stages of newly upgraded or installed machines to a target value,

wherein the target value is derived from a time study algorithm and time study data, and

wherein the time study data is derived from a simulation which verifies process stages employed in a manufacturing process.

10. The system of claim 1, further comprising:

estimating a manufacturing time and efficiency of the individual process stages, based on data from a simulation of the individual process stages.

11. The system of claim 1, further comprising:

calculating trial bending time and CAM operation time of the sheet metal manufacturing process based on predetermined machine parameters comprising pressing time, material handling, and back gauging time.

12. A customer support system, comprising:

a plurality of numerical controllers installed in a corresponding plurality of machines to be monitored, the plurality of machines being located in at least one customer facility;

an automatic CAM component for creating a standard working process and calculating a corresponding standard working time; and

a virtual factory manager for calculating a result cost of each part using actual working data derived from actual manufacturing by each of the machines, the virtual factory manager further calculating a standard cost of each part using the standard working time;

wherein the virtual factory manager performs a comparison of the measurements of efficiency of each of a plurality of process stages of the newly upgraded or installed machines and each of a plurality of process stages of the old machines;

wherein the virtual factory manager measures the efficiency of each of a plurality of process stages of the old machines and each of a plurality of process stages of the newly upgraded or installed machines;

wherein the virtual factory manager collects data associated with individual process stages of the old machines and individual process stages of the newly upgraded or installed machines;

wherein the virtual factory manager distinguishes data corresponding to old machines and to newly upgraded or installed machines;

wherein the virtual factory manager outputs a measurement of the effectiveness of the newly upgraded or installed machines for each of the plurality of process stages based upon the comparison;

wherein the standard cost comprises a cost of each part calculated as produced by the old machines;

wherein the result cost comprises a cost of each part calculated as produced by the newly upgraded or installed machines; and

wherein the virtual factory manager calculates tools set up time, newly upgraded or installed machine set up time, and CAM operation time of a sheet metal manufacturing process based on predetermined machine parameters.

13. The system of claim 12, further comprising:

a call center for analyzing the comparing of the standard cost and the result cost received from the virtual factory manager,

wherein the call center is configured to provide the analysis to the customer through a display at the at least one customer facility.

14. The system of claim 13, wherein data of the result working process is automatically obtained in the numerical controllers of the corresponding machine.

15. The system of claim 13, wherein when the analysis indicates a profit increase, the call center proposes to the customer through the display to change a result working process into the standard working process.

16. The system of claim 12, wherein the actual working data comprises a result working process and a result working time for each of the machines.

17. The system of claim 12, wherein a portion of the actual working data for at least one of the machines is determined by an operator and manually entered into the corresponding numerical controller.

18. The customer support system of claim 12, wherein the virtual factory manager compares the data associated with individual process stages of newly upgraded or installed machines to a target value,

wherein the target value is derived from a time study algorithm and time study data, and

wherein the time study data is derived from a simulation which verifies process stages employed in a manufacturing process.

19. The customer support system of claim 12, wherein the virtual factory manager estimates a manufacturing time and efficiency of the individual process stages, based on data from a simulation of the individual process stages.

20. The customer support system of claim 12, wherein the virtual factory manager calculates trial bending time of the sheet metal manufacturing process based on predetermined machine parameters comprising axis speed, slowdown speed, pressing time, material handling, and back gauging time.