Customer Support Agreement LP

Report
2013 PM
PowerCare
Customer Support Agreement
LP Products and Systems
PowerCare
Support contract suggestions for different needs
Power distribution
utility in heavily
populated areas
Industry with
local power
generation
Industrial
power
consumers
Power distribution
or generation in
remote places
© ABB
Month DD, YYYY | Slide 2
PowerCare
Support contract suggestions for different needs
Customer operates
process with big
consequentinal
damages or costs if
stopped.
Customer misses single
place with up to date
documentation for his
electrical equipment.
Different persons in his
team are keeping their
own documentation sets
and IED configurations
backups resulting in
revision conflicts and time
lost in investigation
© ABB
Month DD, YYYY | Slide 3
Customer operates
distribution system with
huge penalties for the off
time.
Customer operates remote facility
with minimum operating
personnel and no maintenance
personnel present full time. So far
only corrective maintenance was
done after failure detection, but
customer would prefer condition
monitoring and condition based
preventive maintenance
Customer sees lack of
skills to professionaly
troubleshoot and
maintein ABB equipment,
irregular involvment in
these activites and little
confidence in actions
taken
Customer utilizes a
service provider for
corrective and preventive
maitenance and has job
quality issues or spare
parts origin issues
PowerCare
What is PowerCare
PowerCare, is an ABB multi divisional Service Customer
Support Agreement concept in order to commonly fit
customer’s needs.
PowerCare is a customer support agreement for LP
products involves
© ABB Group
Month DD, Year
| Slide 4

Complete ABB Low Voltage systems

ABB Low Voltage Circuit Breakers

ABB Low Voltage Control Products
PowerCare
What is PowerCare
PowerCare Customer support Agreement consists in a
matrix of five service areas targeting different customer
needs:
1.
Skilled Development Services
2.Emergency
3.Diagnostic
Maintenance Services
& Condition Assessment
4.Self-Maintenance
5.Delivered
Services
Maintenance Services
Each area has four service levels and for each area the
ABB support content increases with the levels
© ABB Group
Month DD, Year
| Slide 5
PowerCare
Matrix
Levels
Service Areas
Entry Level
© ABB Group
Month DD, Year
| Slide 6
Level .1
Level .2
Level .3
1. Skills
Development
Services
1.0 Product
Training List
1.1 Product
Training
1.2 Application
Training
1.3 Coaching
Services
2. Emergency
Maintenance
Services
2.0 Single Point of
Contact
2.1 Technical
Support with
agreed
response time
2.2 Call-out
Support with
agreed
response time
2.3 Emergency
Spare Parts
Assessment and
Purchasing
3. Diagnosis &
Condition
Assessment
3.0 Technical
preliminary Survey
3.1 Asset and
Risk
Assessment
3.2 Local
Asset
Monitoring
3.3 Remote
Asset Monitoring
4. SelfMaintenance
Services
4.0Documentation
of Installed Base
& Cycle Status
Report
4.1 Manuals
and
instructions
On-line
4.2 On-Line
Support for Selfmaintenance
4.3 File Storage
5. Delivered
Maintenance
Services
5.0 Technical
Assessment on
Yearly Basis
Report
5.1 Product
Engineering
Services
5.2 Advanced
Product
Engineering
Services
5.3 Full
Switchgear
Engineering
Services
PowerCare
1. Skill Development Services
Levels
Level .0
1. Skills
Development
Services
1.0 Product
Training List
Level .1
1.1 Product
Training
Areas
2.1 Technical
2.0 Single Point of
2. Emergency
Support with
Contact
Maintenance
Skills
Development Services area
agreedCovers
Services
5. Delivered
Maintenance
Services
| Slide 7
Level .3
1.2 Application
Training
1.3 Coaching
Services
2.2 Call-out
Support with
agreed
response time
2.3 Emergency
Spare Parts
Assessment and
Purchasing
services to develop,
response time
increase and maintain your personnel
skills.
3.1 aim
Asset and
3.2 Local
Product
to provide
all participants
with
3.0 TechnicalTrainings
3.3 Remote
3.Diagnosisand
& Application
Risk
Asset
preliminary Survey
Asset Monitoring
theCondition
necessary skills
and knowledge
of ABB equipment
while
Coaching
Assessment
Monitoring
Assessment
Services help maintenance managers set up a strategy for the
4.2 On-Line
4.1 Manuals
maintenance
of personnel
skills development.
4.3 File Storage
4.0Documentation
4. Self-
Maintenance
Services
© ABB Group
Month DD, Year
Level .2
of Installed Base
& Cycle Status
Report
and
Instructions
On-line
Support for Selfmaintenance
5.0 Technical
Assessment on
Yearly Basis
Report
5.1 Product
Engineering
Services
5.2 Advanced
Product
Engineering
Services
5.3 Full
Switchgear
Engineering
Services
Maintenance
PowerCare
2. Emergency Maintenance Services
Levels
Areas
Level .0
| Slide 8
Level .2
Level .3
1. Skills
Development
Services
1.0 Product
Training List
1.1 Product
Training
1.2 Application
Training
1.3 Coaching
Services
2. Emergency
Maintenance
Services
2.0 Single Point of
Contact
2.1 Technical
Support with
agreed
response time
2.2 Call-out
Support with
agreed
response time
2.3 Emergency
Spare Parts
Assessment and
Purchasing
3.Diagnosis &
Condition
Assessment
3.0 Technical
preliminary Survey
3.1 Asset and
Risk
Assessment
3.2 Local
Asset
Monitoring
3.3 Remote
Asset Monitoring
Emergency Maintenance Services area provides rapid support in
4.2 On-Line
4.1 Manuals
4.3 File Storage
4.0Documentation
4. Selfemergency
situations.
Single
point
of
contact
introduces
a
simplified
Support for Selfand
of Installed Base
Maintenance
maintenance
Instructions
&
Cycle
Status
process
for
call
out
support
handling
while
technical
support and callServices
On-line
Report
out support offer agreed response time insurance. On site essential
Product
5.2 Advanced
5.0 Technical can be5.1
5.3 Full
spare
parts management
included
as well.
5. Delivered
Engineering
Product
Maintenance
Services
© ABB Group
Month DD, Year
Level .1
Assessment on
Yearly Basis
Report
Services
Engineering
Services
Switchgear
Engineering
Services
Maintenance
PowerCare
3. Diagnosis & Condition Assessment
Levels
Areas
Level .0
Level .1
Level .2
Level .3
1. Skills
Development
Services
1.0 Product
Training List
1.1 Product
Training
1.2 Application
Training
1.3 Coaching
Services
2. Emergency
Maintenance
Services
2.0 Single Point of
Contact
2.1 Technical
Support with
agreed
response time
2.2 Call-out
Support with
agreed
response time
2.3 Emergency
Spare Parts
Assessment and
Purchasing
3.Diagnosis &
Condition
Assessment
3.0 Technical
preliminary Survey
3.1 Asset and
Risk
Assessment
3.2 Local
Asset
Monitoring
3.3 Remote
Asset Monitoring
4.0Documentation
of Installed Base
& Cycle Status
Report
4.1 Manuals
and
Instructions
On-line
4.2 On-Line
Support for Selfmaintenance
4.3 File Storage
4. SelfMaintenance
Diagnosis
and
Services
Condition Assesment area covers customer’s need
to know the asset’s status and safety aspects and the required risk
5.1 Product
5.2 Advanced
Technical
5.3 Fullor
mitigation
actions.5.0Periodic
condition
surveys and
assessments
5. Delivered
Engineering
Product
Assessment on
Switchgear
installation
monitoring
system
is
included
in
the
ABB
Maintenanceof condition
Services
Engineering
Yearly Basis
Engineering
Services
Services
Services
Report
offering for this area.
Maintenance
© ABB Group
Month DD, Year
| Slide 9
PowerCare
4. Self-Maintenance Services
Levels
Level .0
Areas
1.0 Product
1. Skills
Training List
Development
Self-Maintenance
Services
Services
© ABB Group
Month DD, Year
| Slide 10
Level .1
Level .2
Level .3
1.1 Product
Training
1.2 Application
Training
1.3 Coaching
Services
area covers services that help you in self
maintenance strategy implementation for specific tasks. Your
2.1 Technical on non-recurring
2.2 Call-out
2.0 Single
of confidence
2.3 Emergency
2. Emergency
maintenance
teams
canPoint
gain
tasks
by
Support
with
Support
with
Contact
Spare Parts
Maintenance
agreed
agreedcontacting
getting
access to product documentation
on-line,
ABB and
Assessment
Services
response time
response time
Purchasing
experts or using the structured file storing space for the assets
3.1 Asset and
3.2 Local
3.0 Technical
3.3 Remote
documents.
3.Diagnosis &
Condition
Assessment
preliminary Survey
Risk
Assessment
Asset
Monitoring
Asset Monitoring
4. SelfMaintenance
Services
4.0Documentation
of Installed Base
& Cycle Status
Report
4.1 Manuals
and
Instructions
On-line
4.2 On-Line
Support for Selfmaintenance
4.3 File Storage
5. Delivered
Maintenance
Services
5.0 Technical
Assessment on
Yearly Basis
Report
5.1 Product
Engineering
Services
5.2 Advanced
Product
Engineering
Services
5.3 Full
Switchgear
Engineering
Services
Maintenance
PowerCare
5. Delivered Maintenance Services
Levels
Level .0
Areas
1. Skills
Development
Services
© ABB Group
Month DD, Year
| Slide 11
1.0 Product
Training List
Level .1
1.1 Product
Training
Level .2
Level .3
1.2 Application
Training
1.3 Coaching
Services
Delivered
Services
area is intended
for customers
who
2.1 Technical
2.2 Call-out
2.0 Single Point
of
2.3 Emergency
2. Emergency Maintenance
Support with
Support with
Spare Parts
Maintenance
does
not have anContact
own electrical maintenance
personnel and
thus
agreed
agreed
Assessment and
Services
response
time
response
time ABB
Purchasing
outsources the electrical equipment
maintenance
tasks.
provides
background
engineering
labor
maintenance
3.1 Asset
and for preventive
3.2 Local
3.0 Technicaland on-site
3.3 Remote
3.Diagnosis &
Risk
Asset
preliminary
Asset Monitoring
Condition
tasks
and mainteins
the Survey
equipment
in good condition
minimizing
the
Assessment
Monitoring
Assessment
risk of power outages and major electrical equipment failures.
4. SelfMaintenance
Services
4.0Documentation
of Installed Base
& Cycle Status
Report
4.1 Manuals
and
Instructions
On-line
4.2 On-Line
Support for Selfmaintenance
4.3 File Storage
5. Delivered
Maintenance
Services
5.0 Technical
Assessment on
Yearly Basis
Report
5.1 Product
Engineering
Services
5.2 Advanced
Product
Engineering
Services
5.3 Full
Switchgear
Engineering
Services
Maintenance
PowerCare
Matrix
Levels
Areas
Entry Level
© ABB Group
Month DD, Year
| Slide 12
Level .1
Level .2
Level .3
1. Skills
Development
Services
1.0 Product
Training List
1.1 Product
Training
1.2 Application
Training
1.3 Coaching
Services
2. Emergency
Maintenance
Services
2.0 Single Point of
Contact
2.1 Technical
Support with
agreed
response time
2.2 Call-out
Support with
agreed
response time
2.3 Emergency
Spare Parts
Assessment and
Purchasing
3.Diagnosis &
Condition
Assessment
3.0 Technical
preliminary Survey
3.1 Asset and
Risk
Assessment
3.2 Local
Asset
Monitoring
3.3 Remote Asset
Monitoring
4. SelfMaintenance
Services
4.0Documentation
of Installed Base
& Cycle Status
Report
4.1 Manuals
and
instructions
On-line
4.2 On-Line
Support for Selfmaintenance
4.3 File Storage
5. Delivered
Maintenance
Services
5.0 Technical
Assessment on
Yearly Basis
Report
5.1 Product
Engineering
Services
5.2 Advanced
Product
Engineering
Services
5.3 Full Switchgear
Engineering
Services
Maintenance
PowerCare
A dedicated Portal for your support on ABB
electrification equipment
© ABB
Month DD, YYYY | Slide 13

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