2008-04-07 - As robots assume an ever greater role in automated production processes, it is essential to minimise downtime caused by unexpected malfunctions or failures. Chris Withey, service manager for ABB’s UK robotics business, explains how ABB’s service agreements can help plant operators extend mean time between failure (MTBF) to ensure maximum robot availability and efficiency.
In today’s competitive environment, business profitability often relies on demanding production schedules that do not always leave time for exhaustive or repeated equipment health checks. This is no less the case for robots, which often operate around the clock under punishing conditions. With our customers often lacking the resources, knowledge or time to check robotic equipment regularly, having the support of the robot manufacturer can be invaluable.
Packages to suit individual needs
However, the diverse range of applications in which robots are used, from a single robot being used occasionally, through to robotic cells in constant use in a busy production line, means that one size of service and support rarely fits all. For this reason, ABB offers a range of different service agreement packages that can be combined and customised to the specific needs of the customer. Categorised as Maintenance, Response and Warranty, these packages offer guaranteed response times of four, eight, 12 and 24 hours, providing customers with the assurance of rapid help and assistance if required. Remote service agreements
Remote monitoring and service
Launched in 2007, our remote service agreements enable proactive maintenance and management of all modern ABB robots. The agreements involve remote monitoring of our customers’ robots in order to identify when problems are likely to occur and ensure that help is dispatched before they can escalate further. In this way, we can help customers extend MTBF periods, shorten the subsequent time mean time to repair (MTTR) and in turn, lower the overall cost of ownership. Remote monitoring is made possible by a service box and system infrastructure which is installed into the robot’s control system. Using these, we can monitor and collect data on the wear and tear and productivity of robotic cells which we can also share with the customer if required. In this way, we can ensure that we act to prevent a stop in production rather than just assisting in a recovery.
Access robot data via the web
Backing up our service agreements is our MyRobot web site. By logging onto this tool, customers and service engineers can find information needed for robotic equipment, including status indicators, as well as reports generated from the preventive maintenance visits and other services performed. We can also offer Productivity Improvement Projects (PIP), a comprehensive consultancy service to assess the state of manufacturers’ equipment. Regular audits are used to capture data such as the individual process performance, personnel performance and productivity, together with the environment in which the equipment operates. This enables the design of preventive measures for improving the Overall Equipment Effectiveness (OEE).
Your own on-site resident expert
On-site support Customers can now also invest in permanent on-site technical support by employing an ABB site resident engineer (SRE). Based on the concept successfully implemented at many major automotive sites, this service solution provides the highest level of reactive cover whilst supporting a more proactive approach to prevention and operator effectiveness.
The goal - zero downtime
Martin Rutter has been an ABB site resident engineer for the past 10 years. He says: “Having an ABB engineer onsite is advantageous for the customer should the worst thing happen and a robot malfunctions, but the resident engineer does much more. “As well as being the resident expert on ABB robots, I am the sole ABB employee on-site, making me engineer, training manager, company representative and ambassador all rolled into one. My role is to educate and train employees in robot technologies and work proactively with management and staff towards the common goal of zero production downtime.” If having an on-site engineer is not the way forward for a plant, then immediate and direct access can be provided 24 hours a day, seven days a week to a UK helpdesk. Here, technicians provide advice and technical expertise to customer’s partners and ABB’s own field engineers. This service gives a greater insight into the problem at hand and offers earlier diagnostic capabilities.
Service should be the reason why customers choose ABB
With manufacturers needing to invest in robotics to reduce labour costs while increasing productivity and quality, a service package is key to the purchasing decision process. We are determined that our customer service should be the reason why customers choose ABB and continue to partner with us in their future investments. Our service offers, and our wealth of experience in effective preventive, planned and scheduled service and support, mean that maintenance should no longer be viewed as a high-expense activity. Instead, preventive maintenance can help our customers ensure their production line runs according to plan and on time, every time.