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首页> 外文会议>Conference on Integrated Manufacturing Solutions: Supply Chain/Management Strategies, Jun 25-27, 2002, Cleveland, Ohio >Approaching the End of Downtime
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Approaching the End of Downtime

机译：接近停机时间

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摘要

Customer Relationship Management (CRM) details all aspects of interaction a company has with its customer, whether it is sales or service related. Computerization has changed the way companies are approaching their CRM strategies and with the ever-evolving Web and wireless devices, more of the relationship is being managed electronically. Organizations are therefore looking for ways to connect service and support professionals who are increasingly connected to a myriad of systems designed to improve their efficiency, their knowledge, and their relationships with customers. However, one vital link has seemingly been missing ― connecting these professionals directly to the machines, devices, and products they support in the field. Understanding what has happened to a product in the field before sending a service technician can obviously improve first-time repair rates and reduce service costs. But taking support one-step further, connecting organizations continuously to the products they build and service will enable and automate remote monitoring, diagnostics, and calibration of these devices. This capability can provide the foundation for proactive, predictive, and preventive maintenance. The convergence of several technologies are enabling a new class of customer service technology, called Device Relationship Management (DRM). DRM transforms device information into business intelligence by collecting, communicating, managing, and presenting the data. Thus, the result is not only reflected throughout the service organization, but throughout the business and in the bottom line. And the results for users of DRM-enabled products may, in fact, be the end of downtime as we know it.
机译：客户关系管理（CRM）详细介绍了公司与客户互动的所有方面，无论是与销售或服务有关的。计算机化已经改变了公司处理CRM战略的方式，并且随着Web和无线设备的不断发展，更多的关系是通过电子方式进行管理的。因此，组织正在寻找连接服务和支持专业人士的方法，这些专业人士与越来越多的旨在提高效率，知识以及与客户关系的系统联系在一起。但是，似乎缺少一个重要的链接－将这些专业人员直接连接到他们在现场支持的机器，设备和产品。在派遣服务技术人员之前了解现场产品发生了什么，显然可以提高首次维修率并降低服务成本。但是，如果进一步采取支持措施，将组织持续连接到他们所构建和服务的产品上，将能够使这些设备实现远程监控，诊断和校准并使其自动化。此功能可以为主动，预测和预防性维护提供基础。几种技术的融合使一类新的客户服务技术称为设备关系管理（DRM）。 DRM通过收集，通信，管理和呈现数据将设备信息转换为商业智能。因此，结果不仅反映在整个服务组织中，而且反映在整个业务和底线中。实际上，众所周知，支持DRM的产品的用户使用的结果可能是停机时间的结束。

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