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首页> 外文会议>Reliability and Maintainability Symposium (RAMS), 2012 Proceedings - Annual >Know, predict, control: A case study in services management
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Know, predict, control: A case study in services management

机译：知道，预测，控制：服务管理中的案例研究

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摘要

In today''s volatile environment, controlling the cost of ownership and maximizing operational capability are both critical to the sustainability of systems. In the long history of services management delivered by Rolls-Royce, RAMS (Reliability, Availability, Maintainability, and Safety) has remained a key principle for service delivery and we have worked to evolve a services infrastructure tailored to deliver both the responsiveness and foresight demanded by today''s customers. Contracts for Rolls-Royce services like TotalCare®, CorporateCare® and MissionCare™ are essentially performance based contracts for in-service systems delivered through the theory of `know, predict, control''. Where `know'', involves understanding the current fleet status and maintaining the data management structure required to respond to that status. `Predict'', involves forecasting the future fleet status and proactively identifying future potential threats and opportunities. Finally, `control'', involves the actual management of the future fleet status with a team focused on both tactical and strategic objectives. This three-core theory is directly supported by a three-core organizational infrastructure - based around data, business, and fleet-support management - which in turn drive customer satisfaction and deliver on customer commitments. Hence, this paper will elaborate on this theory of `know, predict, control'', relate it to the Rolls-Royce Services organizational infrastructure, and explain how a RAMS-centric forecast capability is leveraged as the decision-support heart of services management using the method of `forecast, analyze, validate, optimize, and recommend''. Note, that whilst many of the examples in this paper are Aerospace related, the principals, tools, and methods described are applicable for all systems, across all sectors, and in support of all customers.
机译：在当今动荡的环境中，控制拥有成本和最大化运营能力对于系统的可持续性都至关重要。在罗尔斯·罗伊斯提供的服务管理的悠久历史中，RAMS（可靠性，可用性，可维护性和安全性）一直是服务提供的关键原则，并且我们一直在努力开发适合于提供响应能力和预见性的服务基础架构今天的客户。诸如TotalCare®，CorporateCare®和MissionCare™之类的劳斯莱斯服务合同实质上是通过“了解，预测，控制”理论交付的服务系统性能合同。 “知道”的地方包括了解当前的机队状态并维护响应该状态所需的数据管理结构。 “预测”包括预测未来的机队状态并主动识别未来的潜在威胁和机会。最后，“控制”涉及对未来机队状态的实际管理，而团队则侧重于战术和战略目标。基于数据，业务和车队支持管理的三核组织基础架构直接支持了这种三核理论，进而提高了客户满意度并兑现了客户承诺。因此，本文将详细阐述“了解，预测，控制”这一理论，并将其与劳斯莱斯服务的组织基础架构联系起来，并解释如何将以RAMS为中心的预测功能作为服务管理的决策支持核心使用“预测，分析，验证，优化和推荐”方法。请注意，尽管本文中的许多示例与航空航天相关，但所描述的原理，工具和方法适用于所有系统，各个领域并为所有客户提供支持。

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