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Ticketing System Case Study

GEMBO (www.gembo.co) is a leading innovator in the world of SaaS Industrial IoT Platforms, with a proven track record of delivering cutting-edge solutions that help customers achieve their business goals. The company's platform uses a combination of IoT, machine learning, and AI to provide customers with real-time insights into their operations, enabling them to make better decisions and optimize their performance. GEMBO is committed to continuous innovation, and the company is constantly looking for new ways to use technology to help its customers succeed.


Customer Intro

The customer is a multi $B Tier one manufacturer, with multiple factories around the globe.  Manufacturing lines vary between electronic manufacturing to semiconductor, serving a variety of markets including Automotive, Networking, Industrial, Audio and Gaming. 

GEM has deployed Precare Cloud, Precare Edge, OEE Availability and predictive analytics Package. Its footprint grew from a few machines to over 90 machines in a few of their factories. 


Problem

The customer has been utilizing OEE Availability analytics to identify machines with low availability and assigning them to responsible technicians. The customer's management team has been overwhelmed with emails from technicians providing status updates on the machines after they have taken corrective actions.


The customer intends to streamline the process of monitoring machine status from the receipt of OEE Availability status to the resolution of availability issues, enabling the machines to operate efficiently based on established availability KPIs. The customer has provided the following workflow to illustrate their requirements.

ticket system gembo case study

The customer expects that tickets will be automatically generated for all machines with availability lower than the established KPIs and sent to the responsible technicians. The technicians must ensure that appropriate corrective actions are implemented and updates are made to the tickets until the machines are fully repaired, at which point the tickets will be closed upon validation by the technicians' superiors.


Solution

Following the discussion with the customer, GEM suggested to perform the following in the existing OEE platform to properly execute the ticketing system:

  1. Customer to establish OEE Availability KPIs by machines
  2. Configure the Rules in the GEM Rule Engine
  3. Generate the OEE Analytics per machine at a specified time daily
  4. Define the calculation process comparing the availability status per machine vs. the established availability KPI per machine
  5. Tickets will be triggered for all machines with lower availability vs. the established availability KPI
  6. These tickets will be sent to the technicians handling the machines
  7. Technicians will update the ticket once they have completed their corrective actions
  8. Managers will validate the effectivity of their corrective actions by running the OEE availability of the said machine
  9. Upon successful validation, managers will close the ticket
  10. Execute the rules and monitor the implementation



Results

The ticketing system is now an integral part of the OEE Platform, with rules set up in the Rule Engine based on the customer's workflow. The rules are designed to automate the process of generating and tracking tickets, ensuring that all tickets are properly classified and routed to the appropriate personnel. The ticketing system also includes a knowledge base of troubleshooting guidelines, which can be accessed by technicians to quickly resolve issues.

GEM and the customer are working to deploy the ticketing system and ensure it is aligned with the customer's requirements. This includes configuring the system to meet the customer's specific workflow, as well as training the customer's personnel on how to use the system.


The ticketing system will help the customer improve machine availability by providing a centralized repository for all machine-related issues. This will allow the customer to quickly identify and resolve issues that affect uptime, saving them money on maintenance costs.


Conclusions

GEMBO Precare has a set of powerful data acquisition, analytics, predictive and OEE tools for manufacturing equipment. GEMBO Precare compiles critical KPIs that can be used to easily trace back which machine or machine subsystem is responsible for a low KPI score. GEMBO Precare is also able to make predictions at equal or better than humanly possible for machine maintenance to be scheduled before a failure occurs. But most importantly, unlike other market solutions, GEMBO Precare is able to deploy its own sensors independently from any machine controller and fully connect any machine data island to the GEMBO Precare Cloud at a fraction of the cost of a new machine; hence, saving manufacturers from having to make large and risky CAPEX and OPEX investments for new machines.


Contact Us

Visit us at www.gembo.co or contact us via email at sales@gembo.co


By gal.garniek 15 Dec, 2023
SELF SERVICE DATA STUDIO CASE STUDY  This case study showcases GEMBO, a leader in SaaS Industrial IoT Platforms, enhancing a global manufacturer's operations by deploying its Precare Data Studio BI product across 70 machines. The solution, focused on self-service data management and analytics, resulted in significant manpower savings, improved self-service efficiency, and automated analytics distribution. Unique to GEMBO Precare is its ability to deploy independent sensors, connecting any machine to its cloud, thereby offering predictive maintenance and operational insights without substantial capital expenditure, distinguishing it from other market solutions.
By gal.garniek 27 Jul, 2023
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The Customer Semiconductor manufacturers are constantly under pressure to squeeze the most out of their capital and operational expenses, while at the same time facing tremendous pressure in a global market from their customers to deliver the highest quality within the shortest lead time. Whereas COOs are held responsible for CapEx, OpEx and overall performance across all manufacturing sites and business units, VPs at each business unit are responsible for CapEx, OpEx and overall performance of their own business unit, while factory floor directors are responsible for manufacturing operations at their plants to run as efficiently and productive as possible. In concrete terms this means minimizing unplanned machine downtime and maximizing machine throughput, while keeping manufacturing quality high; or in industry parlance, maximizing OEE (Overall Equipment Effectiveness). The Challenge Maximizing OEE in semiconductor manufacturing is a non-trivial task. The manufacturing workflow involves multiple stages; each handled by machines specialized for the particular operations involved in a stage. It is not uncommon to find machines from different OEMs handling the same or different tasks on the manufacturing floor, where some machines may be controlled by older generation Operating Systems (some with none), PLCs (Programmable Logic Controllers) that don’t have the ability to provide machine status, performance, quality and availability data in real-time to spot trends to predict when maintenance needs to be scheduled and optimize equipment effectiveness. This situation includes having no access at all to data for analysis and having access, but having to import the data in batch mode, missing crucial data. In addition, where the data is available, it is often in formats that differ from machine to machine, and more often than not, in formats incompatible with prevalent IIoT formats, such as JSON, XML, etc. To top it all off, a plethora of different communication protocols, ranging from SECS/GEMBO , SCADA and RS232/485 to various flavors of Industrial Ethernet compound the problem of access to data for analytics even further. As a consequence all stakeholders, from factory floor to corporate office, don’t have access to crucial data to help them make well-informed decisions towards OEE optimization in order to meet the end goal of growing bottom line revenue and market share. The Solution Industry 4.0 augments Industry 3.0 process control automation systems with big data and big data analytics. At one end of the Industry 4.0 spectrum this means real-time machine data access, while at the other end of the spectrum this means bridging the chasm between operational technology systems on the factory floor and information technology systems in the back-office. Industry 4.0 creates a digital twin or cyber physical system (CPS) of each machine on the factory floor. These digital twins allow all stakeholders to take advantage of the full Industry 4.0 spectrum of big data analytics opportunities. A 2018 PwC survey of the electronics manufacturing industry estimates that 45% of manufacturers are already deploying or are in process of deploying Industry 4.0 systems, while another 32% is planning to deploy Industry 4.0 systems within the next 5 years. The GEMBO PRECARE platform is able to offer semiconductor manufacturers a complete Industry 4.0 upgrade which is tailored to their specific needs, with all the benefits of big data analytics to optimize OEE, but without the cost of overhauling their existing machinery. The highlights of this solution are summarized below.
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