Supply Chain and IoT: The Service Relationship Management Use Case

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Regular readers of our blog know that the growing impact of Industrial IoT and Analytics in Supply Chain Management is of particular interest to us. One of the areas of supply chain management where IoT and Analytics is a bit under-reported in our view is Service Relationship Management (SRM).

We think this topic was covered very well recently by Michael Riemer, VP of products and channel marketing at Decisiv, in the IoT Journal article: “How Service Relationship Management and the IIoT Are Keeping Transportation on the Right Road

Specifically Michael writes about a new commercial asset management paradigm and does so with the example of transportation. Unscheduled downtime and long repair cycles are a major cost and also cause negative ripple effects throughout supply chains.

In this excerpt he makes the case for integration of broader contextual information as the foundation for more effective SRM:

“To effectively manage the repair and maintenance process requires contextual access to asset diagnostics (including severity, likely cause and repair plans), along with service history, warranty coverage, maintenance status, build details, pending operations and service campaigns, and other information, which is typically scattered across multiple online and paper-based systems. To make matters worse, communications, updates and approvals are also challenged by manual-, phone- and paper-intensive processes. This all results in extended asset downtime, mountains of paperwork and a lack of transparency into the service supply chain.”

He then points out that bringing all this data together in real-time at the point of service is the “glue that brings it all together.”

Michael builds the case for SRM by describing the benefits of an actionable closed loop process. The data integration in real-time creates a single portal where all the critical parties and applications can participate in this new service model:

  • Transportation Fleet Managers
  • Original Equipment Managers (OEMs)
  • Service Suppliers – internal and third party
  • Application managers – including telematics, diagnostic tools, & maintenance applications
  • Asset information providers

Automation of the notification and service case process via business rules completes the picture and ensures that technicians can act directly and quickly to “significantly reduce triage time and overall downtime.”

Our team at Vitria really enjoyed Michael’s article and the case for unified SRM via intelligent integration of all data from IoT devices and traditional enterprise applications. In our IoT Analytics Maturity Model we outline how organizations can move from basic IoT connectivity to proactive management via the use of analytics and automated actions. Michael does a very nice job of describing how this maturity model applies to the SMR use cases and how organizations can generate substantial value via early problem detection and continuous improvement. We are looking forward to seeing more industry observers, customers, and enterprises move forward in a similar fashion in other high value IoT use cases and applications.


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