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Services in Automation Quality Through Competence – Customized Services Automation An Initiative of the ZVEI Automation Division
Services in Automation
Quality Through Competence –
Customized Services
Automation
An Initiative of the
ZVEI Automation Division
Automation is becoming an increasingly important factor in ensuring higher productivity.
The continuing development of products, systems and solutions demands expert consulting
and services throughout the entire life cycle.
Users of automation solutions are focusing increasingly on their core competencies. There-
fore, they expect competent service from suppliers of products, systems and solutions. For
example, support is expected right from the design phase, during the entire service life
including updating and modernization. To meet these customer demands member companies
of the ZVEI are extending their services offering.
To achieve greater transparency member companies of the ZVEI have restructured and rede-
fined their services. They are modular in form so that they can be offered and selected in
whatever combination is required.
Member companies of the ZVEI will offer their services in the framework of the new structure
and definitions. A total of seven Service Classes (0 to 6) have been defined. We have iden-
tified these classes graphically for easy recognition.
The supplier selects the services (modules) fitting to the components and automation solu-
tions offered and includes these in the offer. Each module is assigned its appropriate class
identification for instant recognition.
The supplier configures the service offer to match exactly the components and automation
solutions offered. Therefore member companies of the ZVEI will not always offer all the
classes and all the individual services (modules) of each class. The service classes are inde-
pendent of each other. An offer of Class 3 services, for example, does not necessarily include
Class 2 services.
ZVEI member companies support the new structure of the services. When employing the
structure the companies will refer to these service classes in their offers and apply the rules
specified. In this way the ZVEI member companies wish to support their customers in
increasing the cost-effectiveness and availability of their plant.
: Our Service Competence
: High Transparency
: Customized Services
An Initiative of the
ZVEI Automation Division*
* registered trademark
: Principle Structure
Class 0 Product-Related Basic Services
Class 1 Product-Related Standard Services
Class 2 Product-Related Customized Services
Class 3 Application-Specific Services
Class 4 System-Related Services
Class 5 Plant-Related Services
Class 6 Extended Plant-Related Services
0: C L A S S 0
PRODUCT-RELATED BASIC SERVICES
CLASS 0 MODULES
Basic documentation
Support and catalog information by telephone
Warranty in compliance with general terms and conditions
YOUR SUPPLIER IS OBLIGED TO ...
Supply the product documentation
Repair products or supply replacements within the terms of warranty
MOREOVER:
YOUR SUPPLIER UNDERTAKES TO ...
Provide technical competence for the product
Comply with the terms of the offer for its duration
The undertakings charter applies to the services offered
Services directly related to a product, which are required to comply with
statutory requirements and/or which are generally understood as being
taken for granted.
An Initiative of the
ZVEI Automation Division
: C L A S S 1
1Prepared, standardized services directly related to a product.
PRODUCT-RELATED STANDARD SERVICES
CLASS 1 MODULES
Technical documentation
Information via the Internet
Telephone assistance
Software licenses and upgrade options
Training
Assembly and commissioning services
Technical product support at manufacturer’s or on site
Repairs and/or supply of spare parts after expiry of warranty
Extension of warranty
YOUR SUPPLIER UNDERTAKES TO ...
Provide up-to-date documentation
Provide qualified online support
Provide training for the products offered
Provide reports after technical support on site
Furnish a warranty for replaced or repaired parts
Provide software licenses with update and extension options
The undertakings charter applies to the services offered
An Initiative of the
ZVEI Automation Division
YOUR SUPPLIER UNDERTAKES TO ...
Provide a detailed offer defining each specific service
Provide a delivery statement for products (delivery times, transport type and route)
Provide qualified service personnel with the competence required
Provide reports after technical support on site
Provide reports after assessments (audits)
The undertakings charter applies to the services offered
2: C L A S S 2
PRODUCT-RELATED CUSTOMIZED SERVICES
CLASS 2 MODULES
Information on the availability of products and spare parts and the delivery times
Product-related approvals and certificates
Technical support via telediagnostics and teleservice
Fault analysis
Qualified support outside business hours
Consulting and assessment
Commissioning support
On-site service
Custom training customized
Product adaptation without changing the standard functionality
Factory acceptance testing
Services for adapting a standard product to the customer’s environment
(the customer is responsible for the proper functioning of that environ-
ment) or customer-specific services adapted to the customer’s environ-
ment with direct assignment to a product.An Initiative of the
ZVEI Automation Division
3: C L A S S 3
APPLICATION-SPECIFIC SERVICES
Services for adapting the product to a specific application. The supplier
assumes responsibility for the proper functioning of the application with-
in the scope of the delivery package.
An Initiative of the
ZVEI Automation Division
CLASS 3 MODULES
Application or feasibility study
Examination of the complete installation situation
Support in the choice of products (hardware and software)
to meet application specifications
Check for compatibility with third-party products
Application-specific adaptations
Modification of the hardware and software
Verification of data exchange
YOUR SUPPLIER UNDERTAKES TO ...
Provide support in implementing the application to achieve the
expected performance data
Provide proof of technical performance of the application at the time
of acceptance
Provide an acceptance report for the customer
The undertakings charter applies to the services offered
4: C L A S S 4
SYSTEM-RELATED SERVICES
CLASS 4 MODULES
Configuration based on customer-specific requirements
Functional system modifications
Delivery of the system
Installation/assembly of the system
Commissioning of the system
System-specific training
Acceptance testing
Support during startup phase
Maintenance
YOUR SUPPLIER UNDERTAKES TO ...
Draft a project plan
Realize the system in compliance with the specification agreed in writing
Provide support in implementing the application to achieve the expected
performance data
Provide system integration support
The undertakings charter applies to the services offered
Services supplied for configuring, implementing or maintaining an
automation system.
An Initiative of the
ZVEI Automation Division
5: C L A S S 5
PLANT-RELATED SERVICES
Services supplied for incorporating an automation system into the process
environment and/or the production information system of the customer.
An Initiative of the
ZVEI Automation Division
CLASS 5 MODULES
Participation in feasibility studies and budgeting (recommendations regarding
optimized utilization of resources and improvement of the production process
for the customer)
Drafting of specifications
Checking for feasibility and performance parameters
Coordination and supervision of products and systems from different manufacturers
Adaptation to different process-related facilities
(mechanical, pneumatic, hydraulic etc.)
Implementation of the user software (information systems and system administration)
Process-oriented training
Maintenance of production facilities
YOUR SUPPLIER UNDERTAKES TO ...
Possess adequate know-how in this customer-specific sector
(suitable software solutions, standards, security concepts)
Ensure the quality of the solution proposed
Implement acceptance testing after a successful trial run
The undertakings charter applies to the services offered
6: C L A S S 6
Stand: 26.07.2004
EXTENDED PLANT-RELATED SERVICES
CLASS 6 MODULES
Proposal for process optimization
Financial planning
Engineering and supervision of multidisciplinary customer projects
- process expertise
- demand assessment: brief and detailed pre-studies
- study on process -related security, availability and reliability
Management of a multidisciplinary company group in relation to the process
Management of maintenance and/or operation including resources planning
(human resources, materials, auxiliary systems)
Maintenance engineering for the plant
YOUR SUPPLIER UNDERTAKES TO ...
possess in-depth, up-to-date know-how in the customer-specific sector
establish mixed teams of experts specialized in different areas
specify the process including the operating functions and conditions
provide documentation for operating the plant
achieve a defined level of productivity
The undertakings charter applies to the services offered
This type of service requires competence in the customer’s sector, which applies equally to
system integrators as well as to engineering consultants and service companies.
Services supplied for achieving or improving the process performance of
a customer’s plant.
An Initiative of the
ZVEI Automation Division
I M P R I N T
Services in Automation
Published by:
Fachverband Automation im
ZVEI - Zentralverband Elektrotechnik-
und Elektronikindustrie e.V.
Stresemannallee 19
D-60596 Frankfurt am Main
Editor: Werner Blaß
Phone: +49 69 6302-377
Fax: +49 69 6302-279
Mail: [email protected]
www.zvei.org/automation
Design:
NEED COMMUNICATION GmbH
www.needcom.de
Printed by:
Berthold Druck und Direktwerbung GmbH
www.berthold-gmbh.de
February 2005
Copyright:
The contents of this document may not be reproduced, stored in a
retrieval system, or transmitted in any form or by any means, elec-
tronic, mechanical, photocopying, recording or otherwise, without
the prior permission of the ZVEI.
ZVEI - Zentralverband Elektrotechnik-
und Elektronikindustrie e.V.
Fachverband Automation
Stresemannallee 19
D-60596 Frankfurt am Main
www.zvei.org
Automation
THE FOLLOWING ZVEI MEMBER COMPANIES
Offer customer-specific services
Apply the class structure for easy identification of services in offers
Ensure the competencies required by the services
Define with the customer the desired results and performance specifications
Fulfill the undertakings charter assigned to the individual services
: All classes
The up-to-date list of ZVEI member companies participating
in this initiative is available in the Internet at
www.zvei.org/automation.
