The ongoing globalization in the cement market requires from the cement producer more competitive prices for the product cement. One considerable price component of the product cement is the maintenance cost for the equipment and the down time ofthe production in case of a failure. But also on the mechanical and electrical supplier side the globalization is ongoing. The goal of the suppliers is no longe restricted to meeting customers expectation in delivering good quality products but more andmore in fulfilling the cement producers essential target to keep their production downtime as low as possible. The reaction time of the equipment supplier, whenever help is needed by the customer, is expected to be as fast as possible and even immediatehelp is expected.Taking this important aspect into consideration, the equipment suppliers have reacted immediately. However reaction is and was only possible with the development of modern and fast communication technology. Only this modern communication technology formsthe basis for the customer's problem solving process requirement.The modern communication technology asks for new structures in the cooperation relationship between the Customer and the Suppliers, Local or regional technology support centers. A responsibility sharing between service activities on the lower end and thehigher end of technical complexity and expertise is envisaged. Local representatives are mainly responsible for the lower end of the service meanwhile the main service centers is responsible for the higher end of the technical complexity. The main service center possesses the so important critical mass of know-how and technological expertise. The remote diagnostic engineers, who have this kind of technological expertise and make use of today's available information technology, will provide the technicalsupport for the customers.The Remote Diagnostic Engineer for variable speed drives is usually situated a long distance from the drive itself. Nowadays if a problem arises in the drive system the client can request remote technical assistance. Consequently, the engineer does notneed to travel a long way to site as this entails a great deal of time and expense. Analyzing the drive performance and making appropriate parameter changes or recommendations on a remote basis can solve the problem. This can be done without an engineerbeing on site by utilizing the communication port of the drive and the telephone network. This paper describes the requirements for such a system, as well as an application case study describing the effectiveness of the system.
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