The AMB 2006 provides an overview of the systems that are in the market

"The service", as it has been called the German Association of manufacturers of machine tools (VDW), "has become an important component of the manufacture of machine tools". The proportion of the total volume of sales is meanwhile in 20 per cent, with upward trend. It is a considerable sum taking into account that in 2005 the German machine tool manufacturers sales grew 8 percent to stand at 10.3 billion.

A very controversial for years is the implementation of the Teleservice, the distance and maintenance of the network or the service via data line. Control devices and machine-tool manufacturers warn with reason on a fall in prices in the service. But how is this trend turnover by the provision of services, i.e. also for the service? According to the VDW, as well as the service itself, also belong to the provision of services advice, engineering, training, etc.

In fact, costs are reduced if you use a Teleservice. If a machine is stopped, the service technician can connect through a DSL line or a web browser and carry out an independent diagnosis or in conjunction with the user. If the reason for the stop of the machine can be repaired, the expenses are limited to the telephone. Sometimes, according to reveals an experienced service technician, the reasons for a stop tend to be mild, for example, a contact without close supervision. If on the other hand the technician can bring replacement part correct due to the differential online, saves the expense of having to scroll to the user simply to make the analysis of the failure. During the guarantee, this runs on behalf of the provider of the machine. Then it will cost money to the user. Savings in the event of an output instead of two: 50 per cent (not counting the costs of the stop of the machine).

"Teleservice" is also a key word which have addressed in the comprehensive study "Machine tool 2010". Nothing surprising: the relevance of the topic was rated as "high" by two-thirds of respondents; still more (75 percent) they believe that in view of the service at a distance German machine building is "well prepared". Only in regards the dimension, the study already was superseded by the leaders of the manufacture of machine tools already at the time of its publication. Sven Mülleneisen, director of products for the provision of services and head of "power tools" in the Gildemeister company: "the new machines are prepared largely in network service." "In this area we are moving easily between 60 and 70 percent". Some other manufacturer comes even to a figure of 90 per cent of new machines with possibility of Teleservice. The VDW, on a conservative forecast, says that thereafter a third part of the machine tool feed functions as the Teleservice and self-policing.

Users of the machines appreciate the benefit of the Teleservice as a trend, depending on markets and sectors. In general, says Sven Mülleneisen is reasonable: "the more complex are machines or installations, greater the proportion of the Teleservice." That is easily understandable. Because the stops of complex facilities are much more expensive than simple machines and therefore requires a quick help.

The strategy of hygiene of GE Fanuc presupposes that only the people authorised have access to the data of the machines (Image: GE Fanuc)

The different requirements of the users have led to that the manufacturers of controls offer multiple concepts to the service via data line. The subsidiary of Siemens ePS Network - electronic Production Services, has developed packages of services that complement each other, which until now have entered into action of predominant form in machine tools. eP-Acces to the remote access to machines, eP-Dynamic for optimised diagnosis and eP-Performance for the proactive maintenance of machines and installations.

In addition, network developers have been inspired in a fact: "Teleservice solutions competencies are often very divided both spatially and in regards organization." And in order to guarantee a service really quickly, all the data safely and securely should facilitate stakeholders. For that ePS has made a very reasonable concept: are obtained, analyzed and structured data from the control and is made available to interested parties the amount agreed on a central server. In this way, for example, the TECHNIC of the manufacturer of machinery obtains all the information necessary and also, with a corresponding code, from any computer with Internet access. In the network of the user of the machine, he is not connected to anything.

Communication with the server is protected with a 128-bit SSL encryption. The technical basis by the control is a hardware PC, such as for example the Sinumerik CNC 810D, 840Di or 840 d with PU50, as well as Internet access and a browser-based standard. However, ePS Network Services gives importance to the issue is seen as exclusively from the aspect of a diagnostic fast: "all current services are aimed at increasing the productivity and the availability of the machines."

Also the company GE Fanuc offers a multiple Teleservice. In the "Basis Operator Package" maintenance technician can take a look at the control and get an idea of the State of the machine. The server machine is given in the display of the control that the maintenance technician is online at this time. If the server machine and the maintenance technician to jointly investigate the reasons, is the "Dual Screen Display". Both then have the program on-screen and can discuss the problem by phone. Also at the hands of the world leaders in the market of the CNC, there is a third and broad tool (Ladder Editing Package) that can connect online directly with the maintenance technician. Technically this is no problem, since the CNC machine can connect to the Teleservice via an ADSL Router. However, the GE Fanuc controls security strategy assumes that only authorised persons have access to the data of the machines, especially when the user sets contact. GE Fanuc emphasizes that it is not possible to be given a non-authorized access on the configuration of the modern solutions for Teleservices.

Two of three new machines of Gildemeister are directed to the service in network (Image: Gildemeister)

In the factories of Erwin Junke machines are used both manufacturers, Siemens and GE Fanuc controls. Nordrach machine manufacturer also offers a phased service tailored to the demands of customers. "In this way the Teleservice is growing", says the director of services Karl Hocher. However, the acceptance varies greatly according to their experience. "In this process we are heavily integrated with some customers, others handle Internet access very restricted by considerations of principle and they organize their maintenance in a conventional manner". According to the director of services, that is why the cost of adaptation is so small, because Junker employs only the controls Siemens or Fanuc GE as a basis, but as a complement to incorporates a proprietary software that helps the process of Teleservice. For users this constellation is presumably rather secondary, in that it has full functionality in an interface.

The experts identified as problematic concept sensor/actor and their integration in the various controls, and therefore the evaluation of a Remote Diagnostics. In the end, it's a question of costs. In most cases, the conclusions can be drawn only indirectly. It will be interesting for users to see possible new developments in the WBA.

Security is for the users in the foreground. Manufacturers of machines and controls are calibrated for this purpose. The Trumpf company along with a software company has developed a solution for maintaining distance that the federal Office for security in information technology has been certified as the first of its kind. The new "Trumpf telePresence Portal", so called, fulfills many of the demands of the customers in the intervention in production networks. Analyzed remote maintenance for one year as a pilot in terms of use. It is possible to choose between different modes of connection graduates according to the requirements of a company. This satisfies the different wishes of customers. Only authorized personnel have access; each access is also at the time system.

The concept is designed in such a way that can be used universally for the remote machines and facilities maintenance. Rainer Thieringer, project director and director of Trumpf Laser software development, is convinced that investment in security has wide acceptance among customers. "The objections of security against remote maintenance solutions can be removed quickly".

Even though the Teleservice always sounds a bit to emergency solution: the possibilities of checks go at this point beyond aid in case of emergency. The Teleservices also provide software updates, since machine tools are usually a time of half life in excess of the CNC software. Depending on the network card, you can transfer new tools or programs of spare parts with a 100 Mbps data transfer rate, and update the software to the newest version. The question would be in that measured willing users to pay for the quick help online after the stage covered by the warranty. Interested parties also may discuss that at AMB 2006.