WEMOCARE

To ensure the required operational performance throughout the entire lifecycle, WEMOCARE delivers all kinds of life-cycle services to support over 100 customers worldwide.

WEMOCARE Team


Elsa Buijssen

Care Manager

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073 640 7650
EBuijssen@wemo.nl


Jan Heijmans

Account Manager

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073 640 7621
JHeijmans@wemo.nl


Harrie Koks

Field Service Specialist

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073 640 7666
HKoks@wemo.nl


Wouter Dortmans

Inside Sales Representative

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073 640 7661
wdortmans@wemo.nl


Adrie Bodar

Inspections and Revisions

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073 640 7622
ABodar@wemo.nl


Cora van der Aa

Sales Employee Service

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073 640 7611
cvdaa@wemo.nl

WEMOCARE PORTFOLIO

History shows that WEMO systems are capable of meeting customer business needs for decades when maintained correctly. This goes further than basic preventive and corrective maintenance, it also involves upgrades in order to remain maintainable, adjusting to future needs and meeting safety and environmental regulations. WEMO configures dedicated, tailor-made service solutions in close cooperation with customers, to ensure that the delivered services meet the required service levels exactly. The maintenance solution can differ in scope, on the basis of the local skills and capabilities and the future requirements of our customers.

wemo wemocare services

The process to define the right O&M solution starts long before the system is ready for operation. In fact, it is part of the business case on how the investment should be returned. Once the operational requirements are clear, an Operations and Maintenance solution concept can be defined. Once the requirements and the solution are clear, the scope can be organised by dividing the different tasks between the internal service organisation and or/other service providers. WEMO can support system owners in defining the concept by sharing experiences and best practices gathered over the years with our customers in different markets, organisations and geographical areas. Based on that experience, WEMO has built a portfolio containing all possible services to meet the defined O&M requirements.

Basic Services

The diagram below shows the basic services are shown in one overview. This portfolio contains different services inat different levels to support our customers during the entire system lifecycle.

 

wemo wemocare services

Preventive maintenance

To ensure optimal performance of the system, preventive maintenance should be executed on a regular basis. This includes electro/mechanical, controls and technical cleaning of the system.

The frequency of periodic maintenance is dependent on the operational hours and ranges from yearly, based on an operation of 8 hours a day and 5 days a week, to quarterly in the case of 24/7 operation.

  1. Daily inspections (e.g. pre-production checks) – Customer
  2. Periodic maintenance   / technical cleaning – WEMO / Customer
  3. Yearly inspections – WEMO

Based on the usage of the system, and the presence and capabilities of a customer’s maintenance crew, WEMO will propose a maintenance strategy before handover of the system and the tasks to be executed can be discussed and divided between the customer and WEMO.

Hotline Support

Production is the highest priority for all our customers and WEMO understands exactly what that means. WEMO therefore provides 24/7 helpdesk support with prepared and experienced engineers on standby in case incidents occur.

WEMO systems are controlled by highly advanced software, this software can be accessed remotely by WEMO specialists over a secured VPN connection. WEMO can log in to perform a quick diagnosis and repair your system, avoiding long delays involved with providing telephone support or the need for an engineer to travel and provide on-site support.

1st line Service Desk (24×7)

  • 1st and main contact point for customers
  • Call intake and registration
  • Coordinate and manage all incoming incidents, problems, service requests and changes
  • Provide 1st line support, escalate if needed

2nd line service organisation (24×7)

  • WEMO specialist
  • System partners specialist
  • Provide 2nd line support, escalate if needed

3rd line service organisation (8×5 + best effort)

  • Expert engineering (programmers)
  • Development
  • Provide 3rd line support

The first priority of our helpdesk engineers is to get you operational again. When the root cause of the standstill cannot be found or solved easily, the operation will be resumed by implementing workarounds or other first aid actions. The second priority is to find and solve the root cause.

Based on the specific wishes, the right service level in terms of availability, response times and calls can be chosen and WEMO can organise the support needed.

Before handover, Service will get in contact to explain the different options and related service levels.

Warranty Extension

WEMO’s standard warranty is limited to ‘no defects in material and workmanship’. Which means that broken parts can be returned to WEMO and, following an inspection, a repaired or new part will be sent to the customer. The warranty can be extended in scope and/or in time according to the table below.

Spare Parts

Before the installation goes live, a spares package should be in place. WEMO provides a spare parts list which enables customers to choose the right package based on the combination of:

  1. Risk of part breakdown (e.g. location and vulnerability in the machine).
  2. Impact of part breakdown (e.g. capacity and quality reduction).
  3. Effort to resolve the breakdown (e.g. lead time of replacement delivery).

With this information, a decision can be made for the best combination based on budget and production impact. The location and the ownership of the spares can also be discussed. If there are multiple customers in a certain area with the need for the same spare parts, the costs for spares can be shared by organising a shared spares location, WEMO also offers consignment constructions and support in organising the stock to enable efficient spare parts management.

Spares replenishment can be guaranteed for the first 5 years. Because our installations far exceed these 5 operational years in almost all cases, WEMO will always offer support in finding retrofit solutions. In addition, our spares department has a large inventory of old parts (new and used) to support the older machines.

Education

Basic training on operation and execution of the basic maintenance activities will be provided for the operators and maintenance crew of each project. This ensures that the system can be operated, and basic maintenance activities can be executed safely.

Advanced maintenance training can be offered to experienced technicians, who can be trained so that they are capable of finding and solving failures in the machine. This training could cover the following topics and will be tailored to the specific customer needs:

  • Preventive Maintenance: How to keep the system in perfect shape.
  • Fundamental Maintenance: How does the system work?
  • Control Principles: How is the system controlled (WPC/WCS/PLC)?
  • Fault Finding: Root cause analyses, what is the cause of an error?
Additional Services

In addition to the basic services as mentioned above, WEMO focuses on developing its services by continuously investing and gathering knowledge and experience from all our customers and turning this into services which could support our customers in areas which are not always directly related to machine technologies. WEMO therefore offers the following additional services portfolio:

Financial Consultancy Services

WEMO continuously collects data from the installed base machines and gathers information from customers, in order to be predictable when it comes to Life Cycle Costs. These experiences could help with questions regarding investment (total cost of ownership – TCO or Return on Investment – ROI), budgeting (Life Cycle Plans – LCP) and financial risks (warranty, loss of production, redundancy etc). As an OEM, WEMO is prepared to take over the financial risks of corrective maintenance in terms of the costs of parts and labour by offering several extended warranty solutions.

Changes and Improvements

We understand that business, technology and costs change over time and we are proud to see that the average lifetime of our machines is currently over 15 years. We therefore understand the need for changing, updating and improving. WEMO has developed the following services to answer these business needs:

Performance measurements

  • Tooling to measure the performance of the system and the process around it.

Process Engineering

  • Consultancy by experienced engineers to improve your system and process performance.

System upgrades

  • Modifications to change your system in line with new product/process requirements.
  • Retrofits to adjust the system to new safety/environmental/ergonomic regulations .
  • Revisions to bring the system back to its original performance.

If required, these services could lead to a new warranty, new CE marking, etc.

Checks and Inspections

Because the age of systems and the safety regulations change over time, WEMO has developed safety checks to investigate if the system is still meeting the current regulations regarding safety and ergonomics. A plan can be drawn up together with the customer on how to keep up with these changing regulations.

To ensure the highest operational performance, the competence of your operators and maintenance crew is essential. In practice, we see that keeping knowledge up to date is difficult because the systems are very reliable and people lose detailed technical knowledge because they don’t need to use it. Another common reason is that knowledge is lost through people leaving positions or the company. It is also very important for the WEMO Helpdesk to have people on the phone who can clearly describe the problem and the actions already taken to solve it.

WEMO therefore provides a competence check to measure the knowledge and experience of your operators and maintenance employees, to make this manageable.

WEMO is an environmentally conscious company, we try to reduce our carbon footprint internally by implementing all kind of improvements. We also try to motivate and support our customers in doing so. WEMO has therefore developed an energy check to investigate the possibilities for reducing your energy consumption. This could lead to financial benefits, but more importantly it allows us to work together to leave behind a healthy environment for our children.

Industry 4.0, Software, Tooling

Mostly it’s difficult to define how well the system is performing. Our OEE software delivers fact-based performance data with different possibilities to drill down in problem areas and root causes. The software is standardised, the real time information can be presented in management, technical and operational reports.

Nowadays, there are more and more possibilities for gathering component information regarding status and performance. WEMO has designed tooling for this, to create information from all the data delivered by the components used. Torques, speeds, cycle times, vibrations, temperatures can be measured and saved in a database, when certain thresholds are reached, alarms will pop up for the operators and/or maintenance personnel.

When machines and machine parks get bigger and more complex, we often see customers struggling with maintenance and management of spare parts. WEMO has developed a software solution for this which can be connected to performance management tooling and can be installed on all different types of systems (of all ages and from all suppliers). This software gives the exact information on which maintenance activities, maintenance schedules and spares inventories etc. are based.

Life Cycle Extension, Recycling

In our opinion, the lifetime of a WEMO system is everlasting. In our experience, the decision to tear down a system is always made because of changing business needs and never because the quality has reduced so far that upgrading is financially unprofitable.

In the event that the decision is taken that the system should be removed, WEMO is always open to providing support in this by safely removing the system and disposing of the components in an environmentally responsible manner. In many cases, we manage to find new owners who will give your old system a new life after some changes, upgrades and revisions. This also works for spares that are no longer needed.

WEMO will be very happy to provide you with further information about all the possibilities mentioned above.

Elsa Buijssen

Elsa Buijssen

CARE Manager

Do not hesitate and contact us.









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