Maintenance Expert System For Decision-Making in Services Providers

EXPERT SYSTEM
TEMA
FOR4.DECISION-MAKING
ATENCIÓN Y MANTENIMIENTO
IN SERVICESDE
PROVIDERS
CLIENTES
MAINTENANCE EXPERT SYSTEM

FOR DECISION-MAKING IN
SERVICES PROVIDERS
Juan Fco. Gómez Fernández

University of Seville
12/08/21 DOCTORATE, INDUSTRIAL ORGANIZATION 1

EXPERT SYSTEM
TEMA
IN SERVICESDE
PROVIDERS
CLIENTES
INDEX
1. MAINTENANCE IN SERVICES
PROVIDERS
2. ADVANTAGES OF SYSTEMS, QUALITY
TOOLS AND DECISION THEORY
3. REFERENCE MODEL AND PROCESSES
MAPS
4. MODEL AS A SUPPORT AND EXPERT
SYSTEM
5. PRACTICAL CASE
6. CONCLUSIONS
EXPERT SYSTEM
TEMA
IN SERVICESDE
PROVIDERS
CLIENTES
1. MAINTENANCE MANAGEMENT
G/F
Primary
Connections
NP A NP B
Secundary
Connections
NS AA NS AB NS BA NS BB
Tertiary
Connections
NF AAA NF AAB NF ABA NF ABB NF BAA NF BAB NF BBA NF BBB
Customer
Link
C/C C/C C/C C/C C/C C/C C/C C/C C/C C/C C/C C/C C/C C/C C/C C/C
AAA1 AAA2 AAB1 AAB2 ABA1 ABA2 ABB1 ABB2 BAA1 BAA2 BAB1 BAB2 BBA1 BBA2 BBB1 BBB2

EXPERT SYSTEM
TEMA
IN SERVICESDE
PROVIDERS
CLIENTES
1. MAINTENANCE MANAGEMENT
I. Geographical distribution in non-optimal

environmental conditions
II. High number and different types of elements
III. Elements interrelated among themselves
IV. Large number and different types of customers
V. Hierarchical structure in networks of elements with
added levels of customer service
VI. Infrastructure suffers configuration and
operational changes
VII. Very demanding of human resources and spare
parts for operations
EXPERT SYSTEM
TEMA
IN SERVICESDE
PROVIDERS
CLIENTES
2. ADVANTAGES OF USING SYSTEMS AND TOOLS
Source Gartner Inc.

EXPERT SYSTEM
TEMA
IN SERVICESDE
PROVIDERS
CLIENTES
2. ADVANTAGES OF USING SYSTEMS AND TOOLS
Decision-making in maintenance is
characterized by: Best Solution
Clave
● Conditions of Uncertainty Multicriteria Decision
● Conflicts Making
Criteria
● Emotional Criteria Satisfaction
Level
● Interactive
● Motivational factors Mayor number of Solutions,
Minor Fulfilment
Modeling techniques based on historical data, skills

and experience, correlating quantitative and
qualitative variables
EXPERT SYSTEM
TEMA
IN SERVICESDE
PROVIDERS
CLIENTES
3. REFERENCE MODEL
“Guarantee the service”

1º MISSION AND
OBJECTIVES
2º DEPARTMENT
● Time and Cost
STRATEGY
reduction
5º MANAGEMENT
OF CHANGE
● High Production,
3º PROCESSES
AND ACTIVITIES Quality
4º CONTROL
● Data, Environmental
SYSTEM
and Human
Security
EXPERT SYSTEM
TEMA
IN SERVICESDE
PROVIDERS
CLIENTES
3. REFERENCE MODEL
Business Plan
Requested
1º MISSION AND Services
OBJECTIVES Guaranteed
GUARANTEE Services
Escalated SERVICES
Incident
2º DEPARTMENT
STRATEGY
Resources
5º MANAGEMENT Internal and External
OF CHANGE Technical and Human
3º PROCESSES
AND ACTIVITIES
4º CONTROL
SYSTEM

EXPERT SYSTEM
TEMA
IN SERVICESDE
PROVIDERS
CLIENTES
3. REFERENCE MODEL
“5 types of
1º MISSION AND
maintenance”
OBJECTIVES
● Corrective
2º DEPARTMENT
STRATEGY
● Preventive
5º MANAGEMENT ● Predictive
OF CHANGE
3º PROCESSES And the most recent:
AND ACTIVITIES
● Proactive
4º CONTROL
SYSTEM ● Perfective
[IEEE1219-93]
[UNE66174-03]
EXPERT SYSTEM
TEMA
IN SERVICESDE
PROVIDERS
CLIENTES
3. REFERENCE MODEL
Business Plan
Restrictions
Objectives Manage Actions Plan
Strategy
Transferred Incident
Monitoring Service Guaranteed

Transferred Client
Incident
Required Maintained Network
Services Manage
Incidents Transferred
Problem
Required Analyze Perfective

( ) Maintenance ( )
Activity Proposals
Approved
Predictions Activity
and studies
Prevent
Incidents
( )
Manage Managed
Capacity Capacity

EXPERT SYSTEM
TEMA
IN SERVICESDE
PROVIDERS
CLIENTES
3. REFERENCE MODEL
Cost
1º MISSION AND
OBJECTIVES
es
on
•R
ess
ti
2º DEPARTMENT
uc
ed
ro c
ed
uc
STRATEGY
sR
cti
dP
on
rce
5º MANAGEMENT
an
Re
Co
ou
OF CHANGE
on
s
s
so
Re
to
ur
ati
fR
ry
3º PROCESSES
ces
sa
niz
eso
AND ACTIVITIES ce
s
ur
ga
Ne
Strategy
ce
Or
s
4º CONTROL
SYSTEM Systems
Features •Increase Service Quality Time

EXPERT SYSTEM
TEMA
IN SERVICESDE
PROVIDERS
CLIENTES
4. SUPPORT EXPERT SYSTEM
Balanced Expert
Scorecard System
• Economic System
• Human R. System
Monitoring Tasks • Logistical System
Interconection •CRM
• Documentary
Inventary between Management System
systems • Knowledge
Management System
MAINTENANCE OTHER SYSTEMS

EXPERT SYSTEM
TEMA
IN SERVICESDE
PROVIDERS
CLIENTES
SYSTEMS PROCESS LEVEL
SUPPORT SYSTEM FOR ANALYCE

III
DECISION MAKING MAINTENANCE
BALANCE MANAGE II
SCORECARD STRATEGY
MANAGE AND
TASKS PREVENT
INCIDENTS
MONITORING MONITORICE I
AND MANAGE
INVENTORY CAPACITY

EXPERT SYSTEM
TEMA
IN SERVICESDE
PROVIDERS
CLIENTES
START
STEP 1
Level I System
Evaluation
Current State
Moni-
toring STEP 3
Inventory
Evaluation
Tasks Tasks Define
Problem and
Requirement
Quantitative
Technical
Analysis Define
Criteria
Maintenance Alternatives
and Criteria
Balance
Scorecard.
Company Qualitative
Strategy Analysis
Maintenance
Expe- Execute
rience Decision
Making
Level II System
NO
Sensibility
and Simulation
STEP 2
OK?
SI
Iterim
Maintenance Level III System
Strategy
NO
OK?
SI
Definitive
Maintenance
Strategy
EXECUTE
STRATEGY

EXPERT SYSTEM
TEMA
IN SERVICESDE
PROVIDERS
CLIENTES
6. REAL CASE
Preventive
Maintenance
Number of Failure
Installation Date Installation Cost
Clients Frequency
Main Centre Main Centre Main Centre Main Centre
Primary Primary Primary Primary

Connections Connections Connections Connections
Secondary Secondary Secondary Secondary
Tertiary Tertiary Tertiary Tertiary
Distribution Distribution Distribution Distribution
Network Network Network Network
Customer Customer Customer Customer
Link Link Link Link
P = 0.18 I.Date + 0.06 I.Cost + 0.31 N.Clients + 0.45 F.Freq

EXPERT SYSTEM
TEMA
IN SERVICESDE
PROVIDERS
CLIENTES
5. CONCLUSIONS
Aligned with company strategy and processes

Improve organization, simplify the decision
Add Quantitative analysis, Knowledge and
Quality criteria
“Continous Improvement”
Facilitate the consensus
Increase reliability with experience, and verify reliability

with evidence, in accordance to department strategy
EXPERT SYSTEM
TEMA
IN SERVICESDE
PROVIDERS
CLIENTES
THANK YOU VERY

MUCH FOR YOUR
ATTENTION

Maintenance Expert System For Decision-Making in Services Providers

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EXPERT SYSTEM

MAINTENANCE EXPERT SYSTEM

Juan Fco. Gómez Fernández

12/08/21 DOCTORATE, INDUSTRIAL ORGANIZATION 1

NF AAA NF AAB NF ABA NF ABB NF BAA NF BAB NF BBA NF BBB

12/08/21 DOCTORATE, INDUSTRIAL ORGANIZATION 3

I. Geographical distribution in non-optimal

Source Gartner Inc.

12/08/21 DOCTORATE, INDUSTRIAL ORGANIZATION 5

Modeling techniques based on historical data, skills

“Guarantee the service”

12/08/21 DOCTORATE, INDUSTRIAL ORGANIZATION 8

Monitoring Service Guaranteed

Required Analyze Perfective

12/08/21 DOCTORATE, INDUSTRIAL ORGANIZATION 10

12/08/21 DOCTORATE, INDUSTRIAL ORGANIZATION 11

MAINTENANCE OTHER SYSTEMS

12/08/21 DOCTORATE, INDUSTRIAL ORGANIZATION 12

SYSTEMS PROCESS LEVEL

SUPPORT SYSTEM FOR ANALYCE

12/08/21 DOCTORATE, INDUSTRIAL ORGANIZATION 13

12/08/21 DOCTORATE, INDUSTRIAL ORGANIZATION 14

Main Centre Main Centre Main Centre Main Centre

Primary Primary Primary Primary

P = 0.18 I.Date + 0.06 I.Cost + 0.31 N.Clients + 0.45 F.Freq

Aligned with company strategy and processes

Increase reliability with experience, and verify reliability

THANK YOU VERY

12/08/21 DOCTORATE, INDUSTRIAL ORGANIZATION 17

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