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| Case Study |
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Fortune 500 manufacturer improves capability to resolve MES support calls |
By providing the ability to support large number of MES support calls with high levels of accuracy, Patni
helped a large Fortune 500 manufacturer improve its operational efficiency.
The Client
The client is a large Fortune 500 company having multiple manufacturing plants located across the globe including North America, Latin America, Europe, Middle East and Asia.
The Challenge
The client had manufacturing plants spread over multiple locations with
each plant having its own MES. Due to the distributed and large number of
plants, the existing MES support team was stretched for resolving MES related
queries. This presented significant challenges to the client. Some of these
challenges included:
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Inability to provide support to new rollouts |
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Inability to effectively address huge number of MES related queries. |
As the MES was critical in providing visibility of shop-floor data, the
immediate objective for the client was to effectively handle, improve and
resolve MES queries across all its global locations.
The Solution
To focus its time and resources on running its core business, the client decided to outsource
the activity of providing MES support services to Patni. To ensure seamless transfer of work
between the client and Patni, the support was shifted in a phased approach. Initially, an
offshore service management facility was setup which was followed by knowledge transfer
of MES support activities.
Subsequently, Patni developed a methodology for resolving tickets which involved
classifying, analyzing, referring to historical data to find root causes and documenting for
future use. Impressed by Patni's exceptional handling of these Level 1 support calls, the
client decided to extend the support to Level 2. Support at this level involved software
changes, providing process intelligence, analyzing process data in reports and customizing
the reports.
The support provided by Patni included:
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Remote monitoring of critical system factors |
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Tracking metrics related to performance of application processes and databases |
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Rebuilding database indices |
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Version tracking for key hardware and software |
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Ensuring server security and password administration across 31 global sites covering 5
business units. |
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Ensuring server security and password administration across 31 global sites covering 5
business units. |
The Technology
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MES: Proficy |
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Database: SQL Server 2000 |
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Historian: iHistorian. |
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The Benefits
Aided by Patni's 24/7 offshore support, the client was able to
effectively handle its MES related queries. The importance of
Patni's role can be seen from the fact that currently Patni provides
global hub support for MES.
Other significant benefits include:
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Quick identification and resolution of root causes of
commonly occurring problems |
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Significant reduction in number of tickets logged |
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Ability to handle increased number of MES queries without
subsequent addition in team size |
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Faster implementation of additional/new lines due to the
outsourcing of support. |
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