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References
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Carl Zeiss Industrielle Messtechnik GmbH, Oberkochen (Germany)
Manufacturer of Industrial Measuring Devices
Keywords
Direct generation of the service information system database from the DMS
document management system, service information system on CD, information source
for service staff throughout the world, integrated order processing, bilingual
(German, English), data update via Internet/Intranet (Delta update of CD data)
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Benefits
- Up-to-date, machine-specific information for all service staff
anywhere in the world at any time and in any place
- Reduction in hotline overheads
- Accelerated order processing
- Reduced down-times for faulty machinery or machinery requiring
maintenance
- Improved customer service
Brief Description
The service documents already
available as PDF files in the DMS system are exported from
PARTS-PUBLISHER to Workbench using standard interfaces.
PARTS-PUBLISHER supports XML data export/import. Following data
import, PARTS-PUBLISHER automatically generates an immediate executable
CD, which only has to be burnt and reproduced. The table of contents of
the individual PDF files is copied into the navigation tree of the service
information system. In this way, the individual chapters in documents can
be retrieved directly. The spare part catalogues are created and updated
directly in Workbench. The service information system on CD always
guarantees Zeiss service staff rapid access to comprehensive, complex
information - specific to the machine system in situ. Password-protected
service manuals on devices and control systems, operating instructions,
installation guidelines, spare part information and software
specifications can be retrieved according to requirements.
Entry into
the system is generally made from the device or the device components, in
relation to which information is required, or by carrying out a full text
search. When carrying out a full text search, a hit list of documents is
displayed, in which the term being searched for is used. When clicking on
the listed documents, the text entry immediately appears together with the
term being searched for. If information on spare parts is needed, then
this can simply and quickly be identified by means of an exploded view and
associated parts list.
Immediate ordering of spare parts is
possible.
An update of the CD data via the internet/intranet is
possible (incremental Delta update).
Infrastructure
- PARTS-PUBLISHER
- DMS (Docware Dokumentenmanagement System)
- SAP
- XML Export/Import
Homepage: www.zeiss.de
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„We have been working together with the company Docware for years.
Having started to organise our document management using Docware software back in 1997,
now in 2001 we have introduced an electronic service information system,
that is based on PARTS-PUBLISHER by the company Docware.
The service information system by Docware was not only responsible for an enormous
improvement in the quality of information, the on-site skills of our staff were also enhanced.“
Michael Maurer, Head of Documentation, Carl Zeiss Industrielle Messtechnik GmbH, Oberkochen
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Case Study
We will be pleased to contact one of our reference customer's
representatives for you.
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