of first-time fixes are missed because service teams do not have the correct technical information.
Aberdeen Group, Field Service 2011
The company is a world-leading power systems provider, designing, manufacturing and supporting a comprehensive range of products and services for air, sea and land applications. With around 43,000 employees located in 48 countries, the company is well-positioned to satisfy customer requirements in each of its key markets of civil aerospace, defence aerospace, marine and energy. For civil and defence aerospace the company has one of the broadest ranges of gas turbine aero engines in the world, powering applications ranging from small business jets to the largest airliners, and helicopters to fast combat aircraft.
The company aero engines are in service in 135 countries with 500 airlines, 2,400 corporate and utility operators and more than 100 armed forces. The company is also the world’s leading supplier of marine propulsion equipment and offers integrated ship solutions for both commercial and naval markets. Products and services cover the full range of requirements, from ship design to fully integrated propulsion, manoeuvring and positioning systems and deck machinery. The company’s aero-derived gas turbines are in service with more than 30 navies, providing fast and efficient propulsive power for all vessel types. The company also powers the UK’s nuclear submarines. For oil and gas and power generation sectors of the energy market, the company provides integrated solutions, from gas production and pipeline transportation, to the final conversion of this into electricity. The company has the capability to provide total power generation, compression and pumping solutions for the world energy market through a competitive range of packaged generation and compression sets driven by gas turbines and reciprocating engines. Over 4,000 gas turbines have been sold to oil and gas and power generation customers worldwide.
Financial support services such as engine leasing and fleet hour agreements, ‘power by the hour’, are also available to suit different customer needs.
A comprehensive and global support network is in place to satisfy the aftermarket needs of customers using Rolls-Royce products and services. The company has introduced on-line services to ease business transactions and to increase the speed and quantity of information available to both customers and suppliers.
The company distribute updated product support information to their customers on a regular basis to reflect latest regulatory and maintenance requirements. The company wanted to produce a single electronic delivery mechanism on CD-ROM for this information that had to accommodate the large range of diverse information sources generated over many years.
A software suite built around the Adobe Acrobat PDF product was combined with production services to scan, convert and manage 22 engine types and derivatives now totalling over 250,000 pages. Subsequent activities involved the data acquisition of all modification information which included conversion of text and graphics data to common file formats and the preparation of over 30,000 CD-ROMs per year on a (mostly) 90 day update cycle. Infomill also assisted the company with the conversion of graphics from a proprietary format into an industry standard graphics format. This information was made available through an Extranet on a progressive basis using Infomill’s DocumentArena system.
There were over 5,000 users of the CD-ROMs produced by Infomill. These users found the solution to be simple to use, robust and much easier than paper.