FORM-2
THE PATENTS ACT, 1970
(39 of 1970)
&
THE PATENTS RULES, 2003
PROVISIONAL

(See section 10 and rule 13)
MONITORING OF PROCESS EQUIPMENT
THERMAX LIMTIED
an Indian Company of
D-13, MIDC Industrial Area, R. D. Aga Road, Chinchwad, Pune 41 019,
Maharashtra, India
THE FOLLOWING SPEC IFICATION DESCRIBES THE INVENTION.

Field of the Invention:
This invention relates to Monitoring of process equipment.
In particular, this invention relates to devices for monitoring and diagnostics of process equipment, particularly boilers chillers and the like.
Background of the Invention:
In the provision of service current service dispatch & feedback processes leave much to be desired. Everyone follows more or less same process where the onus of ensuring call is is left to the user. Call dispatch, closure and feedback turn around time is irritatingly long. Managing these processes in this manner always results in high costs of communication, travel and manpower resources. Furthermore analysis of transaction data is cumbersome and lengthy. In short there is every need to revamp these processes with simple, faster and automated processes.
The processes in the prior art are well known and are of two types to handle current service requirements are as follows:
[1] Call Dispatch Process
Current process of Call Dispatch is very tedious. The shorcompings of the curremnt call dispatch services are as follows:
The customer has to track down the right person either on his own or through the service chain which demands multiple calls and follow-ups resulting in delays and extra efforts.


Or service engineer needs to go to the office to pick the list of service complaints to be attended that day; the list could be on paper, or messages given verbally. Chances of inaccuracy creeping in are high.
Urgent customer requests cannot get scheduled easily without escalations.
Service engineer has to refer to hard copies and spend efforts to get customer data and information on specific problems as he does not have online data of the equipment parameters.
The service engieer He is required to phone in and wait in queue for requesting a spare part or has to return to office and order it.
Most of the time the engineer returns to office to sync to update the enterprise system.
[ii] Call Closure & Feedback Process
The second form of service provision is by Call Closure & Feedback. The shortcomings of this process is as follows:
Prior to visit engineer has get data either in hard copy from office or over phone as most of the time he is in the field attending service calls.
In the absence of a standard system of trouble shooting, some times engineer fails to resolve the problem. In such cases back-office consultations are held which result in significant delays.
Turn-around time for call feedback is high. It could range from one day to one month depending on the movement of the engineer and how meticulous and disciplined he is.


The company is unclear of the service status in a town or region because the existing systems are not updated in real time.
The customer is never sure as to when the equipment will be fixed especially when a spare part has to be procured. The customer is dissatisfied.
Conventional process is not hard-wired and hence varies from person to person and office to office.
Thus from the above it can be seen that conventional service processes leave much to be desired.
Summary of the Invention:
This invention envisages a service provision for process equipment particularly for Monitoring and Diagnostics (RMD) for boilers and chillers using remote monitoring and diagnostics means.
In a preferred embodiment of this invention, the system uses an architecture based on the current mobile phone technologies to launch quickly improved service processes which will run it parallel to RMD.
The Mobile technology envisaged in accordance with this invention provides a new application platform for developing and deploying mobile phone based solutions for managing services business of uptime of equipment and data logging of equipment parameters effectively. Use of the system in accordance with this invention reduces the usage of emergency equipment running on fossil fuels and or taking energy from the Grid which uses coal based power. Further,


the system in accordance with this invention also helps reduce process downtime and loss of productivity.
The Mobile solution in accordance with this invention is important to end users as well as service engineers. The user can log his complaint with one call and get assured service dispatch in less than 24 hours, while a service engineer attending gets call dispatch on the move and can also log in service feedback immediately on attending the call. This platform helps build service applications that are web-based using the mobile phone as well as a PC browser to view reports or data.
The mobile solution In accordance with this invention covers all kinds of equipment from a l00Kg/hour boiler to large custom-built units. The data base needed for implementing this would also meet the needs of RMD programs.
Particularly the system in accordance with this invention uses mobile technology and framework software.
The service system in accordance with this invention has a "central call center" which is backed by an "Technical Advise Centre "to be established so that customer can make just one toll-free call to log their complaints.
As a first response the invented system enabled customer will interact with the Technical Advise Centre which will send him a Fault Tree Analysis of his equipment and help him resolve the problem on the phone itself. If the problem still continues then the customer complaint is forwarded to the specific service


engineer.
The system in accordance with this invention enables a field service engineer or technician to get call dispatch on his mobile instantaneously. Whenever he logs into his mobile system he can pick up on-line service requests, access full call details, and update actions taken, . It also helps him to view equipment service history and check on spare parts. In addition he can get on-line consultation of FTAs for express resolution of problems.
Brief description of accompanying drawings:
Figure 1 illustrates a system for call monitoring as implemented in prior art.
Figure 2 illustrates a flow diagram of system for monitoring calls, in accordance with this invention.
Figure 3 illustrates the call monitoring system in accordance with this invention.
Detailed Description of accompanying drawings:
Figure 1 illustrates a flow diagram illustrating the call monitoring process and system in accordance with prior art.
The process flow chart of the system in accordance with this invention is shown in figure 2 of the accompanying drawings, which is self explanatory.


This works as under:
• The customer lodges service request at all-India (or worldwide) Call Center using a toll-free number. The call dispatcher (after some clarifications) hits on the customer record and then registers the call (with time, date stamp and a system generated number). In case of calls received outside the call center (in case customer is in direct touch with some senior person) internal call is made to the call center to get it into system. Dispatcher then records full particulars of the call and assigns service request to a specific service engineer in the region after reviewing roster of engineers. The call dispatch is then uploaded for action.
• The call is then instantaneously transferred in the Q on the concerned engineer's mobile. The service engineer accesses the enterprise system on-line as soon as he opens the application on his mobile. On logging, he gets a list of all assigned pending service requests. Drilling down the displayed list, he/she will get customer address, contact person and phone numbers as well as brief on the customer complaint with standardized fault listing. He can also view equipment service history on-line. For none of these he has to visit the office or make additional calls.
• He then logs his arrival time and attends to problems. His log time and date is automatically registered in the system. In case there is no-response or delays beyond stipulated time from the engineer, the system moves into either rerouting the call or the escalation to ensure effective dispatch.
The Call Closure & Feedback Process fir the system in accordance with this invention is shown in figure 3 of the accompanying drawings, which is again self explanatory
This process works as follows:


Call Closure:
• When Service Engineer visits the customer he has all the information needed for attending the customer call - starting with updated information of the address to service problem brief logged in the system. So no time is lost in the follow-up and action is fast.
• During the call closure as and when needed Service Engineer can access "Expert System FTA" for problem resolution. Again no follow-up with back-office is needed. So the fault resolution is swift and accurate.
Feedback & Analysis
• Post-call-feedback is compulsory to close the call and hence updates are dynamic and instantaneous which go directly into the central server without call center or back-office interventions. With pre-determined choices given in the system, Engineer's report writing (!) becomes very easy. Service engineer can also enter any additional comments if needed. Thus the entire information is immediately available to the central server for further analysis, follow-up or supervisory intervention as may be required.
• Call center can respond to anyone from customer's organization for call-status-update accurately and fast.
• With the information on the server, the automated analysis provides the following:

• Service-Call-Time, Engineer-Arrival-Time, Feedback-Report-Time and the Derived-Call-Closure-Time, are system generated enabling monitor of 24-hour Call-Closure norm. MTTR can now be measured accurately.
• Summarized reports on service levels at individual, local franchisee, and region level can also get generated on-line.


• Product-wise trends can be observed.
• Supply chain function can study product-wise, FTA-wise and cause-wise analysis.
• Accounting function can automate the process of billing and take up service billing analysis and audit franchisee audit operations easily.
The Spares Ordering & Tracking Process for the system in accordance with this invention is as follows:
On call completion, the engineer is prompted to feed in data on action taken and proposed as well as registration for spare parts needed. Additional Spare Parts Module will allow service engineer to check the spare part in the stock, raise an indent and give timely and accurate feedback to the customer on-site.
This module allows the service engineer to check the availability of a spare part in the stores. If the ERP system provides "delivery time", the same is displayed on the engineer's mobile. The engineer can make a request for a spare part against a service request number. This request can be routed to the service center manager for approval, if required (work-flow is managed in the solution). All the features listed above, are implemented by using suitable interfaces with the ERP system. Update and tracking system could also be built into Operator Module described later.
MobiMax Supervisor Module
The Service Center Manager will be able to view the status of a call after keying in "Service Request Number". The Company's managers will be able to view on the intra-net the service request status summary screen which will display the


total number of assigned calls, total number of completed calls and total number of incomplete calls for each service center. Analysis benefits of these are explained in the earlier section.
Back-end System Connectors
Connectors will be developed using C++ components, PL/SQL APIs or ODBC connectivity to update the Customer Service system and the ERP system. Existing components, if any, can also be used.
A. MobiMax FTA module
To support service engineer while attending call a specially designed Fault Tree Analysis (FTA) Module is made available on mobile phone. This helps him resolve problems in a systematic manner. Thus the FTA prepared for different products come alive in the field instead of just getting filed!
B. MobiMax Operator Module
MobiMax solution includes giving a pre-programmed mobile phone for each operator of the installation. The Operator Module is designed so that he can log key operating parameters in central data base from his mobile. In turn he gets daily and weekly TIPs and expert's advice on trouble shooting as described below:
• Mobile manual or automated(with data logger) eLog Book : Operator/Equipment logs key performance parameters of unit in a specially designed Log Book. With this the need to maintain conventional log book is eliminated. The parameters get logged instantaneously and historical data can be viewed using internet connectivity. The actions called are as simple as sending SMS on the move (any-time, any-place as per user convenience).


• Alerts: Deviations from recommended operating conditions get captured and alerts would be sent to operator with recommended actions.
• Friendly Thermax Advice (FTA) is provided to the operator if he sends request for resolution of any specific problem using FTA's developed by Thermax. Thus expert advice is available to the operator on the mobile without expert traveling to site.
• TIP: Additionally Thermax can give time to time tips under Thermax Improvement Plan (TIP) to improve efficiency and efficacy of unit's operation on daily, weekly and monthly basis.
• Performance Report: Simple performance report such as availability report, output report etc. are generated for a given period for time using the logged parameters.
II. The system in accordance with this invention is expected to be the entry step for a full-fledged mobile to mobile -based Remote Monitoring & Diagnostic program. The system in accordance with this invention can be adapted to all types of units without constraints of control and communication system available on the equipment. The data base needed to be built along with connectors to ERP system can straightway form the back-bone for the mobile to mobile systems.
The basic architecture of the system in accordance with this invention is depicted in figure 1 of the accompanying drawings which is self explanatory .
Following hardware and networking environment needs to be made available for deployment of the system in accordance with this invention useful for about 250 users:


• Pentium-IV 80 GB Hard Drive (min), 1 GB RAM with Windows 2000 (Professional with SP4) or RedHat Linux 9 operating system.
• Internet connection (free bandwidth approx. 512 kbps) with one external IP address for web-server.
• Firewall security arrangement for the web-server.
• JDK1.4.2 (or above), Tomcat 5.0 (or a=suitable web application server) on Windows 2000 Professional Server or Redhat Linux 9.
• Oracle lOg database
• Remote access (FTP and Telnet access
• s) to the Tomcat Server will be needed for loading the applications remotely -
Optional.
• Appropriate ODBC driver for interfacing using APIs.
• A tie up with a telephone service provider may be necessary for sending SMS.
Applications built around the framework can be scaled up with respect to number of concurrent users using the applications, by merely increasing the hardware specifications or by increasing the number of servers.
Another feature of this invention is the security aspects which may be on the Mobile phone, during data transmission and on the server on the phone:
• The Java program on the cell phone will get downloaded by connecting to a
secure web server only on providing a single-use access key. A key will permit
only one download, thus the user will have to be granted a replacement key to


load the program again. Once loaded, the program can be used only on providing a login password that is not stored on the cell phone and is validated by the server for authenticity. The password is encrypted at the server end.
• No data is stored on the cell phone, thus if the cell phone is misplaced, sensitive
data will not fall in the wrong hands.
During data transmission
• Data transfer can optionally be through a secure socket layer.
• Data can be optionally encrypted during transfer to and from the server.
• Data cannot be lost during transit as the FRED framework will re-transmit data if a call breaks.
On the server
• The server would be physically located at a secure site behind a firewall.
• Authorized data administrators will only have access to it through password controls.
• In addition to the firewall on the server, the FRED Server itself acts as a shield for data stored in the enterprise systems.
• FRED server would be part of the main server of the system
The advantages of the system in accordance with this invention are as follows
In the system in accordance with this invention the Customer has
• a Fast service dispatch without non-value-added follow-up (24-hour response a reality!)
• Prompt fault resolution and monitored MTTR, higher uptime of equipment


• Fast processing of spares orders and status reports in real time
• A helpful operator module and MIS on the installation
• reduced maintenance costs, higher reliability/availability The Service Personnel have the following advantages
• Information on the figure tips - literally!
• Quantum improvement in turn-around time (potential to reduce the call-to-closure time by 50%)
• Improved productivity and lower travel, communication, and associated costs
• Ease of service report filing, indenting and tracking of spare parts orders (potential to drop costs by 20%)
Service Management & Enterprise
• Improved service level and customer satisfaction/delight resulting in enhanced customer loyalty
• Monitored operations & reduced costs
• Monitoring of franchisee operation
• Analysis and value-added reports for the entire supply chain (engineering, materials, manufacturing, QC)
• MobiMax is expected to generate substantial additional service revenues and profits with unique differentiation in the market place. The data generated by Data logger is to be used for Carbon Dioxide monitoring for Clean Development Mechanism.


While considerable emphasis has been placed herein on the specific structure of the preferred embodiment, it will be appreciated that many alterations can be made and that many modifications can be made in the preferred embodiment without departing from the principles of the invention. These and other changes in the preferred embodiment as well as other embodiments of the invention will be apparent to those skilled in the art from the disclosure herein, whereby it is to be distinctly understood that the foregoing descriptive matter is to be interpreted merely as illustrative of the invention and not as a limitation.