3 18 The Phoenix Contact customer magazine | September 2018 The challenge: Service provision From the individual service to the product ■ Hotline Support by phone, e-mail, and measuring device ■ Proficloud Teamwork with the customer ■ Video studio Moving operating instructions
UPDATE 3/18 Editorial 03 Dr. Andreas Schreiber, Senior Director Business & Product Innovation, Corporate Technology & Value Chain Service begins at reception Dear readers, When I'm greeted by the friendly faces of our reception staff at Phoenix Contact on a morning, I'm already experiencing good service. And when a diligent assistant helps me try to fi nd an opening in calendars that are full, the day becomes that bit friendlier. When it works, service can often be taken for granted. The service is right, the date works, the information comes. But when it doesn't work, service really becomes a problem. Unfortunately, negative experiences linger in the mind much longer. When my expectations are exceeded, that's good service. It can be as simple as a friendly smile. Tailored advice is also an example of good service. Or, as featured in this edition of the UPDATE magazine, the realization that handling big data is becoming scalable and aff ordable thanks to Profi cloud. That operating instructions can also be presented in a colorful and moving format. That products are developed in very close cooperation with the user, always with the intention of providing all the bells and whistles. Our free sample service or consistent data fl ow from the planning software to individual production are also positive elements that we want to use to inspire our customers. Customer focus, innovation strength, speed, communication, and enthusiasm – at Phoenix Contact, these values are all part of our company's DNA. We hope to convey a little of this to you on the following pages.
06 Feature UPDATE 3/18 Long pigtails and gentle bending radii help when splicing sensitive fiberglass We've listened and responded Customer proximity was key in the development of the splice box Finger size, shoulder width, bending radii, and cable bridges – before the new splice box for fiber optics arrived on the market, its developers first had to listen carefully to users and understand their problems. The port of Hamburg: gateway to the world, heart of the busy metropolis, and one of the largest container hubs in the whole of Europe. When time is money, any downtime is catastrophic. As the heavyweight container gantry cranes glide over the concrete runways, fiberglass cables beneath the terminals ensure smooth control and communication. The maintenance shafts here are just 80 centimeters wide. And the technicians have broad shoulders. Especially in winter, when bundled in thick jackets, they often get caught on protruding obstacles. Particularly unlucky if they happen to be the splice boxes for the fiber optics. One tug and the cables come loose. Just one of many applications: Sebastian Güse has looked at the fingers of many fiber optic cable installers, also known as fiber splicers. “That was the place to start, because it's not just people with a compact build who connect fiber optics.” The industrial engineer had experienced a steep learning curve, both in terms of finger size and the data cables that had been torn loose. Anyone who believes that sensitive glass data cables are otherwise handled with care has definitely not seen inside the local exchange of any telecommunications service provider. “There, splice boxes are also sometimes housed in simple cabinets when there is no more space left in the control cabinet.” Extra homework Around two years ago, Güse compiled his experiences in a requirement specification. His goal was to develop a brand new splice box. One which could also be handled comfortably by someone with larger fingers. One that nestles against the walls of supply shafts instead of protruding from them. One that is so robust that it it makes the fiberglass cable safely accessible for suitable connections and connectors even in harsh environments. And one that is future- proof and durable by design. A project team was established, developers sketched out initial designs, and production planners turned them into actual products. The team invited practitioners from telecommunications, trade, machine building, automobile manufacturing, and process technology to their base in Blomberg so that they could get more input from a practical
UPDATE 3/18 Technology 07 perspective. “The real challenge was to also take confl icting requirements into consideration. We even listened to experts working on oil rigs.” The fi rst prototypes based on the draft designs were created in the team's own production facilities, and the numerous details of these prototypes immediately sparked the enthusiasm of the experts involved. “Even the gently ascending cable routing over the metallic bridge inside – that's really high end,” states Sebastian Güse, enthusiastically describing the innovations concealed behind the solid steel panel. However, before the boxes could be sent out, they needed to be tested for release in the laboratory. Güse still groans today thinking about it: “I really thought we were going to test ourselves to death.” Now, he is really happy about the persistence with which the engineers searched to fi nd weak points: “The box is practically indestructible. This opens up brand new areas of application, from maritime and underground locations to alpine environments.” An outstanding result product developments, for which Phoenix Contact is renowned, only a very small number of innovative products are chosen as highlights each year. The splice box was one of them in 2018.” The market for fast data cables based on fi ber optics is a booming global market. No wonder that the presentation of the innovative splice “ The market for fi ber optics is growing at a much higher rate than copper cables, especially in China.” Sebastian Güse, Product Manager box also caused quite a sensation at trade fairs such as Light + Building and the Hannover Messe. Needless to say, the tireless product manager has already been busy tinkering with other applications, new dimensions, and even more resilient housings. “We want to develop our splice box into a complete product family.” Advanced quality planners made the preparations for series production at Phoenix Contact and the Strategic Purchasing department identifi ed partner companies to supply components. You can be sure that Güse will continue listening to customers in future, and closely examining their fi ngers. All so that “his” box sits even a little better in the hands of the user. ■ Product manager Sebastian Güse beams with pride, stroking his hand over the shapely cover of “his” FO splice box. “Of the many new For further information, enter the web code #0336 into the search fi eld on our website. FO splice box: Built-in customer requirements • Sturdy metal housing with compact dimensions • Generous bending dimensions • 2.4 m long pigtails • Three-stage strain relief, including aramid yarn clamping • Splice cassette with curved collar • DIN rail adapter can also be mounted laterally
08 Services UPDATE 3/18 When standard isn't enough Special solutions: Developed for the customer When it comes to terminal blocks, Phoenix Contact is not playing around. The global market leader has gone from strength to strength with this electrotechnical connection technology. In addition to ongoing further developments to its million-selling products, exclusive customer requirements are also met. “We need a diode component connector for the pantograph controller!” The sales team that deals with a French train manufacturer contacted the developers at Phoenix Contact with this very special challenge. “We have a small Railway Team that works on rail vehicles and railway infrastructure,” explains product manager Moritz Krink. The 30-year- old electrical engineer and business manager casually mentions the term pantograph.A pantograph is a type of current collector used on electric locomotives. The particular challenge for all electrical connections on driving units is the combination of constant vibration load, a restricted installation location, and high temperature load. At the same time, for health and safety reasons, the temperature of the connectors themselves must not exceed 85 degrees Celsius. In addition, special fire protection requirements must also be met in high-speed rail vehicles. The most stringent demands are placed on materials. And developers have to tackle the most demanding requirements. Is it really worth it? The request for the special connector landed on the desk of Moritz Krink. As product manager, the railway expert is the interface between the company's sales representatives, the Sales department, and the team of developers. He began by putting his analytical business skills to work, pondering several questions: does this component already exist? Is its development economically viable in the expected quantities? Does the customer want exclusive use of the component, or will they allow it to be sold to other customers once it has been developed? This profitability test was followed by an The diode connector securely snaps into the terminal block
UPDATE 3/18 Services 09 In dialog: Moritz Krink (left) and development engineer Christian Kloppenburg (right) talking to editor Lutz Odewald initial technical review. Next, Mr Krink called on his detailed knowledge and engineering expertise.What general conditions must the new component connector satisfy? Which materials must be used? Which standards need to be observed? The French train company has its own release list, which the internal purchasing department uses as a basis for selection. Only what is listed here will be accepted. The facts were set out in an initial requirement specification. This was followed by the final part of the decision-making process: “Are we going to take on the job?” needed to produce the complex form bending tools for the task and the material purchasing department had to source the necessary raw materials and semi-finished products. The Terminal Blocks Product Marketing team implements around 50 customer projects. “We get many more inquiries, but sometimes the effort is not really worth it for us,” explains Krink. “ Railway business is complex, as these projects require a lot of staying power.” Step by step to the connector Moritz Krink, Product Manager “After that, the designers got to work. We have an international team of developers. The appropriate design for us came from Poland,” explains Moritz Krink. In addition to digital data records, rapid prototyping was also used so that the first tangible products could be shown. “Once these were ready, we went to the manufacturer, directly to their headquarters in Paris,” Krink recollects. He sat down at the table again with business decision-makers and engineers. The design impressed the train manufacturer and production was given the go-ahead. “It took us a good six months before we were able to deliver the first connectors,” explains Krink, who was responsible for the product. This was because the in-house tool shop first The initial samples were then subjected to extensive shock and vibration tests in the certified and independently operated test laboratory. Fire safety standards had to be met and the material tested for all eventualities. “Railway business is complex project business, as it requires a lot of staying power,” says Krink, explaining the long implementation phase. This is hardly surprising, since the components must also reliably withstand a long machine life – there's no room for rush jobs here. Krink and his colleagues are all the more proud when “their” very special technology from Phoenix Contact races through the countryside in new high- speed trains. ■
10 Technology UPDATE 3/18 Bright and cloudy Easy and secure access to data in the sky with Proficloud A way to try out big data, lease a data center, and implement digitalization with no regrets or risk – sometimes the beautiful new digital world can be this simple. If the service is the right fit. “Security is no longer a concern,” Mathias Weßelmann says, frowning a little in irritation, “we discussed that at great length five years ago. Nobody cares anymore.” Sometimes it also takes the wrong question to get to the right answer. For the experts behind Proficloud, data security has long been a topic relegated to the past. The young team is much more interested in the possibilities that cloud technology offers. When you sit down with the experts responsible for the professional data cloud solution, you quickly realize that real data service providers are at work here. Cloud engineering is a customer-oriented discipline, dedicated to tackling the problems encountered by users and developing solutions jointly with them. As team leader Mathias Weßelmann explains: “Our Proficloud service also allows small and medium-sized companies to digitalize their processes. This requires the ability to handle data streams. Until a few years ago, big data was still something that required you to have large data centers at your disposal. This has changed completely with cloud technology.” This means that even small companies can outsource and conveniently evaluate the data streams involved. “Take a water treatment Arno Fast Originally from Brazil, he has been on the Proficloud team practically from the start. For the past five years he has been involved in the development of the project – from those audacious initial ideas to the present-day concept. The electrical engineering graduate represents Proficloud at trade fairs and is usually the first point of contact for companies interested in the service. Dennis Fittkau At just 26 years of age, the IT specialist may be the youngest member of the team, but he brings a wealth of experience in the field of IT gained from working at a major retail company. He enjoys his professional tasks and the informal working atmosphere that feels more like a startup than a company of this size.
UPDATE 3/18 Technology 11 plant, for example, where they want to monitor the performance of the pumps. They simply do not have the means to operate their own data center. Now, Phoenix Contact not only ensures the transmission of data. We also accompany the data as far as the “virtual data center”, Robert Bieber When a young person has no interest in big-city living, but is still passionate about creating technological innovations, Bad Pyrmont is the perfect place to be. And when that person happens to have the right qualifications, like this 29-year- old computer specialist, they are an ideal fit for the Proficloud team. i.e. Proficloud.” Setup, access, processing, the interface, control – handling big data becomes very simple. Using modern data analysis as a foundation, the customer can make informed decisions, produce forecasts, and improve operations process control. What delights the controller: Proficloud services can be booked on a time and cost basis. The result is a scalable service solution. But is it too good to be true? “We want to make access to our Proficloud as easy as possible,” explains Mathias Weßelmann. It seems to be working: over 1000 users have already registered for the service. ■ For further information, enter the web code #2031 into the search field on our website. Mathias Weßelmann The engineer for automation technology has been with Phoenix Contact since 2010 and already worked on the original version of Proficloud that has since been patented. Initially derided, now highly valued. As one of the “founding fathers of Proficloud”, the 35-year-old was really able to get down to work once the team was officially established. He greatly values the startup mentality of his small team within the company, which fosters creativity and professionalism at a high level. Burim Kameri The software developer and graduate computer specialist (32) previously worked in the mobile field before joining Phoenix Contact. The cloud engineer and project manager is fascinated by the high-tech components of Proficloud users and the implementation of the industrial Internet of Things.
12 Services UPDATE 3/18 From the virtual world to a tangible reality – thanks to the fast sample service A concept one day – Implemented the next A sophisticated sample service helps device developers In order to transform digital concepts into a tangible reality, more than 3,000 components from Phoenix Contact's portfolio of connectors and PCB terminal blocks are available at the ready as product samples. And even though this service is free, it is still extremely quick – samples ordered one day are already on their way the next. “ The samples arrived promptly, absolutely no complaints. Great service!” Frank Hofmann, Sigmann Elektronik GmbH When a device developer gets to work, they first revert to data records. For example, in a CAD model, a connector is virtually placed in an electronics housing and the entire component is initially designed digitally. But at some stage even the most experienced designer comes to a point where data must become tangible matter in order to be able to assess the product. This is where the Phoenix Contact sample service comes into play. Developers can quickly select their individual solution from different product lists based on the technical properties. If they know the order number, they can use the search window to access the detailed page for that product directly. If a sample is available for direct shipment, the product can be requested via the order form provided on the detailed product page. Corresponding product lists and ordering options are available for the following categories: • PCB terminal blocks enable the easy and safe transmission of signals, data, and power directly to the PCB. Whether for process interfaces, automation components or frequency converters: the PCB terminal block range consists of metric pitches and pitches in inches from miniature PCB terminal blocks with 2.5 mm pitch to power-level terminals with 20 mm pitch. • PCB connectors offer a universal and maintenance-friendly conductor connection for almost all device designs from numerous industries and markets. The components
UPDATE 3/18 Services 13 “ I'm very satisfi ed with the sample service. We ordered terminal blocks and received various samples. Using them, we've de- veloped not just one product, but also a larger order.” Rainer Birkelbach, Lumicoin Elektronik ensure quick connection and a free choice of connection method. PCB connectors from Phoenix Contact are available for 2.5 to 15 mm pitch and currents up to 125 A. • Circular connectors for industrial automation are available in a variety of sizes: from 5 to 67 mm, straight or angled, molded or for on-site assembly. • Photovoltaic connectors cover a wide range of requirements: whether AC or DC, circular or rectangular. PV panels and inverters can therefore be wired quickly and easily on site without tools. Device connectors, PCB connection technology, and accessories are also available via the sample service. • Data connectors – with a variety of diff erent designs, coding options, and pin connector patterns, the Pluscon data product range ensures fl exible and consistent data transmission. The connectors and cables for individual assembly are designed for data rates up to 40 Gbps. A simple process Having evaluated all the digital data, if the developer then decides that they need the real component, they can request the sample online with just a few entries. The ordering process is easy, as the online request can also be submitted without providing any access or customer data. The requested product is delivered free of charge – by direct shipment. If the order is placed with Phoenix Contact before 2 p.m. on a work day, the product will be dispatched on the same day free of charge. The local sales department is also contacted so that any queries can be dealt with directly. It couldn't be easier to transform a good concept into reality. ■ “ The service is wonderfully easy and fast, everything was sorted without any spiel.” Dominik Vielmetter, ETW Wollmershäuser
14 On site UPDATE 3/18 Terminal strips in the fast lane Special services refine the mass-produced terminal block Want something specific? Don't have capacity in your own workshop? Need a very fast turnaround? With the fast lane service, Phoenix Contact offers an individual solution for customers who require a special level of service. “Speed, individuality, special solutions – those are our strengths.” Christian Bakker is obviously proud as he describes the capabilities of his department. “We produce complex customer solutions on request. Starting with the convenient ordering process via the Project complete configuration software. Individually tailored to the customer's specific needs. And we are always optimizing our processes to make them even faster in future.” Constant optimization In custom manufacturing, optimization is key. It is here that customer orders that require “that extra special something” are handled. In addition to assembled terminal strips, the department handles everything from creating special sets or assembling junction boxes according to specific requirements through to the special production of customized junction boxes in a specific color, for example. “We handle production for Europe here in Blomberg and at our site in Poland,” explains Bakker. “Almost all of our sites around the world also offer this special service.” The Senior Project Manager knows the process inside out, he is ultimately responsible for the process optimization of “Value Added Services”. The ordering process starts at the customer's desk with the entry of data in the Project complete planning software. The order can be placed directly from the CAD interface. A plausibility check, the price, and a delivery estimate then follow. As soon as confirmation is received, the order rushes into production. • Here, processing starts with commissioning the required individual parts, including cutting the relevant DIN rail and corresponding cable ducts to the appropriate length. • This is followed by the actual assembly of elements through to complete control cabinet equipment. • Parallel to this, work is started on creating the necessary printing that will be applied once the special solutions have been assembled. • This is followed by extensive quality control checks of all functions. In flow production, one employee processes the entire order from cutting the DIN rail to length, assembling everything right through to packing the order
UPDATE 3/18 On site 15 • Finally, the finished component is placed in the appropriate packaging before it is dispatched. Production in full flow This is a much sought-after service with impressive growth rates, both nationally and internationally. Reason enough to consider new methods in production. The Blomberg/Poland production team, which jointly serves the European market, is setting new standards here. “We're currently restructuring our processes, moving away from workshop production where components go from station to station and are completed piece by piece until they're finished. We're replacing that with a form of flow production where one employee handles almost the entire production process at specially equipped workstations until the component goes off to Quality Control,” explains project manager Christian Bakker. This method of production is more satisfying for colleagues working in the special service thanks to the varied tasks, and has also resulted in significantly faster processes. The term fast lane is appropriate for many reasons. This in turn appeals to customers who consider Phoenix Contact's outsourcing capabilities to be a valuable service. ■ “ The customer wants not only components, but above all service.” Christian Bakker, Senior Project Manager
16 On site UPDATE 3/18 We make the terminal block fast A look behind the scenes in the warehouse and logistics What use are the most innovative products if they don't get to the customer? Thanks to sophisticated logistics, Phoenix Contact ensures that customers around the world receive their orders quickly. To achieve this, airport processing even starts at the company's premises. The world of logistics does not just revolve around times and numbers. It also has its own language. Do you know what “premating” means in the context of logistics? What happens in a scanner tunnel? Or that there is nothing disorganized about “random warehousing”? Green for go The locked gates are the first sight that greets you at the entrance. The central warehouse in Blomberg is classed as a security zone. Parts of the building have enhanced security status. It's more or less here that the airport perimeter begins. Only those with a green dot on their access card may enter this zone. And to get that card, you need to have passed special security checks. While the system restricts access for individuals, it speeds up things for terminal blocks, relays, and controllers: eliminating the need for time-consuming checks at the airport. But today, we have permission to glimpse inside: to get a better understanding of the world of logistics, we will be following the flow of goods inside the over 12,000 m2 logistics area at the Blomberg site. First, parts and raw materials are delivered from suppliers. Then there are products from our own production facilities, which arrive at the warehouse packed individually or already in loading bins. Phoenix Contact uses over one million of these gray plastic bins! Around 8,700 delivery operations are recorded by 35 employees – round the clock, five days a week. Virtuoso flow of goods From here on out everything happens at breakneck speed. Around 50 percent of all delivered parts are put into interim storage just briefly, almost immediately leaving the Watch your feet, urgently required products coming through, which need to be sent out fast
UPDATE 3/18 On site 17 Left image: The scanner tunnel identifies and inspects the incoming goods before they enter the warehouse Right image: Products meet orders – the order to be shipped is picked here warehouse in Blomberg again. “Premating” supercharges the flow of goods. In this process, the items are already combined with the loading bin during production, and data such as the weight, number of pieces, and transfer order is stored in the automated small parts storage area. Fast throughput times are thus achieved. Over 37,700 different items are allocated a space in the gigantic hangars. There are 193,000 gray loading bins and over 3,300 pallet storage spaces available in the 29 aisles. Distribution is controlled using a sophisticated ERP and logistics system. Thanks to the data recorded on arrival and the sensors in the warehouse, the system “knows” exactly where space is available in the bays to put away goods. Relays always at the front right, terminal blocks top left – that type of system is a thing of the past. This space-saving method is known as random storage. The robotic systems that work here speed down the aisles at up to 22 km/h, shelving and selecting items as required. Conveyor belts transport the requested goods in and out of the high-tech warehouse. Their total distance alone amounts to 5,350 meters. Now the humans step in The next step is picking and packing like there's no tomorrow. With shifts operating almost around the clock, 130 employees together complete over 20,000 “picks” per day. These are bundled into around 5,000 packages. On average, 127 tons of goods leave the logistics center each day – the equivalent weight of 43 elephants. If you proceed further, you need to watch your feet and be mindful of the surroundings. Forklift trucks whizz through the loading zone every second, completing outgoing consignments in next to no time. Around 29 trucks a day are loaded at 14 loading ramps, with only five of the trucks belonging to the company's own fleet. From the central warehouse, all international subsidiaries are supplied on a daily basis or as needed. ■ Status: Known consignor If companies want to speed up the processing of their consignments at the airport, they can apply for “Known consignor” status. The company must pass regular security checks by the Luftfahrt- Bundesamt (Federal Aviation Office) in the form of audits. The relevant buildings on the company premises may only be accessed by personnel who have passed thorough security checks and also completed special training. There are no exceptions: these requirements even apply to the General Manager of Phoenix Contact. Buildings as well as the delivery and loading zones are subject to their own rigorous checks. The goods themselves must be protected against unauthorized access by third parties, ensuring a traceable and secure transport chain right up to the plane. But it's well worth the effort, as this status means that consignments by air are fast tracked. The special service saves valuable time for the customer.
18 Services UPDATE 3/18 The networked world demands openness, but also requires clever IT security Bodyguards for data flows Network security is vital for companies You are being attacked. Right now, while you are reading this. Constantly. Because your servers and your data are networked. What may be a blessing in this age of digitalization and Industrie 4.0, can also prove to be a disastrous gateway for data theft. Around 70 percent of companies and institutions that took part in the Cyber Security Survey 2017 published by the German Federal Office for Information Security (BSI) reported that they had already been the target of attacks. Half of the companies also fell victim to production stoppages. So it's not a matter of whether you will be attacked, but rather when. And what you can do to defend yourself against attacks. The radical method is to go the old- fashioned route: disconnect and unplug. However, physically disconnecting production networks from public networks is by no means an effective solution these days. Industrial processes require too much interaction with suppliers, customers or even internal IT systems. Even our familiar friend the firewall will not keep resourceful individuals out for long. This is why security experts rely on much more sophisticated methods these days. Time is crucial in the event of an attack. A professional, targeted attack or Advanced Persistent Threat (APT) typically has several phases. First, the attacker gains access to the network via a computer. Then they analyze the system environment, before finally further infiltrating the local IT infrastructure of the company. Monitoring with IRMA It is therefore vital to ensure that all devices and communication links are constantly monitored. Big brother can indeed be very useful! This is precisely where Phoenix Contact's solution for security appliances comes into play. With analysis of the current situation, implementation of jointly developed measures and permanent maintenance and optimization of the security level, customers receive comprehensive support from experienced contact partners throughout the entire life cycle of their industrial plant. The security solution used is called IRMA. This stands for Industry Risk Management Automation and was developed by our sales partner Videc Data Engineering. IRMA is based on a hardened version of a Linux application, which is supplied on an industrial PC such as
UPDATE 3/18 Services 19 the BL Rackmount from Phoenix Contact. Active operation of the plant does not have to be interrupted in order to integrate the solution. A mirror or SPAN port at the central network switch is sufficient and IRMA will soon be ready for use, with no configuration effort involved. Anything unusual is suspicious The system can be placed in different network segments of the plant, where it then automatically detects all assets and their communication links. Unlike other solutions, IRMA is completely passive and therefore does not impact the network performance of the application. In addition, certified production plants and processes do not need to be recertified. The information that is gathered is consolidated and sent to a dashboard where it is clearly displayed. This enables the user to track and evaluate all communication on a single interface. However, this isn't about sniffing out ordinary things, quite the opposite: once the associated assets and communication links have been validated, new devices and anomalies in the network are detected in real time by a target/actual comparison and reported immediately. An unusually high number of requests, higher data volumes, different access attempts? These are all symptoms that may signal an attack. This means that potential attacks can be identified in their preparation stage and prevented. IRMA also protects non-patchable systems like Windows NT/2000/XP, older controllers or OPC Classic applications. Bringing a little order to the system A welcome added benefit for all network operators: network structure plans no longer have to be created manually. IRMA will be able to handle this in future. Unwanted communication links are immediately visible and any misconfigurations in the network are identifiable. In addition, IT risk management processes can also be performed thanks to the integrated risk management feature. The information obtained from this not only provides transparency; its use also satisfies the essential requirements of many recognized security standards. However, even with integration in the IRMA system, things are far from over: IT security is a permanent challenge. While an attacker can target a specific vulnerability, the operator or defender of the plant must permanently monitor all possible gateways. Phoenix Contact “ Nowadays, security is vital to system availability.” Eugen Giesbrecht, Competence Center Services therefore provides additional support if needed with regular updates, monthly evaluations, and in the event of any queries regarding systemic messages. Practical training, on-site analysis of the plant by special security engineers, and individual recommendations for action are also part of the service portfolio. If the service measures are further supplemented by appropriate hardware, such as the FL mGuard security appliances from Phoenix Contact, these digital bodyguards will be ideally positioned to send attackers packing in no uncertain terms. ■ The DIN rail-mountable security routers are part of the hardware portfolio for IT security
20 Services UPDATE 3/18 In safe hands Behind the scenes with the safety hotline team If the yellow safety relays or controllers are triggered, the person is protected. But if there's an error in the system, machinery comes to a standstill. That's when help is needed and fast. Time to call the hotline. Anyone who thinks that people at the other end of a hotline are simply armed with a headset and are usually only interested in getting through the masses of calls from stressed customers rather than having the appropriate training to deal with their problems would be The expert hotline – what can't be resolved immediately will be replicated and tested in case of doubt truly astonished if they saw the “Safety” hotline team at Phoenix Contact. Granted, they do wear headsets. But where else would you find each desk equipped with complex control cabinet applications? Which other hotline performs test runs for full-scale tests on the wall? And has high-visibility safety jackets hanging by the door? One week of abstinence “We're all trained safety engineers,” explains 48-year-old Volker Lange, talking about the team he works in. Safety engineers are specialists who, among other things, assess the safety of machinery and also introduce modifications, if necessary. In addition, these experts are also familiar with all the relevant standards which must be observed in order to ensure the safety of machinery. But what may sound like a quiet workplace can quickly change into a hectic scenario. “We've had situations where colleagues have been picked up by helicopter and flown to the customer,” says Volker Lange, describing the far from dull work of the Competence Center Service. “But it's usually less dramatic than that,” he grins. “If we're out and about it's normally in an advisory capacity, for example supporting our sales colleagues on customer visits. Or we provide on-site assistance if a safety application runs into problems. We also provide support during startup following a brand new installation.” One of the four hotline team members is almost always out on a job somewhere. Every six weeks, Lange and his colleagues are on call for seven days straight together with the automation team. This provides cover outside of normal working hours. “When on call, I have my phone and laptop with me all the time.” For that week, Volker Lange can also be reached at night and at the weekend in an emergency. “There's no partying that week, after all I have to be fit and ready in case something crops up,” says the safety engineer, explaining the special circumstances of the job. When the customer rings twice “If someone rings the 24-hour hotline outside of office hours, they first get through to our answering service and leave a message describing the problem. The service then notifies me. This allows me the time to work on the issue before being contacted directly.” As Lange and his colleagues are responsible for all of Phoenix Contact's international subsidiaries, it's not uncommon for them to be contacted at
UPDATE 3/18 Services 21 Connected and rewired – Volker Lange is one of four experts running the safety hotline “ You have no idea how creative customers are when using our products to fit their requirements.“ Volker Lange, Safety Engineer combined with ours.” No wonder then that the office shared by Volker Lange and his colleagues looks more like an e-laboratory than your typical call center. And the jackets by the door? “If the machine still won't start and all attempts to correct the problem have failed, we grab our tools, measuring devices, and a selection of replacement parts and travel to the customer.” The headset will no longer be needed. But they will need the right attire for jobs away from their desk. The jackets are a reminder of the emergency response service offered by this special hotline. ■ night due to the time difference. “I start up the computer and log into our network. At first, the person at the other end of the line doesn't even realize where I actually am. And they're often taken aback when they hear that I'm sitting at the computer in the dead of night. But that's also how the service should appear.” What about the sleep depravation and impact on his health? Lange laughs: “It's not a concern, problems don't occur all that frequently. And our international customers in particular often also contact us by e-mail.” If a telephone consultation is not enough, the hotline experts can also access the customer's PC remotely if they wish. “This allows us to quickly identify the vast majority of errors and solve the problem,” explains Lange. Quickly on the job If things get more complicated, then equipment is also sometimes replicated in the office. The team has access to most safety modules in their own small storage area. This allows them to emulate and trace potential wiring or connection errors. “We also work with components from other manufacturers that are
22 UPDATE 3/18 Lights, camera, action – fi lms for industrial users are shot in the Blomberg video studio Moving operating instructions Why motion pictures are in the spotlight at Phoenix Contact These days, if you want to know how something works, you look for the appropriate video. After Google, YouTube is the most frequently used search engine worldwide. So it's quite fi tting that Phoenix Contact already has a long tradition in the movie studio. Bollywood in the heart of Blomberg: the company's in-house video studio has been in use since the early 1980s. Company director Klaus Eisert had the visionary foresight to support the eff orts of his then marketing director, who wanted to use video as a means to provide training to sales representatives worldwide. What began with bulky camera technology in long-forgotten U-matic format developed over the years into a professional video studio with the latest production methods. With the advent of digitalization, the technology used in the Blomberg fi lm studio was radically transformed once more. The huge control desk shrunk to a desktop-friendly size, cameras became lighter, and the technology ever more sophisticated. And it wasn't just the possibilities that kept growing, but also the audience. With the arrival of YouTube in 2005, streamed short videos became a global success. Explanatory video tutorials are not only conquering desktop and smartphone screens, but best of all they are now also appearing on the operating monitors of the devices themselves. Quick yes, dirty no Sven Heier and Jennifer Achilles make sure they capture “their” industrial printer, the Thermomark Prime, in the right light. In their respective roles of product manager and marketing manger, both are responsible for ensuring that the printer, part of the marking portfolio, fi nds its way to users and that those users are also able to reliably set it up and maintain it. And nowadays, short fi lmed operating instructions are increasingly helping in this respect. “In the early days, we even shot them with our mobile phones,“ recounts Sven Heier, smiling. “It had to be quick and uncomplicated, and swift help was important to our customers.” Wilhelm Schnittcher and Peter Jasche wince at these words. Quick and dirty? Both men are true fi lm professionals and have been with Phoenix Contact since the studio was established, witnessing every stage of technological innovation. While Wilhelm Schnittcher is usually
UPDATE 3/18 On site 23 found behind the camera, Peter Jasche operates the mixing desk and editing programs like a virtuoso. It is obvious that quality is of profound importance here. With “shaky videos” of Phoenix Contact products fi lmed with hand-held cameras spreading over the Internet, this quickly led to the realization that: “We need to support our colleagues and create tutorials faster.” The video studio at Phoenix Contact has also been producing tutorials since 2007. “We collaborate closely on these videos,” says Jennifer Achilles. Typically, she brings her latest printer into the studio twice a year on average. Thanks to well-rehearsed preparatory work and a proper storyboard, the shoot itself takes just one day, with editing then completed in one to three days. Consideration for our international audience “Around 80 percent of our videos work with text boxes and no spoken word. This makes them far more accessible to international users,” notes Wilhelm Schnittcher. A picture is worth a thousand words – especially if it is moving. “The videos shouldn't be longer than two minutes, otherwise the user will quickly click away,” says the video expert, explaining one of the keys to success. “However, it's not all about the number of clicks,” interjects product manager Sven Heier. “It's important to us that we help the customer. We don't think in terms of clicks, but rather focus on solving problems.” Thanks to smartphones, video is always close at hand and its popularity is still growing. Correspondingly, the number of tutorials and “ Worldwide, 400 hours of video material are uploaded every minute.” www.newsaktuell.de/youtube complete fi lm projects is increasing. “Last year we completed around 80 projects, 12 of which were tutorials with 40 individual fi lms. This year, we're already at 65 projects in total, and it's still only early summer,” says Peter Jasche. Phoenix Contact is constantly working on the further development of videos. Thanks to high-resolution displays, modern machines are themselves able to screen these moving operating guides. In this age of globalization, and with the added issue of the skills shortage and more complex machine technology, there are compelling arguments for us to further perfect the service that we provide. ■ Filming, sound, and editing – homemade mobile videos are no match for this type of quality Facts about YouTube • The fi rst YouTube video was uploaded on August 23, 2005 • Google quickly snapped up the newcomer for 1.65 billion US dollars in October 2005 • Now more than half of all views are via mobile devices • The most popular video at present has over 5.2 billion views (the music video “Despacito”) • YouTube is available in over 88 countries
24 Services UPDATE 3/18 Germany's largest EV charging station is located in a parking garage in Neckarsulm Pioneering work Advice extends far beyond our own products When it comes to E-Mobility, turn-key solutions won't be rolling off the assembly line any time soon – product managers Dirk Vogel and Thorsten Temme perform real development work for almost every inquiry. A packed house in Schieder: over 200 people accepted Phoenix Contact's invitation to attend the E-Mobility keynote presentation at the end of June. At the parking garage, a striking “ We're always totally up to date on all developments.” Thorsten Temme, E-Mobility Product Manager number of electric cars are rolling in almost silently. A colorful mix of engineers, politicians, planners, and enthusiasts gather in the assembly hall of the modern training center. There are plenty of fathers who have brought their sons along. Not necessarily the traditional clientele for the product managers at Phoenix Contact, who are more used to advising business customers than talking directly with end consumers. However, E-Mobility is not only a relatively new field, it is still marked by large gaps in knowledge, across all areas. “We've even had inquiries about the best electric car or a private charging station,” says Dirk Vogel. “We simply want to share knowledge in the region.” The 52-year-old is responsible for the software for the charging infrastructure and has specialized in electromobility for the past eight years. Thorsten Temme has been working in this field since 2008 and was already on board when the E-Mobility unit was established in 2013. The electrical engineering graduate is not only a product manager for controllers, but also represents Phoenix Contact in standardization committees for connectors, controllers, and charging technology. “Not only is it very exiting for us, but it's also valuable for our customers. It means that we're always totally up to date on all future developments in this area.” Germany's largest EV charging station “We're helping our customers on their way to E-Mobility,” says Dirk Vogel, describing his role. “The normal inquiries we receive are to do with the development of charging stations, such as in parking garages or as part of energy farms. That
UPDATE 3/18 Services 25 includes both AC charging stations as well as significantly faster DC charging stations, where the powerful battery charger is integrated and then connected directly to the drive battery of the electric vehicle during the charging process.” the EV-RCM DC residual current monitoring solution. This achieves a high level of availability and provides a straightforward and flexible service. Once the user has been identified, the charging processes can be enabled. The charging Thorsten Temme adds: “Our customers cover the entire spectrum from switchgear manufacturers and installation companies to system integrators. We also frequently hear from companies that fit out parking facilities or build solar systems.” As an example, the 48-year-old engineer describes one of their recent orders: “The Bechtle IT System House in Neckarsulm wanted to have 50 charging points installed for the company's electric vehicles in the newly built parking garage at the company site. A large photovoltaic system is installed on the roof, which feeds in electricity. Bechtle chose general contractor Goldbeck for the job. They in turn sought the services of parking guidance specialist RTB, based in Bad Lippspringe, who used their own control systems as well as the ‘Kormo’ charging system.” And they drew on the specialist knowledge of the experts at Phoenix Contact. “In this instance, we chose the EV Charge Control Basic charging controller, combined with “ We're helping our custo- mers on their way to E-Mobility.” Dirk Vogel, E-Mobility Product Manager power can vary depending on the rooftop solar system. And the charging process can be billed in compliance with calibration regulations.” Thanks to the system's interfaces, the charging infrastructure has been connected to the control engineering of the parking garage, so that employees can also be directed to an unoccupied charging station on entry. “When it comes to E-Mobility, no two projects are alike. We are also still learning, creating innovative and exciting solutions together with customers and our sales representatives,” explains Dirk Vogel. ■ E-Mobility project business involves teamwork, both internally with colleagues and with customers