Shanghai Mitsubishi Elevator: Connecting millions of elevators, users, and employees with DingTalk

​

🧀 About Shanghai Mitsubishi Elevator

---

Founded in January 1987, Shanghai Mitsubishi Elevator Co., Ltd. is a joint venture between Shanghai Mechanical & Electrical Industry Co., Ltd. and Mitsubishi Electric Corporation of Japan, together with two other partners. A large Chinese-Japanese joint-venture elevator Company controlled and managed by the Chinese side. Ranked among China’s Top 500 Machinery Manufacturers and Top 500 Foreign-Invested Enterprises. One of the Top 10 Companies in Core Competitiveness in China’s Machinery Industry. View the attachment “about.mp4” in DingTalk Docs.

​

🧀 About the speaker

---

Hi everyone, I’m Xie Jing. I currently work in the Information Department at Shanghai Mitsubishi Elevator, responsible for information systems development and digital product R&D. If project management is like sculpting a work of art, then project management tools are the sculpting instruments. Mastering these tools not only makes project management far more efficient, but also delivers a higher-quality finished product.

​

🧀 About Shanghai Mitsubishi Elevator and the elevator industry

---

Characteristics of the elevator industry

• Closely tied to economic development, especially urbanization.
• High safety requirements.
• Diverse demand.
• Components are partially prefabricated at the factory, then installed, debugged, and accepted on site.
• Huge market potential for after-sales service and maintenance.

---

Strategic priorities of Shanghai Mitsubishi

• Emphasize the application of new technologies such as IT and intelligent technology across product design, manufacturing, full-lifecycle marketing and service, and management.
• Emphasize business model innovation. Drive smart elevator and secondary marketing innovations powered by IoT and AI. Accelerate elevator modernization and renovation. Expand new B2C businesses such as one-stop installation and home elevators.
• Emphasize operational model innovation. Break through bottlenecks in export products, production planning, installation, and maintenance to lead the industry.
• Emphasize management model innovation and systematize the Shanghai Mitsubishi management methodology, fully leveraging management as a driver of growth.

​

🧀 Digitalization during the pandemic

​

🧀 Connecting with Alibaba

The value of remote elevator monitoring Powered by the cloud platform, 5G, and elevator IoT technology, the system monitors elevator operations in real time, providing 24/7 monitoring to ensure passenger safety. Real-time fault diagnosis – Emergency Repair Toolkit By integrating cutting-edge technologies such as edge computing, smart sensors, elevator IoT, and AI, the system enables remote diagnosis of elevator faults, improves the efficiency of on-site emergency repair staff, and reduces downtime for customers. Predictive maintenance – Maintenance Toolkit Drawing on vast amounts of elevator IoT Data, the system analyzes and predicts degradation trends in critical elevator parts and assesses future health status. Through optimized maintenance planning, potential faults are addressed in advance.

​

🧀 IPD integrated product development and project management

​

🧀 Knowledge management

Using the DingTalk Q&A Bot Knowledge management

• For Important or complex products and projects, the headquarters’ project lead or product lead organizes HQ experts to contribute Knowledge Bases and resources, and to compile a large set of Q&A pairs as the initial Q&A knowledge base for the Bot.
• After the Q&A Bot goes live, it typically takes six months to a year of continuous refinement.

DingTalk Q&A Bot

• The Q&A Bot provides technical consulting services to frontline Employee Colleagues nationwide.
• When the Q&A Bot cannot answer a question, the conversation can be routed to a human agent for live technical support.

Combining knowledge management with the Q&A Bot enables continuous knowledge Updates and optimization. By regularly reviewing the corpus of Bot-user interactions and analyzing the distribution of unanswered questions, user needs and knowledge gaps can be promptly fed back to the knowledge management system (the expert Group). The expert Group can then continuously Update and optimize the Knowledge Base and resources to better meet user needs and improve service quality. DingTalk’s Employee Service Desk provides excellent review tools, and corpus Data can be Exported and analyzed with Tableau for more targeted reviews.

​

🧀 Flexible feature combinations

​

Only 10 minutes to build: closed-loop Feedback management for the Linglinguanjia App (App + Teambition)

​

Tiered push and management of elevator IoT messages (IoT + message Cards + DingTalk App)

How tiered push works: When a device reports a non-urgent but noteworthy fault, an alert is promptly pushed to on-site staff, who decide whether intervention is needed. Managers can view the summary dashboard to understand the overall status and reduce the likelihood of elevator failures. On-site staff receive message Cards in real time and can take action, and on-site managers can view tiered push status for the elevators under their supervision.

​

Elevator fault management and automatic ticket creation (IoT + DingTalk Docs + Teambition)

For new products and technologies within the Company, problem tracking is Important yet difficult to observe. IoT technology intelligently detects issues, captures on-site fault information, and dispatches work orders to the relevant owners. Information is supplemented through DingTalk Docs and Spreadsheet APIs, and the work order workflow is managed with Teambition.

​

8D-FRACAS (Teambition + DingTalk Docs)

When a technical support ticket or warranty ticket inside the Company needs to be escalated to the Technology Center, it is managed through the “FRACAS process based on the 8D report.” Teambition manages process nodes and Approvals, and DingTalk Docs captures the resulting knowledge.

​

🧀 SMEC Open digital consulting services