Fujitec’s DX

New management strategy centered around digitalization promises to propel Japanese OEM into the future. 

by Kenji Tomooka
images courtesy of Fujitec

Vertical-transportation (VT) OEM Fujitec is implementing a new management strategy in accordance with its “Continuity and Change” philosophy. “Safety & Reliability” is one of the concepts that constitute “Continuity,” the fundamental quality Fujitec will continue to pursue both now and in the future. Fujitec’s DX is aimed at contributing to the “Safety & Security” concept. The company is promoting its DX efforts based on the concept of “change” — in other words, innovative initiatives designed to create a “new Fujitec” focused on updating products, services and business processes by making use of ever-evolving digital technology.

Fujitec’s DX vision is to realize a digital twin — a mirror image of the real world expressed in digital form — that makes it possible to simulate reality, as well as collect and optimize data in real time. As this allows for efficient monitoring and projection, the company aims to utilize the technology to enhance the customer experience by virtually linking products and services — including maintenance and repair, relevant employees and customers — together on the same platform.

DX Promotion Strategy for Achieving Mid-Term Management Plan “Move On 5”

Fujitec believes there are two major areas where the experience itself can be digitally improved through business transformation. The first area is about transforming and enhancing the customer experience. This involves understanding VT systems’ intended users, improving customer profiling and diversifying services to cater to different types of users. For instance, Fujitec offers Elemori, a web-based free service that allows building managers to check operational status and other information on their computers and smartphones. The company is looking to expand its information provision services using social tools that enable elevator and escalator users to periodically check inspection information and disaster recovery information from their smartphones.

The second area pertains to the transformation of the corporate and employee experience. This means taking a bird’s-eye view of the multiple layers of technology, processes, systems and culture to resolve bottlenecks. Simply changing information technology (IT) systems isn’t sufficient; Fujitec is creating more opportunities for its employees to leverage digital tools on their own to ensure business improvement and growth. The company hopes that, by improving employees’ work quality and productivity, it can offer even better customer service.

For example, when Fujitec launched a company-wide paperless initiative, it had internal procedures and regulations that necessitated the use of seals, alongside the corporate culture that viewed seal impressions as essential for maintaining proper politeness. Thus, it undertook a thorough transformation of these through the application of Business Process Reengineering (BPR). Given that the mindset of employees significantly influences this kind of BPR, Fujitec prioritized the education and awareness of its workforce when implementing the initiative.

Fujitec is also focused on strengthening governance to ensure the ongoing success of its core security business. To achieve the goals of the mid-term management plan “Move On 5,” Fujitec will promote DX not only within the domestic market, but also throughout its global operations.

DX Promotion and Organizational Framework

At Fujitec, the Digital Innovation division is responsible for promoting DX. The division is composed of an IT R&D department responsible for R&D functions; an Information Systems department, which responsible for the development and operation of IT systems; a Process Management department, which is responsible for business innovation; and an Information Security Control Office. We built many of our core systems in-house and consider this one of our strengths. Fujitec is committed to advancing the skills of its in-house engineers to reinforce this strength.

Information Security Framework

The Information Security Committee, for which the Information Security Management Office serves as secretariat, established security policies and standards to protect information assets by maintaining and improving the security of the Fujitec operation. The committee also examines and deliberates on the use, handling and management of information networks, systems and devices to offer guidance, education and initiatives aimed at raising awareness. Specifically, in order to strengthen the group’s business infrastructure and improve its security levels, the committee provides information security training based on examples of security incidents and cyberattacks from outside the company, conducts drills in which all employees in Japan are sent mock e-mails simulating hypothetical attacks and carries out information security audits of Fujitec’s global operations. 

Furthermore, Fujitec has organized and put in place the Computer Security Incident Response Team (CSIRT) to respond to information security incidents and accidents. The CSIRT is also responsible for conducting security awareness-raising activities during normal times, investigating contingencies, analyzing causes, implementing recovery measures and liaising with internal and external stakeholders. The company will adapt these systems to the rapidly changing business environment and digital technology to operate its business in a manner that can make its stakeholders feel more secure.

Education and HR Development for DX

Fujitec fosters a corporate culture that puts into practice value creation, productivity improvement and communication revitalization by enhancing recruitment and strengthening the development of human resources (HR), or individuals, who proactively promote DX by making use of data and digital technology. Here are four specific examples:

1. “Wednesday YOU GOTTA Seminar,” an online webinar open to all employees. Fujitec also provides learning opportunities for those who wish to participate, including hands-on training on common digital skills such as generative AI and robotic process automation (RPA).
2. A training program designed to develop digital skills customized for different job roles and years of service, including field training that utilizes smart glasses as part of the curriculum
3. An internal learning community called Manabi Innovation, planned and operated as a place to foster employee development through communication and co-creation that transcends organizational barriers, including voluntary workshops and networking events aimed at improving business processes
4. Annual IT literacy and information security tests to assess skills and raise learning awareness

Examples of DX initiatives

Enhancement of Customer Service

Launch of Elemori, a Web-Based Service for Customers

In 2022, Fujitec began offering Elemori, a web-based service that allows customers (building managers) to check the operational status of elevators and escalators via computer or smartphone. This service is offered free of charge to customers who sign maintenance contracts with us, allowing them to monitor their facilities regardless of time or location. Major functions include visualization of operational status, remote operation setting, display of inspection reports and confirmation of scheduled inspection dates.

Fujitec intends to further broaden the range of service offerings so users can check other types of information through social tools, including updates on restoration efforts in the event of a disaster, details about outages caused by routine inspections during normal times and delivery history.

Strengthening Overseas Deployment of Remote-Monitoring System

Fujitec is strengthening the overseas development of its remote-monitoring system that can monitor elevator performance from a distance, which the company has so far actively deployed only in Japan. Currently, the company is vigorously developing a system that enables real-time remote monitoring by saving data from the elevator’s communication modem in Amazon Web Services (AWS). In 2024, Fujitec became the first Japanese manufacturer certified under the standards for elevator maintenance through remote monitoring, a program promoted by the Singapore government.

Evolution of the Integrated Map System “All on Maps”

Launched in 2015, the award-winning “All on Maps” is a platform designed to enable users to effortlessly explore data from multiple internal systems by using maps as an interface. Through this platform, Fujitec has strengthened functionalities aimed at ensuring “Safety & Reliability.” All on Maps includes coordination with the maintenance staff safety verification system and the disaster response system, as well as the AI-based automatic route search function during wide-area disasters and breakdowns. In the future, the company aims to further advance “Safety & Reliability” by linking data to weather and map information on flooding and lightning strikes to notify maintenance personnel in charge of properties where their elevators are expected to be shut down, in turn hastening initial response.

Active Use of Big Data

To improve the efficiency of elevator maintenance, Fujitec developed an application that speeds up the malfunction response process by analyzing past malfunction response data and informing the person in charge of appropriate actions to be taken. This helps younger employees develop response capabilities comparable to those of experienced staff and improves overall operational effectiveness. Pilot operations began in the Kinki region of Japan in 2019. The company is now promoting efforts to improve forecast accuracy for further utilization of the application in the field.

Maintenance and Education Using Smart Glasses

Fujitec employees use smart glasses to remotely perform part of safety patrol, a process to audit maintenance sites (ELEVATOR WORLD, February 2023). With smart glasses, field engineers can relay hands-free video footage of the ongoing work, enabling technical experts to provide real-time guidance to the field from the office via video call. This reduces technical experts’ travel time and increases the frequency of safety patrols. These glasses are also used to develop younger technical staff by serving as a tool for technical experts to provide work tips at maintenance training sessions.

Elevator–Robot Coordination

Fujitec has been developing a technology that enables robots to move autonomously across different floors using elevators while conducting proving tests and offering services in multiple facilities. Furthermore, to improve operational efficiency, Fujitec has deployed robots in its own offices since 2023 for delivering documents and transporting plant parts. This elevator–robot coordination technology conforms to a common standard, allowing diverse types of robots to seamlessly interface with elevators. Fujitec is committed to expanding the possibilities of services provided by robots to realize more comfortable and safer mobility.

Designing Elevators Using a 3D Simulator

Fujitec launched the Elevator 3D Design Simulator in 2019. This allows customers to visually check an elevator design in a three-dimensional form, enabling them to design or select a design with a more concrete image in mind. The simulator is available online and allows users to experiment with a variety of design options.

Improvement and Internalization of Business Processes

Use of Generative AI 

In 2023, the company introduced Fujitec Gen GPI, a generative AI service for internal use. As of September 2024, more than 1,000 employees were utilizing the service. Being connected to ChatGPT and other AI chatbots via a business chat tool, Fujitec Gen GPI can be used securely without the risk of unauthorized secondary usage of the information entered into it. As a result, it is now used by a number of employees in the course of their work to improve productivity.

Currently, the company is expanding the use of generative AI chatbots as on-site assistants — starting with IT help desk support for employees — by having AI chatbots learn inquiry response history, business rules and manuals, mission-critical system data and other in-house expertise.

Promotion of Paperless Operations

Fujitec added new paperless functions to Elemori, the free web-based service that allows customers (building managers) to check elevator performance and other information on their computers and smartphones. By computerizing the paper-based approval seal-affixing process for periodic inspection/check reports and periodic inspection logs, Fujitec succeeded in achieving easy access to the information and reducing the administrative burden. Furthermore, the company revamped workflow that required primarily paper-based internal applications into a service that can be easily put online by employees, while holding explanatory meetings and development training for employees. A number of employees from various departments participate in this initiative.

Business Process Automation Using RPA

As part of the company’s work style reform, it introduced RPA in 2019 with the aim of automating routine work, mainly in the elevator and escalator business divisions. As of September 2024, more than 130 business processes had been automated. Those in charge of the operations to be automated take the initiative in development. The IT division backs up development, including by conducting online training sessions for them. This contributes to the creation of a workplace dedicated to creative, high value-added work.

Use of Business Intelligence (BI)

Among Fujitec’s efforts to reduce environmental impact is an in-house system designed to measure and visualize the amount of electricity used in real time. The company is using the system at Big Step, its R&D and production base for escalators. The company installed special equipment within the facility to create a power consumption database and achieved visualization of the amount of electricity consumed by making use of visualization tools. The measurement data is refreshed every 5 min, allowing users to see cumulative electricity usage on a computer or a large-sized monitor in their office. Electricity consumption can be displayed by the hour, day of the week or area on a map. This facilitates analysis of the relationship between power usage and business processes, helping identify problems and improve operations.

Certified by METI as a DX-Certified Operator

In 2023, the company was certified as a DX-certified operator under the DX Certification System established by Japan’s Ministry of Economy, Trade and Industry (METI). Fujitec is promoting DX in all areas and working toward realizing a digital twin, including through all the initiatives previously discussed.

FY2020 (the 38th) IT Award in the Customer/Business Function Category

In 2015, Fujitec launched All on Maps, the platform designed to enable users to effortlessly explore data from multiple internal systems using maps as an interface. By linking existing in-house systems and disaster and other data with the Google Maps Application Programming Interface, the company made it possible to refer to various types of information — including elevator specifications, maintenance history, drawings and technical data — in a secure manner, irrespective of time and place, from icons displayed on the map to indicate the location of properties with VT equipment delivered by Fujitec. In 2017, the company began offering the service through a smartphone app to make it a more user-friendly tool for field work. In 2019, the company built a recovery support system that uses AI to advise and notify field staff of the most appropriate dispatch arrangements when a large number of elevators are shut down due to a wide-area disaster. This helps minimize post-disaster initial response and overall recovery time. In recognition of these efforts, the Company received the Fiscal Year (FY) 2020 (38th) IT Award (customer and business function category), which is presented by the Japan Institute of Information Technology.