E-Service-Support im Maschinen- und Anlagenbau

VDMA 2002
298 pages


In his dissertation, which was accepted in St. Gallen, Mr. Körner examines the marketing of services in mechanical engineering that are enabled and provided by information technology.
This thesis answers the following questions:
- What are the components of e-service support and what is its status in mechanical and plant engineering?
- How can e-service support be developed as a strategic success factor for machinery and plant manufacturers?
- How can e-service support be successfully designed as part of an integrated service system?
- How can critical success factors (configuration, commercialization, communication, competence and cooperation) be designed in the best possible way?

The reader learns how to avoid the following typical mistakes:
- Unclear benefit potentials / lack of strategic orientation
- Lack of profitability analysis - Insufficient configuration of e-services
- Commercialization and communication deficits
- Missing / unclear competence and lack of cooperation concepts A.

Contents:
- Basics of e-Service
- Strategic importance of e-Service
- Service configuration
- Commercialization and communication
- Competence and cooperation
- Case studies on e-Service support