Mobile Servicewelten im Maschinenbau

On the one hand, this book is an inventory of excellent service. It shows how leading companies in the German mechanical and plant engineering sector have strategically aligned their international service organization and which services they successfully offer on the market today.
This knowledge is supplemented by a detailed service reference process and exemplary IT support. The publication thus offers a guide for the strategic and operational organization of service. On the other hand, this book is an outlook. It shows how service can be further improved with the help of RFID technology.

Contents:
1 International service in mechanical engineering
2 Reference model for after-sales service in mechanical engineering
2.1 Definition of a reference model
2.2 Possible uses of a reference model
2.2.1 Development and optimization of a specific process model
2.2.2 Comparison with other processes
2.2.3 Technology introduction
2.3 After-sales service reference model at a glance
2.3.1 Service hotline
2.3.2 Teleservice
2.3.3 On-site service
2.3.4 Spare parts service
2.3.5 Service controlling
2.4 Players in the reference process
3 IT support in after-sales service with CRM machine construction
4 Mobile technologies in on-site service
4.2 RFID in on-site service
4.2.1 RFID - the technological arsenal and its limits
4.2.1.1 How RFID works
4.2.1.2 Distinguishing features
4.2.1.3 Advantages and disadvantages compared to existing Auto-ID technologies
4.2.1.4 Functional value of RFID4
4.2.1.5 Potential benefits of RFID technologies
4.2.2 RFID fields of application in mechanical engineering service
4.2.2.1 Tool identification
4.2.2.2 Workpiece identification
4.2.2.3 Plagiarism protection
4.2.2.4 Condition monitoring
4.2.2.2.5 Construction site logistics
4.2.2.6 Technician authentication
4.2.2.7 Documentation management
4.2.2.8 Service containers
4.2.2.9 Configuration management
4.2.2.10 Maintenance
4.2.2.11 Selection of economic use cases
4.3 Exemplary elaboration of selected use cases
4.3.1 Technology selection
4.3.1.1 Requirements for RFID technology from the service perspective
4.3.1.2 Prerequisites for the introduction of RFID
4.3.1.3 Technology selection
4.3.2 Maintenance - Automated catalog management
4.3.3 Intelligent service container
5 Mobile service in practice
6 Challenges and success factors

Authors:
Rainer Bamberger, Anne König, Alexander Pflaum