“TeleService” a customer-oriented and efficient service?

Küssel, R; Liestmann, Volker; Spiess, M; Stich, Volker

doi:10.1016/s0924-0136(00)00727-5

Cited by 30 publications

(34 citation statements)

References 1 publication

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“…Smart services use many opposing definitions and terminologies (Klein, 2017), such as 'teleservice' (Borgmeier, 2002;Küssel, Liestmann, Spiess, & Stich, 2000), 'tele-maintenance' (Garcia, Guyennet, Lapayre, & Zerhouni, 2004), 'telematics' (Chatterjee, Greenberg, Jones, Kaas, & Wojcik, 2001), 'e-service' (Rowley, 2006), 'e-maintenance' (Levrat, Iung, & Crespo Marquez, 2008) or some variations, combinations or adaptions using the term 'remote', such as 'RRDM (Remote Repair, Diagnostics and Maintenance)' (Biehl, Prater, & McIntyre, 2004). According to Klein (2017), the term 'smart service' has gained popularity more recently.…”

Section: Smart Servicesmentioning

confidence: 99%

“…Smart services offer a lot of benefits for manufacturing companies as service providers and also for their customers. Services are more competitive, offer new sources of revenue, higher margins, and considerable cost savings (Küssel et al, 2000). In addition to monetary benefits, smart services can offer a variety of non-monetary benefits.…”

Section: Smart Servicesmentioning

confidence: 99%

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Collaboration in Smart Services – The Right Way to Go?

Kaňovská

2018

10th International Scientific Conference “Business and Management 2018”

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Many current manufacturers provide not only tangible products to their customers, but also services which are accompanying their products. Moreover, manufacturers add smart services to their service offerings. Applying the change toward smart services is not easy, especially in SMEs where many of businesses struggle with lack of money, insufficient digital technologies or unskilled employees. The aim of the study mentioned in this paper explores current situation in SMEs and their attitudes related to collaboration with other subjects on their markets. To address the research objective, a qualitative multi-case study was conducted among seven Czech electrotechnical SMEs, which have already started with smart service development. The findings can indicate two approaches of collaboration based mostly on the owners’ enthusiasm for smart services, management’s age and the length of running their business. The study is unique in highlighting the problems of smart services in SMEs in the Czech Republic, where the industrial sector is still dominant in comparison to other European countries.

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Section: Smart Servicesmentioning

confidence: 99%

Section: Smart Servicesmentioning

confidence: 99%

Collaboration in Smart Services – The Right Way to Go?

Kaňovská

2018

10th International Scientific Conference “Business and Management 2018”

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“…Many benefits could be obtained from smart services offering for manufacturers as service providers and also for their customers. Smart services are more competitive, offer new sources of revenue, higher margins, and considerable cost savings (Küssel et al, 2000). Not only monetary benefits could be use from smart services, but also variety of non-monetary benefits, such as the opportunity to learn from customers, establishing a basis for research and development, sales or marketing activities (Laine, Paranko and Suomala, 2010).…”

Section: Introductionmentioning

confidence: 99%

Capabilities for smart services in manufacturing companies

Kaňovská¹

2020

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A lot of manufacturing companies supply their tangible products accompanied with suitable services to their customers. Currently also smart services are being added to their service offerings. Applying the change toward smart services is not easy, especially in SMEs where many of businesses fight with lack of money, insufficient digital technologies or unskilled employees. The aim of the paper is focused on significant capabilities of SMEs, which are crucial for smart service provision in manufacturing companies. To fulfil the research aim, a qualitative multi-case study was conducted among seven Czech electrotechnical SMEs, which have already started with smart service development. The findings show that respondents consider wide range of possible capabilities, which could be divided into three main categories, such as technical equipment, internal readiness and knowledge and involvement of customers.

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“…So, one challenge today of industrial enterprise is to maintain with its consumers, the expected service of its product during the whole product life cycle, no matter where the product is located (Schilling, 2000). Indeed, customers do not only expect a very high quality of product from the manufacturer but also a very high quality and effective service (Küssel, et al, 2000). That means, to operate the maintenance of its equipment out of the hands of the users, sale its service with the products, and achieve near-zero-downtime ability to its products and systems (Koc and Lee, 2002).…”

Section: Introductionmentioning

confidence: 99%

“…The objective of E-Service is to provide the industrial enterprise with abilities of behaviour assessment and performance degradation evaluation, knowledge learning and system failure recovery, and collaborative maintenance to their process and product so as to provide high quality, low cost, timely responsive, and globally available service to customers, normally under some kinds of constraint and in a remote way. (Küssel, et al, 2000) proposes to characterise Tele-service (vs. E-service) using three main criteria: -Geographical distance between the customer and the supplier. It implies that a supplier who is spatially separated from the customer provides the service.…”

Section: Introductionmentioning

confidence: 99%

A multi-agents based E-maintenance system with case-based reasoning decision support

Yu¹,

Iung²,

Panetto³

2003

Engineering Applications of Artificial Intelligence

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Today, one challenge of a manufacturer is to maintain with the consumer, the expected service of the supplied product during the whole product life cycle, no matter where the product and the consumer are located. The combination of modern information processing and communication tools, commonly referred to as Tele-service, offers the technical support required to implement this remote service maintenance. However, this technical support is insufficient to face new remote maintenance decision-makings which requires not only informational exchanges between customers and suppliers but also cooperation and negotiation based on the sharing of different complementary and/or contradictory knowledge. It requires an evolution from Tele-service to E-service and e-Maintenance in particular where the maintenance decision-making results from collaboration of maintenance processes and experts to form a DAI environment. For this purpose, a Problem-Oriented Multi-Agent-Based E-Service System (POMAESS) is introduced in this paper. The protocol of negotiation for multi agents and the CBR-based decision support function within this system are discussed, emphasised at the service maintenance problem solving. A prototype system based on these methodologies is developed to demonstrate the feasibility.

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“TeleService” a customer-oriented and efficient service?

Cited by 30 publications

References 1 publication

Collaboration in Smart Services – The Right Way to Go?

Collaboration in Smart Services – The Right Way to Go?

Capabilities for smart services in manufacturing companies

A multi-agents based E-maintenance system with case-based reasoning decision support

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