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Framework for the Integration of Service and Technology Strategies

By E. Jühling, M. Torney, C. Herrmann and K. Dröder

Abstract

After sales service is a highly profitable business for manufacturers of technology-driven products. Due to this fact competitors want to share in high profit margins. At the same time after sales business has to deal with an increasing range of variants of products and technologies, shorter life cycles and changing customer demands. In spite of these manifold challenges, often neither after sales departments are involved in the early product development stage nor are customer demands and technical parameters considered in the service development processes entirely. Therefore an integration of service and technology strategies is necessary. This paper presents a framework for this integration that visualises the complex interdependencies and interfaces between service as well as product and motor vehicle workshop technologies.Organised by: Cranfield UniversityMori Seiki – The Machine Tool Compan

Topics: Service Engineering, Technology Roadmapping, Automotive After Sales
Publisher: Cranfield University Press
Year: 2009
OAI identifier: oai:dspace.lib.cranfield.ac.uk:1826/3813
Provided by: Cranfield CERES

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