NDLI: Design of a feedback control system for the optimization of technical customer service collaboration processes

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Design of a feedback control system for the optimization of technical customer service collaboration processes

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Design of a feedback control system for the optimization of technical customer service collaboration processes

Content Provider	IEEE Xplore Digital Library
Author	Klostermann, T. Spath, D.
Copyright Year	2005
Description	Author affiliation: Fraunhofer-Inst. fur Arbeitswirtschaft und Organ. (Klostermann, T.; Spath, D.)
Abstract	The technical customer service is characterized by disproportional turnovers in manufacturing industries. Thus an approach for the iterative and sustainable optimization of services gains in importance. Considering high-performance collaboration networks in production, the approach has to target internal and interfirm collaborations between manufacturers, suppliers and customers, including suitable ICT. So far, there is no holistic optimization system including the design and iterative improvement of technical customer services within collaboration networks. The paper describes the design of a feedback control system in order to optimize those service collaborations dynamically. It transfers closed loop mechanisms of a generic feedback control system to collaboration service processes and describes the required ICT. A scenario developed within a research project demonstrates the approach and its results
Sponsorship	IEEE Comput. Soc. IEEE, Create-Net the Int. Commun. Sci. and Technol. Assoc. ICST
File Size	1268799
File Format	PDF
ISBN	1424400309
DOI	10.1109/COLCOM.2005.1651250
Language	English
Publisher	Institute of Electrical and Electronics Engineers, Inc. (IEEE)
Publisher Date	2005-12-19
Publisher Place	USA
Access Restriction	Subscribed
Rights Holder	Institute of Electrical and Electronics Engineers, Inc. (IEEE)
Subject Keyword	Production systems Optimization methods Marketing and sales Feedback control Customer service Manufacturing Online Communities/Technical Collaboration Preventive maintenance Design optimization Business
Content Type	Text
Resource Type	Article

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