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Process-oriented information modeling and exchange paradigm for the support of complex after sales services with mobile technologies - A case study in the German Machine and Plant Construction industry

Nadine Blinn; Markus Nüttgens; Thorsten Dollmann; Oliver Thomas; Peter Loos; Michael Schlicker
In: Ho-fung Leung; Dickson K.W. Chiu; Patrick C.K. Hung (Hrsg.). Service Intelligence and Service Science: Evolutionary Technologies and Challenges. Pages 227-244, ISBN 9781615208197, IGI Global, 2011.


As technical products become more complex, the related technical customer services also do. The required information to accomplish technical customer services are dynamic, complex and at the same time business critical for the success of the services. This chapter deals with the process-oriented integration of product development and service documentation for the support of technical customer services (TCS) in machine and plant construction, illustrated on the example of the heating, air conditioning and sanitary engineering (HAS) branch. Both using mobile application systems and creating a product service system can increase the efficiency of procedures in service provision. The development and provision of the product service system calls for an interdisciplinary perspective. The problem, as well as the solution on the basis of hybrid added value, the structure of the product service system, the IT-concept and the implementation of the service process modeling will be discussed in detail in this article. In conclusion, the concept presented here will be explained in a practical use case.