Research Article
Design of a feedback control system for the optimization of technical customer service collaboration processes
@INPROCEEDINGS{10.1109/COLCOM.2005.1651250, author={Tanja Klostermann and Dieter Spath}, title={Design of a feedback control system for the optimization of technical customer service collaboration processes}, proceedings={1st International Conference on Collaborative Computing: Networking, Applications and Worksharing}, publisher={IEEE}, proceedings_a={COLLABORATECOM}, year={2006}, month={7}, keywords={Business Customer service Design optimization Feedback control Manufacturing Marketing and sales Online Communities/Technical Collaboration Optimization methods Preventive maintenance Production systems}, doi={10.1109/COLCOM.2005.1651250} }- Tanja Klostermann
Dieter Spath
Year: 2006
Design of a feedback control system for the optimization of technical customer service collaboration processes
COLLABORATECOM
IEEE
DOI: 10.1109/COLCOM.2005.1651250
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.