1st International Conference on Collaborative Computing: Networking, Applications and Worksharing

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
Tanja Klostermann1,*, Dieter Spath1
  • 1: Fraunhofer-Institut für Arbeitswirtschaft und Organisation IAO
*Contact email: Tanja.Klostermann@iao.fraunhofer.de

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.