T. Klostermann and E.O.K. Zhan
Technical Customer Service, collaboration, control based service optimization
The production industry is characterized by an increasing market of services offered complementary to the related core machinery and equipment. In addition, there is a rising tendency of inter- departmental and inter-firm collaborations in order to be more competitive in the market. New approaches to a control based optimization methodology offer an opportunity to increase the effectiveness and efficiency of collaboration services in production networks. The paper describes the design of a suitable collaboration platform and the design of a feedback control system for the dynamic optimization of a Technical Customer Service. In such a manner, the success factors cost, time, and quality could be optimized iteratively, adapting a feedback control mechanism that is designed in the paper. A scenario, validated within a German funded research project demonstrates the optimization approach applied to the collaboration platform. Critical factors found in the design and application of the control system are discussed, and main results and further research activities are summarized at the end of the paper.
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