Open Access

Remote services are services enabled by information and communication components and therefore do not require the physical presence of a service technician at the service object to provide a task. The impact of remote service on the capital goods industry has been increasingly significant over the recent yeas. Still many companies struggle with developing and implemenling successful business model, for remote service. This leads to a lot of unaccomplished benefits for the customer as well as for the companies themselves. A survey throughout companies in Ihe industrial machine and plant production sector was conducted in order to determine what successful companies do differently from those that cannot efficiently implement remote service business models. The study presented in this chapter identifies key suceess factors of companies that effectively implemented remote services for their products. In order to identify the successful companies a scale for measuring remote service success was developed. Only by the use of this scale further findings regarding the success factors were possible. Key findings include the fact that successful companies actively market their remotle service to their customers. Generally they try to approach their remote service business from the operating company's perspective.

This paper presents a simulation approach for service production processes on the basis of which an optimal operating point for service systems can be identified. The approach specifically takes into account the characteristics of human behavior. The simulation is based on a system theory approach to the service delivery process. A specific use case of the simulation approach is presented in detail to illustrate how characteristic curves are deduced and an optimal operating point is obtained.

Today, machine manufacturers generate a significant share of their revenues with the provision of services. At the same time, they are confronted with the challenge of adopting of Industrie 4.0. One of the most important Industrie 4.0 concepts is the idea of the digital shadow, which contributes to the comprehensive structuring of different kinds of data from different data sources. It can be defined as the sufficiently precise, digital representation of reality in real-time. Thus, it also functions as a database of the considered area of a company that can be used for numerous applications. It serves as a central platform for the aggregation and distribution of data. Thereby, it helps to open isolated data silos. A system architecture that enables extraction of data from various sources and the aggregation of that data is an important prerequisite for the digital shadow. In addition, the merger of data from different sources requires a model of the part of the company to be mapped digitally. In this paper, we focus on maintenance, repair and overhaul (MRO) services of machine manufacturers. The scope comprises the whole order processing of a service including the utilized resources and the obtained results. MRO services and their single elements are mapped and structured using a case study research in a first step. Those elements provide a basis for designing the digital shadow. A second contribution of this paper is a data model for the digital shadow of MRO services that entails a comprehensive representation of that department.

This chapter examines the question of the contribution of smart services for companies and the implications this has for the management of these business models. The chapter starts by outlining the different terminology used to describe smart services and introduces a business-driven view on the digitalization strategy of a company. The characteristic features of digital business models are explained as well as their implications for the management of smart service organizations. [https://link.springer.com/chapter/10.1007/978-3-030-58182-4_4]

Für die industrielle Produktion haben sich im Verlauf der letzten Jahrzehnte einige Tendenzen ausgebildet, die umfangreiche Veränderungen hervorrufen werden. Die momentane Entwicklung ist vor allem durch die zunehmende Dynamik der Produktlebenszyklen und die Durchdringung industrieller Wertschöpfung mit neuen Technologien geprägt. Hierfür ist die hoch flexible, verfügbare und zuverlässige Produktion zwingende Voraussetzung. Zur Bewältigung dieser Herausforderungen der Industrie 4.0 steht die Smart Factory im Mittelpunkt. Intelligente digital anschlussfähige Maschinen und Produkte sind miteinander vernetzt und können aktiv kommunizieren. Dadurch werden Anlagen technisch immer komplexer und neue Kommunikationssysteme immer umfangreicher. [https://link.springer.com/chapter/10.1007/978-3-662-53135-8_24]