Service Management

Developing, Providing and Marketing of Service Systems


Many companies are in the process of transitioning from being producers to service and solution providers. In an increasingly digitally connected world, successful industrial companies differentiate themselves through industrial services and the expansion of their offerings to include digital services.

The focus is on the consistent orientation towards customer benefit in terms of the service dominant logic. By combining smart products with physical and digital services into hybrid service offerings, superior value is created for the customer. The aim is to establish digital business models that are essentially characterized by scalability and forecasting capability.

With Subscription Business Management, Service Engineering and Lean Services, New Work is geared towards the key challenges posed by digitalization in the service sector.
This includes:

  • Building understanding of, developing and establishing participatory business models in connected ecosystems.
  • Development of the digital shadow for service and maintenance areas as well as mastery of modern methods of data analysis and artificial intelligence.
  • Continuous further development of the service and digital business through permanent service innovation.
  • Organisation of the distribution of information and knowledge as well as work processes and structures within the company.
» We enable companies and business units to design, market and efficiently deliver customer value-oriented service systems for their external and internal customers. «

Lennard Holst, Bereichsleiter Dienstleistungsmanagement

The aim of the research project "Chatbot in Service" is to develop a practical introduction concept for chatbots in B2B services, especially for SMEs of manufacturing companies. Important aspects that will be taken into account are a technology overview, data management, cost-effectiveness and acceptance.

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GALA's goal is to develop industry-specific tools and models for work design and competence management, especially for SMEs in the Aachen region, and to disseminate them on a sustainable basis. The focus is on four defined key topics: Human-Machine Interaction, Healthy Working, Digital Collaboration, and Agility/Innovation. In order to sustainably anchor the results and make them available, a "Region Aachen Living Lab Initiative" (RALLI) is being established.

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The aim of the research project KI-LIAS is to develop a procedure for acceptance-based application decision-making, development, introduction and use of AI applications in manufacturing companies that promote learning.

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The goal of the AirQuality research project is to create real-time hyperlocal air quality maps using mobile measurements.

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The aim of the “SubaSa” research project is to develop a market launch navigator for subscription business models, especially for SMEs in the manufacturing industry. For this purpose, ways for the successful design and establishment of the business model are developed based on the four dimensions of marketing.

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The goal of the DM4AR research project is to make service knowledge scalable and easy to use by automatically generating augmented reality content from various data sources.

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The aim of the "Subscription-Canvas" research project is to support SMEs in the structured development of subscription model-based value propositions. For this purpose, a subscription canvas suitable for SMEs is to be developed, which enables a systematic and established procedure and will be validated by means of case studies, implementation guidelines and business games.

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The aim of the research project SkaDL is to provide a decision support for scaling services. In the case of SMEs, the choice of strategy has to be made taking into account their own business capabilities and goals, since only in this way can scaling be carried out in a resource-efficient and benefit-oriented manner.

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The aim of the INEDIT research project is to further develop European industrial cooperation in the furniture industry using the platform of the same name.

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The joint project eLLa 4.0 aims to support leaders at different hierarchical levels in their leadership tasks during digital transformation, and to enable them to design good work in the digitized world. For this purpose, qualification modules are developed for different target groups, summarized in a training offering and, furthermore, new learning worlds for leadership development are being tested.

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The objective of the research project "Future Data Assets" is to provide monetary valuation of the corporate data. For this purpose, the development and instantiation of a so-called "data balance" is sought. The data balance should serve the reporting of the entrepreneurial ability of the data management and thus close a gap with respect to the classical reporting, in which data are hardly considered or systematically evaluated.

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The aim of the research project "Development and measurement of the digitisation of the economy in Germany" is to measure the digitisation of the economy in Germany in its complexity and to observe it over time.

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The research project ReStroK deals with the question of how the potential of existing data sets of onshore wind energy plants can be used to reduce the electricity production costs of the plants by combining and analysing the data sets across plants. This increases the economic efficiency and thus also the competitiveness of the wind turbines compared to other energy production methods. The project results primarily enable SMEs from the wind industry to increase efficiency in the areas of maintenance and operation management.

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The aim of the FuturePro research project is to design a holistic project management system (PMS) for development projects of small and medium-sized enterprises (SMEs) in mechanical engineering and plant construction, which serves SME-specific requirements. The PMS should provide companies with an optimal mix of existing and further developed project management approaches (PMA).

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EVAREST aims at the continuous collection, evaluation and provision of data via a global, decentralized IoT data market.

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The aim of the joint project LidA - Lernen in der digitisierten Arbeitswelt - is to enable employees for the working world of the future and the challenges of digital change in companies in the long term. Within the framework of the joint project, future competence requirements are forecast and prepared in a competence navigator in such a way that individual learning paths can be developed. The individual teaching and learning modules are embedded in a didactic concept tailored to needs and made available on a teaching and learning platform with broad impact.

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The research goal is the development of a procedure for the establishment of hybrid business models including the possibilities of digital platforms for the SME of industrial engineering.

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The aim of the research project "LBM²" is the development of a low-cost and easy-to-use wind turbine (WT) monitoring system utilizing two software-based modules to optimize the operation and maintenance planning of the entire wind farm (WF).

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The aim of the Sales Service project is to integrate service technicians in the active distribution of services and products and thus to exploit the sales potential arising from their regular and intensive customer interaction. For this purpose, an analytics-based sales support for service technicians (algorithms for open source software) is designed, which provides them with the necessary sales information. In addition, the structure and process organization (Blueprints & Reference Processes) and the corresponding management tools (Balanced Scorecard & Incentive System) are developed for a sales-oriented service.

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The objective of the planned project is to enable small and medium-sized enterprises (SMEs) from the engineering sector to develop innovative value-added services from their available data together with their clients within a short time.

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The objective of the E-Mas joint project is to develop and export offerings for further education for and into the Mexican automotive industry. Mexican employees will be taught skills in the areas of workplace learning, productivity management, tool-and-die making and lean management. Thus, they will be prepared for industrial challenges due to digitisation. By achieving this, the project will support further growth of the Mexican automotive industry. In addition to that, service design for vocational education and training offerings for the export will be addressed and transferred into a digital planning tool.

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The aim of this research project was the development of a service release management system, which allows SMEs to systematically identify the necessary changes to their AS-services in the small-scale production of mechanical engineering and to implement these efficiently in a service release.

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Goal of this project is the development of a methodology for designing process toolboxes and standardizing value creation processes based on optimized cost-/benefit ratios for the industrial services industry. By means of the project results especially small and medium-sized companies should be enabled to increase the efficiency of their value creation processes systematically. The results should support companies to select and implement measures for increasing efficiency based on cost-/benefit rations of measures.

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Within the add2log project, an inter-company software-based platform, which provides central coordinating functions for an emerging value creation network between manufacturers, logistics providers, and third parties, will be developed and implemented as a prototype. The platform makes it possible to combine and integrate the potentials of additive manufacturing and agile logistics, resulting in new business models.

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WertGeiD

General goal of the research project "WertGeiD" was to support small and medium sized industry service providers to evaluate the effetcts of Lean Management principles on services offered.

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Digivation

The goal of the Digivation project is to create generic and practicable best practices for the development, marketing, and performance of digital services. The development of the methods is based on the close connection of digital process innovation with new concepts of service engineering, individualization, and customer participation.

Hereby the main objective of the Digivation project is to accelerate the digital transformation of the economy with the help of service innovation. Based on this integrated perspective, Digivation supports collaborative projects of the funding line service innovation based on digitization by helping them with the preparation and the transfer of their project outcomes.

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ToMiC

The aim of the research project ToMiC is the development of a typology for the life-cycle orientated management of business internal communities of knowledge-intensive service providers. This will enable small and medium sized enterprises (SME) to identify the current stage of life of their own social software based community for the first time. Based on this, individual management instruments can be identified and recommendations for action which maximise the use of the community for the company and prevent its failure can be derived.

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The aim of the CSS 2.0 research project is to support small and medium-sized enterprises (SMEs) in improving the efficiency and effectiveness of their customer services through the use of social media. For this purpose, a self-assessment tool will be developed to evaluate and forecast the benefit contribution of social media use in customer service. The research project focuses on the external use of social media at the interface between companies and customers.

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ScaleUp

The central research target of the project ScaleUp was the development of digitalization navigator for small and medium-sized enterprises. The navigator supports companies to overcome shortages of resources for after-sales services by identifying and suggesting specific digital technologies as well as matching providers.

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Smart-Farming-Welt (SmarF)

The project targeted a connection of machines across manufacturers in the agricultural sector with the help of a service plattform. The plattform offers context-sensitive smart services based on intelligent systems to improve the productivity of the agricultural crop production.

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PreisFinder

The aim of the project is to develop an approach for determining the optimum price of availability guarantees for small and medium sized enterprises of machinery and plant construction.

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DELFIN

Development of strategies and concepts for innovative and value adding services as well as supplementing electromobility and technology orientated funding for market- and user-orientated perspectives

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Under the requirement of the best return rate within product service systems, the aim of the project is to develop a decision model for planing procedures of PPS.

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The EVIAK DG projects´s goal is the development of an engergy-efficient, low-wear, maintenance and acoustic optimized, cost efficient bogie. In contrast to current bogies which are not successful in the marked due to a lack of economic benefits, EVIAK DG will be supported by a maintenance concept and LCC-model.

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DispoOffshore

The project's aim is to develop new planning strategies for requirement-meeting and efficient maintenance of offshore wind farms. It will be the first time, that task- and resource-management between spatially separated wind turbines is enabled under inconstant operating conditions and unplanned events. An issue-related and spatial visualization provides an objective decision basis for the operator's disposition directives and route optimization.

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SmartMaintenance

Modern production nowadays shows a growing shortfall of maintenance management and maintenance tools, which is why the SmartMaintenance project plans to develop a novel software solution for maintenance management which takes the condition of machines in real-time into account as well as the latest production plans. Thus, it aims to present the complex problems of decision making in terms of maintenance in one modular software tool and to find global optimized solutions via specific constraint-models. Various factors such as information about the condition of the machines, the dynamic disposition of the maintenance resources and the adaptive reconciliation of the production planning are important factors that influence decisions on maintenance and need to be factored in.

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LePASS

The objective of the research project LePASS is to enable small and medium-sized enterprises (SMEs) of the industrial service sector to increase their performance in terms of their productivity. Therefore, one major goal of the project is to develop a maturity level based assessment tool which enables small and medium-sized industrial service providers as well as manufacturing companies which offer industrial services to determine their status quo with regard to the implementation of the Lean Services principles within the company.

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ELIAS

Within the BMBF funded project ELIAS an approach to the design and configuration of learning friendly work and production systems will be developed. In doing so the objective is to provide service as well as manufacturing companies a universal approach, which also takes the external economic, technological and social conditions into account.

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TiCo

Development of a guideline for the usage of communities of experts in technology management for SMU

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SESI

The aim of this research project is to propose a suitable maintenance strategy for manufacturing SME so that they might anticipate machine failures.

 

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SerVa

The main goal of the project is the development of a description and evaluation approach for industrial service in the framework of portfolio planning. The competitive ability of SME shall be strengthened through an approach for the variant management of industrial services.

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The aim of the research project is the development of a concept for synchronization the service delivery using the method of takt. This approach will allow SMEs to match their specific processes of service delivery optimally in order to increase productivity, without having to invest in a costly planning and control system.

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ServMo

Goal of the research project was to develop a methodology capable of multiple-criteria analyses and modularization of services in product-service-systems, consisting of physical products and services. The development should be carried out with integrative consideration of products, processes and resources as a foundation for efficient product-service-system configuration. In order to ensure a user-optimized and SME-compatible transfer of the results the developed methodology was implemented into an IT-tool capacitating the efficient usage of the results.

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The project aims to achieve sustained success with the distribution of training and affiliated consulting and research services in the Russian market. Within the project a concept and methods in order to design online self-study programs for training and development of industrial and technical staff, multi-week courses for foremen and masters as well as single and multi-day seminars and workshops will be developed, implemented and offered to the cement industry and related Industries in the target country Russia.

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KiZo

The overall objective of this project is to establish the organization as well as technical requirements for onshore remote management for condition monitoring of offshore wind farms. For this purpose, an integrated approach on intelligent condition monitoring is developed.

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RhePort21

Ziel des Projekts ist es, unter Einsatz von Informations- und Kommunikationstechnologien sowie Bildung eines sektorenübergreifenden Netzwerks die Effektivität und Effizienz der rheumatologischen Versorgung zu verbessern. Hierdurch wird eine frühzeitige Diagnose und Therapie rheumatologischer Krankheiten ermöglicht, durch die funktionelle und strukturelle Schäden am Bewegungssystem, krankheitsbedingte Komorbiditäten und die daraus resultierenden, hohen Kosten für das Versorgungssystem vermindert werden. Die Umsetzung soll zunächst in der Stadt/Städteregion Aachen sowie den angrenzenden Kreisen Düren, Heinsberg und Mönchengladbach erfolgen.

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WinServ

The aim of the project was to assist project developers, service providers, and manufacturers as well as component suppliers of wind turbines in optimizing their service offerings in response to the current and future market conditions and resource availability.

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MIND

Main result of the research project "MIND - Methods Navigator to increase efficiency of industrial services" is the MIND-IT-demonstrator, which brings together methods and tools to increase efficiency in a comprehensive scheme for the management of service delivery of industrial services.

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Chain in Change (CIC)

A model of recomendation for a customer-supplier interface which allows an adaptive logistics in a dynamic business environment.

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iNec

The aim of the project „iNec – Innovation through expert-communities in the time of demographic change“ was to build a new personal development concept via the social interaction in „ virtual communities“.

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NeGSt

The aim of the NeGSt project was to develop solutions for urgent challenges that are important for the entire German sector, which contribute to securing the sustainability of the LST and thus make mobility and transport more attractive and competitive in the long term.

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SustainValue

The project developed governace and business models, a new methodology to support sustainable life cycle decisions and sustainability assurance performance standards for complex business processes in integrated production and service networks.

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OSE

Purpose of the OSE research project was the development of a measurement model which aimed at making the order processing efficiency of industrial services ascertainable and assessable based upon types of waste. Therewith, the basis was laid for well-directed and efficiency increasing improvements.

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Tech4P

In our society individual-related services are gaining ever more importance. Supplying populace with these services at high quality and reasonable costs requires making the service delivery more efficient. Thereto using modern technologies in the service delivery process is a promising option. But still there are some obstacles to overcome.

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ServTrade

The objective of the project was the development and implementation of a norm, which should enable and simplify dealing with services. This forms the basis for e-commerce based services. The norm should include standards for description, classification, specification and evaluation of services.

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EUMONIS

The aim of the project was to design and realize service and cooperation concepts for a prospective operation of facilities for generating sustainable energies. Thereby the focus was on the three areas of wind-, solar- and bioenergy. This innovative and holistic approach addéd a significant value to design the “power plant of the future”.

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DIB

Goal of the research project was to implement new services for the construction industry, which should help to optimize the construction process and reduce costs.

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SiZu

The goal of the research project was to develop an integrated prognosis and analysis tool for the evaluation of machine status. Therefore, the condition monitoring and the real-time simulation were united in one system and were evaluable together for the first time.

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Smart Wheels

The goal of Smart Wheels was the development of business models and convergent IKT-services for the distribution of electro mobility through the integration into the internet of energy and into the infrastructures of public services.

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Fit4Net

The goal of the project Fit4Net was to create an online analysis tool for an autonomous establishing of the service network capility of small and medium-sized enterprises.

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IMS2020

The aim was the future orientated development of intelligent production systems for the year 2020.

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MeDiNa

MeDiNa set one’s sights on developing telemetrically support for enabling primarily clinics to offer patient centred services.

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Smart Watts

The goal of Smart Watts was to optimize the complete energy value chain from generation, trading, distribution to consumption by enhancing it with energy related information.

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GemoTel

The goal of GemoTel was to realize a systematic analysis of existing business models and their success factors for the branch of teleservice .

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INESS

One main objective of INESS was a significantly life-cycle cost-reduction of future interlocking and the associated surrounding equipments.

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SEEK

The goal of the SEEK-project was the identification of small and middle-class specific operationalisation of a successful service development and a valid determination of branch specific systematic service development as well as the definition of interbranch success metrics.

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MSCO

The aim of the project MSCO was the development of a new logistic concept for needs based spare part management in the maintenance.

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StarLog

The objective was the development of a standard for a classification, specification and evaluation of logistic services.

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ShipExcellence

The project aim was to develop and implement an instrument in the network of KMU (owner boatmen enterprises), compounds and scientific accompanying research which puts the KMU in a position, based on key data, to implement target-orientated, time-efficient and anonymous an intercompany comparison, respectively a benchmarking.

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r2b - robot2business

The objective of robot2business was to create a self organised behaviour in a dynamic environment.

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STEPPIN

The main objective was to stimulate innovation through reference to standards in public procurement. STEPPIN had to ensure that knowledge that is being created is attractive for purchasers and is written in their professional-language so they can use it. The purchaser is our client.

 

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IH-Mix-Id

The aim of the project was high equipment availability with preferably small costs by the optimal combination of maintenance strategies for small and medium-size enterprises.

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TecPro

The objective of the research project TecPro was to support German tool and mould production manufacturer in the international competition with the definition of an interface for the data exchange between tool and machine.

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HyProDesign

The goal of the HyProDesign was to create a development architecture for hybrid products which integrates the development running so far parallel and the marketing of material goods on the one site and services on the other.

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TPM-Navi

The aim of the project was to develop a “TPM-Navi” which would tackle the existing problems which small and medium-sized enterpises have with the TPM concepts and which would enable them to use so the high potentials of TPM.

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ServTyp

The objective was the development of a typology for service concepts of the durable goods sector.

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Tool-East

The objective of the Tool-East-Project was the amplification of existing ERP-/PPS-systems with special ERP- and CRM-functions for an affordable implementation and in small and medium sized companies in Eastern Europe.

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InCoCo-S

In order to integrate industrial services into manufacturing value chains, one goal of the InCoCo-S consortium was to develop a reference model (InCoCo-S Reference Model (IRM)) for business processes. This structured approach for the rationalization of processes in business practice comprises business processes, key figures and proven methods for measuring, evaluating and optimizing service performance.

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MyCarEvent

The goal of MYCAREVENT was an integratet mobile service in the automobile after sales market.

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