Conference article

A Reference Model for Analysing Automotive Service Formats

M. Royer-Torney
Institute of Machine Tools and Production Technology, Germany

M. Mennenga
Institute of Machine Tools and Production Technology, Germany

C. Herrmann
Institute of Machine Tools and Production Technology, Germany

Download article

Published in: Proceedings of the 2nd CIRP IPS2 Conference 2010; 14-15 April; Linköping; Sweden

Linköping Electronic Conference Proceedings 77:45, p. 355-362

Show more +

Published: 2012-10-11

ISBN: 978-91-7393-381-0

ISSN: 1650-3686 (print), 1650-3740 (online)

Abstract

In recent years; the automotive service sector has been affected by various trends. In order to stay successful companies that offer automotive services have to consider these developments by adapting their existing service formats. Therefore; a situation analysis and the derivation of future requirements resulting from trends are necessary.

This paper introduces a reference model for the description and analysis of automotive service formats. The reference model is divided into five dimensions: organisation; product; process; resource and market. On that basis possible strategic fields of action are derived. Finally; the application of the reference model is demonstrated for the automotive service format of a so called Fast Fitter.

Keywords

Automotive Service Formats; Service Analysis; Automotive Service; Service Reference Model

References

[1] Torney; M.; Kuntzky; K.; Herrmann; C.; 2009; Service Development and Implementation - A Review of the State of the Art; in: Proceeding of the 1st CIRP IPS2 Conference; Cranfield; 24-30.

[2] Diez; W.; Reindl; S.; 2005; Das Management der automobilwirtschaftlichen Wertschöpfungskette; in: Diez; W.; Reindl; S.; Brachat; H. (Ed.); Grundlagen der Automobilwirtschaft. 4 Edition; Auto BusinessVerlag; München; 71–104.

[3] Juehling; E.; Torney; M.; Herrmann; C.; Droeder; K.; 2009; Framework of the Integration of Service and Technology Strategies; in: Proceeding of the 1st CIRP IPS2 Conference; Cranfield; 132-139.

[4] Communication Networks 12.0; 2008; Studie „Der Markt der Mobilität“; http://www.medialine.de/CN.

[5] C. Herrmann; S. Thiede; T. Luger; A. Zein; J. Stehr; P. Halubek; M. Torney; 2009; Automotive Life Cycle Engineering; in: Proceedings of the 16th CIRP International Conference on Life Cycle Engineering; Kairo; 157-164.

[6] Hesselbach; J.; Dombrowski; U.; Bothe; T.; Graf; R.; Wrehde; J.; Mansour; M.; 2004; Planning Process for the Spare Part Management of Automotive Electronics; Production Engineering Vol. XI / Issue 1.

[7] Reindl; S.; 2005; Mobilitätsdienstleistungen in der Automobilwirtschaft; in: Diez; W.; Reindl; S.; Brachat; H. (Ed.); Grundlagen der Automobilwirtschaft; Auto Business Verlag; München; 423–466.

[8] Brachat; H. (Ed.); 2009; AUTOHAUS Extra « DAT Report »; Deutsche Automobil Treuhand GmbH (Ed.); 7/2009; Springer Transport Media; München

[9] Klein; R.; 2007; Modellgestütztes Service System Engineering – Theorie und Technik einer systematischen Entwicklung von Dienstleistungen; Gabler Verlag; Wiesbaden.

[10] Bullinger; H.-J.; Fähnrich; K.-P.; Meiren; T.; 2003; Service engineering – methodical development of new service products; International Journal of Production Economics; Vol. 85; Number 3; 275-287.

[11] PIT Stop Germany http://www.pit-stop.de/

[12] Volkswagen Service Germany http://www.volkswagen.de/vwcms/master_public/virtu almaster/de3/kunden___service/Volkswagen_Servic e.html

Citations in Crossref