Teleservice - State-of-the-Art and Future Developments

The globalisation of industry and the strong dependence of the German machine manufacturers on export has increased the importance of service not only as a cost factor but as a competition factor of strategic importance as well. Increasing complexity of machines and the growing proportion of controlling software require new and highly specialised know-how of the service personnel. Existing service structures are no longer appropriate. New opportunities offered by modern information and communication technologies (ICT) can provide solutions which, however, have to be properly integrated into company structures. Teleservice (TS) utilising new ICT and services is considered an efficient means to meet the growing demands of service. This paper presents an overview of the development of TS in Germany and abroad.