Systematic adaption of lean production system principles to after sales service for customer focusing and waste reduction

将精益生产系统原理系统地应用于售后服务，以客户为中心并减少浪费

• 批准号: 277162493
• 负责人: Professor Dr.-Ing. Uwe Dombrowski
• 金额: --
• 依托单位: Institut für Fabrikbetriebslehre und Unternehmensforschung
• 依托单位国家: 德国
• 项目类别: Research Grants
• 财政年份: 2015
• 资助国家: 德国
• 起止时间: 2014-12-31 至 2018-12-31
• 项目状态: 已结题
• 来源: https://gepris.dfg.de/gepris/projekt/277162493?language=en
• 关键词: Systematic; adaption; lean; production; system

Companies attach importance to customer orientation and, with this, to customer service in order to differentiate themselves from competitors. The pure offer of primary products is becoming increasingly interchangeable and similar in both quality and price. Therefore, companies increasingly offer services in the field of after-sales services in order to achieve a competitive advantage. This is mainly based on the fact that services that complement the primary product are responsible for 75 - 80% of the company profit.It is necessary to secure the profits gained by the after sales-sector. Therefore, a transformation of lean production system principles can be a solution for securing the profits. Analogous to the production sections, successfully implemented principles, methods and tools can help to react flexibly to customer requirements, to place competitive as well as high-qualitative services on the market. Moreover, it is possible to implement transparent processes and to reduce waste in after sales services.Therefore, the objective of this research project is to develop a methodological set of rules. With the help of this set of rules, the after sales service can be focused, analogous to production processes, on waste reduction, customers expectations as well as desires and transparent processes. Companies shall be qualified to implement individual principles and methods so that employees can improve processes and cope with distributed or uncertain customer demands. As guidance the guideline VDI guideline 2870 - Lean production systems can be used that enlists method sheets and tools depending on different principles.

公司重视客户导向，并以此重视客户服务，以使自己与竞争对手区分开来。初级产品的纯粹供应在质量和价格上变得越来越可互换和相似。因此，企业越来越多地在售后服务领域提供服务，以获得竞争优势。这主要是基于这样一个事实，即与主要产品相辅相成的服务占公司利润的75 - 80%。有必要确保售后部门获得的利润。因此，精益生产系统原则的转变可以成为确保利润的解决方案。与生产部门类似，成功实施的原则、方法和工具有助于灵活应对客户需求，在市场上提供具有竞争力和高质量的服务。此外，还可以实施透明的流程并减少售后服务中的浪费。因此，本研究项目的目标是制定一套方法论规则。在这套规则的帮助下，售后服务可以像生产过程一样，集中在减少浪费、客户期望和愿望以及透明的过程上。公司应具备实施个人原则和方法的资格，使员工能够改进流程，应对分散的或不确定的客户需求。作为指导方针，VDI指南2870 -精益生产系统可以使用，根据不同的原则列出了方法表和工具。