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

公司重视以客户为导向，并因此重视客户服务，以便从竞争对手中脱颖而出。初级产品的纯报价正变得越来越可互换，在质量和价格上都越来越相似。因此，企业越来越多地在售后服务领域提供服务，以实现竞争优势。这主要是基于这样一个事实，即补充初级产品的服务占公司利润的75%-80%，这是确保售后服务部门获得的利润所必需的。因此，精益生产方式的转变可以成为确保利润的一种解决方案。与生产部门类似，成功实施的原则、方法和工具有助于对客户需求做出灵活反应，将具有竞争力的高质量服务推向市场。此外，还可以实施透明的流程，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，售后服务可以类似于生产过程一样，专注于减少浪费、客户期望以及期望和透明的过程。公司应有资格实施个人原则和方法，以便员工能够改进流程并应对分散的或不确定的客户需求。作为指导，可以使用VDI指南2870-精益生产系统，它根据不同的原则列出了方法表和工具。

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.