Digitaler Schatten der Kundeninteraktionen produzierender Unternehmen

• Digital shadow of customer interactions of manufacturing companies

Schacht, Maximilian; Schuh, Günther (Thesis advisor); Stich, Volker (Thesis advisor)

1. Auflage. - Aachen : Apprimus Verlag (2022, 2023)
Book, Dissertation / PhD Thesis

In: Schriftenreihe Rationalisierung 186
Page(s)/Article-Nr.: 1 Online-Ressource : Illustrationen, Diagramme

Dissertation, RWTH Aachen University, 2022

Abstract

In the global market, it is becoming increasingly difficult for manufacturing companies to gain a competitive advantage purely through the technical performance of their products. It is therefore important to offer customers extensive solutions for their needs, which include not only the product but also services and digital products. However, to be able to offer customers an optimal solution, companies must know their exact needs. For the first time, smart products that can collect and transmit data provide manufacturing companies with data from the usage phase of the products. This data can be analyzed in conjunction with other customer-related data from the company to determine the data-based needs of customers. The prerequisite for this is that manufacturing companies understand where they are in contact with their customers, what data is generated during the interactions and can also logically link this data.Accordingly, the goal of this thesis is to support manufacturing companies in creating an analyzable database of all customer interactions, a so-called digital shadow. Case studies are used to describe customer interactions in the manufacturing industry in detail. From this, it is derived which data can be generated from these customer interactions and explained how these data are related to each other. Subsequently, a concrete implementation procedure for the operational practice is derived.The work delivers three central results. The first result is a reference process model for the systematic collection of the customer interactions of producing enterprises aswell as the roles involved on customer and provider side and the performed services. The second result is a data model of a digital shadow of customer interactions based on this model, which shows the logical linkage of these entities involved in the process. The third result is a process model for implementing the digital shadow of customer interactions at manufacturing companies.

Institutions

• Research Institute for Industrial Management at RWTH Aachen University (FIR) [052300]
• Laboratory for Machine Tools and Production Engineering (WZL) of RWTH Aachen University [417200]
• Chair of Production Engineering [417210]