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Konzeption unternehmensübergreifender Serviceorganisationstrukturen: Unter besonderer Berücksichtigung von Computer Supported Cooperative Work (CSCW) und Teleservice

Konzeption unternehmensübergreifender Serviceorganisationstrukturen: Unter besonderer Berücksichtigung von Computer Supported Cooperative Work (CSCW) und Teleservice

          
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About the Book

Inhaltsangabe: Gang der Untersuchung: Die vorliegende Diplomarbeit beschäftigt sich mit der Konzeption unternehmensübergreifender Serviceorganisationsformen. Dabei sollen Einsatzmöglichkeiten multimedialer Werkzeuge für Computer Supported Cooperative Work (CSCW) berücksichtigt werden. Die Bearbeitung des Themas erfolgt in drei Teilabschnitten. Der erste Teil beschäftigt sich mit den Dimensionen des Begriffs Service. Zunächst wird die Motivation für die Beschäftigung mit dem Thema Service in der Investitionsgüterindustrie dargestellt. Es folgt eine Klassifizierung verschiedener Serviceleistungen und eine Untersuchung der Nutzenpotentiale und möglicher Probleme, die sich im Zusammenhang mit dem Angebot von Serviceleistungen ergeben. Die in diesem Teil herausgearbeiteten Kenntnisse bilden somit eine Grundlage, um die Anforderungen, die verschiedene Arten von Serviceleistungen an den Aufbau einer Organisation stellen, besser einschätzen zu können. Im zweiten Teil werden Werkzeuge vorgestellt, die als Hilfsmittel zur Gestaltung einer effektiven Serviceorganisation dienen. Applikationen aus dem Themenkomplex CSCW stellen Techniken für die Koordination der Interaktion am Service beteiligter Gruppen bereit. Mit TeleService werden Techniken bezeichnet, die eine Diagnose von Maschinenzuständen sowie Eingriffe in die Maschinensteuerung aus der Ferne über ein Telekommunikationsnetz ermöglichen. Damit sind Organisationsformen denkbar, bei denen die Anwesenheit eines Servicemitarbeiters vor Ort nicht mehr unbedingt erforderlich ist. Schließlich werden die Möglichkeiten aufgezeigt, die sich aus Kooperationen im Servicebereich ergeben. Im dritten Teil der Arbeit werden dann unter Berücksichtigung der aufgezeigten Werkzeuge Serviceorganisationsformen entwickelt und bewertet. Dazu wird zunächst ein Kriterienkatalog zur Beurteilung der Organisationsformen aufgestellt. Die Aufgabenstellung gibt kein detailliertes Einsatzumfeld, in dem die Serviceleistungen erbracht werden sollen,


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Product Details
  • ISBN-13: 9783838659015
  • Publisher: Diplom.de
  • Binding: Paperback
  • Language: German
  • Returnable: N
  • Spine Width: 9 mm
  • Weight: 213 gr
  • ISBN-10: 3838659015
  • Publisher Date: 03 Oct 2002
  • Height: 210 mm
  • No of Pages: 156
  • Series Title: German
  • Sub Title: Unter besonderer Berücksichtigung von Computer Supported Cooperative Work (CSCW) und Teleservice
  • Width: 148 mm


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Konzeption unternehmensübergreifender Serviceorganisationstrukturen: Unter besonderer Berücksichtigung von Computer Supported Cooperative Work (CSCW) und Teleservice
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