DRAFT: 'MOBILE TELESERVICE -A FUTURE PLATFORM FOR CUSTOMER-ORIENTED AND EFFICIENT SERVICE'

摘要

Competition has become more fierce due to the rising globalisation of business markets. This affects nearly all industrial branches. For example by now approximately 75% of the machine manufacturers are working in a saturated or even degenerating market. In addition to this both the production systems and products become more complex and the demands for a high degree of availability increase. Quality is no longer a predicate in order to distinguish oneself from competitors. Therefore the customer services are an important factor for success in business. Companies export their products world wide and as a result of this customer services have to be carried out at a global level. This requires an effective and efficient service department and if possible service branches in many countries. New company strategies and aims have to be found in order to ensure a companies competitiveness. New developments in the field of information and communication technology help to improve and support existing services and are the fundament for new intelligent service concepts. A constantly increasing number of innovative enterprises are already using the new information and communication technology such as remote control programmes, Application-Sharing programmes, Video-Head-Sets, Desktop-Video-Conferencing-Systems, White-Boarding, etc. More effectively in the field of services. These IT-based services reaching over large distances are commonly referred to as TeleServices.