A Reference Model for Analysing Automotive Service Formats

M. Royer-Torney
Institute of Machine Tools and Production Technology, Germany

M. Mennenga
Institute of Machine Tools and Production Technology, Germany

C. Herrmann
Institute of Machine Tools and Production Technology, Germany

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Ingår i: Proceedings of the 2nd CIRP IPS2 Conference 2010; 14-15 April; Linköping; Sweden

Linköping Electronic Conference Proceedings 77:45, s. 355-362

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Publicerad: 2012-10-11

ISBN: 978-91-7393-381-0

ISSN: 1650-3686 (tryckt), 1650-3740 (online)


In recent years; the automotive service sector has been affected by various trends. In order to stay successful companies that offer automotive services have to consider these developments by adapting their existing service formats. Therefore; a situation analysis and the derivation of future requirements resulting from trends are necessary.

This paper introduces a reference model for the description and analysis of automotive service formats. The reference model is divided into five dimensions: organisation; product; process; resource and market. On that basis possible strategic fields of action are derived. Finally; the application of the reference model is demonstrated for the automotive service format of a so called Fast Fitter.


Automotive Service Formats; Service Analysis; Automotive Service; Service Reference Model


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