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After-Sales-Services. Prozessübersicht und Mengengerüst anhand einer Musterfallstudie

After-Sales-Services. Prozessübersicht und Mengengerüst anhand einer Musterfallstudie


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About the Book

Studienarbeit aus dem Jahr 2014 im Fachbereich Informatik - Wirtschaftsinformatik, Note: 1,0, AKAD University, ehem. AKAD Fachhochschule Stuttgart, Veranstaltung: ANS02 - Funktionsbezogene und integrierte Anwendungssysteme, Sprache: Deutsch, Abstract: In sämtlichen Bereichen der Wirtschaft wird es immer wichtiger, die bestehenden Kunden- und Beziehungspotentiale besser zu nutzen und die Kundenzufriedenheit auch nach Vertragsabschluss auf hohem Niveau zu halten. Vor allem im Maschinen- und Anlagenbau wurde die Kundenbetreuung nach Vertragsabschluss oftmals vernachlässigt bzw. lokalen Allroundern überlassen. In der Zwischenzeit haben sich die sogenannten After-Sales-Services jedoch zu einer wichtigen Geschäftsaktivität entwickelt . Den Ausgangspunkt dieser Arbeit stellt eine Musterfallstudie dar, die im Rahmen des Moduls ANS02 durchgeführt wird. Aus dieser Studie soll für das im Maschinen- und Anlagenbau tätige, fiktive Unternehmen SPEEDSTEEL AG eine Prozessbeschreibung sowie ein entsprechendes Mengengerüst für den Bereich der After-Sales-Services erstellt werden. Diese Informationen stellen einen Teilbereich des Pflichtenhefts dar, mit dem die SPEEDSTEEL AG in die Ausschreibungsphase für die Auswahl eines ERP-Systems geht. Um diese Anforderungen zu eruieren, wird in Kapitel 2 zunächst erläutert, was unter dem Begriff After-Sales im Allgemeinen zu verstehen ist und welche Zielsetzungen Unternehmen mit dem Angebot von After-Sales-Services verfolgen. Nach der Beschreibung der Teilbereiche, in welche sich After-Sales-Services im Allgemeinen gliedern, wird auf die Notwendigkeit speziell im Anlagen- und Maschinenbau eingegangen. Im Folgenden werden in Kapitel 3 die Rahmendaten der SPEEDSTEEL AG erörtert und gleichzeitig geklärt, welche Ressourcen für die Abwicklung der After-Sales-Services notwendig sind. Schließlich resultiert daraus eine auf für die SPEEDSTEEL AG angepasste Prozessübersicht in Kapitel 3.3, aus der die Zusammenhänge zwischen den jeweiligen Tätigkeiten und


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Product Details
  • ISBN-13: 9783656741497
  • Publisher: Grin Verlag Gmbh
  • Binding: Paperback
  • Language: German
  • Returnable: N
  • Weight: 95 gr
  • ISBN-10: 3656741492
  • Publisher Date: 18 Sep 2014
  • Height: 210 mm
  • No of Pages: 24
  • Spine Width: 2 mm
  • Width: 148 mm


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After-Sales-Services. Prozessübersicht und Mengengerüst anhand einer Musterfallstudie
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