Towards Value Webs in the after-sales-service areaof the German automotive industry

This paper analyzes the potentials of Value Webs for increasing efficiency and effectivenessin the German automotive industry. Value Webs are networks of collaboratingpartners within different stages of interlinked value chains. This collaborationis enabled by innovative ICT1-supported processes. The objective of thisresearch is to pave the way for unleashing some efficiency potentials of a zero latencysolution combined with optimized IT-based business processes consideringthe circumstances and conditions of collaboration in the after-sales-service area ofthe German Automotive Industry. The issue is shown by an example of a real aftersales-service process affecting several stages of the automotive value chain.[...]

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Year of publication:	2003
Authors:	Walter, Sven ; Leimeister, Jan Marco ; Krcmar, Helmut
Institutions:	Institut für Informatik <München, Technische Universität> / Lehrstuhl für Wirtschaftsinformatik
Subject:	Betriebswirtschaftslehre \| business economics \| Dienstleistung \| services management \| Netzwerk \| Wertschöpfungskette

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1 Introduction: The German automotive industry
2 The after-sales-service area of German automotive industry
2.1 Global trends and status quo in the after-sales-service area of Germanautomotive industry
2.2 Model of an after-sales-service process today
3 Development of a zero latency concept for the Automotive domain
3.1 The zero latency enterprise – a model for a realtime enterprise
3.2 An adaptation of the zero latency concept for the Automotive industry
3.3 New Service Products – conceivable consequences of telematics and Realtime Solutions
4 Barriers to the implementation of a zero latency concept in the aftersales-service area
5 Outlook (on further research)
Appendix
References

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