Design of a feedback control system for the optimization of technical customer service collaboration processes

The technical customer service is characterized by disproportional turnovers in manufacturing industries. Thus an approach for the iterative and sustainable optimization of services gains in importance. Considering high-performance collaboration networks in production, the approach has to target internal and interfirm collaborations between manufacturers, suppliers and customers, including suitable ICT. So far, there is no holistic optimization system including the design and iterative improvement of technical customer services within collaboration networks. The paper describes the design of a feedback control system in order to optimize those service collaborations dynamically. It transfers closed loop mechanisms of a generic feedback control system to collaboration service processes and describes the required ICT. A scenario developed within a research project demonstrates the approach and its results.