Using Service Challenge-based Evaluations for the systematic innovation of proactive remote services — An industry case study

Remote services of machines and industrial plants - especially proactive elements like software distribution, event monitoring and inventory management - are services, which have become a significant competitive edge for machine- and plant manufacturers. Objective of the Service Challenge based Evaluations described in this contribution was to check whether the proactive remote service modules of Siemens' common Remote Service Platform were sufficiently suited to match the challenges of industrial service; goal of the authors was to systematically innovate them where they didn't, in order to form a company-wide proactive remote service offering.