Teleservice im Werkzeugmaschinenbau
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Date
2000-12-15
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Lucius & Lucius Verlagsgesellschaft
Abstract
Im Mittelpunkt von Forschungsprojekten und Praxisberichten zum Thema Teleservice stehen meist technische, vertragsrechtliche oder ökonomische Aspekte. Der 'Faktor' Mensch sowie Fragen der Arbeitsorganisation und Qualifikation spielen dabei meist eine untergeordnete Rolle. So findet der bei Servicetätigkeit traditionell hohe Anteil von Erfahrungswissen und handeln bei der Umsetzung auf Teleservice keine Berücksichtigung. Der nachfolgende Beitrag fasst dazu erste Ergebnisse von Untersuchungen bei deutschen Werkzeugmaschinenherstellern vor dem Hintergrund von Innovationsparadoxien zusammen, identifiziert Mankos und Hemmnisse und versucht daraus Schlussfolgerungen und Forschungsperspektiven abzuleiten.
The focus of public discussions and scientific research projects on Teleservice are usually its technical, legal or economic aspects. The human factor and questions of work organization and qualification therefore play a subordinate role. One example is that the traditionally high value placed on experiential knowledge in the field of support and service in carrying out technical tasks is often neglected in the reorganization-process of Teleservice implementation. This article presents recent results of a study in the German machine tool industry, which identifies paradoxes of innovation and barriers for Teleservice implementation in production and maintenance, and on this background draws conclusions and shows perspectives for future research.
The focus of public discussions and scientific research projects on Teleservice are usually its technical, legal or economic aspects. The human factor and questions of work organization and qualification therefore play a subordinate role. One example is that the traditionally high value placed on experiential knowledge in the field of support and service in carrying out technical tasks is often neglected in the reorganization-process of Teleservice implementation. This article presents recent results of a study in the German machine tool industry, which identifies paradoxes of innovation and barriers for Teleservice implementation in production and maintenance, and on this background draws conclusions and shows perspectives for future research.
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Keywords
paradoxes of innovation, tacit knowledge, teleservice, subjectifying work-related action