Service 4.0: The Reasons and Purposes of Industry 4.0 within the Ambit of After-Sales Maintenance

Service 4.0: The Reasons and Purposes of Industry 4.0 within the Ambit of After-Sales Maintenance

Eduardo Castellano (IK4-IKERLAN, Spain), Patxi X. Zubizarreta (IK4-IKERLAN, Spain), Gerardo Pagalday (IK4-IKERLAN, Spain), Jone Uribetxebarria (IK4-IKERLAN, Spain) and Adolfo Crespo Márquez (University of Sevilla, Spain)
Copyright: © 2017 |Pages: 24
DOI: 10.4018/978-1-5225-0651-5.ch007
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Abstract

In recent years, the concept of Industry 4.0 has been significantly advanced in industrial circles as an aspect that provides a competitive differential. Through the technologies involved, machines can now monitor and relay information on their operating conditions for analysis and decision-making, as well as for prompting action. These new functions generally involve the development of technological projects and significant investments. This renders it expedient to explain why certain systems should be monitored, but not others, as well as the use to be given to the data gathered as a way of generating income for a firm. This approach is especially important in certain corporate operations, such as after-sales maintenance. This article introduces a reference framework that permits the effective and efficient management of after-sales maintenance services. This framework relates after-sales service technologies with product technologies (Industry 4.0), and therefore covers the reasons and purposes of Industry 4.0 within the ambit of after-sales service.
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Based on the industrial maintenance management framework propounded by Crespo (2007), as shown in Figure 1, and the Maintenance Effectiveness Survey (Marshall Institute, 1999), a semi-qualitative questionnaire (Patton, 2001) has been compiled for each one of the phases. The questionnaire has been designed for use in industrial firms in the capital goods sector to identify those more salient differences existing between the approach to industrial maintenance and the consideration of the after-sales maintenance of the equipment sold, as well as the extent to which after-sales maintenance has been developed in those firms.

Figure 1.

Crespo (2007) industrial maintenance management framework

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