In recent years machine and plant manufacturers transformed to providers of complex after-sales services. After that transformation, many companies have problems in managing their activities effectively and efficiently. There is a lack of transparency on the not longer material driven processes. Bosch Packaging Services AG, as a provider of extensive after-sales services for the packaging machines sold by Bosch, realized the needed transparency through the development of two software tools on the basis of the InCoCo-S Reference Model, a process reference model for industrial services. Now Bosch Packaging Services is in the position to offer sustainable service contracts with adequate prices and realistic performance levels.
