DIN SPEC 91294:2014-03

This DIN SPEC in accordance with the PAS procedure was developed within a workshop (temporary committee) set up on a temporary basis. The document was developed and approved by the authors named in the foreword. The technical customer service (TKD) has become a value-adding resource for many manufacturing companies. Its competence is of central importance for customer loyalty. The use of intelligent mobile assistance systems within the technical customer service enables the professional support of service technicians through timely and case-related provision with technical and contextual information. The description of specific applications performed in support of service technicians in the technical customer service using mobile assistance systems within the framework of a standard in this area refers inter alia also to required data, mobile end devices and approaches for the measurement of increases in productivity as core components of these specific applications. Thus, an orientation for action is being provided enabling a target-oriented design and the effective use of such assistance systems.