An architecture for web-based post-sales service in a flexible manufacturing environment

Abstract

Providing effective and efficient post-sales services is a significant issue facing industries operating in a flexible environment. The main problem is that the great diversity of the potential product range may make it impracticable to provide conventional support documentation for all versions offered. In this paper we explore some approaches of web-based information systems to support post-sales services in a customised manufacturing context. The major objective is to integrate various new technologies of Internet, Database and Expert Systems, such as JavaServer Page and Servlet Technology, JDBC, and Model-Based Methods, to supply on-line maintenance and diagnostic support to field service engineers. © 2002 Kluwer Academic Publishers.