PROJECT
RepaMobil
This project aimed to mitigate existing market barriers in the field of household-related product-service systems - especially repair services - by means of new organizational structures. The creation of service points at locations with high customer frequency is to bring repair services closer to the customer. The basis for this approach is the creation of local/regional networks of small and medium service suppliers in various trades who jointly offer their services and ensure an effective processing of orders.
The practical approach will be to create mobile or stationary service points in major centers and other locations with a high customer frequency (shopping malls, train stations, universities, etc.) that accept orders for repair jobs and other household-related services, which subsequently will be referred to members of a regional network. After repair the products can be claimed at the service point. The benefit for potential customers consists in an improved availability of repair services as well in the avoidance of "burdensome" errands. In addition, it may be expected that such forms of organization, in the long run, will ensure optimization of costs for service providers and thus an improved price-performance ratio for customers.
Abbildung 1: Reparation of an electrical appliance
Photo: R.U.S.Z. Reparatur- und Servicezentrum
The project has been implemented by the working group for waste avoidance, conservation of resources and sustainable development in Graz. Large enterprises and institutions such as Magna Steyr AG & Co KG, Joanneum Research, the Karl Franzens University of Graz, and the Graz University of Technology participated in the project. Five service providers of the repair network Graz contributed experience from practice. In addition to a social repair shop, participants included small enterprises working in the fields of electronics, EDP, and bicycle repair.
An online survey among participating large enterprises served to ascertain the demand for the new services and to conduct a feasibility study. The INES (Improving New Services) tool helped to evaluate the sustainability effects of the concept as compared to the status quo. Based on these findings the project team developed implementation concepts for pilot projects at the various locations. The results have shown that the conditions for the realization of pilot projects are favorable. The staff of participating enterprises reported a considerable demand for repair and service points.
The greatest demand for repair services exists in the fields of audio and video systems, bicycles and shoes as well as EDP equipment and small electrical appliances.
Necessary prerequisites for the acceptance of repair services people stated included low costs, convenience, binding cost estimates and advice from expert personnel.
Various models have been analyzed witha view to implementation variants:
- Stationary receiving / service points at the various locations of enterprises
- Mobile receiving points with special vehicles, roll-on roll off containers or trailers
- Problem box: Only mediation of services, inquiries in writing will be forwarded on certain days by a person
- Virtual receiving point: Only mediation of services via Internet, inquiries via e-mail are forwarded and processed by hotline staff
Enterprises favor a weekly depositing and pick-up service by means of a mobile receiving point. The optimum variant for service providers also consists in a mobile service point with their own vehicle and RepaMobil staff. This model should be combined with the virtual variant.
The analysis has shown that a number of positive effects may be expected for all actors participating in the RepaMobil project:
For the staff of large enterprises, advantages such as easier availability of repair and other services, the avoidance of additional travel, and the improvement of workplace quality were in the foreground. Providers of repair services expect an increase in incoming orders and thus more economic stability, strengthening of existing and the creation of new networks as well as an improvement of competitiveness. The benefit for the region consists in the creation of new jobs and the safeguarding of existing jobs in the service sector.
Also, the promotion of the repair service sector constitutes an essential contribution to waste prevention and the conservation of resources and thus to sustainable development.
Rough cost estimates have been made for all models developed within the project. At present, researchers are developing concepts for the practical implementation at individual locations.
