A cyber physical system approach to customer services of home appliances

Abstract

To survive in the innovative and competitive home appliance market, the manufacturers have heavily invested in digital technologies that improve the quality of their products and after-sales services. In this context, Cyber Physical Systems (CPS) technologies, which allows integration between physical and digital worlds, can be a successful bet for this industry. CPS enables gathering field data that feedbacks different stages of product lifecycle and use, allowing assertive investments to improve products, processes and services, as well as opening up new possibilities for the business model. Considering this scenario, here we present an overview of home appliance industry in Brazil and a brief explanation of CPS. Then, we discuss the potential applications of CPS in home appliances and how CPS can improve products and after-sales services.