Improving the gamification of an enterprise learning factory to raise awareness for services

For years, services have become increasingly important for industrial companies, especially to strengthen customer loyalty and satisfaction or to generate additional revenue. For customers, services help to achieve outcomes while removing the ownership of risks and costs. Nevertheless, concepts that explain the advantages and potentials of these services to customers are lacking. Approaches to teach knowledge about services in learning factories are rarely studied. By incorporating game-like elements into a learning factory, the service portfolio could be more clearly demonstrated. This paper provides insights into the further development of such a gameplay for intralogistics purposes. The results of a subsequently conducted survey show that gamification of learning factories is effective for knowledge transfer, but is also welcomed by participants because it supports interaction.