| 1. |
- Benkenstein, Martin, et al.
(författare)
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The value of enterprise modelling : Towards a service-centric perspective
- 2016
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Ingår i: The practice of enterprise modeling. - Cham : Springer. - 9783319483924 - 9783319483931 ; , s. 299-306
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Konferensbidrag (refereegranskat)abstract
- Enterprise modeling is an important and widespread activity in managing enterprises. A well-founded conceptualization of its value is however missing so far which can be traced back to different understandings of constituents of enterprise modelling. Addressing these different understandings, we propose to take a service-centric perspective to determine the value of enterprise modelling. We describe the benefits of this perspective and justify our positioning regarding a service-centric perspective.
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| 2. |
- Baer, Florian, et al.
(författare)
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DESERV IT : A method for devolving service tasks in IT services
- 2021
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Ingår i: Business & Information Systems Engineering. - : Springer. - 2363-7005 .- 1867-0202. ; 63, s. 419-439
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Tidskriftsartikel (refereegranskat)abstract
- Nowadays, IT operations devolve many tasks in IT services to internal customers (i.e., IT self-service). The rationale for this service task devolvement is often to reduce the IT personnel’s workload. However, prior research has shown that IT operations often fail to achieve this goal. Existing methods for modeling and analyzing services fall short of supporting service providers in identifying and specifying service tasks suitable to be devolved to (internal) customers. This paper presents, therefore, the first method for devolving service tasks in IT services (DESERV IT). DESERV IT is a compound of four method components encompassing a joint meta-model, a visual notation for modeling IT services, and procedural recommendations. The DESERV IT meta-model extends the meta-model of service blueprinting by means of concepts required to analyze service task devolvement. DESERV IT is evaluated in four evaluation episodes. The results of the evaluation episodes show that DESERV IT is perceived as effective, useful, complete, and generalizable by experts in the IT service management and enterprise architecture discipline. This paper contributes to enterprise modeling by demonstrating the feasibility of DESERV IT in an example case and describing DESERV IT’s evolution during the evaluation episodes. DESERV IT supports practitioners (e.g., request fulfillment managers) in modeling and analyzing IT services.
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| 3. |
- Bär, Florian, et al.
(författare)
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Reducing the IT Personnel’s Workload in IT Self-Services
- 2018
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Ingår i: SMR - Journal of Service Management Research. - : Nomos Verlag. - 2511-8676. ; 2:4, s. 19-32
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Tidskriftsartikel (refereegranskat)abstract
- IT operations aims to reduce the IT personnel’s workload in IT self-services, which is not self-evident. This study explores how the IT personnel’s workload can be reduced in IT self-services. A multiple-case study with five IT self-services was conducted. Data was collected from two German IT service providers and a European software company. The problem causing a non-reduction of the IT personnel’s workload in IT self-services is a lack of service production control and it is rooted in knowledge and skill gaps and a free IT self-service outcome. The two solutions to that problem comprise the adoption of five behavioral patterns: chargeback and limitation, standardization of the IT self-service, authorization of employee orders, showback, and training and support. This study is first revealing the mechanisms how IT self-services can be operated successfully from a service operations perspective.
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| 4. |
- Durst, Susanne, et al.
(författare)
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A framework for using social media channels in knowledge exchange with customers
- 2015
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Ingår i: Proceedings of the LWA 2015 Workshops. ; , s. 272-278
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Konferensbidrag (refereegranskat)abstract
- Social media channels become more and more important for serviceproviders in contacting customers. Given the variety of offers it is important tounderstand the contribution of social media channels to knowledge exchangewith customers. We analyse the requirements of customer contact in service provisionand develop a framework how different social media channels can be usedfor knowledge exchange. In particular, we show from the perspective of serviceproviders how these organisations may apply different social media channels indifferent stages of service processes.
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| 5. |
- Durst, Susanne, Dr. och docent, 1974-, et al.
(författare)
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The influence of institutional conditions on firms’ process innovation – evidence from firms based on a multi-country analysis
- 2022
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Ingår i: Bottom Line. - : Emerald Group Publishing Limited. - 0888-045X. ; 35:4, s. 161-184
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Tidskriftsartikel (refereegranskat)abstract
- Purpose - Our understanding of the influence of institutional conditions on process innovation is still limited, despite managers’ need to know which factors should be considered in decision-making and governments should be aware of how to foster process innovation through the provision of attractive institutions. Therefore, this paper aims to examine how institutional dimensions such as workforce, political instability, labor regulation, corruption, tax administration and transportation influence process innovation in smaller firms located in emerging countries other than the BRICS (Brazil, Russia, India, China and South Africa).Design/methodology/approach - A data set from the World Bank Enterprise Surveys questioning over 20,000 companies from 41 emerging countries supplemented by the gross domestic product (GDP) per capita for each country was used and analyzed by the means of general linear mixed models. The analysis emphasized small- and medium-sized enterprises (SMEs) and excluded BRICS countries.Findings - The findings demonstrate which institutional factors matter for process innovation depending on company size and GDP.Research limitations/implications - This paper advances research on the influence of institutions on firm innovation – the institution–process innovation relationship in emerging countries other than the BRICS in particular. By considering the role of company size and GDP per capita on the institution–process innovation relationship, the paper offers more nuanced insights compared with prior studies and thus makes a strong contribution to the innovation theory. The data used are not suitable for a longitudinal study the same refers to capturing the variety found in the countries even those coming from the same geographic area.Practical implications - The results provide practitioners, e.g. managers of SMEs, with concrete ideas on how to improve process innovation in their companies. Other actors such as policymakers too can benefit from the results as they will allow the design of more target group-oriented measures, aspects that can ultimately lead to more sustainable businesses.Originality/value - By focusing on process innovation and emerging countries, the paper contributes to growing research efforts in emerging countries beyond the BRICS. Thus, the results add more diversity to the study of process innovation and its influencing external (institutional) factors. The emphasis on SMEs also allows us to highlight differences between different categories of SMEs.
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| 6. |
- Leyer, Michael, et al.
(författare)
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Integration of individual processes and information demand patterns : A conceptual analysis
- 2017
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Ingår i: Complex Systems Informatics and Modeling Quarterly. - : Rigas Tehniskas Universitate. - 2255-9922. ; :13, s. 61-72
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Tidskriftsartikel (refereegranskat)abstract
- Individuals need a variety of information when performing their personal processes. However, companies typically know little about the underlying individual demand patterns in these processes. Conceptualizing information demand patterns of individuals is expected to allow for using these as foundation to extend the traditional internal information logistic perspective of companies. Digital options could then be used to align individual and organizational information leading not only to new product and service offers, but also to new work structures in organizations. Thus, we extend prior literature regarding business process management and information logistics by highlighting how information demand patterns (IDP) have to be adapted to individual processes. Our exploratory approach is to demonstrate conceptually the conditions and implications of individual IDPs.
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| 7. |
- Leyer, Michael, et al.
(författare)
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Structuring digital options towards reducing the struggle of finding the needle in the digital haystack
- 2017
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Ingår i: WM 2017: Professionelles Wissensmanagement. ; , s. 18-24
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Konferensbidrag (refereegranskat)abstract
- Employees are confronted with more and more different kinds of digital support in their workplace. However, not every support of such kind is perceived positively, but there are also downsides related to the increase of information and knowledge requirements that come along with it. Hence, employees are often overstrained, an aspect prior research has not emphasized in its entirety regarding digital options. In this position paper, we propose a framework to categorize digital options in the workplace and call for further research regarding downsides of these options from a knowledge perspective.
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