TY  - CONF
A1  - Czarnecki, Christian
A1  - Winkelmann, Axel
A1  - Spiliopoulou, Myra
A2  - Pokorny, Jaroslav
A2  - Repa, Vaclav
A2  - Richta, Karel
A2  - Wojtkowski, Wita
A2  - Linger, Henry
A2  - Barry, Chris
A2  - Lang, Michael
T1  - Making business systems in the telecommunication industry more customer-oriented
T2  - Information Systems Development : Business Systems and Services: Modeling and Development
N2  - Market changes have forced telecommunication companies to transform their business. Increased competition, short innovation cycles, changed usage patterns, increased customer expectations and cost reduction are the main drivers. Our objective is to analyze to what extend transformation projects have improved the orientation towards the end-customers. Therefore, we selected 38 real-life case studies that are dealing with customer orientation. Our analysis is based on a telecommunication-specific framework that aligns strategy, business processes and information systems. The result of our analysis shows the following: transformation projects that aim to improve the customer orientation are combined with clear goals on costs and revenue of the enterprise. These projects are usually directly linked to the customer touch points, but also to the development and provisioning of products. Furthermore, the analysis shows that customer orientation is not the sole trigger for transformation. There is no one-fits-all solution; rather, improved customer orientation needs aligned changes of business processes as well as information systems related to different parts of the company.
KW  - Business Process
KW  - Customer Orientation
KW  - Enterprise Architecture
KW  - Transformation Project
KW  - Telecommunication Industry
Y1  - 2011
UR  - https://opus.bibliothek.fh-aachen.de/opus4/frontdoor/index/index/docId/10283
SN  - 978-1-4419-9645-9 (Print)
SN  - 978-1-4419-9790-6 (Online)
N1  - 19th International Conference on Information Systems Development held in Prague, Czech Republic, August 25 - 27, 2010.
SP  - 169
EP  - 180
PB  - Springer
CY  - New York
ER  -