@inproceedings{CzarneckiHeuserSpiliopoulou2009,
  author    = {Czarnecki, Christian and Heuser, Marcus and Spiliopoulou, Myra},
  title     = {How does the implementation of a next generation network influence a telecommunication company?},
  series = {European and Mediterranean Conference on Information Systems},
  booktitle = {European and Mediterranean Conference on Information Systems},
  editor    = {Irani, Zahir},
  publisher = {Brunel University},
  address   = {London},
  isbn      = {9781902316697},
  pages     = {1 -- 11},
  year      = {2009},
  abstract  = {As the potential of a Next Generation Network (NGN) is recognized, telecommunication companies consider switching to it. Although the implementation of an NGN seems to be merely a modification of the network infrastructure, it may trigger or require changes in the whole company and even influence the company strategy. To capture the effects of NGN we propose a framework based on concepts of business engineering and technical recommendations for the introduction of NGN technology. The specific design of solutions for the layers "Strategy", "Processes" and "Information Systems" as well as their interdependencies are an essential characteristic of the developed framework. We have per-formed a case study on NGN implementation and observed that all layers captured by our framework are influenced by the introduction of an NGN.},
  language  = {en}
}
@article{CzarneckiHeuserKraemeretal.2006,
  author    = {Czarnecki, Christian and Heuser, Marcus and Kr{\"a}mer, Christian and Stummer, Christoph and Theisinger, Felix and Wettklo, Michael},
  title     = {How to get more customer satisfaction : Erfolg im Wettbewerb durch kundenzentrierte Prozesse},
  series = {Detecon Management Report},
  journal   = {Detecon Management Report},
  number    = {3},
  publisher = {Detecon Internat. GmbH},
  address   = {Eschborn},
  issn      = {1867-3147},
  pages     = {29 -- 33},
  year      = {2006},
  abstract  = {Unternehmen sind in der Regel {\"u}berzeugt, dass sie die Bed{\"u}rfnisse ihrer Kunden in den Mittelpunkt stellen. Aber in der direkten Interaktion mit dem Kunden zeigen sie h{\"a}ufig Schw{\"a}chen. Der folgende Beitrag illustriert, wie durch eine konsequente Ausrichtung der Wertsch{\"o}pfungsprozesse auf die zentralen Kundenbed{\"u}rfnisse ein Dreifacheffekt erzielt werden kann: Nachhaltig erh{\"o}hte Kundenzufriedenheit, gesteigerte Effizienz und eine Differenzierung im Wettbewerb.},
  language  = {de}
}