@incollection{HaukCzarneckiDietze2018,
  author    = {Hauk, Joachim and Czarnecki, Christian and Dietze, Christian},
  title     = {Prozessorientierte Messung der Customer Experience am Beispiel der Telekommunikationsindustrie},
  series = {Customer Experience im Zeitalter des Kunden : Best Practices, Lessons Learned und Forschungsergebnisse},
  booktitle = {Customer Experience im Zeitalter des Kunden : Best Practices, Lessons Learned und Forschungsergebnisse},
  editor    = {Rusnjak, Andreas and Schallmo, Daniel R. A.},
  publisher = {Springer Gabler},
  address   = {Wiesbaden},
  isbn      = {978-3-658-18961-7},
  doi       = {10.1007/978-3-658-18961-7_7},
  pages     = {195 -- 216},
  year      = {2018},
  abstract  = {Hohe Wettbewerbsintensit{\"a}t und gestiegene Kundenanforderungen erfordern bei Telekommunikationsunternehmen eine aktive Gestaltung der Customer Experience (CX). Ein wichtiger Aspekt dabei ist die CX-Messung. Traditionelle Zufriedenheitsmessungen sind oft nicht ausreichend, um die Kundenerfahrung in komplexen Prozessen vollst{\"a}ndig zu erfassen. Daher wird in diesem Kapitel eine prozess{\"u}bergreifende Referenzl{\"o}sung zur CX-Messung am Beispiel der Telekommunikationsindustrie vorgeschlagen. Ausgangspunkt ist ein industriespezifisches Prozessmodell, das sich an dem Referenzmodell eTOM orientiert. Dieses wird um Messpunkte erweitert, die Schwachstellen in Bezug auf die CX identifizieren. F{\"u}r die erkannten Schwachstellen werden {\"u}ber eine Referenzmatrix m{\"o}gliche Ausl{\"o}ser abgeleitet und anhand von typischen Gesch{\"a}ftsfallmengen bewertet. Somit ist eine direkte Zuordnung und Erfolgsmessung konkreter Maßnahmen zur Behebung der Schwachstellen m{\"o}glich. Die so entwickelte Referenzl{\"o}sung wurde im Projekt K1 bei der Deutschen Telekom erfolgreich umgesetzt. Details zur Umsetzung werden als Fallstudien dargestellt.},
  language  = {de}
}
@incollection{CzarneckiBensberg2019,
  author    = {Czarnecki, Christian and Bensberg, Frank},
  title     = {Enhanced Telecom Operations Map (eTOM)},
  series = {Enzyklop{\"a}die der Wirtschaftsinformatik},
  booktitle = {Enzyklop{\"a}die der Wirtschaftsinformatik},
  publisher = {Gito},
  address   = {Berlin},
  pages     = {1 -- 4},
  year      = {2019},
  language  = {de}
}
@incollection{CzarneckiHongSchmitzetal.2021,
  author    = {Czarnecki, Christian and Hong, Chin-Gi and Schmitz, Manfred and Dietze, Christian},
  title     = {Enabling digital transformation through cognitive robotic process automation at Deutsche Telekom Services Europe},
  series = {Digitalization Cases Vol. 2 : Mastering digital transformation for global business},
  booktitle = {Digitalization Cases Vol. 2 : Mastering digital transformation for global business},
  editor    = {Urbach, Nils and R{\"o}glinger, Maximilian and Kautz, Karlheinz and Alias, Rose Alinda and Saunders, Carol and Wiener, Martin},
  publisher = {Springer},
  address   = {Cham},
  isbn      = {978-3-030-80002-4 (Print)},
  doi       = {10.1007/978-3-030-80003-1},
  pages     = {123 -- 138},
  year      = {2021},
  abstract  = {Subject of this case is Deutsche Telekom Services Europe (DTSE), a service center for administrative processes. Due to the high volume of repetitive tasks (e.g., 100k manual uploads of offer documents into SAP per year), automation was identified as an important strategic target with a high management attention and commitment. DTSE has to work with various backend application systems without any possibility to change those systems. Furthermore, the complexity of administrative processes differed. When it comes to the transfer of unstructured data (e.g., offer documents) to structured data (e.g., MS Excel files), further cognitive technologies were needed.},
  language  = {en}
}
@incollection{CzarneckiFettke2021,
  author    = {Czarnecki, Christian and Fettke, Peter},
  title     = {Robotic process automation : Positioning, structuring, and framing the work},
  series = {Robotic process automation : Management, technology, applications},
  booktitle = {Robotic process automation : Management, technology, applications},
  editor    = {Czarnecki, Christian and Fettke, Peter},
  publisher = {De Gruyter},
  address   = {Oldenbourg},
  isbn      = {978-3-11-067668-6 (Print)},
  doi       = {10.1515/9783110676693-202},
  pages     = {3 -- 24},
  year      = {2021},
  abstract  = {Robotic process automation (RPA) has attracted increasing attention in research and practice. This chapter positions, structures, and frames the topic as an introduction to this book. RPA is understood as a broad concept that comprises a variety of concrete solutions. From a management perspective RPA offers an innovative approach for realizing automation potentials, whereas from a technical perspective the implementation based on software products and the impact of artificial intelligence (AI) and machine learning (ML) are relevant. RPA is industry-independent and can be used, for example, in finance, telecommunications, and the public sector. With respect to RPA this chapter discusses definitions, related approaches, a structuring framework, a research framework, and an inside as well as outside architectural view. Furthermore, it provides an overview of the book combined with short summaries of each chapter.},
  language  = {en}
}
@incollection{Fissabre2022,
  author    = {Fissabre, Anke},
  title     = {Die Bauten des j{\"u}dischen Friedhofs an der L{\"u}tticher Straße},
  series = {Der J{\"u}dische Friedhof Aachen},
  booktitle = {Der J{\"u}dische Friedhof Aachen},
  editor    = {Dux, Holger A.},
  publisher = {Mayersche Buchhandlung Aachen GmbH},
  address   = {Aachen},
  isbn      = {978-3-87519-266-7},
  pages     = {51 -- 69},
  year      = {2022},
  language  = {de}
}
@incollection{Fissabre2022,
  author    = {Fissabre, Anke},
  title     = {Ein Entwurf f{\"u}r die Umnutzung der Bauten des j{\"u}dischen Friedhofs an der L{\"u}tticher Straße},
  series = {Der j{\"u}dische Friedhof Aachen L{\"u}tticher Straße Aachen},
  booktitle = {Der j{\"u}dische Friedhof Aachen L{\"u}tticher Straße Aachen},
  editor    = {Dux, Holger A.},
  publisher = {Mayersche Buchhandlung Aachen GmbH},
  address   = {Aachen},
  isbn      = {978-3-87519-266-7},
  pages     = {71 -- 74},
  year      = {2022},
  language  = {de}
}
@incollection{CzarneckiBensberg2019,
  author    = {Czarnecki, Christian and Bensberg, Frank},
  title     = {Telekommunikationsunternehmen, Anwendungssysteme f{\"u}r},
  series = {Enzyklop{\"a}die der Wirtschaftsinformatik},
  booktitle = {Enzyklop{\"a}die der Wirtschaftsinformatik},
  publisher = {Gito},
  address   = {Berlin},
  pages     = {1 -- 3},
  year      = {2019},
  language  = {de}
}
@incollection{Czarnecki2019,
  author    = {Czarnecki, Christian},
  title     = {Robotergesteuerte Prozessautomatisierung},
  series = {Enzyklop{\"a}die der Wirtschaftsinformatik},
  booktitle = {Enzyklop{\"a}die der Wirtschaftsinformatik},
  publisher = {Gito},
  address   = {Berlin},
  pages     = {1 -- 3},
  year      = {2019},
  language  = {de}
}
@incollection{Fissabre2022,
  author    = {Fissabre, Anke},
  title     = {kirchen-bauhaus? - Die Kunstgewerbeschule in Aachen unter Rudolf Schwarz},
  series = {Zwischen den Zeiten - Besatzung und Aufbruch in Aachen, 1919-1932},
  booktitle = {Zwischen den Zeiten - Besatzung und Aufbruch in Aachen, 1919-1932},
  editor    = {Soldwisch, Ines and Schmitz, Stefan},
  publisher = {Aachener Karnevalsverein (AKV)},
  address   = {Aachen},
  isbn      = {978-3-9825016-0-4},
  pages     = {54 -- 65},
  year      = {2022},
  language  = {de}
}
@incollection{BensbergAuthCzarnecki2021,
  author    = {Bensberg, Frank and Auth, Gunnar and Czarnecki, Christian},
  title     = {Finding the perfect RPA match : a criteria-based selection method for RPA solutions},
  series = {Robotic process automation : Management, technology, applications},
  booktitle = {Robotic process automation : Management, technology, applications},
  editor    = {Czarnecki, Christian and Fettke, Peter},
  publisher = {De Gruyter},
  address   = {Oldenbourg},
  isbn      = {978-3-11-067677-8},
  doi       = {10.1515/9783110676693-201},
  pages     = {47 -- 75},
  year      = {2021},
  abstract  = {The benefits of robotic process automation (RPA) are highly related to the usage of commercial off-the-shelf (COTS) software products that can be easily implemented and customized by business units. But, how to find the best fitting RPA product for a specific situation that creates the expected benefits? This question is related to the general area of software evaluation and selection. In the face of more than 75 RPA products currently on the market, guidance considering those specifics is required. Therefore, this chapter proposes a criteria-based selection method specifically for RPA. The method includes a quantitative evaluation of costs and benefits as well as a qualitative utility analysis based on functional criteria. By using the visualization of financial implications (VOFI) method, an application-oriented structure is provided that opposes the total cost of ownership to the time savings times salary (TSTS). For the utility analysis a detailed list of functional criteria for RPA is offered. The whole method is based on a multi-vocal review of scientific and non-scholarly literature including publications by business practitioners, consultants, and vendors. The application of the method is illustrated by a concrete RPA example. The illustrated structures, templates, and criteria can be directly utilized by practitioners in their real-life RPA implementations. In addition, a normative decision process for selecting RPA alternatives is proposed before the chapter closes with a discussion and outlook.},
  language  = {en}
}