@incollection{SchneiderWisselinkNoelleetal.2020, author = {Schneider, Dominik and Wisselink, Frank and N{\"o}lle, Nikolai and Czarnecki, Christian}, title = {Influence of artificial intelligence on commercial interactions in the consumer market}, series = {Automatisierung und Personalisierung von Dienstleistungen : Methoden - Potenziale - Einsatzfelder}, booktitle = {Automatisierung und Personalisierung von Dienstleistungen : Methoden - Potenziale - Einsatzfelder}, editor = {Bruhn, Manfred and Hadwich, Karsten}, publisher = {Springer Gabler}, address = {Wiesbaden}, isbn = {978-3-658-30167-5 (Print)}, doi = {10.1007/978-3-658-30168-2_7}, pages = {183 -- 205}, year = {2020}, abstract = {Recently, novel AI-based services have emerged in the consumer market. AI-based services can affect the way consumers take commercial decisions. Research on the influence of AI on commercial interactions is in its infancy. In this chapter, a framework creating a first overview of the influence of AI on commercial interactions is introduced. This framework summarizes the findings of comparing numerous customer journeys of novel AI-based services with corresponding non-AI equivalents.}, language = {en} } @inproceedings{AuthCzarneckiBensberg2019, author = {Auth, Gunnar and Czarnecki, Christian and Bensberg, Frank}, title = {Impact of robotic process automation on enterprise architectures}, series = {GI Edition Proceedings Band 295 INFORMATIK 2019, Workshop-Beitr{\"a}ge}, booktitle = {GI Edition Proceedings Band 295 INFORMATIK 2019, Workshop-Beitr{\"a}ge}, editor = {Draude, Claude and Lange, Martin and Sick, Bernhard and Gesellschaft f{\"u}r Informatik e.V. (GI),}, publisher = {K{\"o}llen}, address = {Bonn}, isbn = {9783885796893}, issn = {1617-5468}, doi = {10.18420/inf2019_ws05}, pages = {59 -- 65}, year = {2019}, abstract = {The initial idea of Robotic Process Automation (RPA) is the automation of business processes through the presentation layer of existing application systems. For this simple emulation of user input and output by software robots, no changes of the systems and architecture is required. However, considering strategic aspects of aligning business and technology on an enterprise level as well as the growing capabilities of RPA driven by artificial intelligence, interrelations between RPA and Enterprise Architecture (EA) become visible and pose new questions. In this paper we discuss the relationship between RPA and EA in terms of perspectives and implications. As workin- progress we focus on identifying new questions and research opportunities related to RPA and EA.}, language = {en} } @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} } @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} } @incollection{Czarnecki2018, author = {Czarnecki, Christian}, title = {Establishment of a central process governance organization combined with operational process improvements : Insights from a BPM Project at a leading telecommunications operator in the Middle East}, series = {Business process management cases : digital innovation and business transformation in practice}, booktitle = {Business process management cases : digital innovation and business transformation in practice}, editor = {vom Brocke, Jan and Mendling, Jan}, publisher = {Springer}, address = {Cham}, isbn = {978-3-319-58306-8}, doi = {10.1007/978-3-319-58307-5}, pages = {57 -- 76}, year = {2018}, abstract = {Because of customer churn, strong competition, and operational inefficiencies, the telecommunications operator ME Telco (fictitious name due to confidentiality) launched a strategic transformation program that included a Business Process Management (BPM) project. Major problems were silo-oriented process management and missing cross-functional transparency. Process improvements were not consistently planned and aligned with corporate targets. Measurable inefficiencies were observed on an operational level, e.g., high lead times and reassignment rates of the incident management process.}, language = {en} } @inproceedings{BrockmannSultanowCzarnecki2018, author = {Brockmann, Carsten and Sultanow, Eldar and Czarnecki, Christian}, title = {Enterprise architectures between agility and traditional methodologies}, series = {GI Edition Proceedings Band 285 Workshops der INFORMATIK 2018}, booktitle = {GI Edition Proceedings Band 285 Workshops der INFORMATIK 2018}, editor = {Czarnecki, Christian and Brockmann, Carsten and Sultanow, Eldar and Koschmider, Agnes and Selzer, Annika and Gesellschaft f{\"u}r Informatik e. V.,}, publisher = {K{\"o}llen}, address = {Bonn}, isbn = {9783885796794}, issn = {1617-5468}, pages = {1 Seite}, year = {2018}, abstract = {For this year's workshop on Enterpirse Architecture in Research and Practice we have received eight submissions from which four have passed the rigorous peer-review. The acceptance quote of 50\% assures that only advancements in the field are included in our workshop.}, language = {en} } @incollection{SchmitzDietzeCzarnecki2019, author = {Schmitz, Manfred and Dietze, Christian and Czarnecki, Christian}, title = {Enabling digital transformation through robotic process automation at Deutsche Telekom}, series = {Enabling digital transformation through robotic process automation at Deutsche Telekom}, booktitle = {Enabling digital transformation through robotic process automation at Deutsche Telekom}, editor = {Urbach, Nils and R{\"o}glinger, Maximilian}, publisher = {Springer}, address = {Cham}, isbn = {978-3-319-95272-7}, doi = {10.1007/978-3-319-95273-4_2}, pages = {15 -- 33}, year = {2019}, abstract = {Due to the high number of customer contacts, fault clearances, installations, and product provisioning per year, the automation level of operational processes has a significant impact on financial results, quality, and customer experience. Therefore, the telecommunications operator Deutsche Telekom (DT) has defined a digital strategy with the objectives of zero complexity and zero complaint, one touch, agility in service, and disruptive thinking. In this context, Robotic Process Automation (RPA) was identified as an enabling technology to formulate and realize DT's digital strategy through automation of rule-based, routine, and predictable tasks in combination with structured and stable data.}, language = {en} } @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} } @inproceedings{CzarneckiDietze2017, author = {Czarnecki, Christian and Dietze, Christian}, title = {Domain-Specific reference modeling in the telecommunications industry}, series = {DESRIST 2017: Designing the Digital Transformation}, booktitle = {DESRIST 2017: Designing the Digital Transformation}, editor = {Maedche, Alexander and vom Brocke, Jan and Hevner, Alan}, publisher = {Springer}, address = {Cham}, isbn = {978-3-319-59144-5}, doi = {10.1007/978-3-319-59144-5_19}, pages = {313 -- 329}, year = {2017}, abstract = {The telecommunications industry is currently going through a major transformation. In this context, the enhanced Telecom Operations Map (eTOM) is a domain-specific process reference model that is offered by the industry organization TM Forum. In practice, eTOM is well accepted and confirmed as de facto standard. It provides process definitions and process flows on different levels of detail. This article discusses the reference modeling of eTOM, i.e., the design, the resulting artifact, and its evaluation based on three project cases. The application of eTOM in three projects illustrates the design approach and concrete models on strategic and operational levels. The article follows the Design Science Research (DSR) paradigm. It contributes with concrete design artifacts to the transformational needs of the telecommunications industry and offers lessons-learned from a general DSR perspective.}, language = {en} } @incollection{BensbergBuscherCzarnecki2019, author = {Bensberg, Frank and Buscher, Gandalf and Czarnecki, Christian}, title = {Digital transformation and IT topics in the consulting industry: a labor market perspective}, series = {Advances in consulting research : recent findings and practical cases}, booktitle = {Advances in consulting research : recent findings and practical cases}, editor = {Nissen, Volker}, publisher = {Springer}, address = {Cham}, isbn = {978-3-319-95998-6}, doi = {10.1007/978-3-319-95999-3_16}, pages = {341 -- 357}, year = {2019}, abstract = {Information technologies, such as big data analytics, cloud computing, cyber physical systems, robotic process automation, and the internet of things, provide a sustainable impetus for the structural development of business sectors as well as the digitalization of markets, enterprises, and processes. Within the consulting industry, the proliferation of these technologies opened up the new segment of digital transformation, which focuses on setting up, controlling, and implementing projects for enterprises from a broad range of sectors. These recent developments raise the question, which requirements evolve for IT consultants as important success factors of those digital transformation projects. Therefore, this empirical contribution provides indications regarding the qualifications and competences necessary for IT consultants in the era of digital transformation from a labor market perspective. On the one hand, this knowledge base is interesting for the academic education of consultants, since it supports a market-oriented design of adequate training measures. On the other hand, insights into the competence requirements for consultants are considered relevant for skill and talent management processes in consulting practice. Assuming that consulting companies pursue a strategic human resource management approach, labor market information may also be useful to discover strategic behavioral patterns.}, language = {en} }