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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.
Erfolgreiches IT-Marketing
(2013)
The energy-efficiency of technical systems can be improved by a systematic design approach. Technical Operations Research (TOR) employs methods known from Operations Research to find a global optimal layout and operation strategy of technical systems. We show the practical usage of this approach by the systematic design of a decentralized water supply system for skyscrapers. All possible network options and operation strategies are modeled by a Mixed-Integer Nonlinear Program. We present the optimal system found by our approach and highlight the energy savings compared to a conventional system design.
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.
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.
Einfluss von Künstlicher Intelligenz auf Customer Journeys am Beispiel von intelligentem Parken
(2021)
Im Konsumentenmarkt entstehen vermehrt neue Anwendungen von Künstlicher
Intelligenz (KI). Zunehmend drängen auch Geräte und Dienste in den Markt, die
eigenständig über das Internet kommunizieren. Dadurch können diese Geräte und
Dienste mit neuartigen KI-basierten Diensten verbessert werden. Solche Dienste
können die Art und Weise beeinflussen, wie Kunden kommerzielle Entscheidungen
treffen und somit das Kundenerlebnis maßgeblich verändern. Der Einfluss von KI
auf kommerzielle Interaktionen wurde bisher noch nicht umfassend untersucht.
Basierend auf einem Framework, welches einen ersten Überblick über die Effekte
von KI auf kommerzielle Interaktionen gibt, wird in diesem Kapitel der Einfluss von KI auf Customer Journeys am konkreten Anwendungsfall des intelligenten Parkens analysiert. Die daraus gewonnenen Erkenntnisse können in der Praxis als Grundlage
genutzt werden, um das Potenzial von KI zu verstehen und bei der Gestaltung eigener Customer Journeys umzusetzen.
In der Diskussion über die Digitalisierung der Forschung spielt die Frage nach der optimalen IT-Unterstützung für Forschende eine wichtige Rolle. Forschende können heute an ihren Hochschulen bzw. Wissenschaftseinrichtungen auf ein breites Angebot interner IT-Dienstleistungen zurückgreifen, das auch kooperative IT-Dienste umfasst, die von mehreren Institutionen in Zusammenarbeit bereitgestellt werden. Außerhalb der eigenen Organisation und des weiteren Verbunds hat sich im Internet zudem ein breites externes Angebot an innovativen, häufig kostenlos nutzbaren Onlinediensten entwickelt. Neben horizontalen Onlinediensten, die sich prinzipiell an jeden Internetnutzer richten (bspw. Dropbox, Twitter, WhatsApp), nimmt auch die Zahl von vertikalen Diensten für wissenschaftliche bzw. Forschungszwecke immer weiter zu (bspw. GoogleScholar, ResearchGate, figshare). Für Forschende eröffnen sich damit vielfältige neue Möglichkeiten, ihren individuellen Forschungsprozess durch digitale Werkzeuge zu verbessern. Aufgrund rechtlicher, technischer und personeller Restriktionen können jedoch interne Dienstleister bei der Identifizierung, Auswahl und Nutzung externer Onlinedienste nur wenig Unterstützung leisten. Aus einer serviceorientierten Perspektive stehen Forschende zunehmend vor dem Problem, wie sich heterogene IT-Dienste interner und externer Anbieter in den eigenen Forschungsprozess integrieren lassen. Als Lösungsansatz skizziert das Kapitel das Konzept eines persönlichen Forschungsinformationssystems
nach Gesichtspunkten eines digitalen Servicesystems.
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.
Pure analytical or experimental methods can only find a control strategy for technical systems with a fixed setup. In former contributions we presented an approach that simultaneously finds the optimal topology and the optimal open-loop control of a system via Mixed Integer Linear Programming (MILP). In order to extend this approach by a closed-loop control we present a Mixed Integer Program for a time discretized tank level control. This model is the basis for an extension by combinatorial decisions and thus for the variation of the network topology. Furthermore, one is able to appraise feasible solutions using the global optimality gap.
Cyber-physical systems are ever more common in manufacturing industries. Increasing their autonomy has been declared an explicit goal, for example, as part of the Industry 4.0 vision. To achieve this system intelligence, principled and software-driven methods are required to analyze sensing data, make goal-directed decisions, and eventually execute and monitor chosen tasks. In this chapter, we present a number of knowledge-based approaches to these problems and case studies with in-depth evaluation results of several different implementations for groups of autonomous mobile robots performing in-house logistics in a smart factory. We focus on knowledge-based systems because besides providing expressive languages and capable reasoning techniques, they also allow for explaining how a particular sequence of actions came about, for example, in the case of a failure.
In the context of the increasing digitalization, the Internet of Things (IoT) is seen as a technological driver through which completely new business models can emerge in the interaction of different players. Identified key players include traditional industrial companies, municipalities and telecommunications companies. The latter, by providing connectivity, ensure that small devices with tiny batteries can be connected almost anywhere and directly to the Internet. There are already many IoT use cases on the market that provide simplification for end users, such as Philips Hue Tap. In addition to business models based on connectivity, there is great potential for information-driven business models that can support or enhance existing business models. One example is the IoT use case Park and Joy, which uses sensors to connect parking spaces and inform drivers about available parking spaces in real time. Information-driven business models can be based on data generated in IoT use cases. For example, a telecommunications company can add value by deriving more decision-relevant information – called insights – from data that is used to increase decision agility. In addition, insights can be monetized. The monetization of insights can only be sustainable, if careful attention is taken and frameworks are considered. In this chapter, the concept of information-driven business models is explained and illustrated with the concrete use case Park and Joy. In addition, the benefits, risks and framework conditions are discussed.
In the future, we expect manufacturing companies to follow a new paradigm that mandates more automation and autonomy in production processes. Such smart factories will offer a variety of production technologies as services that can be combined ad hoc to produce a large number of different product types and variants cost-effectively even in small lot sizes. This is enabled by cyber-physical systems that feature flexible automated planning methods for production scheduling, execution control, and in-factory logistics.
During development, testbeds are required to determine the applicability of integrated systems in such scenarios. Furthermore, benchmarks are needed to quantify and compare system performance in these industry-inspired scenarios at a comprehensible and manageable size which is, at the same time, complex enough to yield meaningful results.
In this chapter, based on our experience in the RoboCup Logistics League (RCLL) as a specific example, we derive a generic blueprint for how a holistic benchmark can be developed, which combines a specific scenario with a set of key performance indicators as metrics to evaluate the overall integrated system and its components.
Arbeitswissenschaft
(2001)
Unter Arbeit wird das Tätigsein des Menschen verstanden, bei dem dieser mit anderen Menschen und (technischen) Hilfsmitteln in Interaktion tritt, um unter wirtschaftlichen Zielsetzungen Güter und Dienstleistungen zu erstellen (Luczak, 1998a). Arbeit dient direkt oder indirekt der Erhaltung der eigenen Existenz und der Existenz der Gesellschaft. Arbeit ist deshalb eine besondere Form des Tätigseins neben anderen wie Spiel, Sport, Lemen usw.
Software development projects often fail because of insufficient code quality. It is now well documented that the task of testing software, for example, is perceived as uninteresting and rather boring, leading to poor software quality and major challenges to software development companies. One promising approach to increase the motivation for considering software quality is the use of gamification. Initial research works already investigated the effects of gamification on software developers and come to promising. Nevertheless, a lack of results from field experiments exists, which motivates the chapter at hand. By conducting a gamification experiment with five student software projects and by interviewing the project members, the chapter provides insights into the changing programming behavior of information systems students when confronted with a leaderboard. The results reveal a motivational effect as well as a reduction of code smells.