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Prozessorientierte Messung der Customer Experience am Beispiel der Telekommunikationsindustrie
(2018)
Hohe Wettbewerbsintensität 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 vollständig zu erfassen. Daher wird in diesem Kapitel eine prozessübergreifende Referenzlösung 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. Für die erkannten Schwachstellen werden über eine Referenzmatrix mögliche Auslöser abgeleitet und anhand von typischen Geschäftsfallmengen bewertet. Somit ist eine direkte Zuordnung und Erfolgsmessung konkreter Maßnahmen zur Behebung der Schwachstellen möglich. Die so entwickelte Referenzlösung wurde im Projekt K1 bei der Deutschen Telekom erfolgreich umgesetzt. Details zur Umsetzung werden als Fallstudien dargestellt.
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.
Gearboxes are mechanical transmission systems that provide speed and torque conversions from a rotating power source. Being a central element of the drive train, they are relevant for the efficiency and durability of motor vehicles. In this work, we present a new approach for gearbox design: Modeling the design problem as a mixed-integer nonlinear program (MINLP) allows us to create gearbox designs from scratch for arbitrary requirements and—given enough time—to compute provably globally optimal designs for a given objective. We show how different degrees of freedom influence the runtime and present an exemplary solution.
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.
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.
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.
We present a robotic tool that autonomously follows a conversation to enable remote presence in video conferencing. When humans participate in a meeting with the help of video conferencing tools, it is crucial that they are able to follow the conversation both with acoustic and visual input. To this end, we design and implement a video conferencing tool robot that uses binaural sound source localization as its main source to autonomously orient towards the currently talking speaker. To increase robustness of the acoustic cue against noise we supplement the sound localization with a source detection stage. Also, we include a simple onset detector to retain fast response times. Since we only use two microphones, we are confronted with ambiguities on whether a source is in front or behind the device. We resolve these ambiguities with the help of face detection and additional moves. We tailor the system to our target scenarios in experiments with a four minute scripted conversation. In these experiments we evaluate the influence of different system settings on the responsiveness and accuracy of the device.
For a wide acceptance of E-Mobility, a well-developed charging infrastructure is needed. Conductive charging stations, which are today’s state of the art, are of limited suitability for urbanised areas, since they cause a significant diversification in townscape. Furthermore, they might be destroyed by vandalism. Besides for those urbanistic reasons, inductive charging stations are a much more comfortable alternative, especially in urbanised areas. The usage of conductive charging stations requires more or less bulky charging cables. The handling of those standardised charging cables, especially during poor weather conditions, might cause inconvenience, such as dirty clothing etc. Wireless charging does not require visible and vandalism vulnerable charge sticks. No wired connection between charging station and vehicle is needed, which enable the placement below the surface of parking spaces or other points of interest. Inductive charging seems to be the optimal alternative for E-Mobility, as a high power transfer can be realised with a manageable technical and financial effort. For a well-accepted and working public charging infrastructure in urbanised areas it is essential that the infrastructure fits the vehicles’ needs. Hence, a well-adjusted standardisation of the charging infrastructure is essential. This is carried out by several IEC (International Electrotechnical Commission) and national standardisation committees. To ensure an optimised technical solution for future’s inductive charging infrastructures, several field tests had been carried out and are planned in near future.
Rugged terrain robot designs are important for field robotics missions. A number of commercial platforms are available, however, at an impressive price. In this paper, we describe the hardware and software component of a low-cost wheeled rugged-terrain robot. The robot is based on an electric children quad bike and is modified to be driven by wire. In terms of climbing properties, operation time and payload it can compete with some of the commercially available platforms, but at a far lower price.
Information and communication technology for integrated mobility concepts such as E-carsharing
(2015)
During the past decade attitude towards sharing things has changed extremely. Not just personal data is shared (e.g. in social networks) but also mobility. Together with the increased ecological awareness of the recent years, new mobility concepts have evolved. E-carsharing has become a symbol for these changes of attitude. The management of a shared car fleet, the energy management of electric mobility and the management of various carsharing users with individual likes and dislikes are just some of the major challenges of e-carsharing. Weaving it into integrated mobility concepts, this raises complexity even further. These challenges can only be overcome by an appropriate amount of well-shaped information available at the right place and time. In order to gather, process and share the required information, fleet cars have to be equipped with modern information and communication technology (ICT) and become so-called fully connected cars. Ensuring the usability of these ICT systems is another challenge that is often neglected, even though it is usability that makes carsharing comfortable, attractive and supports users’ new attitudes. By means of an integrated and consistent concept for human-machine interaction (HMI), the usability of such systems can be raised tremendously.
A new trend in automation is to deploy so-called cyber-physical systems (CPS) which combine computation with physical processes. The novel RoboCup Logistics League Sponsored by Festo (LLSF) aims at such CPS logistic scenarios in an automation setting. A team of robots has to produce products from a number of semi-finished products which they have to machine during the game. Different production plans are possible and the robots need to recycle scrap byproducts. This way, the LLSF is a very interesting league offering a number of challenging research questions for planning, coordination, or communication in an application-driven scenario. In this paper, we outline the objectives of the LLSF and present steps for developing the league further towards a benchmark for logistics scenarios for CPS. As a major milestone we present the new automated referee system which helps in governing the game play as well as keeping track of the scored points in a very complex factory scenario.
RGB-D sensors such as the Microsoft Kinect or the Asus Xtion are inexpensive 3D sensors. A depth image is computed by calculating the distortion of a known infrared light (IR) pattern which is projected into the scene. While these sensors are great devices they have some limitations. The distance they can measure is limited and they suffer from reflection problems on transparent, shiny, or very matte and absorbing objects. If more than one RGB-D camera is used the IR patterns interfere with each other. This results in a massive loss of depth information. In this paper, we present a simple and powerful method to overcome these problems. We propose a stereo RGB-D camera system which uses the pros of RGB-D cameras and combine them with the pros of stereo camera systems. The idea is to utilize the IR images of each two sensors as a stereo pair to generate a depth map. The IR patterns emitted by IR projectors are exploited here to enhance the dense stereo matching even if the observed objects or surfaces are texture-less or transparent. The resulting disparity map is then fused with the depth map offered by the RGB-D sensor to fill the regions and the holes that appear because of interference, or due to transparent or reflective objects. Our results show that the density of depth information is increased especially for transparent, shiny or matte objects.
Innovation und Kommunikation
(2013)
Many biped robots deploy a form of gait that follows the zero moment point (ZMP) approach, that is, the robot is in a stable position at any point in time. This requires the robot to be fully actuated. While very stable, the draw-backs of this approach are a fairly slow gait and high energy consumption. An alternative approach is the so-called passive-dynamic walking, where the gait makes use of the inertia and dynamic stability of the robot. In this paper we describe our ongoing work of combining the principles of passive-dynamic walking on the fully-actuated biped robot Nao, which is also deployed for robotic soccer applications. We present a simple controller that allows the robot to stably rock sidewards, showing a closed limit-cycle. We discuss first results of superimposing a forward motion on the sidewards motion. Based on this we expect to endow the Nao with a fast, robust, and stable passive-dynamic walk on the fully-actuated Nao in the future.
Erfolgreiches IT-Marketing
(2013)
In this paper, the multicarrier physical layers of WiMAX are evaluated in the context of airport data links. The orthogonal frequency-division multiplexing (OFDM) and orthogonal frequency-division multiple-access (OFDMA) cases are applied to the forward link (FL) and reverse link (RL), respectively. The performance of the so called parking and taxi scenarios is presented for airport communications in C-band. Numerical results show that the proposed scheme brings good performance for both the FL and the RL. For the OFDMA case a structure changing called double-tile is also proposed to improve the system performance.
3D-Imaging
(2009)
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.
Analog anzeigende Digitaluhr
(1983)
Fußball oder Mathematik
(1971)