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Durch die Fragmentierung von Wertschöpfungsketten ergeben sich neue Herausforderungen für das Management von Kundenbeziehungen. Die Dissertation untersucht die daraus resultierenden Anforderungen an eine übergreifende Integration von Customer Relationship Management in der
Telekommunikationsindustrie. Ziel ist es, durch Anwendung von Methoden eines Enterprise Architecture Framework eine übergreifend Lösung zu gestalten. Grundlegende Prämisse dabei ist, dass die übergreifende Gestaltung eines Customer Relationship Management für alle an der
Wertschöpfung beteiligten Unternehmen vorteilhaft ist.
Market changes have forced telecommunication companies to transform their business. Increased competition, short innovation cycles, changed usage patterns, increased customer expectations and cost reduction are the main drivers. Our objective is to analyze to what extend transformation projects have improved the orientation towards the end-customers. Therefore, we selected 38 real-life case studies that are dealing with customer orientation. Our analysis is based on a telecommunication-specific framework that aligns strategy, business processes and information systems. The result of our analysis shows the following: transformation projects that aim to improve the customer orientation are combined with clear goals on costs and revenue of the enterprise. These projects are usually directly linked to the customer touch points, but also to the development and provisioning of products. Furthermore, the analysis shows that customer orientation is not the sole trigger for transformation. There is no one-fits-all solution; rather, improved customer orientation needs aligned changes of business processes as well as information systems related to different parts of the company.
Der Erfolg eines Softwarenentwicklungsprojektes insbesondere eines Systemintegrationsprojektes wird mit der Erfüllung des „Teufelsdreiecks“, „In-Time“, „In-Budget“, „In-Quality“ gemessen. Hierzu ist die Kenntnis der Software- und Prozessqualität essenziell, um die Einhaltung der Qualitätskriterien festzustellen, aber auch, um eine Vorhersage hinsichtlich Termin- und Budgettreue zu treffen. Zu diesem Zweck wurde in der T-Systems Systems Integration ein System aus verschiedenen Key Performance Indikatoren entworfen und in der Organisation implementiert, das genau das leistet und die Kriterien für CMMI Level 3 erfüllt.
The development and analysis of three waveguides for the exposure of small biological in vitro samples to mobile communication signals at 900 MHz (GSM, Global System for Mobile Communications), 1.8 GHz (GSM), and 2 GHz (UMTS, Universal Mobile Telecommunications System) is presented. The waveguides were based on a fin-line concept and the chamber containing the samples bathed in extracellular solution was placed onto two fins with a slot in between, where the exposure field concentrates. Measures were taken to allow for patch clamp recordings during radiofrequency (RF) exposure. The necessary power for the achievement of the maximum desired specific absorption rate (SAR) of 20 W/kg (average over the mass of the solution) was approximately Pin = 50 mW, Pin = 19 mW, and Pin = 18 mW for the 900 MHz, 1800 MHz, and 2 GHz devices, respectively. At 20 W/kg, a slight RF-induced temperature elevation in the solution of no more than 0.3 °C was detected, while no thermal offsets due to the electromagnetic exposure could be detected at the lower SAR settings (2, 0.2, and 0.02 W/kg). A deviation of 10% from the intended solution volume yielded a calculated SAR deviation of 8% from the desired value. A maximum ±10% variation in the local SAR could occur when the position of the patch clamp electrode was altered within the area where the cells to be investigated were located.