Refine
Year of publication
- 2011 (305) (remove)
Document Type
- Article (176)
- Conference Proceeding (70)
- Book (23)
- Part of a Book (20)
- Report (6)
- Patent (5)
- Doctoral Thesis (2)
- Other (2)
- Contribution to a Periodical (1)
Has Fulltext
- no (305) (remove)
Keywords
- Aktionskunst (3)
- Interaktive Kunst (2)
- Kommunikationsguerrilla (2)
- Stadtgestaltung (2)
- Streetart (2)
- Öffentlicher Raum (2)
- Business Process (1)
- Customer Orientation (1)
- Enterprise Architecture (1)
- Illustration (1)
- Kinetische Kunst (1)
- Lichtkunst (1)
- Mack, Heinz (1)
- McLuhan, Marshall (1)
- Meinungsäußerung (1)
- Netzkunst (1)
- Papierkunst (1)
- Pornographie (1)
- Raumerfahrung (1)
- Strickmuster (1)
Institute
- Fachbereich Medizintechnik und Technomathematik (74)
- Fachbereich Elektrotechnik und Informationstechnik (38)
- INB - Institut für Nano- und Biotechnologien (36)
- Fachbereich Wirtschaftswissenschaften (34)
- Fachbereich Chemie und Biotechnologie (28)
- IfB - Institut für Bioengineering (27)
- Fachbereich Energietechnik (25)
- Fachbereich Maschinenbau und Mechatronik (24)
- Fachbereich Bauingenieurwesen (23)
- Fachbereich Luft- und Raumfahrttechnik (22)
- Solar-Institut Jülich (19)
- Fachbereich Gestaltung (9)
- Fachbereich Architektur (8)
- Nowum-Energy (5)
- ECSM European Center for Sustainable Mobility (2)
- Freshman Institute (1)
- Sonstiges (1)
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.