Conference Proceeding
Refine
Year of publication
- 2011 (11) (remove)
Institute
- Fachbereich Elektrotechnik und Informationstechnik (11) (remove)
Has Fulltext
- no (11)
Document Type
- Conference Proceeding (11) (remove)
Keywords
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.
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.
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.
In the RoboCup@Home domestic service robot competition, complex tasks such as "get the cup from the kitchen and bring it to the living room" or "find me this and that object in the apartment" have to be accomplished. At these competitions the robots may only be instructed by natural language. As humans use qualitative concepts such as "near" or "far", the robot needs to cope with them, too. For our domestic robot, we use the robot programming and plan language Readylog, our variant of Golog. In previous work we extended the action language Golog, which was developed for the high-level control of agents and robots, with fuzzy concepts and showed how to embed fuzzy controllers in Golog. In this paper, we demonstrate how these notions can be fruitfully applied to two domestic service robotic scenarios. In the first application, we demonstrate how qualitative fluents based on a fuzzy set semantics can be deployed. In the second program, we show an example of a fuzzy controller for a follow-a-person task.