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Customer orientation should be the core engine of every organisation. Information technology can be considered as the enabler to generate competitive advantages through customer processes in marketing, sales and service. The impact of information technologies is the biggest risk and at the same time a huge opportunity for any organisation. Research shows that Customer Relationship Management (CRM) enables organisations to perform better and focus more on their customers (e.g. market capitalisation of Amazon). While global enterprises are shaping the future of customer centricity and information technology, the question arises how German B2B organisations can shift their value contribution from product-centric to customer-centric. Therefore, these organisations are attempting to implement CRM software and putting their customers more into focus. However, the question remains, how organisations are approaching the implementation of CRM and if these attempts are paying off in terms of business performance.
Contributing to this highly topical discussion, this thesis contributes to the body of knowledge about the implementation of CRM in the German B2B sector and how it impacts their business performance. First, theoretical frameworks have been developed based on an extensive literature review. Hereby different aspects of CRM are worked-out and mapped against three dimensions of business performance, namely process efficiency, customer satisfaction and financial performance. Based on the theory, a conceptual framework was developed to test the relationships between CRM and Business Performance (BP). Therefore, a survey with 500 participants has been conducted. Based on this a measurement model was developed to test five main hypotheses.
The findings of these hypotheses suggest, that the implementation of CRM positively impacts business performance. In specific, the usage of analytical CRM and the establishment of a dedicated CRM success measurement correlate with the performance of German B2B organisations. In addition to these main findings, various key statements could be derived from the research and a measurement model was developed, which can be used for different organisational characteristics assessing BP. As a result, CRM implementations can be enhanced, and business performance can be improved.
IT governance: current state of and future perspectives on the concept of agility in IT governance
(2020)
Digital transformation has changed corporate reality and, with that, corporates’ IT environments and IT governance (ITG). As such, the perspective of ITG has shifted from the design of a relatively stable, closed and controllable system of a self-sufficient enterprise to a relatively fluid, open, agile and transformational system of networked co-adaptive entities. Related to the paradigm shift in ITG, this thesis aims to conceptualize a framework to integrate the concept of agility into the traditional ITG framework and to test the effects of such an extended ITG framework on corporate performance.
To do so, the thesis uses literature research and a mixed method design by blending both qualitative and quantitative research methods. Given the poorly understood situation of the agile mechanisms within the ITG framework, the building process of this thesis’ research model requires an adaptive and flexible approach which involves four different research phases. The initial a priori research model based on a comprehensive review of the extant literature is critically examined and refined at the end of each research phase, which later forms the basis of a subsequent research phase. As a result, the final research model provides guidance on how the conceptualized framework leads to better business/IT alignment as well as how business/IT alignment can mediate the effectiveness of such an extended ITG framework on corporate performance.
The first research phase explores the current state of literature with a focus on the ITG-corporate performance association. This analysis identifies five perspectives with respect to the relationship between ITG and corporate performance. The main variables lead to the perspectives of business/IT alignment, IT leadership, IT capability and process performance, resource relatedness and culture. Furthermore, the analysis presents core aspects explored within the identified perspectives that could act as potential mediators or moderators in the relationship between ITG and corporate performance.
The second research phase investigates the agile aspect of an effective ITG framework in the dynamic contemporary world through a qualitative study. Gleaned from 46 semi-structured interviews across various industries with governance experts, the study identifies 25 agile ITG mechanisms and 22 traditional ITG mechanisms that corporations use to master digital transformation projects. Moreover, the research offers two key patterns indicating to a call for ambidextrous ITG, with corporations alternating between stability and agility in their ITG mechanisms.
In research phase three, a scale development process is conducted in order to develop the agile items explored in research phase two. Through 56 qualitative interviews with professionals the evaluation uncovers 46 agile governance mechanisms. Moreover, these dimensions are rated by 29 experts to identify the most effective ones. This leads to the identification of six structure elements, eight processes, and eight relational mechanisms.
Finally, in research phase four a quantitative research approach through a survey of 400 respondents is established to test and predict the formulated relationships by using the partial least squares structural equation modelling (PLS-SEM) method. The results provide evidence for a strong causal relationship among an expanded ITG concept, business/IT alignment, and corporate performance. These findings reveal that the agile ITG mechanisms within an effective ITG framework seem critical in today’s digital age.
This research is unique in exploring the combination of traditional and agile ITG mechanisms. It contributes to the theoretical base by integrating and extending the literature on ITG, business/IT alignment, ambidexterity and agility, all of which have long been recognized as critical for achieving organizational goals. In summary, this work presents an original analysis of an effective ITG framework for digital transformation by including the agile aspect within the ITG construct. It highlights that is not enough to apply only traditional mechanisms to achieve effective business/IT alignment in today’s digital age; agile ITG mechanisms are also needed. Therefore, a novel ITG framework following an ambidextrous approach is provided consisting of traditional ITG mechanisms as well as newly developed agile ITG practices. This thesis also demonstrates that agile ITG mechanisms can be measured independently of traditional ITG mechanisms within one causal model. This is an important theoretical outcome that allows the current state of ITG to be assessed in two distinct dimensions, offering various pathways for further research on the different antecedents and effects of traditional and agile ITG mechanisms. Furthermore, this thesis makes practical contributions by highlighting the need to develop a basic governance framework powered by traditional ITG mechanisms and simultaneously increase agility in ITG mechanisms. The results imply that corporations might be even more successful if they include both traditional and agile mechanisms in their ITG framework. In this way, the uncovered agile ITG practices may provide a template for CIOs to derive their own mechanisms in following an ambidextrous approach that is suitable for their corporation.
The development of new materials that mimic cartilage and its function is an unmet need that will allow replacing the damaged parts of the joints, instead of the whole joint. Polyvinyl alcohol (PVA) hydrogels have raised special interest for this application due to their biocompatibility, high swelling capacity and chemical stability. In this work, the effect of post-processing treatments (annealing, high hydrostatic pressure (HHP) and gamma-radiation) on the performance of PVA gels obtained by cast-drying was investigated and, their ability to be used as delivery vehicles of the anti-inflammatories diclofenac or ketorolac was evaluated. HHP damaged the hydrogels, breaking some bonds in the polymeric matrix, and therefore led to poor mechanical and tribological properties. The remaining treatments, in general, improved the performance of the materials, increasing their crystallinity. Annealing at 150 °C generated the best mechanical and tribological results: higher resistance to compressive and tensile loads, lower friction coefficients and ability to support higher loads in sliding movement. This material was loaded with the anti-inflammatories, both without and with vitamin E (Vit.E) or Vit.E + cetalkonium chloride (CKC). Vit.E + CKC helped to control the release of the drugs which occurred in 24 h. The material did not induce irritability or cytotoxicity and, therefore, shows high potential to be used in cartilage replacement with a therapeutic effect in the immediate postoperative period.
Human bestrophin-1 (hBest1) is a transmembrane Ca2+- dependent anion channel, associated with the transport of Cl−, HCO3- ions, γ-aminobutiric acid (GABA), glutamate (Glu), and regulation of retinal homeostasis. Its mutant forms cause retinal degenerative diseases, defined as Bestrophinopathies. Using both physicochemical - surface pressure/mean molecular area (π/A) isotherms, hysteresis, compressibility moduli of hBest1/sphingomyelin (SM) monolayers, Brewster angle microscopy (BAM) studies, and biological approaches - detergent membrane fractionation, Laurdan (6-dodecanoyl-N,N-dimethyl-2-naphthylamine) and immunofluorescence staining of stably transfected MDCK-hBest1 and MDCK II cells, we report:
1) Ca2+, Glu and GABA interact with binary hBest1/SM monolayers at 35 °C, resulting in changes in hBest1 surface conformation, structure, self-organization and surface dynamics. The process of mixing in hBest1/SM monolayers is spontaneous and the effect of protein on binary films was defined as “fluidizing”, hindering the phase-transition of monolayer from liquid-expanded to intermediate (LE-M) state;
2) in stably transfected MDCK-hBest1 cells, bestrophin-1 was distributed between detergent resistant (DRM) and detergent-soluble membranes (DSM) - up to 30 % and 70 %, respectively; in alive cells, hBest1 was visualized in both liquid-ordered (Lo) and liquid-disordered (Ld) fractions, quantifying protein association up to 35 % and 65 % with Lo and Ld. Our results indicate that the spontaneous miscibility of hBest1 and SM is a prerequisite to diverse protein interactions with membrane domains, different structural conformations and biological functions.
Purpose. To improve the efficiency of the closed-cycle operation of the field-orientation induction machine in dynamic behavior when load conditions are changing, considering the nonlinearities of the main inductance.
Methodology. The optimal control problem is defined as the minimization of the time integral of the energy losses. The algorithm observed in this paper uses the Matlab/Simulink, dSPACE real-time interface, and C language. Handling real-time applications is made in ControlDesk experiment software for seamless ECU development.
Findings. Adiscrete-time model with an integrated predictive control scheme where the optimization is performed online at every sampling step has been developed. The optimal field-producing current trajectory is determined, so that the copper losses are minimized over a wide operational range. Additionally, the comparison of measurement results with conventional methods is provided, which validates the advantages and performance of the control scheme.
Originality. To solve the given problem, the information vector on the current state of the coordinates of the electromechanical system is used to form a controlling influence in the dynamic mode of operation. For the first time, the formation process of controls has considered the current state and the desired future state of the system in the real-time domain.
Practical value. Apredictive iterative approach for optimal flux level of an induction machine is important to generate the required electromagnetic torque and to reduce power losses simultaneously.
The planning and control of intralogistics systems in line with versatile production systems of smart factories requires new approaches and methods to cope with changing requirements within future factories. The planning of intralogistics can no longer follow a static, sequential approach as in the past since the planning assumptions are going to change in a high frequency. Reasons for these constant changes are amongst others external turbulences like rapidly changing market conditions, decreasing batch sizes down to customer-specific products with a batch size of one and on the other hand internal turbulences (like production and logistic resource breakdowns) affecting the production system. This paper gives an insight into research approaches and results how capabilities of intelligent logistical objects (intelligent bins, autonomous transport systems etc.) can be used to achieve a self-organized, cost and performance optimized intralogistics system with autonomously controlled process execution within versatile production environments. A first consistent method has been developed which has been validated and implemented within a scenario at the pilot factory Werk150 at the ESB Business School (Reutlingen University). Based on the incoming production orders, the method of the Extended Profitability Appraisal (EPA) covering the work system value to define the most effective work system for order fulfilment is applied. To derive the appropriate intralogistics processes, an autonomous control method involving principles of decentralized and target-oriented decision-making (e.g. intelligent bins are interacting with autonomously controlled transport systems to fulfil material orders of assembly workstations) has been developed and applied to achieve a target-optimized process execution. The results of the first stage research using predefined material sources and sinks described in this paper is going to set the basis for the further development of a self-organized and autonomously controlled method for intralogistics systems considering dynamic source and sink relations. By allowing dynamic shifts of production orders in the sense of dynamic source and sink relations the cost and performance aims of the intralogistics system can be directly aligned with the aims of the entire versatile production system in the sense of self-organized and autonomously controlled systems.
The approach of self-organized and autonomous controlled systems offers great potential to meet new requirements for the economical production of customized products with small batch sizes based on a distributed, flexible management of dynamics and complexity within the production and intralogistics system. To support the practical application of self-organization for intralogistics systems, a catalogue of criteria for the evaluation of the self-organization of flexible logistics systems has been developed and validated, which enables the classification of logistics systems as well as the identification and evaluation of corresponding potentials that can be achieved by increasing the degree of self-organization.
Rapidly changing market conditions and global competition are leading to an increasing complexity of logistics systems and require innovative approaches with respect to the organisation and control of these systems. In scientific research, concepts of autonomously controlled logistics systems show a promising approach to meet the increasing requirements for flexible and efficient order processing. In this context, this work aims to introduce a system that is able to adjust order processing dynamically, and optimise intralogistics transportation regarding various generic intralogistics target criteria. The logistics system under consideration consists of various means of transport for autonomous decision-making and fulfilment of transport orders with defined source-sink relationships. The context of this work is set by introducing the Learning Factory Werk 150 with its existing hardware and software infrastructure and its defined target figures to measure the performance of the system. Specifically, the important target figures cost and performance are considered for the transportation system. The core idea of the system’s logic is to solve the problem of order allocation to specific means of transport by linking a Genetic Algorithm with a Multi-Agent System. The implementation of the developed system is described in an application scenario at the learning factory.
Learning factories can complement each other by training different competencies in the field of digitalisation and Industry 4.0. They depict diverse sections of the product development process and focus on various technologies. Within the framework of the International Association of Learning Factories (IALF), the operating organisations of learning factories exchange information on research, training and education. One of the aims is to develop joint projects. The article presents different concepts of cooperation between learning factories while focusing on the improvement of the development of learners competencies e.g. with a broader range of topics. A concept of a joint course between the learning factories in Bochum, Reutlingen and Darmstadt is explained in detail. The three learning factories will be examined with regard to their similarities and differences. The joint course focuses on the target group of students and the topic of digitalisation in the development and production of products. The course and its contents are explained in detail. The new learning approach is evaluated on the basis of feedback from the participants. Finally, challenges resulting from the cooperation between learning factories at different locations and with different operating models will be discussed.
This paper presents a novel emulation concept for the test of smart contracts and Distributed Ledger Technologies (DLT) in distribute control or energy economy tasks and use cases. The concept uses state of the art behavioral modeling tools such as Matlab Simulink but presents a possible way to solve the shortfall of Simulink in communicating to DLT-Nodes directly. This is solved through a middleware solution. After this, an example used in verifying the test bed is presented and the target demonstration object is described. Finally, the possible expansion of the system is discussed and presented.