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Small and medium-sized enterprises (SMEs) play a fundamental role in the economic system of the European Union: SMEs represent over 99 percent of all companies and provide two-thirds of the jobs in the private sector. Their innovativeness and economic success have significant influence on growth, jobs and prosperity in Europe.
Information technologies are regarded as key drivers of innovation in small and medium-sized enterprises (SME). Modern information technologies (IT) offer SMEs today many opportunities to improve their competitiveness and market position. Thus, business processes can be designed efficiently, open up new market segments and strengthen the innovation capacity significantly. However, many SMEs still have difficulties in utilizing these new technologies efficiently in order to foster process and product innovation. This is partly due to the fact that many SMEs don’t use IT Service Management and waste resources in running basic IT-functions like the maintenance of printers, software or servers.
Information Technology Service Management (ITSM) is a discipline for managing IT systems centred on the customer’s perspective of IT’s contribution to the business. Thus, by strengthening the performance of SME’s IT departments, ITSM enables process innovation (e.g. eProcurement) and product innovations (e.g. client services) can be promoted. The EU-funded project "IT Service Management for small and medium-sized Enterprises of the Danube Region" (ITSM4SME) aims to make SMEs in the Danube Region aware of the potential of ITSM, to inspire SMEs about the use of information technology and to allow IT-enabled innovations. The aims of the project have been achieved inter alia through a simplified method for IT service management for small IT organisations, practical case studies, a "do-it-yourself" service management modelling tool, an eLearning portal and by training more than 300 participants from SMEs in pilot training courses in Bulgaria, Romania and Slovenia.
Smart cities are considered data factories that generate an enormous amount of data from various sources. In fact data is the backbone of any smart services. Therefore, the strategic beneficial handling of this digital capital is crucial for cities. Some smart city pioneers have already written down their approach to data in the form of data strategies, but what should a city's data strategy include, and how can the goals and measures defined in the strategies be operationalized? This paper addresses these questions by looking closely at the data strategies of cities in Germany and the top three countries in the EU Digital Economy and Society Index. The in-depth analysis of 8 city data strategies has yielded 11 dimensions that cities should consider in their data strategy. These are relevance of data, principles, methods, data sharing, technology, data culture, data ethics, organizational structure, data security and privacy, collaborations, data literacy. In addition, data governance is a concept to put these 11 strategic dimensions into practice through standardization measures, training programs, and defining roles and responsibilities by developing a data catalog.
The relevance of technology knowledge in digital transformation especially in small and mediumsized enterprises (SMEs) that are still largely dependent on physical human capital has become increasingly obvious. This is due to the rapid revolution in business environment coupled with increased living examples of firms disrupted by advancement in technological knowledge. Consequently, we find it progressively vital for SMEs to spot and mitigate both threats and take advantage of opportunities arising from digital transformation dynamism.
Our study aims at exploring the relevance of technology knowledge in SMEs for digital transformation to uncover the opportunities, roadmaps, and models that SMEs can take advantage of in the digital transformation and gain a competitive edge.
We conclude that irrespective relevance of technology knowledge for digital transformation coupled with its low costs and accessibility, SMEs are yet to realize the full potential of technological knowledge. This is mainly due to technologies appearing, changing and also vanishing so rapidly in the digital age, that gaining proper understanding without dedicated resources is utterly difficult for SMEs - making them less competitive as incumbent large firms in the market.
The advent of chatbots in customer service solutions received increasing attention by research and practice throughout the last years. However, the relevant dimensions and features for service quality and service performance for chatbots remain quite unclear. Therefore, this research develops and tests a conceptual model for customer service quality and customer service performance in the context of chatbots. Additionally, the impact of the developed service dimensions on different customer relationship metrics is measured across different service channels (hotline versus chatbots). Findings of six independent studies indicate a strong main effect of the conceptualized service dimensions on customer satisfaction, service costs, intention to service reusage, word-of-mouth, and customer loyalty. However, different service dimensions are relevant for chatbots compared to a traditional service hotline.
The shift of populations to cities is creating challenges in many respects, thus leading to increasing demand for smart solutions of urbanization problems. Smart city applications range from technical and social to economic and ecological. The main focus of this work is to provide a systematic literature review of smart city research to answer two main questions: (1) How is current research on smart cities structured? And (2) What directions are relevant for future research on smart cities? To answer these research questions, a text-mining approach is applied to a large number of publications. This provides an overview and gives insights into relevant dimensions of smart city research. Although the main dimensions of research are already described in the literature, an evaluation of the relevance of such dimensions is missing. Findings suggest that the dimensions of environment and governance are popular, while the dimension of economy has received only limited attention.
Small and Medium Enterprises (SMEs) which play substantial role in the development of any economy have been on the rise in the recent periods. Consequently, these enterprises are faced with a myriad of challenges which could potentially be solved through adoption of technology. Nonetheless, it has been observed that the new technological uptake among SMEs remains limited with the majority of them opting to maintain the status quo with regards to technology awareness and innovation strategies.
In a literature review, this paper explores three major dynamics curtailing adoption of new technologies by SMEs in the manufacturing: Knowledge absorptive capacity and management factors, organisational structures as well as technological awareness. Firstly, with regards to knowledge absorptive capacity and management factors, this study shows how these factors drive innovation potentials in SMEs.
Secondly, with regards to technological awareness factors, this study documents how perceived usefulness, costs, network and infrastructure, education and skills, training and attitude as well as knowledge influence adoption of new technologies among SMEs in the world. Lastly, the study concludes by analysing how organisational structures drive innovation potentials of SMEs in the wake of swift and profound technological changes in the market.
Smart meter based business models for the electricity sector : a systematical literature research
(2017)
The Act on the Digitization of the Energy Transition forces German industries and households to introduce smart meters in order to save engery, to gain individual based electricity tariffs and to digitize the energy data flow. Smart meter can be regarded as the advancement of the traditional meter. Utilizing this new technology enables a wide range of innovative business models that provide additional value for the electricity suppliers as well as for their customers. In this study, we followed a two-step approach. At first, we provide a state-of-the-art comparison of these business models found in the literature and identify structural differences in the way they add value to the offered products and services. Secondly, the business models are grouped into categories with respect to customer segmetns and the added value to the smart grid. Findings indicate that most business models focus on the end-costumer as their main customer.
The shift of populations to cities is creating challenges in many respects, thus leading to increasing demand for smart solutions of urbanization problems. Smart city applications range from technical and social to economic and ecological. The main focus of this work is to provide a systematic literature review of smart city research to answer two main questions: (1) How is current research on smart cities structured? and (2) What directions are relevant for future research on smart cities? To answer these research questions, a text-mining approach is applied to a large number of publications. This provides an overview and gives insights into relevant dimensions of smart city research. Although the main dimensions of research are already described in the literature, an evaluation of the relevance of such dimensions is missing. Findings suggest that the dimensions of environment and governance are popular, while the dimension of economy has received only limited attention.
46 Prozent der Arbeitsplätze in der Automobilindustrie sind bis 2030 durch Automatisierung und Digitalisierung bedroht – die Tätigkeiten werden dann nicht mehr von Menschen, sondern von intelligenten Robotern und Systemen erledigt. Das ist das zentrale Ergebnis unserer Studie „Digitale Transformation – Der Einfluss der Digitalisierung auf die Workforce in der Automobilindustrie“, die wir gemeinsam mit dem Herman Hollerith Lehr- und Forschungszentrum an der Hochschule Reutlingen erstellt haben.
Decentralized energy systems are characterized by an ad hoc planing. The missing integration of energy objectives into business strategy creates difficulties resulting in inefficient energy architectures and decisions. Practice-proven methods such as balanced scorecard, enterprise architecture management and value network approach supports the transformation path towards an effective decentralized system. The methods are evaluated based on a case study. Managing multi-dimensionality, high complexity and multiple actors are the main drivers for an effective and efficient energy management system. The underlying basis to gain the positive impacts of these methods on decentralized corporate energy systems is digitization of energy data and processes.