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In order to be innovative, an organisation has to utilise the skills of all its employees. Implementing the potential of women, older staff members as well as people with different backgrounds leads to more creative ideas, new approaches and results in more innovative products. But how can a company use the innovative potential of its diverse workforce? And how can customer diversity be used to create innovations?
This book answers these questions as well as many more related to the topic of diversity management and innovation. Special emphasis is put on the role of women in the innovation system. Therefore, the language and effects of pictures used in job advertisements are addressed. Moreover, measures to advocate highly innovative women are identified including their demands regarding workplace requirements.
In addition, the book deals with diversity management in both publicly traded companies and public institutions. The involvement of children as Lead Users along the product development process is addressed as well. Given the fact that innovation does not only comprise products, but also services, a separate chapter focusing on the effect of Diversity on service innovations is included.
Enterprise Architectures (EA) consists of many architecture elements, which stand in manifold relationships to each other. Therefore Architecture Analysis is important and very difficult for stakeholders. Due changing an architecture element has impacts on other elements different stakeholders are involved. In practice EAs are often analyzed using visualizations. This article aims at contributing to the field of visual analytics in EAM by analyzing how state of-the-art software platforms in EAM support stakeholders with respect to providing and visualizing the “right” information for decision-making tasks. We investigate the collaborative decision-making process in an experiment with master students using professional EAM tools by developing a research study and accomplishing them in a master’s level class with students.
Analysis and planning of Enterprise Architectures (EA) is a complex task for stakeholders. The change of one architecture element has impact on multiple other elements because of manifold relationships and interactions between them. The interactive cockpit approach presented in this paper supports stakeholders planning and analyzing EAs and to tackle the intrinsic complexity. This approach supplies a cockpit with multiple viewpoints to put relevant information side-by-side without losing the context combined with interaction functionality. In this paper, we develop such cockpit starting with relevant use cases, describing a potential design based on well-established foundations in EA modeling, and outline an exemplary usage scenario.
Model-guided Therapy and Surgical Workflow Systems are two interrelated research fields, which have been developed separately in the last years. To make full use of both technologies, it is necessary to integrate them and connect them to Hospital Information Systems. We propose a framework for integration of Model-guided Therapy in Hospital Information Systems based on the Electronic Medical Record, and a taskbased Workflow Management System, which is suitable for clinical end users. Two prototypes - one based on Business Process Modeling Language, one based on the serum-board - are presented. From the experience with these prototypes, we developed a novel personalized visualization system for Surgical Workflows and Model-guided Therapy. Key challenges for further development are automated situation detection and a common communication infrastructure.
This paper addresses the following four research questions: 1. How should customer service quality in social media channels be conceptualized on multiple levels? 2. Which aspects of customer service quality are important in enhancing customer satisfaction? 3. What outcomes are effected by customer service quality and customer satisfaction? 4. How effective are customer services delivered through social media channels (as compared to customer services delivered through other channels)?
As "the most international company on earth", DHL Express promised to deliver packages between almost any pair of countries within a defined time-frame. To fulfill this promise, the company had introduced a set of global business and technology standards. While standardization had many advantages (improving service for multinational customers, faster response to changes in import/export regulations, sharing of best practices etc.), it created impediments to local innovation and responsiveness in DHL Express' network of 220 countries/territories. Reconciling standardization-innovation tradeoffs is a critical management issue for global companies in the digital economy.
This case describes one large, successful company's approach to the tradeoff of standardization versus innovation.
An operation room is a stressful work environment. Nevertheless, all involved persons have to work safely as there is no space for making mistakes. To ensure a high level of concentration and seamless interaction, all involved persons have to know their own tasks and tasks of their colleagues. The entire team must work synchronously at all times. However, the operation room (OR) is a noisy environment and the actors have to set their focus on their work. To optimize the overall workflow, a task manager supporting the team was developed. Each actor is equipped with a client terminal showing a summary of their own tasks. Moreover, a big screen displays all tasks of all actors. The architecture is a distributed system based on a communication framework that supports the interaction of all clients with the task manager. A prototype of the task manager and several clients have been developed and implemented. The system represents a proof-of-concept for further development. This paper describes the concept of the task manager.
Many companies practice performance management in the framework of a heterogeneous, grown mix of numerous separate decisions, instruments, processes and systems and not in terms of a strategically and systematically planned management system. Due to the inefficiency of the above mentioned performance management style, a holistic and integrated approach is a key factor. Performance management must be able to meet central objectives and requirements and set the groundwork for long-term corporate success. This article presents a central approach of the conception of holistic and long-term performance management. The five equal part disciplines are illustrated and demonstrate the issue and composition complexity of a performance management due to their characteristics and combination. The objective of this article is to display and communicate the performance management issue and its context through an easily comprehensible system without following a general recipe.