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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.
Der ›AM Field Guide‹ gibt einen ersten strukturierten Überblick in die komplexe und vielschichtige Welt der additiven Fertigungsverfahren. Getrennt nach den Materialien Polymere, Metalle und weitere Materialien werden die gängigsten jeweils auf dem Markt angebotenen AM-Verfahren schematisch dargestellt und der Verfahrenskern in Kurzform beschrieben. Neben den hier dargestellten Hauptverfahren gibt es viele Derivate und Sonderverfahren, die ebenfalls ein gesetzt werden jedoch nicht explizit gezeigt sind. Zu beachten ist, dass in dem jungen Bereich der additiven Fertigung viele Hersteller ihren AM-Anwendungen eigene Namen geben, so dass eine allgemeingültige umfassende Klassifizierung nur ansatzweise erreichbar ist.
Are textile structures better? In the professional world, there is no doubt that textile composites can offer many advantages. It is well known that they are often better than non-textile alternatives. There are manifold examples. Innovative developments are not only the popular textile reinforced concrete which was awarded with the Deutscher Zukunftspreis (German Future Award) but also a huge number of probably less perceived or spectacular products based on fiber-reinforced plastics.
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.
Als Google vor einigen Jahren begann, seine riesigen Personaldatenbestände auszuwerten, um herauszufinden, welche Eigenschaften gute Führungskräfte ausmachen, betrat es Neuland. Die Ergebnisse legten nahe, die Daten auch für andere personalwirtschaftliche Fragen zu nutzen (vgl. Garvin).
Inzwischen beschäftigen sich nicht nur Technologie-unternehmen wie Google mit Verfahren, die unter dem Schlagwort People Analytics (auch HR Analytics oder Workforce Analytics) intensiv diskutiert und erforscht werden. Dabei werden die umfangreichen Bestände an mitarbeiterbezogenen Daten, die bei der Rekrutierung, bei Mitarbeiterumfragen oder Leistungsbeurteilungen anfallen, systematisch analysiert und für Prognosen genutzt (vgl. Marler/Boudreau, S. 15). Dem liegt die Annahme zugrunde, dass Personalentscheidungen verbessert werden, wenn sie nicht nur auf Intuition und Erfahrung beruhen, sondern zudem auf einem soliden Datenfundament.
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.
After more than three decades of electronic design automation, most layouts for analog integrated circuits are still handcrafted in a laborious manual fashion today. This book presents Self-organized Wiring and Arrangement of Responsive Modules (SWARM), a novel interdisciplinary methodology addressing the design problem with a decentralized multi-agent system. Its basic approach, similar to the roundup of a sheep herd, is to let autonomous layout modules interact with each other inside a successively tightened layout zone. Considering various principles of self-organization, remarkable overall solutions can result from the individual, local, selfish actions of the modules. Displaying this fascinating phenomenon of emergence, examples demonstrate SWARM’s suitability for floorplanning purposes and its application to practical place-and-route problems. From an academic point of view, SWARM combines the strengths of procedural generators with the assets of optimization algorithms, thus paving the way for a new automation paradigm called bottom-up meets top-down.
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.
Projektmanagement
(2020)
Projektmanagement ist ein Werkzeug um singuläre Aufgaben interdisziplinär und unternehmensübergreifend strukturiert zu bearbeiten, die einmalig und extrem bedeutsam für das Unternehmen sind sowie nicht einfach in der bestehenden Linienorganisation bearbeitet werden können. Unter Projektmanagement versteht man ein Konzept für die Leitung eines komplexen Vorhabens und die Institution, die dieses Vorhaben leitet.