@article{Schoepf, author = {Sch{\"o}pf, Nicolas}, title = {Die Qual der Wahl. Fragen der Weiterbildungsorganisation und des Einsatzes von eLearning in Unternehmen}, series = {IT-Mittelstand}, journal = {IT-Mittelstand}, number = {12}, publisher = {MEDIENHAUS Verlag GmbH}, pages = {54 -- 58}, language = {de} } @article{Schoepf, author = {Sch{\"o}pf, Nicolas}, title = {Anst{\"o}ße aus Europa}, series = {Personal}, journal = {Personal}, number = {4}, pages = {18 -- 20}, language = {de} } @inproceedings{GriesbergerLeistZellner, author = {Griesberger, Philipp and Leist, Susanne and Zellner, Gregor}, title = {Analysis of techniques for business process improvement}, series = {19th European Conference on Information Systems, ECIS 2011, Helsinki, Finland, June 9-11, 2011}, booktitle = {19th European Conference on Information Systems, ECIS 2011, Helsinki, Finland, June 9-11, 2011}, pages = {12}, abstract = {This paper is about identifying and analyzing techniques that can be used in a business process improvement (BPI) situation. To determine suitable techniques, the term BPI is defined and criteria are derived to analyze the usability of the selected techniques. Over 300 techniques from various improvement methods were reduced to those techniques which can be applied to help improve business processes and, in particular, to support the act of improvement. Identifying these techniques is helpful, because in most cases the act of improvement is a black box that lacks guidelines or structured procedures. In our research we developed an evaluation scheme to analyze the usability of BPI techniques and give hints about how to select a suitable technique for a certain improvement situation.}, language = {en} } @article{HeinrichZellnerLeist, author = {Heinrich, Bernd and Zellner, Gregor and Leist, Susanne}, title = {Service integrators in business networks - The importance of relationship values}, series = {Electronic Markets}, volume = {21}, journal = {Electronic Markets}, number = {4}, publisher = {Springer}, doi = {10.1007/s12525-011-0075-x}, pages = {215 -- 235}, abstract = {To realise the potentials of CRM (customer relationship management), relationship-specific processes need to be designed and implemented in companies. This is all the more important and complicated in business networks where two or more actors collaborate to serve the customers. A good collaboration within business networks is the basis for understanding the customer process and identifying customer needs. But, even in these days of customer orientation, transaction orientation is still a matter of strong interest, and the following questions remain to be answered: What is the difference between relationship-oriented processes and transaction-oriented processes, and how can relationship-oriented processes be designed for a business network? The authors give first answers to both questions by using a systematic, goal-oriented specialisation of generic actions. To give an example, one relationship-oriented process will be designed and specified for a certain customer process in the course of this paper.}, language = {en} }