TY - JOUR A1 - Gerke, Kerstin A1 - Tamm, Gerrit T1 - Qualitätsmanagement zur Steuerung von IT-Prozessen auf der Basis von Referenzmodellen und Process Mining JF - HMD Praxis der Wirtschaftsinformatik N2 - Die Qualität von Geschäftsprozessen entscheidet zunehmend über den wirtschaftlichen Erfolg eines Unternehmens. Die Geschäftsprozesse werden immer stärker durch IT-Prozesse unterstützt. Der Beitrag zeigt, wie die IT-Prozesse auf der Grundlage des Referenzmodells IT Infrastructure Library (ITIL) optimiert und mithilfe von Kennzahlen und Process Mining gesteuert werden können. Hierfür werden auf Basis der Referenzprozesse Sollprozesse bestimmt und Sollkennzahlen festgelegt. Die Istprozesse und deren Kennzahlen werden mithilfe von Process Mining ausgewertet und anschließend mit den Sollprozessen verglichen. Insgesamt können Verbesserungspotenziale identifiziert und Handlungsempfehlungen abgeleitet werden. Die Gestaltung und Steuerung ITIL-basierter Customer-Support-Prozesse werden anhand eines Praxisfalles aus einem Customer-Relationship-Management-System erprobt. Vorgehensmodell und Ergebnisse werden in diesem Beitrag vorgestellt. KW - Qualitätsmanagement KW - Geschäftsprozesse KW - Process Mining Y1 - 2009 N1 - Online: https://www.researchgate.net/publication/271817721_Qualitatsmanagement_zur_Steuerung_von_IT-Prozessen_auf_der_Basis_von_Referenzmodellen_und_Process_Mining VL - 46 IS - 2 SP - 43 EP - 51 ER - TY - GEN A1 - Baierl, Ronny A1 - Kreeb, Martin A1 - Straub, Matthias T1 - Crowdsourcing als Instrument einer glaubwürdigen CSR-Kommunikation in der Hotelbranche N2 - Keine Angabe No details KW - Crowdsourcing KW - Entrepreneurship KW - Hotellerie KW - Corporate Social Responsibility Y1 - 2015 N1 - Volltext aus urheberrechtlichen Gründen nicht verfügbar. Fulltext due to copyright not available. ER - TY - CHAP A1 - Towers, Ian T1 - It didn't work out like we thought it would: understanding unwanted outcomes of a planned organizational change T2 - XXXIII Sunbelt Social Networks Conference of the International Network for Social Network Analysis (INSNA), Hamburg N2 - Keine Angabe No details KW - Organizational Change KW - Unwanted Outcome Y1 - 2013 N1 - Volltext aus urheberrechtlichen Gründen nicht verfügbar. Fulltext due to copyright not available. ER - TY - CHAP A1 - Towers, Ian T1 - Organizational Change: Processes and Levels T2 - 15th IAMB Conference, Lisbon N2 - Keine Angabe No details KW - Organizational Change Y1 - 2013 N1 - Volltext aus urheberrechtlichen Gründen nicht verfügbar. Fulltext due to copyright not available. ER - TY - CHAP A1 - Towers, Ian A1 - Ternès, Anabel T1 - Change journeys, language and reflexivity T2 - 8th International Conference in Critical Management Studies, Manchester N2 - When planned organisational change happens, the members of the organisation experience it in different ways at different times. Their “change journeys” begin with the original response to the change initiative and they pass through a sequence of steps from the initial realisation that there is a discrepancy or inconsistency with pre-existing schemas (i.e. when the individual learns of a change, or perceives that there has been a change) to an actual change in their own schemas (George and Jones, 2001), which is the point where the change journey has (temporarily) ended and the destination been reached. Such a journey becomes possible when individuals start to question their own position(s) in regard to the change, when they start taking into account their own reactions to it together with developments and responses to the change initiative at the meso and macro-level over time. As individuals reach different understandings about themselves during the change process, their change journey itself changes: they may set out for a new destination, or continue to the original destination but follow a different route. Much of the literature on reactions to change ignores the tendency of individuals to pay attention to their own reasons for how they react and tends to view responses to change–especially resistance– almost as an involuntary reflex rather than as part of a complex process of interpretation and action carried out by self-aware individuals. This paper reports on how reflexivity is a vital aspect of the change journey. We carried out a longitudinal, multi-level qualitative study of a planned change initiative at PCo, the Canadian subsidiary of a European pharmaceutical company, which involved the introduction of a new organisational structure– the creation of a matrix structure. Grounded theory was used to guide the research. More than sixty in-depth interviews were carried out over a period of eighteen months. The data from these interviews were supplemented by quantitative data. We describe how members of the organisation thought through what the change was “really” about and what it meant for them. They told stories and passed on anecdotes, which provided a way of demonstrating their own analysis of the change and their role in it, and of then building on this in order to achieve particular goals, like simply securing their own position or moving up the career ladder. We show that there was an element of playfulness in these processes. The employees analysed their own position and changed this according to developments in their groups and in the organisation. For some, it was like playing a game where they had to react to what was going on and change their tactics and strategy. This could then meant replanning their own change journeys. In analysing this process, we pay particular attention to the role of language. Language is not simply a mechanism of communication, but rather a fundamental aspect of organisation and organising (eg Westwood and Linstead, 2001). One view is that organisation exists only through language, leading to views of organisation as text, or as narrative, or as constituted in discourse (e.g. Mumby and Clair, 1997). So there is great value at investigating discourse during change processes because language, in the form of conversations, stories and rumours, is a significant factor in the way change is conceptualised (Balogun and Johnson, 2005). Conversation – “language-based interactions of individuals within organisations” (Woodilla, 1998: 33)– is one of the most common forms of communication in the workplace. Studies of managerial activities (e.g. Mintzberg, 1973) have shown that managers spend a large part of their time in carrying out oral communications. The act of conversation and the content of conversation produce action (Hardy et al., 2000), which indicates why conversations can play an important part in a change process. The way in which organisational members negotiate meaning in the change process is through discursive practices and textual objects (Anderson, 2005). Indeed, coherent language use can play a significant role in the outcome of change initiatives (Sillince, 1999) and there are fragmented and competing discourses within an organisation during a change process. Stories play a significant role in the creation and maintenance of meaning in organisations. Stories are passed from one person to another through conversation, and storytelling is “something done around the water cooler” (Boje at al., 2001: 166). The informal nature of storytelling does not mean that it is not important. Boje (1991) shows how the use of stories enabled change to take place, as when an executive's storytelling enabled him to convince colleagues to move in new direction. Indeed, Tsoukas (2005) argues that organisational change is the process of constructing and sharing new meanings and interpretations of organisational activities. Discourse, then, is a mechanism through which change happens and through which change journeys are planned and re-planned and made. The members of an organisation use discourse in all its various forms to reflect on and change (or not) their own position and to influence the change journeys of others. KW - Organisational Change KW - Language Y1 - 2013 N1 - Volltext aus urheberrechtlichen Gründen nicht verfügbar. Fulltext due to copyright not available. ER - TY - CHAP A1 - Towers, Ian A1 - Ternès, Anabel T1 - Become a responsible manager by watching TV T2 - 27th Annual Conference Managing to Make a Difference, Liverpool N2 - Keine Angabe No details KW - Management Y1 - 2013 N1 - Volltext aus urheberrechtlichen Gründen nicht verfügbar. Fulltext due to copyright not available. ER - TY - CHAP A1 - Towers, Ian A1 - Ternès, Anabel A1 - Shauchenka, Natallia T1 - Testing the impact of gamification on the interest in urban planning T2 - 12th Annual Worldwide Forum on Education and Culture, Rome N2 - Keine Angabe No details KW - Urban Planning KW - Gamification Y1 - 2013 N1 - Volltext aus urheberrechtlichen Gründen nicht verfügbar. Fulltext due to copyright not available. ER - TY - GEN A1 - Towers, Ian A1 - Ternès, Anabel A1 - Shauchenka, Natallia T1 - Testing the impact of gamification on the interest in urban planning N2 - Keine Angabe No details KW - Urban Planning KW - Gamification Y1 - 2013 N1 - Volltext aus urheberrechtlichen Gründen nicht verfügbar. Fulltext due to copyright not available. ER - TY - BOOK A1 - Tamm, Gerrit T1 - Konzepte in eCommerce-Anwendungen N2 - Mit diesem Buch erhalten Sie ein umfassendes Grundlagenwissen zum Thema eCommerce-Anwendungen. Nachdem ein detaillierter Überblick über die Geschäftsmodelle des E-Shop-Marktes, die wesentlichen Aspekte zum Kaufverhalten im Internet und die daraus resultierenden Anforderungen an die Gestaltung eines E-Shops gegeben wird, werden die Entscheidungskriterien für die Auswahl eines geeigneten Shopsystems erarbeitet. Dieses Lehrbuch vermittelt die hierfür notwendigen Kenntnisse über das World Wide Web, E-Shopsysteme und deren technische Anforderungen, liefert eine Einführung zum Online-Marketing und zur Kundenbindung und informiert über wichtige Aspekte zum Thema Sicherheit im elektronischen Geschäftsverkehr sowie des Internet-Rechts. Es soll den Leser befähigen, Kriterien für die Eignung eines Shopsystems für einen bestimmten Anwendungszweck zu erarbeiten, diese exemplarisch auf ausgewählte E-Shop-Modelle anzuwenden und den Aufbau eines E-Shops konzeptionell zu planen. KW - Electronic Commerce Y1 - 2003 SN - 3-935539-66-5 N1 - Buch verfügbar in der Bibliothek der SRH Berlin School of Management and Technology, Signatur QR760 19. Book available in the library of SRH Berlin School of Management and Technology, shelf mark QR760 19. PB - SPC TEIA Lehrbuch-Verlag CY - Berlin ER - TY - BOOK A1 - Tamm, Gerrit T1 - Mittelstands-Shop-Systeme: OPENSTORE & GS ShopBuilder Pro N2 - Das Internet spielt als Beschaffungs- und Informationsmedium eine immer größere Rolle. Vor allem konsumorientierte Unternehmen kommen an der virtuellen Dependance kaum noch vorbei. Das universitäre Lehrbuch Mittelstands-Shopsysteme: OPENSTORE Shopbuilder Pro begleitet mittelständische Unternehmen bei der Webshoperöffnung. Schwerpunkt des Lehrbuchs ist die technische Umsetzung vorhandener Webshopkonzepte. Zunächst analysiert Autor Gerrit Tamm die gängigen Prozesse eines Webshopsystems. Die Umsetzung der Abläufe wird anschließend am Beispiel der Mittelstandslösungen OPENSTORE und Shopbuilder Pro erläutert. Ausführliche Anleitungen beschreiben wichtige Aspekte wie Serverinstallation, die Integration von Datenbanken und Warenwirtschaftssystemen oder die Abbildung von Bezahl- und Sicherheitsverfahren. Von hohem Stellenwert sind dabei vor allem spezielle Funktionen wie Warenkörbe, Produktsuche oder standardisierte Webformulare. Details zu Seitengestaltung oder der Einrichtung automatischer E-Mail-Antworten ermöglichen eine individuelle Ausrichtung der Internetfiliale. Eine besondere Rolle spielt der laufende Betrieb. Zahlreiche Tipps und Tricks zeigen, wie sich bei Synchronisation, Upload oder Datensicherung Zeit und Geld sparen lässt. Nach Lektüre des Lehrbuchs ist der geneigte Leser in der Lage, Rahmenbedingungen zu analysieren, Anforderungen an den Webshop zu definieren, die richtige Software auszuwählen und das Projekt letztlich umzusetzen. Übungsaufgaben am Ende jedes Kapitels vertiefen das erlernte Wissen. Zusammenfassungen und zahlreiche Querverweise ermöglichen eine intuitive Einarbeitung in den Lehrstoff. KW - Marketing KW - Electronic Commerce KW - Softwareentwicklung Y1 - 2003 SN - 3-935539-71-1 N1 - Buch verfügbar in der Bibliothek der SRH Berlin School of Management and Technology, Signatur QR760 18. Book available in the library of SRH Berlin School of Management and Technology, shelf mark QR760 18. PB - SPC-TEIA-Lehrbuch-Verlag CY - Berlin ER - TY - CHAP A1 - Ternès, Anabel T1 - Sustainable Customer Service as Success Factor in the Airline Sector T2 - 1st International Civil Aviation Symposium (ICAS), Cairo N2 - A high number of airlines has been switching its business concept from fixed prices for economy or business class to a system of bundles, where customers can choose among a different set of services and book flights to different prices, depending on their individual preferences. This paper aims at finding out which services are those consumers regard as most important and what therefore makes an airline a sustainable choice in terms of service. For that purpose a survey has been conducted for approx. one week, where participants have answered a set of questions online and offline. In the second chapter, the authors will explain certain ground assumptions of online consumers, stressing the importance of user-friendly websites as well as the cost of the most popular extra services offered by regular airlines and also low-cost carriers. Keeping this in mind, the survey’s results will be presented in chapter four. 105 participants gave their opinion on what makes an airline’s service sustainable to them, the result being a mixture of good cabin crew soft skills, a minimum degree of comfort and efficiency throughout the whole time of purchasing a flight, being on board and leaving the aircraft. A user-friendly booking procedure as well as being able of leaving the airplane fast and receiving its luggage without further waiting has - according to the survey - won over seats in the front row, high-quality menus and entertainment programs. Even the sustainability aspect having been regarded as a factor of high-quality services, is not a major criterion for travelers. What in most cases makes an airline sustainable for passengers is friendly personnel. The bundle systems are preferred, since the cabin crew aspect has not vanished completely in the airline sector, even among low budget airlines. To receive transparency and flexibility when booking a flight, saving money but knowing that a certain quality will almost always be delivered through soft skills on board could be the reason why passengers feel more comfortable with the new business concepts. KW - Customer service KW - Success KW - Airline sector Y1 - 2013 N1 - Volltext aus urheberrechtlichen Gründen nicht verfügbar. Full text due to copyright not available. ER - TY - CHAP A1 - Ternès, Anabel A1 - Mittelstädt, Alexandra T1 - Using Facebook for Political Action?: social Networking Sites and Political Participation of Young Adults T2 - (Mis)Understanding Political Participation: ECREA Symposium, München N2 - Keine Angabe - No details KW - Facebook KW - Social media KW - Social networking KW - Political participation Y1 - 2013 N1 - Volltext aus urheberrechtlichen Gründen nicht verfügbar. Fulltext due to copyright not available. ER - TY - CHAP A1 - Ternès, Anabel A1 - Shauchenka, Natallia A1 - Towers, Ian T1 - Storytelling: how can storytelling improve sustainable thinking and acting in companies T2 - 4th Global Conference on Living Responsibly: ethical Issues in Everyday Life, Lisbon N2 - We discussed the realisation of corporate social responsibility and responsible living in general with employers and employees in different companies and organisations. We found out, that most of the participants think, that they know too little about the corporate social responsibility activities of their company, evaluate the atmosphere as not really good and don’t see their own responsibility. Also they mentioned, that the employees mostly talk with each other about emotions and stories, less about facts and information. In the discussion all agreed, that it would be much more effective, if information about social responsibility is delivered by stories—by storytelling. We prove this by a questionnaire, where we give the participants the same information about employees social and corporate social activities in a short news with numbers and also in the form of storytelling. We ask them, which text they would tell their friends, neighbours or colleagues and which text would attract them at most to motivate themselves for acting more responsible. We also ask the employees how they think this could be realised. With the result we can show, how you can sensitize and activate people for bringing more attention, awareness and activity to a more responsible living inside and outside companies. KW - Storytelling KW - Improvement KW - CSR Y1 - 2014 N1 - Volltext aus urheberrechtlichen Gründen nicht verfügbar. Fulltext due to copyright not available. ER - TY - JOUR A1 - Ternès, Anabel A1 - Towers, Ian A1 - Daniszewski, A. T1 - International Cooperation: Impact of Cultural Diversity on Brand Strength in the Hotel Industry JF - Acta Oeconomica Cassoviensia N2 - Keine Angabe - No details KW - Diversity Management KW - Hotel Industry KW - Brand Management Y1 - 2013 N1 - Volltext aus urheberrechtlichen Gründen nicht verfügbar. Fulltext due to copyright not available. VL - 6 SP - 14 EP - 24 ER - TY - CHAP A1 - John, Jasmin A1 - Seisreiner, Achim T1 - Leadership in a virtualized business world: making the impossible possible? T2 - 6th International Conference on Economics and Management of Networks (EMNet), Agadir, Morocco N2 - In a virtualized business world leadership relations are shifting noticeably towards “remote leadership” where leadership is conducted mainly through modern communication technology to cope with physical distance between leaders and employees. Against this background, many academic scholars are suggesting that transformational leadership is an appropriate leadership style to manage effectively in a remote context. Surprisingly, the trend in practice seems to go in the opposite direction. Based on an empirical study of remote leaders in action, we diagnosed an increasing usage of the “transactional toolbox”– management by objectives, management by exceptions, performance measurement, controlling and planning systems. From an academic standpoint this biasn reveals a completely unexpected development in leadership behaviour. Thus, in our article we try to shed light on this opposing trend. KW - Virtual Business KW - Leadership KW - Management Y1 - 2013 U6 - http://nbn-resolving.de/urn/resolver.pl?urn:nbn:de:0298-opus4-5752 ER - TY - JOUR A1 - Wulf, Alexander J. T1 - Global Perspectives on Risk Taking Behaviour: using Focused Ethnography to Study Managerial Behavior JF - Proceedings of the Conference on Research Opportunities for Ethnomethodology N2 - Keine Angabe - No details KW - Risk Management KW - Managerial Behavior KW - Ethnography Y1 - 2013 N1 - Volltext aus urheberrechtlichen Gründen nicht verfügbar. Fulltext due to copyright not available. SP - 126 EP - 127 ER - TY - JOUR A1 - Ternès, Anabel A1 - Towers, Ian T1 - Organisations, Individuals as Employees, Individuals as Consumers and the Relationships Between Them JF - Arabian Journal of Business and Management Review N2 - Organisations of all shapes and sizes face a significant number of challenges that they must meet if they are to thrive in today’s globally hypercompetitive environment. Our aim is to help them deal with some of the most critical. An organisation is a collection of individuals working together in a structured way to achieve certain goals, and this understanding is central to our research interests. We aim to provide insights on current and emergent issues related to the three interconnected themes we focus on: ● the relationship between the individual as an employee and the organisation ● the relationship between the individual as a consumer and the organisation ● the relationship between the individual and the digitalised world. The recommendations that flow from our research all have in common that they are corporately socially responsible. Our framework is based on CSR, sustainability and an ethical approach. Y1 - 2014 U6 - http://nbn-resolving.de/urn/resolver.pl?urn:nbn:de:0298-opus4-8501 VL - 4 IS - 4 ER - TY - CHAP A1 - Ternès, Anabel A1 - Towers, Ian A1 - Shauvencka, N. ED - Ternès, Anabel ED - Towers, Ian T1 - Gamification T2 - Internationale Trends in der Markenkommunikation: was Globalisierung, neue Medien und Nachhaltigkeit erfordern N2 - Keine Angabe No details KW - Gamification KW - Social Media KW - Markenkommunikation Y1 - 2014 N1 - Buch verfügbar in der Bibliothek der SRH Berlin School of Management and Technology, Signatur QP611 1. Book available in the library of SRH Berlin School of Management and Technology, shelf mark QP611 1. SP - 33 EP - 50 PB - Springer CY - Wiesbaden ER - TY - CHAP A1 - Ternès, Anabel A1 - Runge, Christopher A. ED - Ternès, Anabel ED - Towers, Ian T1 - Reputationsmarketing T2 - Internationale Trends in der Markenkommunikation: was Globalisierung, neue Medien und Nachhaltigkeit erfordern N2 - Keine Angabe No details KW - Reputationsmarketing KW - Markenkommunikation Y1 - 2014 N1 - Buch verfügbar in der Bibliothek der SRH Berlin School of Management and Technology, Signatur QP611 1. Book available in the library of SRH Berlin School of Management and Technology, shelf mark QP611 1. SP - 59 EP - 70 PB - Springer CY - Wiesbaden ER - TY - CHAP A1 - Ternès, Anabel A1 - Scholz, André ED - Ternès, Anabel ED - Towers, Ian T1 - Nonprofit-Marketing T2 - Internationale Trends in der Markenkommunikation: was Globalisierung, neue Medien und Nachhaltigkeit erfordern N2 - Keine Angabe No details KW - Nonprofit KW - Markenkommunikation Y1 - 2014 N1 - Buch verfügbar in der Bibliothek der SRH Berlin School of Management and Technology, Signatur QP611 1. Book available in the library of SRH Berlin School of Management and Technology, shelf mark QP611 1. SP - 91 EP - 106 PB - Springer CY - Wiesbaden ER -