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This paper aims to present a solution that enables organizations to monitor and analyse the performance of their business processes by means of Big Data technology. Business process improvement can drastically influence in the profit of corporations and helps them to remain viable. However, the use of traditional Business Intelligence systems is not sufficient to meet today's business needs. They normally are business domain-specific and have not been sufficiently process-aware to support the needs of process improvement-type activities, especially on large and complex supply chains, where it entails integrating, monitoring and analysing a vast amount of dispersed event logs, with no structure, and produced on a variety of heterogeneous environments. This paper tackles this variability by devising different Big Data based approaches that aim to gain visibility into process performance.
Personalplanung
(2015)
Taking a social relations approach to team diversity, we propose that faultlines—hypothetical dividing lines that split a team into relatively homogeneous subgroups—impact the team members’ propensity to exhibit social loafing behaviour. We further propose that this individual-level reaction to the faultline structure of the team can differ among team members, depending on the size of their subgroup and on their individual social competence. We tested the assumptions with a sample of real teams working on an intellective task during which social loafing behaviour was video-coded. In partial support of the hypotheses, generalized mixed models revealed that social loafing behaviour was most common for team members who were part of a team with strong faultlines, who belonged to the larger subgroup in their team, and who exhibited low levels of social competence. The results therefore highlight the benefits of taking a multilevel approach to the effects of faultlines.
Put-down humor always has a target, and the intent of the speaker is to make fun of someone or something. Due to its inherently social nature, put-down humor could strongly affect socio-emotional group processes and outcomes like cohesion. We hypothesized that put-down humor would increase cohesion when it was targeted at outgroup members and was followed by laughter. Two laboratory experiments were conducted to examine the underlying processes of the put-down humor – cohesion relation. Study 1 showed that put-down humor of outgroup members (as compared to no humor) did not increase participants’ attraction to the group. But it increased perceived cohesion among other group members and the perception that other group members felt safer and were more similar to each other. Even when procedures were altered in Study 2 to reduce participants’ evaluation apprehension and their potential anxiety about not themselves being humorous, we found the same pattern of results. We discuss which conditions might be necessary for put-down humor to increase one’s personal attraction to a group.
In German hospitals there is a need for optimized crisis- and risk management. About one third of all hospital-acquired patient damages are due to medication errors. The aim of our interdisciplinary project “Risk Management in Hospitals” is to analyze the behavior of the various key players in the fields of medical care, human resources, supply and IT-systems in the context of various simulated risk scenarios as well as to develop adequate risk management tools. In this abstract, the first Results on medication errors are presented.
The concept of contract management focuses on the contract and its optimal implementation. Thus, it tends to encounter limits when attempting to achieve objectives lying beyond the contract. In contrast, the concept of contractual management presented here is based on the possible contributions of the contract to the management of the enterprise, business unit, and transaction. It considers the processes relevant in this field which are bundled by risk management, transaction management, and knowledge management. Insofar as it integrates these activities and aligns them towards the contract, it increases the potential impact of the contract. From the governance perspective, contractual management leads to higher efficiency; from a legal perspective, it provides for a better compliance with the requirements for good corporate management and with contractual obligations as well as it increases the quality of the contract.
Der demografische Wandel, die Veränderungen in der Bevölkerungsstruktur eines Landes, zeigen sich besonders deutlich im Gesundheitswesen, sowohl auf der Seite der Pflegebedürftigen als auch auf der Seite der Pflegenden. Der Fokus hier liegt auf den Auswirkungen im Pflegebereich und den Strategien der Bunderegierung, diesen gesellschaftlichen Veränderungen zu begegnen.
Germany, relying on a pay-as-you-go pension system has increased regular retirement age to 67 due to its ageing population caused by decreasing birth rates and increasing life expectancy. Using data from the nationally representative ‘Survey on continuing in employment in pensionable age’, we investigate the relevance of training motivation for work ability and the desire to work past retirement age and whether differences between social groups reflect inequalities in training participation. Results show significant positive correlations between continuing training motivation and work ability and desire to work past retirement age. Differentiated for selected respondent groups the level of qualification has a significant influence. This effect was stronger than any differences with regard to gender or employment participation. Results imply external conditions only partly explain older workers’ work ability or desire to work past retirement age. Compared to inequalities in training participation, motivation for continuing training is high across analysed subgroups.
Decreasing birth rates and increasing life expectancy have led to the ageing of the German population during the past decades. As the German retirement pay system is a pay-as-you-go system, legal retirement age is increased step by step to 67 years. Long before individuals actually retire, environmental factors but also personal factors influence the path of the retirement process. Work ability can be maintained through continuing education. Understanding and possibly even increasing older employees’ motivation to participate in continuing education is vital to achieving the European Union’s aim of individuals’ “lifelong learning” to cope with challenges of technological and organisational change. This empirical study analyses the influence of work context factors on motivation to participate in continuing education. Data source is the “Survey on continuing in employment after reaching pensionable age”, commissioned in 2008 by the Bundesinstitut für Bevölkerungsforschung (Federal Institute for Population Research). Results show weak but significant influences of some work context factors. Recommendations for actions and further research directions are given.
There exists only scarce knowledge regarding what negative effects can occur to business coaches as a result of their work. Negative effects, defined as all harmful or unwanted results for coaches directly caused by coaching that occur parallel to or following coaching, are theoretically inferred in this study. Additionally, negative effects are quantitatively explored and validated.
Negative effects of coaching for coaches were identified via structured expert interviews. Based on the results of the interviews a new questionnaire was developed. Coaches were then surveyed online using this questionnaire. A sample of supervisors was also surveyed and compared to the coaches regarding important work-related variables.
104 German coaches were quantitively surveyed using a new questionnaire regarding the frequency and intensity of negative effects in their most recent coaching and in their career. To validate the new questionnaire and the results, relevant cognitions towards their work (psychological empowerment) and the affective well-being of the coaches were also measured.
In more than 90 per cent of all recent coaching at least one negative effect was present. On average 5.9 negative effects occurred per coaching. During their careers 99 per cent of the coaches were confronted at least once with a negative effect. Negative effects are associated with the psychological empowerment and affective well-being of coaches, which speaks for the validity of the new questionnaire and subsequent results.
Negative effects for coaches as a result of their work occur very often and in a heterogeneous way but these effects are of rather low intensity. The validity of these effects could be shown.
Dass Coaching „Nebenwirkungen“ haben kann, dürfte im Grunde bekannt sein (siehe Coaching-Magazin 3/2014). Doch welche negativen Effekte Coaching grundsätzlich haben kann und wo deren Ursachen zu finden sind, ist eine Frage, der sich die Forschung langsam annimmt. Erste Antworten hierauf liefert hier ein Forschungsprojekt der SRH Hochschule Berlin. Besonders interessant ist dabei, dass nicht nur Klienten, sondern auch Coaches selbst von negativen Effekten des Coachings betroffen sein können. Ein Ergebnis vorab: Schwerwiegende negative Effekte treten nur selten auf.
The complexity of providing medical care in a high-tech environment with a highly specialized, limited labour force makes hospitals more crisis-prone than other industries. An effective defence against crises is only possible if the organizational resilience and the capacity to handle crises become part of the hospitals’ organizational culture. To become more resilient to crises, a raised awareness — especially in the area of human resource (HR) — is necessary. The aim of this paper is to contribute to the process robustness against crises through the identification and evaluation of relevant HR crises and their causations in hospitals.
Qualitative and quantitative methods were combined to identify and evaluate crises in hospitals in the HR sector. A structured workshop with experts was conducted to identify HR crises and their descriptions, as well as causes and consequences for patients and hospitals. To evaluate the findings, an online survey was carried out to rate the occurrence (past, future) and dangerousness of each crisis.
Six HR crises were identified in this study: staff shortages, acute loss of personnel following a pandemic, damage to reputation, insufficient communication during restructuring, bullying, and misuse of drugs. The highest occurrence probability in the future was seen in staff shortages, followed by acute loss of personnel following a pandemic. Staff shortages, damage to reputation, and acute loss of personnel following a pandemic were seen as the most dangerous crises.
The study concludes that coping with HR crises in hospitals is existential for hospitals and requires increased awareness. The six HR crises identified occurred regularly in German hospitals in the past, and their occurrence probability for the future was rated as high.
The present paper introduces a hybrid technique to measure the expertise of users by analyzing their profiles and activities in social networks. Currently, both job seekers and talent hunters are looking for new and innovative techniques to filter jobs and candidates where candidates are trying to improve and make their profiles more attractive. In this sense, the Skillrank approach is based on the conjunction of existing and well-known information and expertise retrieval techniques that perfectly fit the existing web and social media environment to deliver an intelligent component to integrate the user context in the analysis of skills confidence. A major outcome of this approach is that it actually takes advantage of existing data and information available on the web to perform both a ranked list of experts in a field and a confidence value for every professional skill. Thus, expertise and experts can be detected, verified, and ranked using a suited trust metric. An experiment to validate the Skillrank technique based on precision and recall metrics is also presented using two different datasets: (1) ad hoc created using real data from a professional social network and (2) real data extracted from the LinkedIn API.
Interactions among people have substantially changed since the emergence of social networks, the expansion of the Internet and the proliferation of connected mobile devices, and so have the possibilities of collaborative learning, with the inclusion of new e-learning platforms. From this point, assessing human knowledge in these virtual environments is not a trivial task. This work presents a novel cloud-computing-based service which relies on advanced artificial intelligence mechanisms to infer knowledge and interest from users considering the aggregated data presented from/to these users in different social networks. This way it is possible to assess with a certain degree of confidence the user knowledge level in different topics as well as recommend additional specific education related to his/her former studies in order to get a better/desired job.
In this article we argue that smart items and cloud computing can be powerful enablers of servitization as business trend. This is exemplified by an application scenario in healthcare that was developed in the context of the OpSIT-Project in Germany. We present a three-level architecture for a smart healthcare infrastructure. The approach is based on a service-oriented architecture and extends established architectural approaches developed previously at our group. More specifically, it integrates a role model, a layered cloud computing architecture, as well as a fog-computing-informed paradigm in order to provide a viable architecture for healthcare and elderly-care applications. The integration of established paradigms is beneficial with respect to providing adequate quality of service and governance (e.g., data privacy and compliance). It has been verified by expert interviews with healthcare specialists and IT professionals. To further demonstrate the validity of this architectural model, we provide an example use-case as a template for any kind of smart sensor-based healthcare infrastructure.
Mobile technologies and more precisely apps have disrupted technology scenario. Bring your own application (BYOA) is a new trend that has emerged after the “bring your own device” (BYOD) vogue. However, and in spite of its intrinsic benefits, the trend presents also several caveats and Enterprise app stores are seen as a way to tackle these risks. In this paper, authors present ModEAS, a system designed to serve as a modular and scalable architecture when developing a middle scale or personal Enterprise app store.
Information overload is becoming bigger as internet grows. This entails several problems such as difficulty in finding information and redundancy of knowledge. In this paper, a solution of these problems is presented as a global representation of knowledge based on human perception, and modelled by means of ontologies. In this study we present the approach with several advantages as well as some drawbacks related to state of the art technologies.
Abstract: ASP (Application Server Provider) marketplaces
provide a fundamental alternative to the classical business model
of software licensing. At this point, it is still unclear why and
when customers prefer the ASP model over more traditional
approaches. To make ASP more attractive, more knowledge
about possible pricing and product strategies is needed. In this
paper we describe different business models for ASP
marketplaces. We first compare the cost structures of the
classical licensing model with the new server-based approach.
Then we illustrate how price and product differentiation may
improve overall market efficiency. In particular, we show that
by selling different software versions for different prices, ASP
marketplaces may obtain near-optimal revenues with products
that are relatively inexpensive, disaggregated, and customizable.
Consumers can thus choose between a wide variety of product
lines to fit their differing budgets and requirements.
The web service model provides fundamental advantages compared to the classical software usage model. But transactions in the web service market have by far not reached the expected level. A reason for the tendency of market failure is the verifiable information asymmetry and uncertainty in the web service market. Besides deficiencies on the supply side, regarding configuration, display and communication of web service bundles, the limited web service knowledge of potential buyers are constitutional causes to the modest development and enforcement of the web service model. By the help of strategies derived from information economics the present study elaborates measures to take in order to prevent the market for web based services from failing. The conclusions of an online-based questioning experiment offer strategic recommendations to reduce buyer’s uncertainty in outsourcing decision. Results of the experiment point out the significant positive impact to reduce information asymmetry and transaction uncertainty in the web service market by integrating information substitutes in the web service bundle in order to transform experience and credence qualities into search qualities. It can be verified that web service customers have a higher willingness to pay when information substitutes are
integrated into the web service bundle.
Use of cloud computing in healthcare is a promising trend, particularly in utilization of smart items. Access, affordability and quality to proper healthcare is a great challenge in world society. With the utilization of smart sensors, there are possibilities to improve the quality of healthcare services whenever needed. Hence, such smart items services lead to economic advantages for the whole healthcare system. Keeping in mind these opportunities as well as challenges such as security or legal issues, it is important to bring healthcare and IT together. As a result, healthcare business processes need to be modeled in order to provide IT solutions tailored for practice-oriented applications. In this paper, we present a three-level architecture for a smart healthcare infrastructure. Our approach is based on recent literature work and results from conducted expert interviews with healthcare specialists and IT professionals. To demonstrate the applicability of this architecture model, we provide an example use-case as a template for any kind of smart sensor-based healthcare infrastructure.
Objectives/rationale: Healthcare systems all over the world are facing difficult challenges that have a direct impact and influence the delivery of healthcare services. As a response healthcare institutions are relying in the implementation of Information and communication technologies (ICTs) to overcome difficulties and satisfy patients’ demands in a cost-effective way adopting new technologies capable to innovate, extend, and redefine the way healthcare has been delivered for decades. New technological innovations such as Internet of things (IoT), Smart item technology, and cloud computing can improve the traditional e-healthcare system and extend service provision beyond the hospital facilities by using wireless sensor networks (WSN) and radio frequency identification devices (RFID), providing a new type of services advertised as “smart.” This type of services, enable doctors to treat patients remotely and allows people to do their normal daily routines, occupations, and activities while receiving appropriate, timely, and high-quality ubiquitous healthcare services.
Methods: An exploratory study is performed to review the route towards smart healthcare services, emphasizing the use of information and communication technologies (ICTs) and smart item technology as enhancers for smart healthcare services provision.
Results/findings: A new technological infrastructure promises to transform medical practice and disease prevention by empowering healthcare institutions with smart items for remote patient monitoring eliminating time-wasting procedures, reducing health costs, improving quality of service and patients satisfaction.
Implications/conclusions: Traditional e-healthcare system is transitioning into an interconnected smart-healthcare system potentiated by new technological advances capable to extend healthcare service provision and offer smart healthcare services.
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.
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.
Die Umsetzung von IT-Service-Support-Prozessen auf der Basis des Referenzmodells IT Infrastructure Library (ITIL) geschieht in vielen Unternehmen derzeit mit hoher Priorität. Obwohl zur Unterstützung der Support-Prozesse eine Vielzahl von Softwarelösungen zur Verfügung stehen, basieren diese heute nicht auf Service-orientierten-Architekturen. Die Vorteile einer Service-orientierten-Architektur werden daher im Rahmen des IT-Service-Supports nicht genutzt. Der Beitrag zeigt am Beispiel eines zentralen ITIL-Support-Prozesses, dem Incident-Management, wie dieser technisch auf der Basis von Web-Services umgesetzt werden kann. Die Grundlage bilden sechs Fallstudien, in denen die Gestaltung ITIL-basierter Support-Prozesse untersucht wurde. Aufbauend auf den Fallstudien wird ein generischer Incident-Management-Prozess definiert und mit Hilfe von Web-Services umgesetzt. Dabei kommen sowohl atomare als auch aggregierte Web-Services zum Einsatz. Für ein konkretes Service-Anliegen wird der Prozessablauf grafisch beschrieben. Die Umsetzung erfolgt exemplarisch unter Zuhilfenahme der Web Services Description Language (WSDL).
Due to an enhanced customer focus in the planning, development and delivery of IT services, service-oriented IT management has become increasingly important. This paper investigates to what effect service-oriented IT management has already been put into place in European companies. Benefit and cost categories of integrating service-oriented principles into IT management processes are analyzed. Additionally success factors for implementing serviceoriented IT management are investigated. For this purpose, six case studies were conducted. The situation of IT management before and after implementation was analyzed and comments are made on the corresponding transformation projects. Based on the case studies, this paper shows three typical benefit categories of service-oriented IT management. Eight cost categories for implementing and operating service-oriented IT management processes are discussed and six success factors of pertinent re-organization projects are identified. Findings can serve as guidelines for other IT organizations and can be used as enabler for getting informed decisions regarding the initiation of service-oriented IT management. Finally, the article highlights four current trends for service-oriented IT management and further research is outlined.
Web Services appear promising to facilitate interoperability and enable Dynamic Value Webs - the on-demand aggregation of services even across enterprise boundaries. However, past experiences have shown interoperability limitations in practice mainly due to information asymmetries on the Web Services markets. This Paper describes a service-oriented architecture for building Dynamic Value Webs in mobile environments using adaptive Location-Based Services. Our concept addresses the following three predominant difficulties: (1) service adaptivity to changing conditions in mobile environments, (2) interoperability including higher levels of semantics, and (3) assuring trustworthiness to all affected parties.
The application of wireless technologies in urban areas is at the beginning of a transformation. While municipalities worldwide have invested in deploying wireless access infrastructures, the services which build up on these and add value for individuals and organizations are still at their early stage. Especially for European municipalities there is still a looming potential. This paper explores the current status of municipal wireless adoption in Europe based on the analysis of 25 initiatives in European metropolitan areas and derives a setup approach for wireless city initiatives which focuses on the definition and evaluation of innovative services. The approach includes overall design requirements, a generic stakeholder analysis as well as clusters for innovative wireless services and is illustrated by a case example of an ongoing wireless city project in Germany.
Online Service Quality of Web-based E-Mail-Services: an Empirical Study for The German Market
(2009)
E-mail services represent an essential part of the IT landscape of enterprises. Besides in-house hosting, every company can make use of offers from specialized Application Service Providers (ASPs). Former research has shown a lack of transparency in the market for web-based services. This paper summarizes the results of a study on professional web-based e-mail services catering to the German-speaking market. This research mainly addresses following questions: What are the similarities and differences between the various services in the market? To which extent do the offered services meet a corporation's requirements? What kind of methodology can be used to analyze and to compare web-based services? And, with that in mind, do web-based e-mail-services represent a serious alternative to in-house hosting of e-mail-services? To answer these questions we compared information of selected service providers on the basis of a multi-scenario utility analysis.
The inherent quality of business processes increasingly plays a significant role in the economic success of an organization. More and more business processes are supported through IT processes. In this contribution, we present a new approach which allows the continuous quality improvement of IT processes by the interconnection of IT Infrastructure Library (ITIL) reference model and process mining. On the basis of the reference model, to-be processes are set and key indicators are determined. As-is processes and their key indicators derived by process mining are subsequently compared to the to-be processes. This new approach enables the design and control of ITIL based customer support processes which will be trialed in a practice case of a customer relationship management (CRM) system. The procedural models, as well as its results, are introduced in this publication.
In order to deliver services of high quality in a cost-effective manner, processes and their support through information technology (IT) play an increasingly significant role. We present an approach, which allows optimizing the service delivery through continual process improvement. This approach combines the 7-step improvement process recommended by ITIL with process mining. On the basis of suggestions derived from process mining, performance indicators of different services are determined and subsequently compared as part of an internal benchmark. The approach, which will be trialed in practice, enables the optimization of service delivery certainly, but it is also concerned with the most effective utilization of limited resources in terms of people and tools.
Netzbasierte Dienste, im englischen Sprachraum als Web-based Services oder Hosted Services bekannt, gewinnen zunehmend an Popularität. Zahlreiche Softwareanbieter präsentieren sich am Markt als Application Service Provider (ASP), d.h. als Anbieter netzbasierter Anwendungsdienste. Hierbei kann das ASP-Modell den einzigen Vertriebskanal darstellen (reiner ASP) oder aber als Ergänzung neben das klassische Lizenzmodell treten. Während junge Firmen (wie z. B. Salesforce.com) ihr Glück als reiner ASP versuchen, wählen etablierte Anbieter im Regelfall die zuletzt genannte Option SAP mit seinem ASP-Produkt mySAP.com ist hierfür eines der bekannteren Beispiele.
Pricing web services
(2007)
This paper focuses on the challenges associated with composing and pricing web services. We present the results of an online experiment, where subjects were confronted with a variety of choices and decisions relating to web service markets and service composition. Our analysis shows that people expect the price of a composite web service to be lower than the sum of the prices of the elementary services, that is, users are not willing to pay for aggregation by a third party. To obtain a viable business model for composite web services, non-standard pricing mechanisms, such as auctions and negotiations, possibly supported by electronic agents, have to be taken into consideration. Usage-based pricing schemes, combined with an option to switch to a flat subscription, seem most appropriate to penetrate the developing market for web services.
Das SaaS-Geschäftsmodell stellt IT-Abteilungen vor neue Herausforderungen und Möglichkeiten. IT-Abteilungen sind gefordert SaaS-Angebote in bestehende IT-Landschaften zu integrieren. Zudem können IT-Abteilungen selbst SaaS-Angebot bereitstellen und sich damit einen neuen Markt unternehmensintern und unternehmensübergreifend erschließen. GobiT und ITIL können für die Steuerung des SaaS-Lieferanten- und Kundenbeziehungsmanagement und für die SaaS-Produktion sinnvoll eingesetzt werden.
Business collaboration and information sharing becomes more and more important for companies, mainly driven by economics of scale and the strategic value of network knowledge. In this paper we will describe how process mining results will increase the willingness of cross company data aggregation and the usage of shared business collaboration infrastructures. The results of our contributions are based on process and data analyses in the customer relation management of a leading German passenger airline. As information sharing is considered a central challenge among supply chain partners, we describe the role of data aggregation as a requirement for process mining in collaborative infrastructures. Aggregating data on the one hand can preserve companies from compromising their local data. On the other hand valuable network information may get lost. We use process mining to derive collaborative business process models. Therefore, we evaluate the impact of data aggregation on the significance of process mining results.
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.
Cloud Computing is emerging as a predominant paradigm for obtaining and providing computing functionality in the enterprise. Organizations that are planning to use cloud computing offerings struggle with the question “How do I choose the right offering?” Cloud offerings exhibit a variety of pricing models and different levels of service and functionality. In this article the authors define first Cloud Computing in the context of IT Governance. Then they set criteria to compare different offerings at the level of Software-as-a-Service (SaaS). This is an important precondition for the reduction of the verifiable information asymmetry and uncertainty in the cloud market. Besides deficiencies on the supply side, regarding configuration, display and communication of service bundles, the limited knowledge of potential buyers is main reason for the modest adoption. The authors apply strategies derived from information economics to reduce this asymmetry by integrating information substitutes in the service marketplace description, thereby transforming experience and credence qualities into search qualities.
For organizations that plan to use online software applications via Internet one of the most important questions is, ”How do you choose the right ASP for the companies corporate needs?”. ASP marketplaces offer a plurality of pricing models and different levels of service. From whole system and whole service to single applications and methods, every digital product and service can be provided through an ASP marketplace. There is a need for ASP marketplaces, which gives the user a transparent insight into the ASP market. In this paper we define Application Service Providing in the context of Outsourcing. Then we analyze relevant software classes for ASP marketplaces. Finally we will set criteria to compare different levels of service of ASP marketplace. This paper gives an overview of key characteristics ASP marketplace provider must take into account by preparing the business process in order to successfully deliver application services.
Frictionless interoperation of business processes even across enterprise boundaries, complete up-to-date view of the overall status, and full remote control over the business parameters for individuals in charge – this is the holy grail of a “global real-time enterprise”. Yet a vision, a number of enabling technologies brought us closer to accomplishing the challenges: Sensing the position of mobile objects and processes status, distributing the status information with “zero latency”, discovering it according to specific demands across organisation boundaries, providing and securing uniform service-oriented access to all kinds of entities ranging from smart items to business processes, and aggregating the overwhelming variety of elementary services to form high-value composite services. In this chapter, we overview the enabling technologies that drive the development and further discuss market factors, security and privacy concerns, and standardization processes that have to be considered. Then we propose our SEMALON approach – the SEMAntic LOcation Network – intended as a basic infrastructure for discovery and composition of location based services. Finally we describe our experiences from a case study implementation – the NOMADS Campus – which is a distributed spatial information system for our campus at Humboldt University Berlin.
Cities in Europe face the challenge of combining competitiveness and sustainable urban development. Technology such as wireless communication and ubiquitous computing is playing an increasingly important role in this context, helping to co-create solutions which can make the urban space „smarter‟. The city of Berlin is launching the project „Wireless City Berlin‟ (WCB) to demonstrate the potential of such technologies in multiple application scenarios. This paper analyses the terms „smart‟ and „wireless‟ with respect to urban development and introduces a typology of wireless city initiatives. Further, it presents the main work areas of the WCB project and relates it to other wireless city initiatives in Europe.
Purely knowledge-based activities are of an increasing importance for modern enterprises. Moreover, innovative companies are focusing entirely on such high-profile activities and outsourcing the supporting tasks. In this work we focus on university spin-outs as an example. Such companies often enjoy the provision of administrative infrastructure (e.g., accounting, facilities) within an ”incubator” area and can focus exclusively on innovation.
The transfer of research ideas to the marketplace typically involves selection and targeted prioritization of these ideas. Project Portfolio Management (PPM) can be a viable framework for this prioritization. The necessary structuring of project ideas can be provided by a standardized process with defined functions (data repository, project assessment, selection, reporting, and portfolio reevaluation).
While PPM is generally regarded as beneficial for large organizations, we show that similar benefits can be expected within innovative SMEs. In this work we discuss such benefits and related knowledge and learning strategies.
The inherent quality of business processes and their support through information technology (IT) increasingly plays a significant role in the economic success of an organization. More and more business processes are supported through IT services. In order to provide IT services with the required quality and at minimum costs, the importance of effective and efficient IT service management (ITSM) processes is crucial.
Die vorliegende Dissertation präsentiert eine umfassende Analyse und Strukturierung des Marktes für netzbasierte Dienste. Basierend auf einer detaillierten Untersuchung des ASP-Angebotes und der ASP-Nachfrage in Europa werden geeignete Institutionen und Informationssubstitute für die Anpassung (Matching) des ASP-Angebotes und der ASP-Nachfrage identifiziert und getestet. Die Strukturierung der Angebotsseite umfasst neben der Bewertung der Marktlage die Entwicklung der ASP-Wertschöpfungskette, die Einordnung in die Systematik der digitalen Güter, die Beschreibung der ASP-Technologien und -Geschäftsmodelle und den Vergleich des ASP-Geschäftsmodells mit der klassischen Softwarenutzung und dem Konzept der virtuellen Organisationen. Die Ergebnisse der Untersuchungen zeigen vorhandene Defizite in der Informations- und Kommunikationspolitik der ASP-Angebotsseite auf. Für die Strukturierung der Nachfrageseite für netzbasierte Dienste werden die Theorien der Auslagerung (Outsourcing) von Informationstechnologien, die Methoden und Instrumente der Kosten- und Nutzenmessung und die Theorie der Transaktionsphasen der Auslagerung angewendet. Kern der wissenschaftlichen Untersuchung bildet die empirische Untersuchung des ASP-Nachfragemarktes in Deutschland und anderen europäischen Ländern. Die Erkenntnisse der Analyse des ASP-Angebotes und der ASP-Nachfrage werden gegenübergestellt und Methoden zur Abstimmung von ASP-Angebot und Nachfrage mit Hilfe der Transaktionskostentheorie und den Theorien der Informations- und Institutionenökonomie abgeleitet. Barrieren, Intransparenzen und Informationsasymmetrien werden auf beiden Seiten aufgezeigt und darauf aufbauend Informationssubstitute für netzbasierte Dienste identifiziert. Erfahrungs- und Vertrauenseigenschaften werden mit Hilfe von Informationssubstituten in einem Onlinebefragungsexperiment hinsichtlich der Wahrnehmung, Wirkung und möglicher Zahlungsbereitschaften überprüft. Aus den Ergebnissen des Onlinebefragungsexperimentes werden Anforderungen an die Informations- und Kommunikationspolitik und Strategien zur Reduzierung der Informationsasymmetrie für netzbasierte Dienste entwickelt. Das Ergebnis der Arbeit ist die Ableitung relevanter Kriterien für die Darstellung und Bewertung der Leistungsbündel netzbasierter Dienste und die Entwicklung von Strategien zur Reduzierung der Transaktionsunsicherheit durch die Identifizierung und Integration von Informationssubstituten für netzbasierte Dienste.
Das Buch „Web Mining - mit Kundenorientierung zum Geschäftserfolg“ verschafft dem Leser einen Einblick in die Welt des Web Mining. In einem ersten Teil werden die Herkunft, der Prozess sowie die Grenzen des Web Mining detailiert erläutert. Anhand eines praktischen Beispiels kommen nachfolgend Web Mining Tools zum Einsatz. So wird aufgezeigt, wie mit Hilfe von Auswertungen der Nutzerdaten Optimierungspotentiale entdeckt und wie daraus Handlungsempfehlungen abgeleitet werden können. Durch Anpassen der Websites an die zuvor gewonnenen Nutzerbedürfnisse lässt sich der Erfolg der Internetpräsenz erhöhen. Es wird also veranschaulicht dargestellt, welche Möglichkeiten z.B. Online-Shop-Betreiber besitzen, um den Umsatz des Unternehmens zu steigern.
Absolvent.de ist ein seit 1998 bestehendes Online-Jobportal, welches sich auf die Vermittlung von Jobs und Praktika für Hochschulabsolventen spezialisiert hat. Im Zuge eines bevorstehenden Relaunchs sollen neben den Funktionalitäten und eingesetzten Technologien auch das Corporate Design und das Webinterface Design erneuert werden. Die Entwicklung von Corporate Design und Webinterface Design für absolvent.de ist Gegenstand dieser Arbeit. Dazu werden im theoretischen Teil der Arbeit objektive Anforderungen und Funktionen des Corporate Designs und des Webinterface Designs genannt und erläutert. Im praktischen Teil werden am Beispiel des Online-Jobportals absolvent.de systematische Methoden für die Entwicklung eines den Anforderungen entsprechenden Corporate- und Webinterface Designs aufgezeigt und angewendet. Anhand des systematischen Vorgehens bei der Designentwicklung wird die schrittweise Verringerung der Komplexität der Aufgabenstellung deutlich und die entwickelten Ergebnisse werden plausibel und nachvollziehbar. Das Buch dient als Leitfaden bei der Entwicklung von Corporate Design und Webinterface Design und richtet sich somit an Grafik-, Web- und Interfacedesigner.
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.
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.
Dienstbasierte Architekturen bilden zunehmend eine attraktive Ergänzung zu den klassischen Geschäftsmodellen der Softwarenutzung. Das Buch erläutert die für webbasierte Dienste relevanten technischen und ökonomischen Konzepte. Anschließend werden unter Zuhilfenahme von empirischen Analysen und Experimenten aktuelle Markttrends und Marktprozesse beschrieben. Dabei gehen die Autoren auch auf die aus dem Konsumgüterbereich bekannten Vertrauensprobleme und Informationsasymmetrien ein und erörtern deren Konsequenzen für den Entwurf von erfolgreichen Geschäftsmodellen und Märkten. Einschlägige Fallstudien ergänzen die Darstellung.
RFID
(2010)
RFID bietet Unternehmen eine Vielzahl von Vorteilen im Bereich der Automatisierung und Prozesstransparenz. Gleichzeitig stellt die Technologie die Unternehmen vor technische, organisatorische, ökonomische, rechtliche und sozioökonomische Herausforderungen. In diesem Buch werden die grundlegenden Funktionen der RFID-Technologie und Lösungskonzepte zur Integration in die betrieblichen Informationssysteme vorgestellt. Insbesondere die Standards des Internet der Dinge' werden maßgeblich den Erfolg der RFID-Technologie beeinflussen. Für die RFID-Einführung in Unternehmen wird in diesem Buch ein methodisch fundiertes Vorgehensmodell präsentiert. Die während des Vorgehensmodells eingesetzten Entscheidungsmethoden zur Potential- und Wirtschaftlichkeitsanalyse werden ausführlich beschrieben und es wird auf unterstützende Softwarewerkzeuge verwiesen.
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.
One cannot not communicate, says one axiom of Paul Watzlawick and emphasizes, that everything we do and everything we leave is a message to one’s counterpart. Where communication takes place conflict is close. From misunderstanding to war, from communication refusal to a communication overload: The combination of communication and conflict has different developments. The current book presents various facts of this combination. From an analysis of communicative conflict resolution of the Israel-Palestine-Conflict on Facebook, instances of leadership and communication in the literature of operation Iraqi freedom, political iconoclasm in the digital age on the basis of the death of Osama bin Laden, a social identity perspective on communication about errors in organisations, the overload with online communication at business, how conflict management training works, strategies in the communication of political violence to the influence of mass media on the course of contemporary military conflicts.
The continuous optimization of business processes is becoming an increasingly important factor for a company’s long-term success. Maturity models for business processes aim at maintaining a distinct quality of processes and help to determine the maturity level of the processes and the company’s maturity. Previous research has shown the lack of transparency and standardization for maturity models. In particular, existing maturity models were not scientifically compared and evaluated among themselves. Uncertainty and unawareness in selection and application of adequate
maturity models can be observed in applied science and practice. The aim of the scientific work was to evaluate existing business process maturity models in terms of strengths and weaknesses in order to provide a comprehensive and reliable knowledge-based on specific evaluation criteria setting. The conclusions have been used to take advantage of one of the pre-chosen models to measure the maturity of a business process. The examined models were CMMI, BPMM-OMG, PEMM and EDEN. The applied methodology consists of literature research, empirical findings and practical application. The empirical findings comprise a purpose-made questionnaire and an outcome weighted in terms of importance and / or appliance. A particular challenge of the research
was to compare the different maturity models based on their criteria, scales and general scope.
Due to the influence of a strong electromagnetic field an induced gap is expected to occur in the band structure of a semiconductor. In this paper the influence of the damping by electron–phonon collisions and by recombination on the new band structure is investigated. Taking into account damping kinetic equations for the electrons are derived and discussed with the help of calculations.
Unter dem Einfluß eines starken elektromagnetischen Feldes kommt es in der Bandstruktur eines Halbleiters zur Ausbildung eines Zusatzgaps. In dieser Arbeit wird der Einfluß der Dämpfung durch Elektron–Phononstöße und Rekombination auf die neue Bandstruktur untersucht. Weiterhin werden kinetische Gleichungen unter Berücksichtigung der Dämpfung abgeleitet und an Hand von numerischen Berechnungen diskutiert.
Kinetic problems for off-resonance excitation (dynamical Stark effect) and resonant excitation (laser-induced gaps) are studied. Within the Hartree-Fock theory, Stark shift and bleaching of the exciton line are evaluated. The influence of photon statistics on light-induced gaps is investigated. Open questions concerning the transient response are clarified.
Es werden kinetische Probleme für nichtresonante Anregung (dynamischer Stark-Effekt) und resonante Anregung (laserinduzierte Lücken) betrachtet. Im Rahmen der Hartree-Fock-Theorie werden Stark-Verschiebung und Oszillatorstärkenänderung für die Exzitonlinie berechnet. Der Einfluß der Photon-Statistik auf die lichtinduzierten Lücken wird untersucht. Einige offene Fragen des Kurzzeit-Response werden geklärt.
The dynamical Stark effect of excitons in CdS bulk crystals has been measured recently using differential transmission spectroscopy (DTS). A general DTS formula is derived taking into account exciton-exciton interaction. A perculiar influence of the pump and test polarization on its magnitude is predicted. Concerning the dephasing (transverse relaxation), coupling to optical phonons is treated on a microscopic level. A density-matrix approach leads to the imaginary part of the exciton-phonon self energy. Its strong frequency dependence which shows up as a non-Markoff relaxation strongly suppresses the relaxation for the pump pulse at large detuning. A more sophisticated approach using the non-equilibrium Green function gives deeper insight into the underlying scattering processes.
Kinetic equations for the density correlation and density-density response function are derived. Solving these equations numerically and comparing its solution with the adiabatic approximation the change in the transmitted spectrum of a single electronic transition is calculated where a red-shift can be observed.
Es werden kinetische Gleichungen für die Di Dichtekorrelationsfunktion und die Dichte-Dichte-Responsefunktion abgeleitet. Die numerische Lösung dieser Gleichungen wird mit der adiabatischen Approximation verglichen. Die Berechnung der Änderung im Transmissionsspektrum für einen einzelnen elektronischen Übergang ergibt eine Rotverschiebung.
Starting from the kinetic equations for the nonequilibrium Green's functions, a practical method is proposed which allows to solve the set of equations for the two-time propagators numerically. In contrast to the usual semiconductor Bloch equations with phenomenological damping relaxation and dephasing processes are treated microscopically for the case of coupling to a bath of LO-phonons. Beside a standard approximation for the treatment of LO-phonon scattering, no further approximations are performed. For the low-density limit we compare exact results with approximate treatments, as the Marcovian and non-Marcovian approximations resulting from a density matrix approach. First results concerning nonlinear optical properties are presented.
We report a strong (300:1) excitonic resonance in time-resolved (100 fs) four-wave mixing in GaAs quantum wells as a function of the incident photon energy and show that it results from the large difference in the dephasing rates of excitons and free carriers. We conclude that excitons dominate even when they make up only a small fraction of the excited states. These results, in conjuction with new results in exciton-phonon scattering, provide new insights into previous studies performed with spectrally broad ultrashort pulses.
The aim of this paper is to investigate the motivations that lead higher education students to replace several Learning Management Systems (LMS) services with cloud file hosting services for information sharing and collaboration among them. The research approach is based on the Technology Acceptance Model (TAM). More specifically, the model is devoted to identifying barriers and enablers to the acceptance of these technologies. A questionnaire comprising three factors (Attitude toward using technology, Perceived ease of use and Perceived usefulness) was applied to a sample consisting of 121 higher education students. Results show that the
perceived ease of use of cloud file hosting services is above that of LMS tools and services and that cloud file hosting services presented higher levels of perceived usefulness than standard learning management tools. In addition, attitude toward using cloud file hosting services is well above that of using LMS tools.
The Common European Sales Law (CESL) is the European Commission’s most recent policy initiative for European contract law. It aims to address the problem that differences between the national contract laws of the Member States may constitute an obstacle for the European Internal Market. This paper develops a model of the institutional competition in European contract law and uses it to addresses the question as to whether an optional European contract code and the CESL are economically desirable for European contract law. To do so I examine the transaction costs involved in the process of choosing an applicable law that European businesses face when they conduct cross-border transactions in the European Internal Market. I then describe how these transaction costs shape the competitive environment, i.e. what I refer to as the “European market for contract laws” in which the contracting parties choose a law to govern their cross-border contracts. Having identified this environment and the competitive forces operating within it, I propose a model, the “Cycle of European Contract Law”. I use this model to analyze the competitive processes that take place in the European market for contract laws. Based on my results I make recommendations for the optimal implementation of an optional European contract code and the CESL in European contract law.
Information overload is becoming bigger as internet grows. This entails several problems such as difficulty in finding information and redundancy of knowledge. In this paper, a solution of these problems is presented as a global representation of knowledge based on human perception, and modelled by means of ontologies. In this study we present the approach with several advantages as well as some drawbacks related to state of the art technologies.
Time‐resolved four wave mixing (4WM) signals of conjugated polymers are calculated using a density matrix approach and the Hartree–Fock approximation. The influence of the Coulomb interaction as well as size effects on the nonlinear optical response are examined. For the Hückel model (no Coulomb interaction), quantum beats due to the coherent excitation of several band states are found for small sizes, and photon echo‐like behavior is obtained for infinite size. The Coulomb interaction changes the nature of the response and gives rise to a broad delayed signal whose temporal profile is determined by the dephasing time.