650 Management und unterstützende Tätigkeiten
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Im Laufe der letzten Jahre hat sich der typische Komplex an kritischen Erfolgsfaktoren für Unternehmen verändert, infolgedessen der Faktor Wissen eine wachsende Bedeutung erlangt hat. Insofern kann man zum heutigen Zeitpunkt von Wissen als viertem Produktionsfaktor sprechen, welcher die Faktoren Arbeit, Kapital und Boden als wichtigste Faktoren eines Unternehmens ablöst (vgl. Keller & Yeaple 2013, S. 2; Kogut & Zander 1993, S. 631). Dies liegt darin begründet, dass aktive Maßnahmen zur Unterstützung von Wissenstransfer in Unternehmen höhere Profite und Marktanteile sowie bessere Überlebensfähigkeit gegenüber Wettbewerbern ohne derartige Maßnahmen nach sich ziehen (vgl. Argote 1999, S. 28; Szulanski 1996, S. 27; Osterloh & Frey 2000, S. 538). Der hauptsächliche Vorteil von wissensbasierten Entwicklungen liegt dabei in deren Nachhaltigkeit, da aufgrund der immateriellen Struktur (vgl. Inkpen & Dinur 1998, S. 456; Spender 1996a, S. 65 f.; Spender 1996b, S. 49; Nelson & Winter 1982, S. 76 ff.) eine Nachahmung durch Wettbewerber erschwert wird (vgl. Wernerfelt 1984, S. 173; Barney 1991, S. 102).
Especially e-government projects have a complex stakeholder structure: governments, businesses, non-profits and private stakeholders in different forms and roles are involved or affected by e-government projects. Consequently, the success of ICT projects critically depends on the integration of different stakeholder groups in the design processes of e-government solutions. In this context, stakeholder participation is sought therefore useful initiatives like open government and good governance drive this process forward. Although it is important to analyze the objectives, expectations and power characteristics of project participants and project stakeholders, the determinations of the stakeholder groups through a so called stakeholder analysis are insufficiently methodically developed.
The aim of this bachelor thesis is to pick up the stakeholder theories, stakeholder participation theories, stakeholder analysis and transfer it to an administrative level as well as to check their applicability. This will be done by explaining and systematizing appropriate procedures for the classification and mapping of stakeholder groups, through well-known stakeholder theories of Freeman, Mitchel and Rowley. In order to generate recommendations for future e-government projects, the application of stakeholder theories in two e-government projects with stakeholder involvement will be reviewed. It is also important to work out how stakeholder groups can be actively involved in the developmental processes in concrete e-government projects by using Web 2.0 possibilities. The role of Web 2.0 applications as an additional channel of communication and participation tool will be presented and evaluated.
The result is a guide, which supports successful participation of stakeholders in projects, by analyzing the process for stakeholder identification, stakeholder grouping and prioritization and showing instructions and benefits for using Web 2.0.
This Thesis deals with the state of Customer Relationship Management (CRM) in companies and the opportunities that are offered by these. The motivation for this thesis results from the request to classify the value of CRM. Furthermore, we want to do a research on how far a CRM-System is able to support and improve company processes. In addition, we want to get an overview of possible conditions that are linked with such a system. For the use case the motivation follows from the opportunity to optimize inefficient processes. As a result, this thesis tries to present perspectives which can improve company processes; moreover conduce to a bigger value creation.
This thesis covers in detail with customer-related processes of the company Alere and its quality in terms of the prospective implementation of a CRM-System. As there are only a few standard requirements for the processes, it is not possible to make a statement about process quality. These circumstances need a tool that is able to fulfil specified requirements. This gap shall be closed by a CRM-System. If we want to close this gap efficiently we first have to research the actual customer-related processes with the aim to specify the new system requirements.
The thesis shall deliver an insight into the topic with the goal to show the advantages of a CRM-System. Additionally, the identification of weak points, based on the use case and the motivation follows. With these data we will optimize the customer-related processes based on the CRM-System functions. Several departments of the company have contact with the customers. Because of this fact the focus lies on documentation, central data storage and loss-free communication between customers and staff and among the staff. The thesis shall deliver different results. First of all, a catalogue of requirements for the customer-related processes which bases on the basics.
Furthermore, the modelling of the customer-related processes. In addition a catalogue of the weak points of the customer related processes and after that a specification of requirements for the CRM-System to optimize the customer-related processes.
Finally the thesis shall generate the modelling of the optimized customer-related processes. The last result the thesis shall deliver is the discussion and conclusion.
Das Forschungsprojekt KMU 2.0 zielt auf die Gestaltung einer modernen Arbeitswelt ab, in der die Mitarbeiter eines Netzwerkes kleiner und mittlerer Unternehmen (KMU) ihre Kompetenzen, Kreativität und Ideen in einen unternehmensübergreifenden Austausch einbringen, um innovative Lösungen für Probleme aus dem Berufsalltag gemeinsam zu generieren. Hierüber gilt es neue Wege und Szenarien für das Management der unternehmensübergreifenden Zusammenarbeit in KMU-Netzwerken zu erforschen, mit Hinblick auf die Entstehung und Umsetzung von Innovationen für Probleme aus der modernen Arbeitswelt. Fokussiert wird dabei auf den Einsatz von Web 2.0-Technologien, die als Instrument hinsichtlich ihres Unterstützungspotentials bei der kooperativen Generierung von innovativen Lösungen untersucht werden. Zentrale Fragestellung dabei ist, ob der Einsatz von Web 2.0 in einem Netzwerk von KMU den Austausch innovativer Ideen durch Vernetzung der Mitarbeiter und ihres kreativen Potentials fördert. Praxispartner ist das WirtschaftsForum Neuwied e.V., ein im nördlichen Rheinland-Pfalz angesiedeltes Unternehmen, das aus ca. 115 Mitgliedern und 10.000 Mitarbeitern besteht und durch eine heterogene Struktur an Unternehmen unterschiedlichster Größen und Branchen sowie verschiedenster Leistungsangebote charakterisiert ist.
The impact of innovation in order to secure a company- existence is increasing. Especially in the field of information and communication systems, modified conditions, reduced product life cycles (in some markets e.g. in the software market down to a few months), and increased competition force many companies to adapt their innovation speed. Long-term profit will just be obtained by those companies that will manage to consolidate or further to enlarge their competitive position with technological innovation. The increasing relevance of new developments requires a separate treatment of technological innovations and demands for a technology and innovation management. Not every innovation is thereby a result of a single, spontaneous idea. Many innovations evolve from the integration or combination of already existing technologies. Especially in markets with insignificant growing rates, this kind of innovation is quite important. The purpose of this thesis is the identification of existing deficiencies within established recommendations for a strategic technology and innovation management concerning technological integration. Based on the technological innovation, a possibility for the exposure to the developed innovations will be formulated. Finally, this thesis provides an own approach about this kind of innovation that will be examined.