Design Rules for User-Oriented IT Service Descriptions (2009)
Henrik Brocke, Thorsten Hau, Alexander Vogedes, Bernhard Schindlholzer, Falk Uebernickel, Walter Brenner
Customers of complex IT-services increasingly demand integrated value bundles that fit their individual needs. At the same time, IT service providers are facing commoditization of their products and...
Price Setting in Two-sided markets for Internet Connectivity (2009)
Due to a lack of incentives, Internet peerings are a notorious bandwidth bottleneck. Through the use of direct interconnection and content delivery networks, content providers are able to provide...
Quality of Service Delivery: Economics of Multi-homing and Content Delivery Networks (2009)
Thorsten Hau, Jochen Wulf, Ruediger Zarnekow, Walter Brenner
The structure of the Internet serves as a big commoditizer of all traffic. Therefore all data, be ittime critical or not is transported at the same speed. However, recent trends in the internet...
Thorsten Hau, Matthias Bueger, Axel Hochstein, Walter Brenner
Due to scale effects, outsourcing a standardized business process costs less than outsourcing aspecific one. For companies running individual processes supported by legacy software, the questionis...
Tool Support for achieving qualitative Security Assessments of Critical Infrastructures (2009)
HanhQuyen Nguyen, Michael Klaas, Friedrich Köster, Markus Braendle, Sebastian Obermeier, Walter Brenner
Information Security Assessments for Embedded Systems Development: An Evaluation of methods (2009)
Friedrich Köster, Michael Klaas, HanhQuyen Nguyen, Markus Braendle, Sebastian Obermeier, Walter Brenner, ...
Collaboration in Security Assessments for Critical Infrastructures (2009)
Friedrich Köster, Michael Klaas, HanhQuyen Nguyen, Markus Braendle, Sebastian Obermeier, Walter Brenner
Collaborative Security Assessments in Embedded Systems Development (2009)
Friedrich Köster, Michael Klaas, HanhQuyen Nguyen, Markus Braendle, Sebastian Obermeier, Walter Brenner
A Classification of Shared Service Centers: Insights from the IT Service Industry (2009)
Veit Schulz, Axel Hochstein, Falk Uebernickel, Walter Brenner
Henrik Brocke, Falk Uebernickel, Walter Brenner
Rising complexity of international IT projects has compelled service providers to re-define their customer-serviceapproach. This paper uses a case study method to identify critical success factors...
Definition and Classification of IT-Shared-Service-Center (2009)
Veit Schulz, Axel Hochstein, Falk Uebernickel, Walter Brenner
Challenges in IT supply chain management (2009)
Sebastian Dudek, Falk Uebernickel, Walter Brenner
Multiple players are involved in the process of service provision in today?s IT industry. IT service is mostly a combination of process output of different IT service providers. A single IT...
Annette Reichold, Lutz Kolbe, Walter Brenner
Customer Relationship Management (CRM), a management philosophy that focuses on the nurturing of customer relationships, emerged as a response to decreasing customer loyalty and increasing...
Ruediger Zarnekow, Walter Brenner
The paper presents a product-based information management approach that promises a more efficient and effective delivery of IT services. Within a product-based information management, service...
Mobilizing Customer Relationship Management – A Journey from Strategy to System Design (2008)
Ragnar Schierholz, Lutz M. Kolbe, Walter Brenner
The bursting of the e-bubble affected expectations with regard to mobile initiatives and willingness to invest in them very negatively. In both academia and practice, there has recently been renewed...
Ragnar Schierholz, Susanne Glissmann, Lutz M. Kolbe, Walter Brenner
The airline industry has undergone dramatic changes. Fierce competition between full service and no-frills carriers is intensifying across the world. Full service carriers had to adjust to no-frills...
Malte Dous, Lutz Kolbe, Harald Salomann, Walter Brenner
In recent years, companies have integrated their customer relationship management (CRM) and knowledge management (KM) efforts because they realize that KM plays a key role in CRM success. In this...
Production Planning for IT-Service Providers: an ERP-based concept (2008)
Nico Ebert, Alexander Vogedes, Falk Uebernickel, Walter Brenner
Due to the pressure of rising costs and an increase in customer orientation, IT-service providers are forced to professionalize their operations (IT-Production). Using Enterprise Resource Planning...
Potenziale der Produktionsplanung und ?steuerung bei IT-Dienstleistern (2008)
Nico Ebert, Alexander Vogedes, Thorsten Hau, Falk Uebernickel, Walter Brenner
Aufgrund von steigendem Kostendruck und zunehmender Kundenorientierung nutzen IT-Dienstleister bestehende Konzepte aus der Realgüterfertigung um sich zu professionalisieren. Im Rahmen des Artikels...
Steuerungsdimensionen für IT Shared Service Organisationen (2008)
Veit Schulz, Andreas Resch, Falk Uebernickel, Walter Brenner
Shared Service Organisationen als Möglichkeit wertorientierter Steuerung des IT-Bereichs (2008)
Veit Schulz, Andreas Resch, Falk Uebernickel, Walter Brenner
Steuerungsdimensionen für IT Shared Service Organisationen (2008)
Veit Schulz, Andreas Resch, Falk Uebernickel, Walter Brenner
Economic Effects of Mult Homing and Content Delivery Networks on the Internet (2008)
Thorsten Hau, Jochen Wulf, Ruediger Zarnekow, Walter Brenner
ESSAM: A Method for Security Assessments by Embedded Systems Manufacturers (2008)
Friedrich Köster, Michael Klaas, HanhQuyen Nguyen, Markus Braendle, Martin Naedele, Walter Brenner
Don't call us, we'll call you - Performance Management in Multi-Channel Environments (2007)
Ragnar Schierholz, Alexander Ostrowski, Susanne Glissmann, Lutz M. Kolbe, Walter Brenner
Typically, companies nowadays implement so-called multi-channel management strategies, i.e. they seek to offer their customers a brad variety of interaction channels for marketing, sales and...
Produkt- und serviceorientiertes IT-Controlling am Fallbeispiel T-Systems ActiveBilling (2007)
Falk Uebernickel, Jochen Scheeg, Walter Brenner
Die zunehmende Bedeutung der IT-Produktorientierung und voranschreitende Übertragung industrieller Produktionskonzepte auf die IT hat eine Neuausrichtung des Controllings und speziell der Kosten-...
Produkt- und Dienstleistungscontrolling einführen (2007)
Falk Uebernickel, Walter Brenner, Jochen Scheeg, Ruediger Zarnekow
IT-Industrialisierung: Was ist das? (2007)
Axel Hochstein, Nico Ebert, Falk Uebernickel, Walter Brenner
A Service Model for the Development of Management Systems for IT-enabled Services (2007)
Nico Ebert, Falk Uebernickel, Axel Hochstein, Walter Brenner
The shift from device and application towards service-orientated IT Management raises new questions that require concepts such as portfolio management, resource planning or mass customization for IT...
Ruediger Zarnekow, Falk Uebernickel, Carlos Bravo-Sánchez, Walter Brenner
IT-Produkte verkörpern den Wandel von klassischen IT-Abteilungen hin zu kundenorientierten Dienstleistern. Sie stellen Angebote für den Anwender der IT dar, die transparent, verständlich und...
IT-Industrialisierung: Was ist das? (2007)
Axel Hochstein, Nico Ebert, Falk Uebernickel, Walter Brenner
Excellence Modell der Industrialisierung des Informationsmanagements (2007)
Falk Uebernickel, Axel Hochstein, Veit Schulz, Walter Brenner
Die Akzeptanz der Dienstleistungen der IT Einheiten in Industrie und Verwaltung ist trotz allen Fortschritts in Technik und Prozessen nicht zufrieden stellend. Da nur selten der Wertbeitrag der IT...
A Service Model for the Development of Management Systems for IT-enabled Services (2007)
Nico Ebert, Falk Uebernickel, Axel Hochstein, Walter Brenner
The shift from device and application towards service-orientated IT Management raises new questions that require concepts such as portfolio management, resource planning or mass customization for IT...
Zukunft des IT-Sourcing (2006)
Zarnekow, Rüdiger, Brenner, Walter
Im Oktober 2005 wurden in Kooperation mit der Analystenfirma Gartner zwei Workshops in Frankfurt am Main und in München zum Thema Sourcing & Benchmarking durchgeführt. Diese wurde vom Autor H. v....
Zukunft des IT-Sourcing (2006)
Zarnekow, Rüdiger, Brenner, Walter
Im Oktober 2005 wurden in Kooperation mit der Analystenfirma Gartner zwei Workshops in Frankfurt am Main und in München zum Thema Sourcing & Benchmarking durchgeführt. Diese wurde vom Autor H. v....
Salomann, Harald., Kolbe, Lutz., Brenner, Walter.
e-Service Journal - Volume 4, Number 2, Winter 2005
Eine Vorgehensmethodik zum IT-Produktengineering (2006)
Falk Uebernickel, Carlos Bravo-Sànchez, Ruediger Zarnekow, Walter Brenner
Die Dienstleistungsorientierung hat in der letzten Zeit bei IT-Abteilungen und Dienstleistern zunehmend an Bedeutung gewonnen. Ausgelöst durch einen stetig wachsenden Kostendruck und der Erkenntnis,...
Improving Customer Relationship Management with Knowledge Management (2006)
Adrian Bueren, Ragnar Schierholz, Lutz M. Kolbe, Walter Brenner
Mobilizing Customer Relationship Management - A Journey from Strategy to System Design (2006)
Ragnar Schierholz, Lutz M. Kolbe, Walter Brenner
The burst of the e-bubble largely affected the expectations towards mobile initiatives and the willingness to invest in them. Recently, the interest formobile business and mobile commerce both in...
Collaborative Customer Relationship Management in Financial Services Alliances (2006)
Malte Geib, Lutz M. Kolbe, Walter Brenner
The integration of the financial services industry and many financial services companies? focus on core competencies have led to the emergence of financial services alliances. These alliances face a...
IS Service-Engineering: A process model for the development of IS services (2006)
Falk Uebernickel, Carlos Bravo-Sànchez, Ruediger Zarnekow, Walter Brenner
The relevance of a service orientation for IS departments and IS service provider has assumed more importance in recent years. Constantly rising cost pressure and the fact that the highest costs...
Operations Management in IS: Using the SCOR-Model to Source, Make and Deliver IS Services (2006)
Axel Hochstein, Falk Uebernickel, Walter Brenner
Due to increasing IS customer requirements, traditional IS management methods have to be refined. For this reason, companies enhance their IS management concepts by adopting known best practices such...
Mobile Systems For Customer Service Differentation - The Case Of Lufthansa (2006)
Ragnar Schierholz, Susanne Glissmann, Lutz M. Kolbe, Walter Brenner
Harald Salomann, Lutz M. Kolbe, Walter Brenner
Self-services in customer relationships are becoming increasingly important - a development that has been boosted by customers? increasing and diverse use of the Internet. Banks have, for example,...
Methoden und Verfahren für das Engineering von IT-Produkten (2006)
Falk Uebernickel, Carlos Bravo-Sánchez, Ruediger Zarnekow, Walter Brenner
Das IT-Produktengineering ist mit der stetig wachsenden Verbreitung von kundenorientierten IT-Managementansätzen immer mehr in den Fokus von IT-Dienstleistern geraten. Dennoch sind in der Praxis nur...
IT-Produkt- und Dienstleistungscontrolling einführen (2006)
Falk Uebernickel, Jochen Scheeg, Ruediger Zarnekow, Walter Brenner
Die zunehmende Bedeutung der Serviceorientierung und voranschreitende Übertragung industrieller Produktionskonzepte auf die IT hat eine Neuausrichtung des Controllings und speziell der Kosten- und...
SOX-IT-Compliance bei Novartis (2006)
Alexander Ritschel, Axel Hochstein, Walter Brenner, Monika Josi
Regulatorischen Anforderungen und deren Compliance haben in den letzten Jahren im IT-Management stetig an Bedeutung gewonnen. Der branchenübergreifend wahrscheinlich einschneidenste regulatorische...
Strategy Alignment of Mobile Solutions in Customer-oriented Business Processes (2005)
Ragnar Schierholz, Lutz M. Kolbe, Walter Brenner
In this paper we analyze how companies define their strategy, especially how they interact with and appear to the customer. Based on a framework of five goals in customer oriented strategy, we...
Improving Performance of Customer Processes with Knowledge Management (2005)
Adrian Bueren, Ragnar Schierholz, Lutz M. Kolbe, Walter Brenner
Proposition of an M-Business Procedure Model for the Development of Mobile User Interfaces (2005)
Susanne Glissmann, Stefan Smolnik, Ragnar Schierholz, Lutz M. Kolbe, Walter Brenner
In the design of desktop applications, developers successfully deploy structured software life cycle models to simplify the development process. Applying these models in m-business often does not...
Performance Measurement of Mobile Marketing in Multi-Channel Environments (2005)
Ragnar Schierholz, Alexander Ostrowski, Susanne Glissmann, Lutz M. Kolbe, Walter Brenner
The burst of the e-bubble largely affected the expectations towards and the willingness to invest in mobile initiatives. Recently, the interest for mobile business and mobile commerce both in...
Kundenorientierung bei Vaillant Türkei (2005)
Annette Reichold, Reinhold Rapp, Lutz M. Kolbe, Walter Brenner
Malte Geib, Christian Braun, Lutz M. Kolbe, Walter Brenner
In this paper, we analyze design factors for community systems in two real-world professional communities a learning network and an expert network which employ a mix of communication modes, i.e.,...
Infusing Technology into Customer Relationships: Balancing High-Tech and High-Touch (2005)
Harald Salomann, Lutz M. Kolbe, Walter Brenner
Nowadays it is expected that self-services have the potential to transform the service economy in a similar way that mass production transformed manufacturing by allowing services to be delivered at...
Knowledge Management Capabilities in CRM: Making Knowledge For, From and About Customers Work (2005)
Malte Dous, Harald Salomann, Lutz M. Kolbe, Walter Brenner
In recent years, companies have integrated their customer relationship management (CRM) and knowledge management (KM) efforts because they realize that KM plays a key role in CRM success. In this...
CRM collaboration in financial services networks: A multi-case analysis (2005)
Malte Geib, Lutz M., Walter Brenner
The deconstruction of value chains in the financial services industry has led to the emergence of financial services companies? networks collaborating to provide services. However, many networks...
Dissertationserhebung in der Wirtschaftsinformatik 2004 (2005)
Florian Heidecke, Andrea Back, Walter Brenner
Der Artikel führt die wichtigsten Ergebnisse der vom Institut für Wirtschaftsinformatik der Universität St. Gallen in Abstimmung mit Prof. Dr. Wolfgang König und Prof. Dr. Peter Buxmann...
Malte Geib, Lutz M. Kolbe, Walter Brenner
The recent integration of the financial services industry and many financial services companies? decisions to focus on their core competencies have led to financial services companies joining in...
Architecture for Customer Relationship Management Approaches in Financial Services (2005)
Malte Geib, Annette Reichold, Lutz M. Kolbe, Walter Brenner
The majority of financial services companies in Germany and Switzerland have, with varying success, conducted customer relationship management (CRM) implementation projects. Nonetheless, the...
Customer Relationship Management Survey - Status Quo and Future Challenges (2005)
Harald Salomann, Malte Dous, Lutz M. Kolbe, Walter Brenner
The main objective of this study is to identify the current status quo as well as future challenges of companies? CRM activities in the German-speaking area. Specifically, the topic ?self-service...
RESEARCH ON THE PREPARATION OF PURE METALS (2005)
Literature surveys were made in preparation for an experimental study directed toward the production of high purity Ba metal. The pertinent physical and chemical properties of Ba metal and the...
Room temperature curing epoxy resin compositions with high temperature service capability based on selected high functionality epoxy polymers and multicomponent curing agent systems were formulated...
CRM collaboration in financial services networks: A multi-case analysis (2005)
Malte Geib, Lutz M. Kolbe, Walter Brenner
The deconstruction of value chains in the financial services industry has led to the emergence of financial services companies? networks collaborating to provide services. However, many networks...
Mobile-Commerce bei der Helsana: Mobile Prämienerstellung (2004)
Annette Reichold, Ragnar Schierholz, Lutz M. Kolbe, Walter Brenner
Walter Brenner, Malte Dous, Lutz M. Kolbe
Selbstbedienungsautomaten sind ein fester Bestandteil der Distribution im Retail- Banking. Neuere Vertriebskanäle wie Online-, Call Center- und Mobile Banking scheinen jedoch im Zuge des...
Referenzprozessmodell für das Customer Relationship Management (2004)
Malte Geib, Harald Salomann, Lutz M. Kolbe, Walter Brenner
Der vorliegende Artikel stellt ein Referenzprozessmodell für das Customer Relationship Management (CRM) vor und validiert dieses anhand einer Literaturanalyse. Motivation hierfür ist das Fehlen...
A Knowledge Platform for the Customer Contact Center of Union Investment (2004)
Walter Brenner, Lutz M. Kolbe, Adrian Bueren
These days, customers require companies to know about their preferences across multiple channels and serve them with rapid responses to occurring problems. This creates the challenge of making all...
Collaborative Customer Management in Financial Services Alliances (2004)
Malte Geib, Lutz M. Kolbe, Walter Brenner
The integration of the financial services industry and many financial services companies? focus on core competencies have led to the emergence of financial services alliances. These alliances face a...
Malte Geib, Christian Braun, Lutz M. Kolbe, Walter Brenner
The success of a virtual community depends chiefly on the community members? utilization of the community system that supports it. It is therefore essential that the functions of the system meet the...
Adrian Bueren, Ragnar Schierholz, Lutz M. Kolbe, Walter Brenner
In this paper, we will illustrate the use of modern information technology to provide knowledge support to CRM processes. This knowledge support allows for performance enhancement in customer...
Malte Geib, Christian Braun, Lutz Kolbe, Walter Brenner
The success of a virtual community depends chiefly on the community members ’ utilization of the community system that supports it. It is therefore essential that the functions of the system meet...
M-Commerce at Helsana Health Insurance: Mobile Premium Calculator (2003)
Annette Reichold, Ragnar Schierholz, Lutz M. Kolbe, Walter Brenner
The advancement of Information and Telecommunication Technologies allows new types of interaction between companies and customers. Companies face the question which potentials can be exploited using...
Grundlagen des Customer Knowledge Management (2003)
Lutz M. Kolbe, Walter Brenner, Hubert Österle, Malte Geib
Customer Relationship Management (CRM) und Wissensmanagement (engl. Knowledge Management) sind heutzutage in aller Munde, sowohl in der Praxis als auch in akademischen Kreisen. Beide Ansätze zielen...
Adrian Bueren, Lutz M. Kolbe, Walter Brenner
Der Einsatz von Wissensmanagement-Instrumenten wird häufig ohne direkten Bezug zu konkreten Geschäftsprozessen betrachtet. Gleichzeitig zeigt sich, dass gerade kundenorientierte CRM-Prozesse in...
Knowledge-enabled Customer Relationship Management (2003)
Henning Gebert, Malte Geib, Lutz M. Kolbe, Walter Brenner
The concepts of customer relationship management (CRM) and knowledge management (KM) both focus on allocating resources to supportive business activities in order to gain competitive advantages. CRM...
Optimization of Coatings for the M205 Non Metallic Cartridge Case for All-Temperature Use. (2002)
Brenner,Walter, Timlin,James J., McMahon,Edward, Papazoglou,Pantelis
The purpose of this study is to optimize a coating to provide enchanced protection of cartridge cases against hydraulic fluids, water vapor and liquid water. Most important, such environmental...
Powder Coating of M205 Non-Metallic Cartridge Cases. (2002)
Brenner,Walter, Timlin,James J.
Electrostatic powder spray coating, as a moisture barrier was investigated for use on the M205 non-metallic cartridge case. Low density polyethylene was found to be the most suitable resin from the...
The purpose of this contract is to carry out feasibility studies relative to using new polymers and plastics as inhibitors to replace compositions presently used with propellant grains of 155mm HE...
Environmental Protection of Pyrotechnic Products and Devices. (2002)
Brenner,Walter, Timlin,James J.
The principal objective of these experimental investigations are the development of more effective water-proofing techniques for reactive powders such as aluminum and magnesium as well as sodium...
A propelling charge being designed for the 155mm howitzer will use a combustible cartridge case having a chemical composition similar to that of the 152mm case now being produced by a pulp molding...
RESEARCH ON THE PREPARATION OF PURE METALS. (1998)
Brenner,Walter, Marsel,Charles J.
This report summarizes the experimental studies which were carried out under Contract AF 19(604) 4124 subsequent to the work described in Scien tific Report 4. The various investigations are...
NUCLEATION PHENOMENA IN POLYMERS. (1998)
Brenner,Walter, Shaffer,R. F., Vermes,R., Marsel,Charles, Kapfer,William H.
The effects of nucleating agents on the physical strength properties of selected thermosetting polymer systems were experimentally investigated with emphasis on modified polyamides and specially...
RESEARCH ON THE PREPARATION OF PURE METALS. (1998)
Brenner,Walter, Okamoto,Yoshiyuki
Experimental studies on the preparation and characterization of various electronically interesting inorganic and organic elements and compounds are described. In the inorganic phases of these...
Single crystal growth in gels near ambient temperature offers many advantages, especially for substances which are slightly soluble in water and which are not easily grown from the melt or vapor....
The Information Superhighway and Private Households - Case Studies of Business Impacts (1996)
Die Informationstechnologie beeinflusst zunehmend auch private Haushalte. Dieses Buch zeigt neben der benötigten Infrastruktur eine Reihe von e-Home Anwendungsbeispielen.- Citizenss Informations...
Entwurf betrieblicher Datenelemente : ein Weg zur Integration von Informationssystemen / (1985)
Diss. Wirtschaftswiss. St. Gallen.
Die Wertigkeit der Röntgenmethode bei der Diagnose der Gastritis. (1954)
Frankfurt, Med. F., Diss. v. 17. Dez. 1954 (Nicht f. d. Aust.).
Die Ergebnisse der Encephalographie im Kindesalter. (1942)
Aus: Ergebnisse d. inn. Medizin u. Kinderheilkunde. Bd 67.
Berlin, Med. Diss., 1936.
Über Zerfall und Synthese organischer Phosphate in der Milchdrüse. (1932)
Aus: Hoppe-Seyler's Zeitschrift f. physiol. Chemie. Bd 212. H. 3 u. 4.