The Adoption of New Technologies and the Age Structure of the Workforce

This paper provides firm-level evidence for the relationship between the age structure of the workforce and the adoption of new or significantly improved technologies in service sector firms. Furthermore, it closes a research gap by analyzing the joint impact of the age of the workforce and the enhancement of teamwork on the probability of adopting new technologies. The empirical analyses, that are based on a data set of 356 German firms from the knowledge-intensive services and ICT services sector, reveal three findings: Firstly, firms with a higher share of younger employees are more likely to adopt new technologies and the older the workforce is, the less likely is the adoption of new technologies. Secondly, the distribution of the age of the workforce has no significant impact on the probability of adopting new technologies. And thirdly, firms which enhanced their teamwork and have a higher share of younger workers are less likely to adopt new technologies whereas firms that enhanced their teamwork and have a higher share of older employees are more likely to adopt new technologies. --age structure of the workforce,adoption of new technologies,ICT intensive services

LMS System Requirements from the Libraries’ Point of View

Library services are essential for teaching Therefore a LMS redesign concept should guarantee better integration of library services like catalogs databases and media as well as literature and information management A comparision to other industries can be helpful often customer relationship is maintained and intensified by using customer accounts especially customer accounts of banking systems and insurance companies should be considered Online banking accounts offer a large number of relevant customer relationship functions that could be helpful in library management systems too Also involving librarian professionals in literature researches can be usefu

Adaptive Right-Time Technologies in Customer Relationship Management

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Intelligent Business Processes in CRM - Exemplified by Complaint Management

Customer relationship management (CRM) is becoming a critical source of competitive advantage for businesses today. However, many CRM business processes are deficient and inflexible. For example, many customers are dissatisfied with complaint management. Still, companies seldom systematically adapt the complaint management process. In theory, operational and analytical CRM form a closed loop: analytical CRM uses business intelligence (BI) tools to analyze operational data and the knowledge gained is used for continual optimization of operations. One special approach in establishing this loop is to continually support decision points in operational processes with knowledge from BI. In this way, the use of BI becomes an integral part of business processes, which are then referred to as intelligent business processes. However, in CRM not much is known about this approach. Based on an extensive review of the literature, the study explores the state of theory and practice in the field of intelligent business processes in CRM, with special attention to complaint management because of its considerable importance and application potential. In particular, the conceptual framework of intelligent business processes in CRM is depicted and two implementation options are identified: embedded intelligence and business rules. Focusing on complaint management, evidence on intelligent business processes is systematically documented, weak points are identified, and a research agenda for the shift to more intelligent processes is presented

The Adoption of New Technologies and the Age Structure of the Workforce

This paper provides firm-level evidence for the relationship between the age structure of the workforce and the adoption of new or significantly improved technologies in service sector firms. Furthermore, it closes a research gap by analyzing the joint impact of the age of the workforce and the enhancement of teamwork on the probability of adopting new technologies. The empirical analyses, that are based on a data set of 356 German firms from the knowledge-intensive services and ICT services sector, reveal three findings: Firstly, firms with a higher share of younger employees are more likely to adopt new technologies and the older the workforce is, the less likely is the adoption of new technologies. Secondly, the distribution of theage of the workforce has no significant impact on the probability of adopting new technologies. And thirdly, firms which enhanced their teamwork and have a higher share of younger workers are less likely to adopt new technologies whereas firms that enhanced their teamwork and hav e a higher share of older employees are more likely to adopt new technologies

User requirements for location based services : an analysis on the basis of literature

The high global penetration of mobile telephony provides a strong basis for the development and diffusion of mobile business applications. Especially for location based services, i.e. mobile services that consider the user’s current location to add value to the service provided, a high potential to become a major market success is seen. Nevertheless the development of mobile business and location based services has so far been lagging behind expert expecations. One of the reasons for this disappointing development is the failure of application developers to center their efforts on potential users and their needs and demands. The following paper therefore reviews the existing literature on user requirements in mobile business and location based services. A definition and characterization of location based services is given and a framework to categorize existing location based services is developed. Additionally, usefulness and usability are put in concrete terms as they are identified as the main determinants of end-user acceptance of location based services. Security concerns of potential users of location based services are analyzed and further limitations of the diffusion of location based services are discussed

Servitization In the automotive industry: how car manufacturers become mobility service providers

Servitization as a strategic alternative to product innovation has gained significant attention from both academics and practitioners, as more and more manufacturers are seeking growth opportunities and differentiation from the competition. This study aims to examine opportunities and challenges of servitization in the automotive industry. The service portfolio of a traditional car manufacturer is analyzed to illustrate the servitization process in the industry and highlight the relevance of additional service offerings. Qualitative research reveals closer customer interaction and additional revenue potential as the major opportunities while the insights also detect immense challenges for traditional manufacturers particularly in terms of organizational change and profitability

Regionalized implementation strategy of smart automation within assembly systems in China

Produzierende Unternehmen in aufstrebenden Nationen wie China, sind bestrebt, die Produktivität der Produktion durch eine Verbesserung der Lean Produktion mit disruptiven Technologien zu erreichen. Smart Automation ist dabei eine vielversprechende Lösung, allerdings können Unternehmen aufgrund von mangelnden Ressourcen oft nicht alle Smart Automation Technologien gleichzeitig implementieren. Ebenso beeinflusst eine Vielzahl an Einflussfaktoren, wie z.B. Standortfaktoren. Dementsprechend herausfordernd ist die Auswahl und Priorisierung von Smart Automation Technologien in Form von Einführungsstrategien für produzierende Unternehmen. Der Stand der Forschung untersucht nur unzureichend die Analyse der Interdependenzen zwischen Standortfaktoren, Smart Automation Technologien und Key Performance Indikatoren (KPIs). Darüber hinaus mangelt es an einer Methode zur Ableitung der Einführungsstrategie von Smart Automation Technologien unter Berücksichtigung dieser Interdependenzen. Entsprechend trägt diese Arbeit dazu bei, eine regionalisierte Einführungsstrategie von Smart Automation Technologien in Montagesystemen zu ermöglichen. Zunächst werden die Standortfaktoren, Smart Automation Technologien und KPIs identifiziert. In einem zweiten Schritt werden, mit Hilfe von qualitativen und quantitativen Analysen, die Interdependenzen bestimmt. Anschließend werden diese Interdependenzen auf ein Montagesystem mittels hybrider Modellierung und Simulation übertragen. Im vierten Schritt wird eine regionalisierte Einführungsstrategie durch eine Optimierung und eine Monte-Carlo-Simulation abgeleitet. Die Methodik wurde im Rahmen des deutsch-chinesischen Forschungsprojekts I4TP entwickelt, das vom Bundesministerium für Bildung und Forschung (BMBF) unterstützt wird. Die Validierung wurde erfolgreich mit einem produzierenden Unternehmen in Beijing durchgeführt. Die entwickelte Methodik stellt einen neuartigen Ansatz zur Entscheidungsunterstützung bei der Entwicklung einer regionalisierten Einführungsstrategie für Smart Automation Technologien in Montagesystemen dar. Dadurch sind produzierende Unter-nehmen in der Lage, individuelle Einführungsstrategien für disruptive Technologien auf Basis wissenschaftlicher und rationaler Analysen effektiv abzuleiten

The performance of economic institutions in a dynamic environment: air transport and telecommunications in Germany and Britain

Detailed case study material illustrates why the performance of two British national champions (British Airways and British Telecom respectively) was superior to that of their German counterparts (Lufthansa and Deutsche Telekom): beyond just the effects of privatisation, both the airline and telecommunications industries have been characterised by substantial technological and market change which has altered the parameters of competitive strategy. Under these new dynamic environmental conditions, the British institutional structure has out-performed the denser network of relationships within Germany. This paper seeks to develop a theory of Anglo-Saxon competitive advantage that is not predicated only on the allocative efficiency of free markets, but precisely on the notions of adaptive efficiency or dynamic efficiency of non-market organisational activities. In other words, the hypothesis is that under specified types of industry conditions, the adaptive or dynamic efficiency of Anglo-Saxon firms may be superior to that of firms in Northern Europe's industry-coordination economies. -- Eine Analyse von umfangreichem Fallstudienmaterial läßt erkennen, warum Leistungsfähigkeit und tatsächlich erzieltes Ergebnis der beiden britischen Spitzenunternehmen British Airways und British Telecom besser waren im Vergleich zu den entsprechenden deutschen Unternehmen Lufthansa und Deutsche Telekom: Neben den quasi automatisch auftretenden Wirkungen jeder Privatisierung waren die Luftfahrt- und Telekommunikationsbranchen durch tiefgreifende Änderungen der Technologien und der Märkte gekennzeichnet, wodurch die Kenngrößen für eine wettbewerbsorientierte Strategie geändert wurden. Unter diesen neuentstandenen, dynamisierten Umfeldbedingungen erwies sich die Institutionenstruktur Großbritanniens als dem dichteren Beziehungsnetzwerk in Deutschland überlegen. In diesem Papier sollen Elemente für eine Theorie über diesen angelsächsischen Wettbewerbsvorteil entwickelt werden, die nicht nur auf der Allokationseffizienz von freien Märkten basieren, sondern genau auf die Wahrnehmungen einer Anpassungseffizienz oder dynamischen Effizienz von nichtmarktlichen Aktivitäten unterschiedlicher Organisationen bezogen sind. In anderen Worten, es geht um die Hypothese, daß bei bestimmten, in einer Branche gerade herrschenden Bedingungskonstellationen, die Anpassungs- oder Reaktionseffizienz von angelsächsischen Unternehmen derjenigen von Unternehmen in den branchenkoordinierten Volkswirtschaften des nördlichen Europas überlegen ist.