Suchergebnisse

Das Buch des niederländischen Wissenschaftsjournalisten bietet einen kurzweiligen, informativen Überblick u.a. zu Entstehungsgeschichte, Institutionen, Gesetzgebung, Erweiterung und Verfassung der Europäischen Union. Nachgefragt wird, wohin die Finanzmittel fließen, wie aus europäischem nationales Recht entsteht, wie die Machtverteilung in Brüssel und Straßburg ist oder welchen Einfluss Lobby, Journalisten und Öffentlichkeit haben. Stets macht der Autor mit Beispielen die konkreten Auswirkungen deutlich, die sich für die Bürger ergeben. Hilfreich für eine Diskussion ist eine Zusammenstellung und Auseinandersetzung mit je 10 Vorurteilen über die EU und 10 Zweifeln an der Verfassung. Auch für Schülerreferate sinnvoll. Für diesen Zweck vor dem umfangreicheren "Europa-Handbuch" (BA 2/05). (1 S)

PurposeEnterprise content management (ECM) is an important topic in information management, but researchers have long had difficulty developing a consistent definition. The purpose of this paper is to analyze ECM case reports from practice to identify ECM's objectives, processes and technologies and to provide a foundation on which ECM can be conceptualized and defined.Design/methodology/approachThis paper assembles more than 1,200 case reports on industrial ECM implementations in order to characterize the ECM concept from a practitioner's viewpoint. The paper provides a descriptive overview and historical examination of ECM implementations over time and across countries and industries, grounded in a structured content analysis.FindingsEven though the case reports share some commonalities, their ECM projects differ considerably in terms of their objectives, processes and technologies, and vary widely across countries and industries. In addition, ECM implementations are much broader today than they once were, so the scope and boundaries of the ECM concept are increasingly blurred in practice.Originality/valueWhile several researchers have characterized the ECM concept based on literature reviews, only a few have approached the definition problem from a practical viewpoint. This paper provides a foundation from which to evaluate how well researchers' conceptualizations of ECM match current business practice.

PurposeThis paper presents a structured literature review of studies on IT-enabled organizational transformation to determine the state of the art and to identify areas for future research.Design/methodology/approachWe collect 201 academic publications on IT-enabled organizational transformation and analyze them from three perspectives: a publication perspective, a research perspective and a conceptual perspective.FindingsFrom a publication perspective, we identify and synthesize the seminal works to provide a brief history of research on IT-enabled organizational transformation. From a research perspective, we show that studies in this area have seldom been grounded in theory and have predominantly used qualitative approaches, while only a few studies have drawn from quantitative data. From a conceptual perspective, we show that most research has studied higher levels of transformation, especially process redesign.Originality/valueThis review presents the landscape of the literature on IT-enabled organizational transformation, which provides a foundation for future research.

PurposeThe purpose of this paper is to identify organizational challenges that drive enterprise content management (ECM) adoption from a process point of view.Design/methodology/approachThe presented results are grounded in both the academic literature on ECM and qualitative data from two case studies.FindingsThe study identifies and discusses 21 contemporary business challenges that drive ECM adoption along the content lifecycle (e.g. regarding the creation, storage, and retrieval of content).Research limitations/implicationsAs the scopes of both the literature review and the case studies were limited, the presented account of ECM drivers is not considered exhaustive. The paper can, nevertheless, help researchers to further theorize about ECM adoption and investigate the role that content plays in business process management.Practical implicationsPractitioners are provided with empirically grounded knowledge on the drivers behind ECM adoption. They can, for example, use the results to justify and evaluate ECM investments, or determine the scopes and objectives of their ECM initiatives.Originality/valueThis study is important because the understanding is still vague as to what organizations strive to gain through implementing ECM and what results they can expect from the same.

Purpose
– The purpose of this paper is to summarize an information technology (IT) initiative at Hilti Corporation that began with a local IT need and ended with the global transformation of the company's customer service processes and infrastructures. The authors highlight 12 lessons learned from the transformation, which Hilti referred to as the Global Contact Center (GCC) program.


Design/methodology/approach
– The authors analyze Hilti's GCC program based on first-hand experience. Hilti applied an innovative, wave-like implementation approach that facilitated a fast roll-out, fostered peer-to-peer knowledge transfer, and helped to overcome reluctance to change.


Findings
– The analysis of Hilti's approach to its new customer service management reveals a number of simple, yet, critical lessons learned regarding leveraging IT-driven business value through global process transformation.


Research limitations/implications
– The case report can help researchers to further theorize about IT-enabled process transformation. The GCC program resulted in significant improvements in the performance and quality of customer service processes and enabled transparent reporting and performance measurement on a global scale.


Practical implications
– Overall, the GCC case provides an illustrative example of successful process transformation at the global level that also demonstrates implementation challenges. As such, the case report can help practitioners in planning and executing similar projects toward customer service excellence.


Originality/value
– Hilti's GCC case not only provides fresh insights into a successful process transformation. As it focusses on customer service, it also concerns an application area that has received little in the way of attention from process transformation research.