Notre travail de recherche a comme but d’améliorer la compréhension que nous avons sur les centres de services partagés (CSP), un mode d’organisation qui est en vogue ces dernières années. Plus spécifiquement, l’objet de notre travail est d’explorer la singularité qui existe entre ce mode organisationnel spécifique qu’est le centre de service partagés appliqué au système d’information (SI) et à l’alignement stratégique de celui-ci avec l’entreprise. Le thème de ce travail est donc de tester l’impact d’un CSP qui a en charge la SI dans l’alignement des usages (après la phase de gestion du changement et donc de bascule). En d’autres mots, nous testons le lien entre le fait de confier une partie de son SI à un CSP et la variation de l’alignement des usages du SI. Nous avons envisagé d’étudier notre problématique sous un aspect de la variation de l’alignement du SI et de la « satisfaction » des parties prenantes. Nous nous sommes focalisé sur la phase post-basculement (Alignement des Usages). Cette démarche inclut les termes « dynamique » et « usage » et prend en compte les dimensions temporelle et relationnelle. Nos travaux s’inscrivent dans un domaine de recherches émergent, ce qui leur confère un caractère exploratoire. Nous avons construit notre stratégie et notre objet de recherche de manière progressive. Comme préalable indispensable, il nous a paru fondamental de réaliser une exploration théorique des thèmes associés à notre recherche afin de constituer à la fois le fondement et la justification de la démarche proposée. Les connaissances que nous avons acquises nous ont conduit à élaborer des propositions conceptuelles (6 hypothèses) dans une perspective constructiviste. Celles-ci ont été construites lors de tests préalables puis ont fait l’objet de mises à l’épreuve auprès d’une sélection d’entreprises européennes utilisant un ou plusieurs CSP. Il nous a semblé plus riche de disposer de données issues de la complémentarité de deux approches qualitatives. Notre investigation s’est donc déroulée de façon duale. Nous avons d’une part étudié en détail une entreprise en particulier et, d’autre part, nous avons réalisé une étude pluri-organisationnelle composée de 5 études de cas menées à partir de 9 entretiens semi-directifs.La diversité des résultats obtenus tend à démontrer la singularité de notre travail de recherche. Deux propositions sont à mettre en évidence. La première est que l’alignement des usages à long terme est renforcé par l’utilisation d’une organisation insérant en son sein des CSP (hypothèse 1) et la deuxième est liée au fait que les parties prenantes externes peuvent être plus facilement manœuvrables par les entreprises clientes qui utilisent un CSP (hypothèse 3). Plus globalement, nous constatons deux autres contributions intéressantes de nos travaux. La première est liée à la plus grande stabilité dans le cadre de changements profonds des organisations qui font par exemple l’expérience d’une fusion ou d’une acquisition (hypothèses deux et six). Notre recherche académique arrive dès lors à la conclusion que le CSP est un facteur habilitant la stabilité de l’entreprise qui l’utilise. La seconde contribution est essentielle, elle couvre les problématiques d’interface entre le CSP et les autres acteurs, principalement les autres parties prenantes internes. Les liens entre les différentes parties sont fondamentaux pour obtenir et maintenir un bon alignement. / The aim of our research is to improve the understanding that we have towards the Shared Service Centers (SSC), a way of organization which has been the trend in the last years. To be more specific, the aim of our work is to explore the existing singularity between this specific organizational method, which is the SSC applied to the Information System (IS) and the strategic alignment with the enterprise. The objective of this paper is therefore to test the impact of the IS alignment in a company which uses the SSC. We have considered to study our question under the aspect of the variation of the IS alignment and the stakeholder’s “satisfaction”. We focalized on the postoperative handover (alignment of usages). This approach includes the “dynamic” and “usage” terms and takes into account the temporary and relational dimensions. Our work is inserted in a new research field that provides them with an explorative characteristic. We have built our strategy and our research study in a progressive way. Beforehand, it has seemed to us crucial to undergo a theoretic exploration of the subjects related to our research, in order to build simultaneously the basis and the purpose of the mentioned approach. The knowledge we have acquired has led us to elaborate conceptual proposals (6 hypotheses) from a constructivist perspective. These proposals were built during initial exploration tests and afterwards they were tested in European companies using one or more SSC. It seemed to us more logical to adopt the complementarity of a dual qualitative approach. On one hand, we studied in detail one company and, on the other hand, we have realized a poly organizational study, composed by 5 case studies, which were based on 9 semi-directive interviews.The variety of the results obtained tends to demonstrate the singularity of our research. Two proposals must be highlighted. The first one is that the strategic alignment in the long term is reinforced by the use of a SSC (hypothesis 1) and the second one is linked to the fact that the external stakeholders can be easily managed by the clients’ enterprises which use a SSC (hypothesis 3). More generally, we have verified two other interesting contributions during our research. The first one is linked to a larger stability in the case of deep changes as, for example, a merger or a takeover (hypothesis 2 and 6). Our academic research has reached the conclusion that the SSC is a factor which offers stability to the company that uses it. The second contribution is fundamental, that is, it covers the importance of the interfaces between the SSC and the other internal parties involved. The connections between the different groups are essential in order to obtain and to maintain a good alignment.

Thesis (M.P.H.M. (Primary Health Care Management))--Mahidol University, 2008. / LICL has E-Thesis 0038 ; please contact computer services.

This final thesis is focused on analysing the support of cognitive development of the clients of a social services centre through its activities which are aimed at a concrete target group senior citizens. The aim of the thesis is to find out whether the senior citizens' cognitive skills are developed through these activities or whether these activities have other meanings for the clients. Another aim is to find out whether the criteria concerning development of cognitive skills, the way they were defined by Reuven Feuerstein, are fulfilled. Another part of the thesis is also a description of the activities held by the social services centre so that a reader could understand the results better.

O presente estudo teve como objetivo compreender o processo de reconfiguração das proposições que vinculam a educação especial e a educação regular dos alunos com deficiência, considerando os contextos, os espaços decisórios de uma rede municipal de ensino e o investimento em espaços alternativos – centros de atendimento – como possibilidade de apoio complementar à escolarização. Trata-se de uma pesquisa de caráter qualitativo que, no plano da ação metodológica, investiu prioritariamente na análise documental e na interlocução com os atores sociais envolvidos por meio de entrevistas semiestruturadas. Essas estratégias auxiliaram nas análises das políticas públicas voltadas para a educação especial, associadas às singularidades de um contexto de rede pública municipal na região metropolitana de Porto Alegre. Nessa perspectiva, o estudo investiu na reflexão baseada em pesquisas que abordam a temática das políticas públicas educacionais, tendo como um referencial prioritário a abordagem do ciclo de políticas segundo as proposições de Stephen Ball. Na análise de ressignificação interpretativa dos textos nacionais e na produção das políticas locais, observou-se uma reconfiguração significativa, visto que a escolarização dos alunos com deficiência tende a alterar seu caráter substitutivo da frequência às escolas regulares, assim configurado por um período histórico expressivo na rede municipal estudada, passando a ocupar o lugar complementar ou suplementar no processo de educação desses alunos. Conclui-se que a reconfiguração da educação especial nessa rede municipal de ensino tenha se reestruturado com base na obrigatoriedade da dupla matrícula como argumento legal que impulsionou as práticas no sentido de tornar a escolarização dos alunos com deficiência obrigatória nas escolas regulares, nas classes comuns. Essa reconfiguração teve como eixo a transformação da escola especial pública municipal, que atendia alunos com deficiência, em centro de atendimento educacional especializado. O estudo mostrou que temas são considerados eixos de referência para essa reconfiguração: a mudança no perfil do alunado da educação especial; a elaboração da proposta pedagógica do Centro; a participação da comunidade e da família; a escolarização considerada como um direito do aluno e dever da família e do poder público, além da importância conferida à formação docente abarcando os diferentes profissionais envolvidos nas ações constitutivas do currículo e da política educacional. / The present study aimed at comprehending the process of reconfiguration of the propositions linking special education and regular education of students with disabilities, considering contexts, deliberative spaces of municipal schools and the investment in alternative spaces - care centers- as a possibility of additional support for schooling. This is a qualitative research study that, in terms of methodological action, invested primarily in document analysis and dialogue with the social actors involved through semistructured interviews. These strategies helped analyzing public policies for special education, related to the singularities of public health system context in Porto Alegre's metropolitan area. In this perspective, the study invested in speculation based on researches addressing the topic of educational public policies, taking as a primarily reference the policy cycle approach according to Stephen Ball's proposals. In the analysis of interpretative resignifying of the national context and in the production of local policies, a significant reconfiguration was observed, for the schooling of students with disabilities tends to change its attendance's substitute characteristic to the private schools, for a significant historical period in the studied municipal schools, and it starts taking up complementary and additional space in the educational process of these students. As a result, it was concluded that the reconfiguration of special education in these municipal schools had been restructured based on the dual enrollment requirement as a legal argument that has boosted the practices towards turning the schooling of students with disabilities into mandatory in regular schools, in common classes. This reconfiguration had the transformation of special school in specialized educational service center as an axis. The study showed that subjects like the change in the profile of pupils of the Center, the elaboration of the pedagogical proposal of the Center, the schooling seen as a right of the student and a duty of the family and the government, and also teacher training represent highlight points on the changes that happened in the studied schools.

O presente estudo teve como objetivo compreender o processo de reconfiguração das proposições que vinculam a educação especial e a educação regular dos alunos com deficiência, considerando os contextos, os espaços decisórios de uma rede municipal de ensino e o investimento em espaços alternativos – centros de atendimento – como possibilidade de apoio complementar à escolarização. Trata-se de uma pesquisa de caráter qualitativo que, no plano da ação metodológica, investiu prioritariamente na análise documental e na interlocução com os atores sociais envolvidos por meio de entrevistas semiestruturadas. Essas estratégias auxiliaram nas análises das políticas públicas voltadas para a educação especial, associadas às singularidades de um contexto de rede pública municipal na região metropolitana de Porto Alegre. Nessa perspectiva, o estudo investiu na reflexão baseada em pesquisas que abordam a temática das políticas públicas educacionais, tendo como um referencial prioritário a abordagem do ciclo de políticas segundo as proposições de Stephen Ball. Na análise de ressignificação interpretativa dos textos nacionais e na produção das políticas locais, observou-se uma reconfiguração significativa, visto que a escolarização dos alunos com deficiência tende a alterar seu caráter substitutivo da frequência às escolas regulares, assim configurado por um período histórico expressivo na rede municipal estudada, passando a ocupar o lugar complementar ou suplementar no processo de educação desses alunos. Conclui-se que a reconfiguração da educação especial nessa rede municipal de ensino tenha se reestruturado com base na obrigatoriedade da dupla matrícula como argumento legal que impulsionou as práticas no sentido de tornar a escolarização dos alunos com deficiência obrigatória nas escolas regulares, nas classes comuns. Essa reconfiguração teve como eixo a transformação da escola especial pública municipal, que atendia alunos com deficiência, em centro de atendimento educacional especializado. O estudo mostrou que temas são considerados eixos de referência para essa reconfiguração: a mudança no perfil do alunado da educação especial; a elaboração da proposta pedagógica do Centro; a participação da comunidade e da família; a escolarização considerada como um direito do aluno e dever da família e do poder público, além da importância conferida à formação docente abarcando os diferentes profissionais envolvidos nas ações constitutivas do currículo e da política educacional. / The present study aimed at comprehending the process of reconfiguration of the propositions linking special education and regular education of students with disabilities, considering contexts, deliberative spaces of municipal schools and the investment in alternative spaces - care centers- as a possibility of additional support for schooling. This is a qualitative research study that, in terms of methodological action, invested primarily in document analysis and dialogue with the social actors involved through semistructured interviews. These strategies helped analyzing public policies for special education, related to the singularities of public health system context in Porto Alegre's metropolitan area. In this perspective, the study invested in speculation based on researches addressing the topic of educational public policies, taking as a primarily reference the policy cycle approach according to Stephen Ball's proposals. In the analysis of interpretative resignifying of the national context and in the production of local policies, a significant reconfiguration was observed, for the schooling of students with disabilities tends to change its attendance's substitute characteristic to the private schools, for a significant historical period in the studied municipal schools, and it starts taking up complementary and additional space in the educational process of these students. As a result, it was concluded that the reconfiguration of special education in these municipal schools had been restructured based on the dual enrollment requirement as a legal argument that has boosted the practices towards turning the schooling of students with disabilities into mandatory in regular schools, in common classes. This reconfiguration had the transformation of special school in specialized educational service center as an axis. The study showed that subjects like the change in the profile of pupils of the Center, the elaboration of the pedagogical proposal of the Center, the schooling seen as a right of the student and a duty of the family and the government, and also teacher training represent highlight points on the changes that happened in the studied schools.

A presente pesquisa se ampara no relato da experiência do autor na condução de empreendimento familiar de prestação de serviços de execução de rotinas administrativas para o segmento de micro e pequenas empresas, para responder a seguinte questão de pesquisa: quais os fatores que limitaram o crescimento do negócio IDEALE Serviços? Foi uma hipótese que o uso de serviços compartilhados, largamente empregado em grandes organizações, possibilitaria o crescimento da empresa, o que levou ao objetivo de identificar aspectos que poderão contribuir para a implantação de um Centro de Serviços Compartilhados para micro e pequenas empresas. O estudo seguiu diretrizes do método de direcionamento para pesquisa profissional, partindo do relato e sistematização da vivência prática do autor para a busca de teorias administrativas que colaboraram com a questão de pesquisa, o que resultou na composição de um referencial teórico multidisciplinar, abrangendo: marketing de serviços; venda de serviços; características das pequenas empresas; relações de confiança; terceirização e quarteirização; operações de Centro de Serviços Compartilhados e; qualidade e nível de serviços. Análises entre prática e teoria se seguiram, suficientes para embasar as ações de pesquisa de campo. Por meio de pesquisa qualitativa aplicada ao público de clientes e ex-clientes do empreendimento, foram coletadas impressões, críticas e opiniões sobre o modelo de prestação de serviços. E também, pela realização de uma pesquisa de caráter quantitativo junto ao segmento de micro e pequenas empresas, foi possível identificar necessidades do mercado sobre o tema. Esta dissertação mostrou que é possível a iniciativa de prestação de serviços para micro e pequenas empresas através de um Centro de Serviços Compartilhados, tendo obtido, dentre as conclusões, que: é necessário mudar a cultura da micro e pequena empresa para que venha a aceitar essa modalidade; o pequeno empresário aceita a contratação desse modelo de trabalho se tiver confiança na empresa e nas pessoas que forem atuar nessa prestação de serviços; existe uma dificuldade maior para a adesão das micro e pequenas empresas a rotinas padronizadas, tendo em vista as suas particularidades; prefere-se que o pagamento dessa modalidade seja por valor fixo mensal por um pacote de serviços; por razões de confiança, as pequenas empresas têm dificuldade em aceitar que as atividades sejam executadas por um profissional diferente daquele que fez a venda e; as pequenas empresas podem usufruir de processos integrados, a partir da quarteirização e da consolidação de parcerias entre prestadores de serviços complementares. / This research is based on the author\'s experience in leading a family business which provided administrative routine services to micro and small companies, in order to answer the following question: which factors limited the business growth of IDEALE Services? It was a hypothesis that the use of shared services, widely used in large organizations should enable the growth of the company, which led to the goal of identifying aspects that could contribute for the implementation of a Shared Services Centre for micro and small businesses. The study followed targeting guidelines for professional research, based on the report and systematization of the living practice of the author in the search for administrative theories that cooperate with the research question, which resulted in the composition of a multidisciplinary theoretical framework, covering: marketing services; sale service; characteristics of small companies; trust relationships; outsourcing and fourth party services; Shared Service Center operations and; quality and level of services. Analysis between practice and theory followed, enough to support the field research activities. Through qualitative research applied to current and former customers of the enterprise, were gathered feelings, criticism and opinions were obtained about the model of provide service. Furthermore, by conducting a quantitative research study with the segment of micro and small companies, it was possible to identify market needs on the subject. This work has shown that the initiative to provide services to micro and small companies through a Shared Services Center is possible, having concluded that: it is necessary to change the culture of micro and small companies in order for them to accept this kind of service; small business owners will adhere the hiring of this work model if they have confidence in the company and the people who are involved; micro and small companies have a greater difficulty in welcoming standardized routines, in view of its special features; it is preferred that the payment of this kind of work is a fixed monthly amount for a service package; due to trust issues, small companies have trouble in accepting these activities to be performed by a different professional than that of the sale and; small companies can take advantage of integrated processes, from fourth party services and consolidation of partnerships between complementary service providers

O presente estudo teve como objetivo compreender o processo de reconfiguração das proposições que vinculam a educação especial e a educação regular dos alunos com deficiência, considerando os contextos, os espaços decisórios de uma rede municipal de ensino e o investimento em espaços alternativos – centros de atendimento – como possibilidade de apoio complementar à escolarização. Trata-se de uma pesquisa de caráter qualitativo que, no plano da ação metodológica, investiu prioritariamente na análise documental e na interlocução com os atores sociais envolvidos por meio de entrevistas semiestruturadas. Essas estratégias auxiliaram nas análises das políticas públicas voltadas para a educação especial, associadas às singularidades de um contexto de rede pública municipal na região metropolitana de Porto Alegre. Nessa perspectiva, o estudo investiu na reflexão baseada em pesquisas que abordam a temática das políticas públicas educacionais, tendo como um referencial prioritário a abordagem do ciclo de políticas segundo as proposições de Stephen Ball. Na análise de ressignificação interpretativa dos textos nacionais e na produção das políticas locais, observou-se uma reconfiguração significativa, visto que a escolarização dos alunos com deficiência tende a alterar seu caráter substitutivo da frequência às escolas regulares, assim configurado por um período histórico expressivo na rede municipal estudada, passando a ocupar o lugar complementar ou suplementar no processo de educação desses alunos. Conclui-se que a reconfiguração da educação especial nessa rede municipal de ensino tenha se reestruturado com base na obrigatoriedade da dupla matrícula como argumento legal que impulsionou as práticas no sentido de tornar a escolarização dos alunos com deficiência obrigatória nas escolas regulares, nas classes comuns. Essa reconfiguração teve como eixo a transformação da escola especial pública municipal, que atendia alunos com deficiência, em centro de atendimento educacional especializado. O estudo mostrou que temas são considerados eixos de referência para essa reconfiguração: a mudança no perfil do alunado da educação especial; a elaboração da proposta pedagógica do Centro; a participação da comunidade e da família; a escolarização considerada como um direito do aluno e dever da família e do poder público, além da importância conferida à formação docente abarcando os diferentes profissionais envolvidos nas ações constitutivas do currículo e da política educacional. / The present study aimed at comprehending the process of reconfiguration of the propositions linking special education and regular education of students with disabilities, considering contexts, deliberative spaces of municipal schools and the investment in alternative spaces - care centers- as a possibility of additional support for schooling. This is a qualitative research study that, in terms of methodological action, invested primarily in document analysis and dialogue with the social actors involved through semistructured interviews. These strategies helped analyzing public policies for special education, related to the singularities of public health system context in Porto Alegre's metropolitan area. In this perspective, the study invested in speculation based on researches addressing the topic of educational public policies, taking as a primarily reference the policy cycle approach according to Stephen Ball's proposals. In the analysis of interpretative resignifying of the national context and in the production of local policies, a significant reconfiguration was observed, for the schooling of students with disabilities tends to change its attendance's substitute characteristic to the private schools, for a significant historical period in the studied municipal schools, and it starts taking up complementary and additional space in the educational process of these students. As a result, it was concluded that the reconfiguration of special education in these municipal schools had been restructured based on the dual enrollment requirement as a legal argument that has boosted the practices towards turning the schooling of students with disabilities into mandatory in regular schools, in common classes. This reconfiguration had the transformation of special school in specialized educational service center as an axis. The study showed that subjects like the change in the profile of pupils of the Center, the elaboration of the pedagogical proposal of the Center, the schooling seen as a right of the student and a duty of the family and the government, and also teacher training represent highlight points on the changes that happened in the studied schools.

This study of the diffusion and evolution of the 311 innovation in the form of citizen service centers and as a technology cluster has been designed to help identify the catalysts for the spread of government-to-citizen (G2C) technology in local government in order to better position future G2C technology for a more rapid rate of adoption. The 311 non-emergency number was first established in 1996 and had spread to 80 local governments across the United States by 2012. This dissertation examines: what factors contributed to the adoption of 311 in American local governments over 100,000 in population; how did the innovation diffuse and evolve over time; and why did some governments' communications with citizens became more advanced than others? Given the problem of determining causality, a three-part research design was used to examine the topic including a historical narrative, logistic regression model, and case studies from Pittsburgh, Minneapolis and St. Louis. The narrative found that the political forces of the federal government, national organizations, and policy entrepreneurs (Karch, 2007) promoted the 311 innovation to solve different problems and that it evolved beyond its original intent. The logistic regression model found that there was a statistically significant relationship between 311 adoption and the variables of higher population, violent crime rate, and the mayor-council form of government. The case studies revealed that mayors played a strong role in establishing citizen service centers in all three cities while 311 adopter Pittsburgh and non-adopter St. Louis seemed to have more in common in their G2C evolution due to severe budget constraints. With little written about the 311 innovation in academic journals, practitioners and scholars will benefit from understanding the catalysts for the diffusion and evolution of the 311 in order to determine ways to increase the rate of adoption for future G2C communication innovations. / Ph. D.

財政部自2000年11月29日頒布「網際網路傳輸統一發票(簡稱電子發票)試辦作業要點」以來，僅有三千多家申請試辦，且應用面仍侷限在B2B 的發票和折讓單e 化，且買方和賣方都必須加入同一加值服務中心，和實務應用面仍有一段距離。 隨著電子商務快速發展，不論是B2B、B2C、或是C2C，均已具一定規模且持續蓬勃發展中，並在資訊流、物流和金流上都已先後導入e 化應用。但統一發票為整個供應鏈流程中的一段，却尚未導入e 化，導入電子發票有助於整個供應鏈的ｅ化，並可以降低整體作業的運作成本。然而，電子發票之應用涉及財稅政策、會計師簽證、電子簽章、認證機制、個人隱私權、公司e化及公司稽核管控等等核心問題，這種種相關因素如何相互配合，才能發揮電子發票之最大綜效，值得進一步探討。 本研究係參考金財通導入捷盟公司的電子發票個案分析，及國內外電子發票之現況，研討電子發票對企業作業流程、加值服務中心之運作、網路安控機制、政府法令規章、稅務行政、會計師查核等等的挑戰，據以提出可能的作業模式與建議，以供相關單位未來推動統一發票全面電子化的參考。 / The e-invoice trial operations are only adopted by 3,000+ enterprises ever since the Ministry of Finance announced the trial operation law of e-invoice communication through Internet on 29 Nov 2000. The application scope is only within the B2B communication of invoice and allowance note between the enterprises and the value added service center. This is a big gap to implement in a multi-to-multi business environment. Transactions of B2B, B2C or C2C have been on-going grew to an economic scale along with the rapid growth of e-commerce development. Electronic techniques have been applied to the information flow, goods delivery flow and cash flow in the supply chain management. However, invoice is part of the supply chain but not yet integrated into the supply chain e-cycle. Implement e-invoice will integrate the electronic system for supply chain and will help to reduce the total operation costs. E-invoice application involves the core issues of such as government’s financial policy, accounting auditing, public key infrastructure, certificate authority, personal privacy, enterprise EAI system and internal auditing. How these factors incorporate with each other to maximize the most e-invoice benefit deserves further study. This study references the BankPro’s e-invoice implementation case and current e-invoice development situation in Taiwan, America and Europe. On such basis, we further discuss the challenges of e-invoice that will be brought to the enterprise operation flow, service value added center, Internet security control, government legal law, taxing administration and accounting auditing etc, so as to provide possible operation model and recommendations to the related units as the reference to implement e-invoice globally in the future.

Aus Sicht der Innovationsforschung besteht der Kern eines erfolgreichen Unternehmens aus folgender Formel: Innovative Ideen + Gute Umsetzung = Unternehmenserfolg. Hierbei spielten Service Center in der allgemeinen Managementwahrnehmung bislang eine untergeordnete Rolle. Damit wird ihnen Unrecht getan. Denn im Innovationsprozess stehen die Service Center am Ende des Produktzyklus. Was übersehen wird, ist, dass sie zugleich den Anfang eines neuen Produktzyklus bilden können. Insbesondere da in den Service Centern alle Erfahrungen zusammen laufen - vor allem die der Kunden. Um dieses Missverhältnis zwischen allgemeiner Wahrnehmung und effektiver Bedeutung von Service Centern für den Innovationsprozess herauszuarbeiten und Korrekturmöglichkeiten aufzuzeigen, wurden im Rahmen der Dissertation informationstechnische Methoden und Werkzeuge entworfen, entwickelt und eingesetzt. Am Ende entstand daraus sogar ein eigenes Produkt, das in Kundensituationen eingesetzt werden kann.:1 Einleitung 1.1 Ausgangssituation 1.2 Methodischer Bedarf 1.3 Zielsetzung und Forschungsfrage 1.4 Forschungsansatz 1.5 Iteratives Vorgehen bei der Entwicklung der IT-Lösung 2 Kundenzentriertes Innovationsmanagement im Service Center als Entwicklungsobjekt 2.1 Begriffsbildung 2.1.1 Definition von Innovationsmanagement 2.1.2 Open Innovation 2.1.3 Kundenzentriertes Innovationsmanagement 2.1.4 Service Center 2.1.5 IT-gestütztes kundenzentriertes Innovationsmanagement im Service Center 2.2 Einbettung der Begrifflichkeit in das aktuelle Forschungsumfeld 2.2.1 Kundenmanagement 2.2.2 Innovationsmanagement 2.2.3 Open Innovation 2.2.4 Kundenintegration in Innovationsmanagementaktivitäten 2.2.5 Service Center 2.2.6 IT-Lösungen für Kundeneinbindung in Innovationsmanagement 2.2.7 IT-Lösungen im Service Center Umfeld 2.2.8 Qualitätsmanagement 2.2.9 Wissensmanagement 2.2.10 Marktforschung 2.2.11 Zusammenfassung relevanter, quantitativer, empirischer Studien 2.3 Empirische Untersuchung 2.3.1 Begründung und Grundlagen der empirischen Untersuchung 2.3.2 Konzeption der qualitativen Datenerhebung durch Experteninterviews 2.4 Analyse der Nachteile und Restriktionen 2.4.1 Restriktion auf Kundenseite 2.4.2 Restriktion auf Unternehmensseite 2.4.3 Zusammenfassung 2.5 Analyse der Vorteile 2.5.1 Unterstützung des gesamten Innovationsprozesses 2.5.2 Vielfalt an Kundeninformationen 2.5.3 Repräsentativität 2.5.4 Vorhandene Informationsfülle 2.5.5 Informationstiefe 2.5.6 Direkte Aufnahme von Kundenbedürfnissen 2.5.7 Einblick in Nutzungsverhalten 2.5.8 Geringe Verarbeitungszeit von Informationen 2.5.9 Iterationsmöglichkeit 2.5.10 Unterstützungsmöglichkeit bei allen Innovationstypen 2.5.11 Zusammenfassung 3 Anforderungen für kundenzentriertes Innovationsmanagement im Service Center 3.1 Einzelanforderungen und Anforderungsrahmenkonzept 3.2 Grundvoraussetzungen 3.2.1 Einbindung in bestehende Strukturen 3.2.2 Minimale Auswirkung auf den Service Center Betrieb 3.2.3 Reporting 3.3 Anforderungen hoher Priorität 3.3.1 Adaptierbarkeit auf Unternehmensziele 3.3.2 Modulare Struktur der Lösung 3.3.3 Bidirektionale Ausrichtung der Lösung 3.3.4 Berücksichtigung der besonderen Kundeneigenschaften 3.4 Anforderungen mittlerer Priorität 3.4.1 Anpassung auf Kundeneigenschaften 3.4.2 Anpassung auf Mitarbeitereigenschaften 3.4.3 Bewertung und Verifikation durch Kunden 3.5 Anforderungen niedriger Priorität 3.5.1 Einstellung auf individuelle Unternehmensstrukturen 3.5.2 Optimierte Lösung für Informationsaufnahme 3.5.3 Vereinfachte Implementierung 4 Spezifikation des Unterstützungssystems für Innovationsmanagement im Service Center 4.1 Funktionalitätsentwicklung 4.1.1 Übersetzung der Anforderungen in Funktionalitäten 4.1.2 Zusammenfassung zu Services und Servicegruppen 4.1.3 Identifikation der Kernfunktionalitäten 4.2 Servicegruppe 1: Aufnahme der Kundeninformation 4.2.1 Einbeziehung bestehender Datenquellen 4.2.2 Vorqualifizierung 4.2.3 Informationserfassung 4.3 Servicegruppe 2: Informationsaufbereitung 4.3.1 Analyse der Kundeninformation 4.3.2 Detaillierung der Information 4.4 Servicegruppe 3: Entwicklung der Innovationsidee 4.4.1 Analyse Innovationspotential 4.4.2 Erfassung der Innovationsidee 4.4.3 Bewertung der Innovationsidee 4.4.4 Analyse des Anpassungsbedarfs 4.5 Servicegruppe 4: Verifikation und Bewertung der Innovationsidee 4.5.1 Anfrage nach weiterem Feedback 4.5.2 Verwaltung Feedback 4.6 Servicegruppe 5: Verwaltung und Management 4.6.1 Managementunterstützung 4.6.2 Berichtswesen 4.7 Prozess- und Produktmodell 4.7.1 Aufnahme Kundeninformation 4.7.2 Informationsaufbereitung 4.7.3 Entwicklung von Innovationsideen 4.7.4 Verifikation und Bewertung 4.7.5 Verwaltung und Management 4.8 Diskussion der optionalen Funktionalitäten 4.8.1 Aufnahme der Kundeninformation 4.8.2 Informationsaufbereitung 4.8.3 Verifikation und Bewertung der Innovationsidee 4.8.4 Aufnahme der Kundeninformation 4.8.5 Verwaltung und Management 5 Technologische Umsetzung des Lösungsmodells 5.1 Vorgehensbeschreibung 5.2 Ausgangssituation im Referenzunternehmen 5.2.1 Unternehmenskontext 5.2.2 Strukturelle Rahmenbedingungen 5.2.3 Systemtechnische Gegebenheiten 5.3 Design der technischen Lösung 5.3.1 Prozessmodell 5.3.2 Datenmodell 5.3.3 Konzeption der grafischen Nutzeroberfläche 5.4 Prototypische IT-Lösung 5.4.1 Vorgehen zur Softwareimplementierung 5.4.2 Generelle Aspekte der technischen Unterstützungslösung 5.4.3 Technische Unterstützungslösung für die Aufnahme der Kundeninformation 5.4.4 Technische Unterstützungslösung für die Detaillierung der Kundeninformation 5.4.5 Technische Unterstützungslösung für die Aufnahme von Innovationsideen 5.4.6 Technische Unterstützungslösung zur Bewertung und Verifikation 5.4.7 Technische Unterstützungslösung für Verwaltung und Management 5.5 Evaluation der Unterstützungslösung 5.5.1 Bewertung, basierend auf Anforderungsrahmenkonzept 5.5.2 Besonderheiten und kritische Aspekte beim Betrieb der Lösung 5.5.3 Diskussion von Implikationen und möglichen Modifizierungen 5.5.4 Konklusion der Evaluationsergebnisse 5.6 Skizzierung der nächsten Erweiterungsschritte 5.6.1 Stärken und Einsatzbereiche von Semantic Web Technologien 5.6.2 Verwendung zu Requirements Engineering mit großen Stakeholdergruppen 5.6.3 Einsatz semantischer Technologien zur Suche im Unternehmenskontext 5.6.4 Konzeption der nächsten Erweiterungsstufe als Semantic Web Lösung 5.6.5 Möglichkeiten der Einbindung unstrukturierter Daten mittels NLP 6 Zusammenfassung 6.1 Zusammenfassung der Ergebnisse 6.1.1 Vor- und Nachteile bestehender Kundenkontakte 6.1.2 Anforderungen an Innovationsmanagement im Service Center 6.1.3 Gesamtmodell einer informationstechnischen Unterstützungslösung 6.1.4 IT-Unterstützung für Innovationsmanagement im Service Center 6.2 Reflexion des gewählten Forschungsansatzes 6.3 Ansatzpunkte für weitere Forschung 6.4 Fazit und abschließende Bemerkung Literaturverzeichnis A Untersuchungsdesign der Experteninterviews B Ergebnisse der Experteninterviews C Modell zum kundenzentrierten Innovationsmanagement im Service Center D Technische Umsetzung E Analysen und Diskussionen zu weiteren relevanten Inhalten aus Forschung und Praxis F Selbstständigkeitserklärung