La théorie du Lean est une forme d’organisation et de management communément adoptée dans l’industrie manufacturière et qui a fait ses preuves depuis plusieurs décennies. Le Lean apporte une philosophie basée sur la chasse aux gaspillages et supportée par des principes traduits en méthodes opérationnelles à appliquer pour gagner en efficacité. Alors que la recherche de l’efficacité a toujours été d’actualité chez les constructeurs, le Lean Construction apporte une nouvelle forme d’organisation opérationnelle et managériale. La littérature sur le Lean Construction fournit et explique les principes du « Lean en industrie » pour gagner en performance. En revanche, un gap existe encore entre ces principes et leur application effective en construction. On explorera l’adaptabilité des principes du Lean tout au long de la chaîne de construction avec des cas d’application concrets. Le premier et le deuxième chapitre introduisent le Lean en promotion immobilière en mettant en évidence le combat que mènent la plupart des entreprises de construction pour assurer la livraison en temps et en budget de leurs projets et ainsi assurer la satisfaction du client. Le troisième chapitre illustre un cadre structuré d’application du Lean en Etude de Prix. Les chapitres 4, 5 et 6 investiguent le Lean en phase de « Construction » et en particulier la logistique chantier au travers la pratique du Kitting. Cette pratique émergente en construction sera liée à la théorie du Lean et le chapitre proposera un modèle d’implémentation du Kitting avec une application sur 3 chantiers-tests expérimentaux. / Lean theory (also referred to as Lean Management or Lean) is a systematic way of thinking, first developed in the manufacturing industry, to eliminate waste. Concrete and practical by nature, this new “way of managing the production” affects the day-to-day practices and eventually aims at rationalizing the processes through the application of operational methods. While construction practitioners and researchers have always been concerned with the issue of efficiency, Lean theory applied to construction offers new alternative forms of organizing the production in the construction industry. However, more research is required to fill the existing gap between these principles and their actual application in construction. Using infield case studies, we explore the adaptation of lean principles throughout the construction value chain. The first and second chapters introduce lean manufacturing in real estate development and highlight the struggle of majority of construction companies to complete projects on time and within budgets, thus ensuring customer satisfaction. The third chapter presents a structured framework for the application of Lean in the “Bidding phase”. Chapters 4, 5 and 6 explore the "Construction" phase and particularly site logistics through Kitting; we'll see how this new emerging practice in construction falls within the Lean theory. Finally, we wrap up with an implementation model that was tested in 3 experimental pilot projects

Thesis (DTech (Tourism and Hospitality Management))--Cape Peninsula University of Technology, 2017. / Prior studies have shown that the information communication technology sector worldwide is perceived as a transformative and enabling tool for the other economic activities to improve citizens’ lives. In a Rwandan context, information communication technology integration in economic sector activities such as tourism, with the adoption of a value chain approach, is thought to be an answer to a number of social and economic challenges, including unemployment, customer care services, and poor information knowledge. In combination with the tourism sector, it is possible that job creation opportunities could benefit unemployed Rwandans, particularly the young, where information communication technology is identified as a business in itself, and an enabling tool to improve inter-economic and crosscutting activities in a growing economy. Despite mixed results from various studies, information communication technology for a tourism village could be an enabling tool for national and regional development, if priority focus on ICT and tourism quality infrastructures is maintained. Research on the evolving nature of the information communication technology sector, through tourism activities in Rwanda, could yield many off-farm jobs besides solely agrarian activities. The study was conducted on an extensive scale, in order to facilitate the generalisation of the results, employing 720 tourism stakeholders’ surveys, ten interviews with government tourism officials, and ten focus group discussions to garner both quantitative and qualitative data. A mixed research method was used to minimise possible research bias and maximise the accuracy of the findings in the four provinces and Kigali City in Rwanda. Of the 720 questionnaires distributed, 615 were usable. Regarding the interviews with government officials, focus group discussions, field observations and secondary data analysis, the researcher found that the information communication technology contribution to tourism stakeholders’ economic lives was at variance with residents’ perceptions in the provinces and districts, and contradicted the information communication technology benefits of connectivity, internet accessibility and usability in their locality. It was also confirmed that information communication technology contributions to tourism stakeholders were at a very low level, where the contribution was limited to telephone subscriptions and their uses, for example for mobile money transfers. The future of information communication technology contributions to tourism stakeholders is positive, if integrated value chain approaches are adopted to benefit poor communities at a tourist destination being visited. A model of an information communication technology village for the development of a tourism village is proposed. This could serve as a catalyst to measure the impacts on both the information communication technology and tourism sectors discussed in this study. More importantly, it was clearly found that the culture of approaching local communities in the process of policy drafting, or any developmental programme, is not present in Rwanda, and this was shown as a critical issue because of the costly nature of implementation of changes. Consequently, this study found that there was potential to support projections for information communication technology policies to achieve the objectives of sustainable development through tourism, promoting rural development, and a reduction of poverty in general / Rwandan Government, through the Ministry of Education

Made available in DSpace on 2016-06-02T19:50:05Z (GMT). No. of bitstreams: 1 2223.pdf: 949394 bytes, checksum: 8be154e622e7969f336bee82faa28374 (MD5) Previous issue date: 2008-12-18 / Universidade Federal de Sao Carlos / Managers use strategic planning in order to design the ways to get the organizational goals. In a competitive environment the organizations aim to overcome their competitors and to obtain superior financial performance. In order to reach this superior financial performance, the organizations manage their resources so as they can obtain a position of competitive advantage in the marketplace. Thus, the resource management is an important activity in the organizations and the internal analysis is a process that can support this activity. Methods and frameworks to support strategic analyses are no novelty in the business environment. In different intensities these structures of analyses are built up from theoretical knowledge and concepts. In this thesis it is proposed a set of steps to facilitate the strategic competitive planning of organizations. This set of steps was turned into a managerial framework of organizations internal analysis, using the Resource-Advantage Theory as theoretical basis. Thus, the main goal of this thesis was to develop a method, departing from the resource concept, for internal analysis of companies that are embedded in a context of market competition. Exploratory and qualitative research was carried out. Departing from literature review related to the theme, a preliminary method of internal analysis was built then validated and improved by means of collected data from field research. The field research consisted of six case studies with companies working in the area of agrochemicals industry in Brazil. The final version of the internal analysis method is made of six steps. The study contributes theoretically by discussing several concepts related to the Resource-Based Theory and the Resource-Advantage Theory. As a result, the study proposes a way of operationalization of the resource concept (that is a gap observed by some authors). Managerially speaking, the study contributes by providing the administrators with a method of analysis that supports decisions related to organizational resources management. / Administradores utilizam o planejamento estratégico visando desenhar os caminhos para atingir os objetivos organizacionais. Em um ambiente competitivo, as organizações visam superar seus concorrentes e obter desempenho financeiro superior. Para atingi-lo, as organizações gerenciam seus recursos no intuito de obter uma posição de vantagem competitiva no mercado. Nesse sentido, o gerenciamento de recursos é uma atividade importante dentro das organizações e a análise interna, um processo que pode auxiliar essa atividade. Métodos e ferramentas para suportar análises estratégicas não são novidade no meio empresarial. Em diferentes intensidades, essas estruturas de análise são concebidas a partir de conceitos e conhecimentos teóricos. Nesta tese, é proposta uma seqüência de etapas para facilitar o planejamento estratégico competitivo das organizações. Essa seqüência de etapas, cuja base teórica é a Resource-Advantage Theory, foi transformada em um método gerencial de análise interna das organizações. Assim, o objetivo geral deste estudo foi desenvolver um método, a partir do conceito de recursos , para análise interna de empresas inseridas em um contexto de competição de mercado. Foi realizada uma pesquisa exploratória e com abordagem qualitativa. A partir da revisão teórica da literatura pertinente ao tema, construiu-se um método preliminar de análise interna, posteriormente, validado e aprimorado por meio das informações coletadas na pesquisa de campo. A pesquisa de campo foi composta por seis estudos de caso com empresas da indústria de defensivos agrícolas no Brasil. A versão final do método de análise interna é constituída por seis etapas. O estudo contribui teoricamente por meio da discussão de diversos conceitos relacionados à Resource-Based Theory e à Resource-Advantage Theory. Como resultado, o estudo propõe uma forma de operacionalização do conceito de recursos (lacuna observada na teoria por alguns autores). Gerencialmente, o estudo contribui fornecendo aos administradores um método de análise que suporta as decisões referentes ao gerenciamento de recursos da organização.

Made available in DSpace on 2016-06-02T19:51:46Z (GMT). No. of bitstreams: 1 3345.pdf: 1105758 bytes, checksum: b87ca8f45d8008e56b2f53eba02a7e92 (MD5) Previous issue date: 2010-10-26 / The objective of this study was to propose systematic processes to measure and control costs of the Complete Production Cycle in a pork carcass manufacturer. Such processes will evidence the contribution of each internal value chain activity towards the generation of economic result. The methodology used includes a qualitative research and a case study. In addition to the literature review, the data were collected according to the following steps: (i) mapping the productive process in loco, which was considered the direct observation phase; (ii) semi-structured interviews with decision makers and those responsible for value activities; and (iii) documentary research through the analysis of internal documents. Based on the understanding of how the activities manage and use the resources, it was possible to develop systematic processes that enable cost analysis and the assessment of the contribution of each value activity towards the creation of operating results in the company. Those systematic processes can assist decision makers through different analyses of the company s internal value chain allowing comparisons with services provided by competitors. In general, it can be said that the adoption of the systematic processes proposed allows continuous assessment of all value activities of the company ensuring adequate and proper decision making. / O objetivo deste estudo foi propor uma sistemática para mensuração e controle dos custos que evidencie a contribuição de cada atividade da cadeia interna de valor na formação do resultado econômico, em uma empresa produtora de suínos em carcaça no sistema de Ciclo Completo de produção. A metodologia utilizada compreende a pesquisa qualitativa e o estudo de caso. Além da pesquisa bibliográfica, os procedimentos para coleta dos dados foram estruturados a partir dos seguintes passos: (i) mapeamento do processo produtivo in loco, constituindo-se na fase de observação direta; (ii) conversas com gestores e responsáveis pelas atividades de valor, culminando com as entrevistas semi-estruturadas; e (iii) análise de documentos internos, representando a pesquisa documental. A partir do entendimento de como as atividades consomem os recursos, foi possível organizar sistemáticas de que permitem a apuração dos custos bem como mensurar a contribuição de cada atividade de valor na formação do resultado operacional da empresa. Por meio de tais sistemáticas, é possível auxiliar os gestores no processo decisório com diversas análises em relação às atividades da cadeia interna de valor da empresa, inclusive permitindo comparações dessas atividades com os serviços prestados por concorrentes. De modo geral, a adoção das sistemáticas propostas, permite a avaliação continuada de todas as atividades de valor da empresa, contribuindo para tomadas de decisões mais seguras e acertadas.

Made available in DSpace on 2016-12-01T19:18:42Z (GMT). No. of bitstreams: 1 74197.pdf: 631727 bytes, checksum: 6eef154dc624999a6a0d4d6d0694b346 (MD5) Previous issue date: 2007-03-30 / Coordenação de Aperfeiçoamento de Pessoal de Nível Superior / The objective of the present work is to develop support in the process of decision making in order to optimize the competitiveness by visualizing the value chain of a electronic product manufacturing company. The major analyzed link of this value chain is the industrial costs dynamic process involved. To obtain the main proposed objective, part of the work was based on cost principles and methods to allow the projection of all productive process and all the value chain, since the raw material costs to product sell-out. All analyzed links are interrelated, allowing the interactivity dynamic vision, resulted from various scenes applied. A case study was conducted as a methodology procedure, applied at an electronic product telecommunication manufacturing company. The developed tool has proved its feasibility and applicability, offering results to enable better decision making in order to optimize the company competitiveness / O presente trabalho tem como objetivo o desenvolvimento de uma ferramenta de auxílio ao processo decisório para o aperfeiçoamento da competitividade, por meio da visualização da cadeia de valor de uma organização típica da indústria de fabricação de produtos eletro-eletrônicos. O principal elo analisado da cadeia consiste no comportamento da dinâmica dos custos industriais envolvidos no processo. Para se chegar ao objetivo proposto, parte do trabalho foi embasada em princípios e métodos de custeio para possibilitar as projeções de todo o processo produtivo e de toda a cadeia, desde aquisição de matéria-prima à venda dos produtos. Todos os elos da cadeia analisados são inter-relacionados, possibilitando a visão dinâmica da interatividade resultante dos possíveis cenários a serem aplicados. Utilizou-se o estudo de caso como procedimento metodológico, tendo sido aplicada em uma empresa de manufatura de produtos eletro-eletrônicos voltados às telecomunicações. A ferramenta comprovou-se viável e aplicável, oferecendo resultados que possibilitam tomadas de decisão que aperfeiçoam a competitividade da organização

數位時代來臨，過去在戶外見到的傳統招牌廣告、商店內張貼的紙本海報，或是速食店(Quick Service Restaurant)的菜單，現在都漸漸由數位看板取代。根據Global Industry Analysts的預測，2017年全球數位看板市場規模約為138億美元。宏碁自建雲部門於2012年起致力於發展雲端相關之產品，看好數位看板的高成長性，宏碁將數位看板與自身雲端系統結合，在德國成功銷售了8,000台數位看板解決方案。2017年，宏碁取得前線媒體的影像辨識感應器技術，並將其應用到宏碁智雲看板解決方案上，讓「眼球經濟」商業化，成為創新的商業模式。透過積極的入股和策略聯盟，宏碁不斷優化自身的銷售組合以及商業模式，希望將營運宏碁智雲看板的Acer Being Signage Gmbh德國子公司成為宏碁自建雲第一個上市的事業體。 本研究將探討宏碁智雲看板的商業模式，同時，給予其建議，使其能與競爭者差異化以達到目標所需之銷售量。 / Digital transformation age has come. Digital Signage replaced the traditional out-of-home media such as plastic advertising signs, posters in stores and paper menus in quick service restaurants. According to the estimation by Global Industry Analysts, Digital Signage Market value in 2017 is about 13.8 billion USD. Acer BYOC department focused on developing cloud-based related products. Considering the high potential of digital signage, Acer BYOC combined cloud technology with signage, and successfully sold 8,000 digital signage solution in Germany by its subsidiary Acer Being Signage GmbH. In 2017, Acer BYOC acquired the technique of Behavior Tracking System from Pilot TV and applied it on the digital signage solution. Acer commercialize “eye economy” into its business model for innovation. By altering and fine-tuning its product mix and business model, Acer hope that Acer Being Signage GmbH could be the first listing business unit in BYOC. This thesis will discuss about Acer ‘s current business model, as well as offering suggestions so that Acer can be differentiated from its competitors and increase the sales volume.

A aplicação da Tecnologia da Informação na Mineração teve início na década de 50, de forma similar a outros segmentos de indústria. Já os aplicativos específicos para a atividade fim da indústria mineral surgiram nos anos 60 com os primeiros sistemas de planejamento de lavra. A partir daí a Tecnologia da Informação se popularizou e expandiu, passando a atender às mais diversas áreas funcionais das mineradoras, porém ainda mantendo uma clara divisão entre sistemas administrativo-financeiros e sistemas técnicos. No início dos anos 90 surgiram os sistemas integrados Enterprise Resource Planning (ERP), que prometiam abranger todas as atividades de negócios das empresas, tendo desde então um crescimento impressionante. Entretanto, no auge da expansão desses sistemas, já no fim do milênio, esses projetos passaram a ser questionados quanto à sua efetiva contribuição ao aumento da eficiência, eficácia e competitividade das empresas. Diversos autores pesquisaram as consequências decorrentes desses projetos, mas como os sistemas ERP foram originalmente idealizados para substituir os antigos sistemas MRP e MRP II, a maioria deles atuando no segmento de manufatura discreta, pouca pesquisa foi desenvolvida com foco na mineração. A indústria de mineração apresenta diversas características bastante peculiares, difíceis de serem atendidas pelas funcionalidades de um sistema integrado padrão como o ERP, mas da mesma forma pouca pesquisa foi dedicada aos requisitos específicos desse segmento. O objetivo dessa tese é identificar como os sistemas ERP gerenciam as áreas funcionais da mineração e como atendem ou não aos requisitos de TI da cadeia de valor mineral. A pesquisa busca ainda identificar se a estratégia da TI está ou não alinhada à estratégia corporativa em empresas de mineração. Os resultados do estudo de caso indicaram que, ainda que tenha havido benefícios mais voltados ao aumento da eficiência nas mineradoras, ainda há considerável espaço para que a utilização de sistemas integrados possa aumentar a eficácia e competitividade das corporações. / The usage of Information Technology applications in Mining started in the 1950s, similarly with other industry segments. Core-business mining specific applications, mine planning computerized systems, started to be developed in the 60s. Since then, IT has expanded and has been in widespread use across mining organizations, addressing most functional areas, but still keeping a clear boundary between corporate and technical systems. The first generation of Enterprise Resource Planning (ERP) integrated systems appeared in the early 90s, promising to cover and link all areas throughout the organizations, and since then achieving impressive market growth rates. However, while reaching the peak at the end of the millennium, these projects started to be questioned regarding their actual contribution to the companies efficiency, effectiveness and competitiveness growth. Several authors researched the consequences of these projects, but as ERP systems were originally designed to replace old MRP and MRP II systems, most of them in the discrete manufacturing industry, mining-focused studies have been very limited. Mining industry presents several peculiar characteristics that are difficult to be addressed by the functionalities of a standard ERP integrated system, but also very limited research has been dedicated to this subject. The objective of this thesis is to identify how ERP systems manage the mining industry functional areas and how they fit or not the mineral value chain requirements. This study also aims to identify if the IT strategy is aligned with the corporate strategy in mining companies. The results of this case study indicate that, despite identifying several benefits contributing predominantly to increase the efficiency in mining companies, there is still considerable space to augment corporate effectiveness and competitiveness through the usage of integrated systems in these organizations.

Submitted by Evandro Gabarra (evandro.gabarra@gmail.com) on 2013-05-24T17:33:43Z No. of bitstreams: 1 MVNO_Brasil_Gabarra_FINAL_digital.pdf: 2797299 bytes, checksum: eac7caeababa2003a3b258a792a1eb42 (MD5) / Approved for entry into archive by Suzinei Teles Garcia Garcia (suzinei.garcia@fgv.br) on 2013-05-24T17:37:15Z (GMT) No. of bitstreams: 1 MVNO_Brasil_Gabarra_FINAL_digital.pdf: 2797299 bytes, checksum: eac7caeababa2003a3b258a792a1eb42 (MD5) / Made available in DSpace on 2013-05-24T17:48:21Z (GMT). No. of bitstreams: 1 MVNO_Brasil_Gabarra_FINAL_digital.pdf: 2797299 bytes, checksum: eac7caeababa2003a3b258a792a1eb42 (MD5) Previous issue date: 2013-04-24 / O modelo de negócio MVNO, acrônimo em inglês para operadoras móveis virtuais, foi introduzido no Brasil em Novembro de 2010 por uma regulamentação específica, visando aumentar a qualidade dos serviços e a competição entre as empresas do setor de Telecomunicações Móveis. O objetivo deste estudo é avaliar o fenômeno MVNO em seu estágio atual de adoção no Brasil, contrapondo as óticas dos atores de mercado, às teorias de Cadeia de Valor (PORTER, 1985), e decupagem da Cadeia de Valor (CHRISTENSEN et al, 2001; ANDERSON; WILLIAMS, 2004). Por se tratar de um fenômeno intrinsecamente ligado à desagregação de atividades de valor, em uma indústria originalmente verticalizada, a análise se concentrou nessa dinâmica, mas não se limitou a ela: o estudo também traz comparações com casos de MVNO estudados em diversos países e outras referências teóricas do campo da Tecnologia da Informação e Comunicação, tais como Economia da Informação (SHAPIRO; VARIAN, 1999), Inovação Disruptiva (CHRISTENSEN; BOWER, 1999), e Dimensões da Inovação (SAWHNEY et al, 2011). A pesquisa se baseou nas categorias conceituais da Abordagem Multinível (POZZEBON; DINIZ, 2011) – Contexto, Processo e Conteúdo – buscando conhecer os perfis e interesses de cada Grupo Social Relevante e a negociação entre os envolvidos. A partir dessa articulação, foi possível compreender o fenômeno e algumas de suas consequências para o cenário brasileiro de Telecomunicações Móveis, destacando-se entre os resultados encontrados: as linhas gerais da nova Cadeia de Valor em formação, a influência decisiva de um grupo social relevante para a adoção do modelo – os MVNE, que são integradores de MVNOs à estrutura das operadoras – e a utilização da regulação para incentivar negócios com aplicações máquina a máquina (M2M). A descrição do modelo e das características que vem assumindo no Brasil proporcionam insumos tanto para praticantes do mercado, quanto para acadêmicos. Estes últimos podem se beneficiar, além de um ponto de partida para pesquisas futuras sobre MVNO no Brasil, de uma inédita articulação da Abordagem Multinível com a teoria de Cadeia de Valor / The MVNO – acronym for mobile virtual network operator – business model was introduced in Brazil in November 2010 by a specific regulation, aimed at improving service quality and competition among the companies in the Mobile Telecom industry. The goal of this academic work is to assess the MVNO phenomenon in its current adoption stage in Brazil, challenging the market players assumptions and negotiation mechanisms by confronting them with the Value Chain (PORTER, 1985), and Value Chain decoupling theories (CHRISTENSEN et al, 2001; ANDERSON; WILLIAMS, 2004). Being a phenomenon inherently connected to the value activities disaggregation, in an originally vertical industry, the main focus of analysis was set on the Value Chain, but it did not limit to that: the study also brings up comparisons with other worldwide MVNO cases, and other theoretical references from the Information and Communication Technology field, such as Information Economy (SHAPIRO; VARIAN, 1999), Disruptive Innovation (CHRISTENSEN; BOWER, 1999), and Innovation Dimensions (SAWHNEY et al, 2011). The research was based on the conceptual categories of Multilevel Approach (POZZEBON; DINIZ, 2011) – Context, Process and Content – as it pursued to profile each Relevant Social Group, their interests, and the negotiation among the involved parties. Based on this articulation, it was possible to comprehend the phenomenon and some of its consequences to the Brazilian mobile telecom environment. The main outcomes were: the foundations of the new Value Chain being formed, the critical influence of a Relevant Social Group to the model adoption – the MVNE, which are integrators that connect MVNOs to the Operators – and the use of the regulation to foster machine-to-machine applications (M2M). The description of the model, as well as of its particular characteristics in Brazil, provides both market practitioners and scholars, with inputs. The latter can benefit not only from a starting point to future researches on MVNO in Brazil, but also a new articulation between the Multilevel Approach and the Value Chain.

Currently supply chains are globally interlinked, involve many different stakeholders and have a significant impact on the socio-ecological system. They are associated with materials extraction, design, production methods and volume, which result in pollutants and waste as by-products. Procurement plays a critical role in this process by serving as a ‘gate-keeper’. It acts as a great leverage point to influence which products and services are selected by organisations from the assessment of suppliers’ performance. This thesis examines how supplier assessment and follow up tools and their use by the organisation itself can work towards full sustainability. At present, there is a gap in current practices, with the most notable being a lack of vision of success for sustainability, a definition of sustainability that is not communicated across the supply chain, and the adoption of a short-term perspective. We develop two applications - a Golden Standard model and Key Elements for the organisation to embody to maximise its use in order to bridge this gap. These applications can be used by organisations to tailor their supplier assessment and follow up tools to ultimately move towards a sustainable society.

Purpose: The purpose of this paper is to investigate key success factors of a business model for digitally enhanced and demand driven manufacturing of personalised apparel products. Through the investigation of a questionnaire and two focus group discussions the research outlines the co-creation of customers and the company when personalising an apparel productafter individual requests. Furthermore, it examines the relationship and impacts of service experiences towards the customer journey of value-adding personalisation. Methodology: This study is based on a mixed-method design. The empirical data weregathered through an online questionnaire, which reached out to 183 participants. Furthermore, the data were collected from two focus group discussions with seven students in total. The  discussions were transcribed, coded and analysed using a comparative analysis approach. The main limitations of the research are the limited amount of questionnaire participants and focus groups as well as the focus on personalisation services regarding apparel products. Findings: The findings of the analysis point out that in order to establish a beneficial demand driven business model for the personalisation of apparel products, a company has to adopt factors such as raising awareness, ensure value-adding integration, ideal information sharing, straightforward operation, incorporate customer’s knowledge, customer satisfaction, enablevaluable personalisation as well as consider customer’s emotion. Additionally, the results illustrate that service experiences have an impact on the customer journey of a personalisation. Contribution: This paper contributes to the academia by investigating a framework for ther elationship between a customer journey and the service experiences while co-designing a product with a company. Practical contributions are made by investigating key success factors for digitally enhanced, demand driven manufacturing of personalised apparel products and by giving new insights in the integration of customers when using the service of personalisation. The generated framework and the key success factors can be principle guidelines for entrepreneurs and established businesses as well as for future investigations.