When developing new services on SSTs it is very important to keep in mind what the user experience is when using it and that this experience will vary across different types of users. This study intends to investigate the flow experience of users when presented with different types of menu options (chunked / grouped vs. a listed menu) across different types of users. The research is quantitative and causal in nature, and used an experimental factorial design in the conduct of the research. The TRI and flow scales were used in the questionnaire design and a total of 139 respondents were involved in the experiment. The study found that the impact of flow is greater with lower TRI respondents than with higher TRI respondents on SSTs / Dissertation (MBA)--University of Pretoria, 2013. / ccgibs2014 / Gordon Institute of Business Science (GIBS) / MBA / Unrestricted

Den digitala och tekniska utvecklingen som har skett under 2010-talet har påverkat hela samhället. För företag och kunder har samhällsutvecklingen inneburit att roller förändrats och kunderna är allt mer involverade i skapandet av tjänster. På grund av tjänstens karaktärsdrag skapas osäkerhet i kundens förväntningar kring tjänsten, och tjänsteföretagens svårighet är att skapa en trygghet för kunden i servicemötet. Traditionellt sett har denna trygghet skapats av servicepersonal, men teknikutvecklingen har gjort att kunderna allt oftare interagerar med teknologi, Self Service Technology (SST), istället för personal. När teknologi introduceras förändras förutsättningarna för mötet och tidigare forskning kring servicemötet utmanas. Syftet med denna studie är att utveckla förståelse för om SSTs kan vara en relationsbyggande faktor mellan kund och företag. Vi vill identifiera vad som har betydelse för kundrelationen i ett tekniskt servicemöte, för att kunna ge praktiska råd till företag inom tjänstebranschen som står inför beslutet att implementera SSTs i sin verksamhet. För att undersöka detta har vi studerat restaurangbranschen. Vi har genomfört åtta kvalitativa intervjuer med kunder till en restaurang som använder sig av SST i ett fysiskt servicemöte. Den teoretiska bakgrunden om tjänster, relationer och det tekniska samt mellanmänskliga servicemötet har ställts i relation till materialet från intervjuerna. Därefter har vi kunnat besvara studiens problemformulering: Hur upplever kunden relationen till ett företag i en fysisk tjänstemiljö när interaktionen mellan parterna sker via SST? Resultatet av studien visar på att det är möjligt att upprätta en relation mellan kund och företag när interaktionen sker via SST. Hur kunden upplever relationen beror på hur kunden hanterar de nya förutsättningarna som det tekniska servicemötet innebär. Det tekniska servicemötet innebär nya roller och manus vilka kunden och företaget måste lära sig. Det är även viktigt att förstå att förväntningarna bildas av tidigare erfarenheter från såväl det tekniska servicemötet samt från det mellanmänskliga servicemötet för att god tjänstekvalitet ska kunna uppnås. Vi har också identifierat att den upplevda trygghetskänslan är avgörande för att en relation ska ha möjlighet att upprättas mellan kund och företag. För att SST ska vara relationsbyggande är det viktigt att tekniken kan bidra till kundens upplevda trygghetskänsla.

Abstract This diploma thesis treats about the latest technologies in the field of self-service BI from Microsoft Corporation. The main goal of this work is to analyze the Microsoft self-service BI solutions, to describe the benefits and advantages of this technology and to show examples with real data in Microsoft self-services BI tools. To achieve the goal, the internet resources, recommended literature, and the software applications PowerPivot and PowerView (Excel 2013) are59 used. In its first part this thesis describes the basic characteristics and technology of classical BI solutions. The second part examines the actual self-service BI solution and its usability. And then analyzes the advantages and benefits compared to conventional technologies. Finally, in its last section describes self-service BI solutions, the DAX language used in PowerPivot and shows example reports with real data from banking sector. The key benefit of this diploma is the verification of the usability and advantages of self-service BI by using Microsoft self-service BI products and tools.

This thesis deals with the Microsoft's self-service business intelligence tools and it's used for eCommerce. The main goal of this work is to analyze and design metrics and applications for effective management of eCommerce using PowerPivot and Power View. Metrics are based on balanced scorecard approach and applications are based on MBI reference model. This thesis is supposed to help eCommerce managers and administrators to implement a custom self-service business intelligence solution.

The main goal of this diploma thesis, which focuses on analysis and implementation of dashboards, is to build a task describing the process of creating a business dashboard. Partial goals of work are identification of benefits after successful dashboard implementation, identification of typical dashboard user and a discovery of possible creation inefficiency causes while creating dashboards. Next fundamental goal is also to extend the referential model of Management of Business Informatics (MBI), to which also responds the structure of this diploma thesis. Defined goals of this thesis are reached by using the combination of a theoretical principles orient to mostly abroad specialist literature and practical experiences. This thesis is structured to three parts. The first is defined the term dashboard, and also his historical connections, positive effects resulting his success implementation and a fully relation to the management of business efficiency. The second part deals with three categories of dashboards structured by their utilizing. There is a description of summary definition, effect and advantages resulting successful implementation and possible problems related with their realisation, by every category. The third part contained the task Creating of a dashboard. This task is created a set of relatively linked steps, which is necessary to follow for successful creating of a dashboard. Each of these steps contains a practical example for increasing of its objectivity. As a component of this part is used an application of MS PowerPivot.

This thesis addresses current topic of self-service business intelligence solutions. The main goal is to create a dimensional model and pilot applications for retail used for Management of Business Informatics (MBI). In order to achieve it is main goal there are four steps, to be taken. During fulfilling of these steps minor and practical goals are achieved as well. Minor goal focuses on comparison of the advantages and disadvantages of current business intel-ligence approaches. Practical goal is to create reports and dashboards for Management of Business Informatics (MBI). The first step is to introduce the issue of classic and self-service BI concluded by comparison of both variants. The second step is the definition of retail and identification of potential indicators. The third step is the introduction of Mi-crosoft´s self-service BI technologies and tools. The fourth step is to create applications for retail in MBI using tools PowerPivot and Power View. The main contribution of this work is to create reports and dashboards that are able to support processes of general retail mod-el. Reports and dashboards will serve as pilot applications for MBI. Another contribution is to acquaint readers with the possibilities of tools PowerPivot and Power View.

This master thesis is devoted to a design for methodology of BI projects in QlikView. The main aim is to propose a recommended procedure solutions reflecting the strengths and weaknesses in the development of QlikView applications. Accompanying chapter to the discussed issue is a chapter Business Intelligence which explains the principles, characteristics and reasons for implementation in companies. Part of defining the differences between traditional and self-service solutions serves as a theoretical basis for understanding the increasing attractiveness of self-service solutions and environment of the proposed methodology. The next chapter presents the company Qlik as a market leader in BI and the owner of QlikView. The reasons for its establishment, subsequent development and actual vision are listed to create a comprehensive view of the environment where the described product was created. Along with the chapter focusing on characteristics and main advantages of QlikView a knowledge base is established for the implementation of proposed methodology. Crucial chapter of this thesis is based on the author's experience gained while implementing QlikView projects. The proposed methodology is based on the description of each phase, its activities, inputs and outputs and its concrete application in a demo environment for the area of receivables in manufacturing company. The key contribution of the author is pointing out potential problems during development or warning about critical parts or providing appropriate recommendations and benefits of the proposed procedures. The designed methodology can serve as a useful guide for self-service projects implemented the QlikView environment.

The thesis deals with problematics of tools marked as Self Service Business Intelligence (SSBI) which is paid close attention by its users as well as producers due to expected progressive growth of this trend. Two products are evaluated: SAS Visual Analytics and IBM Cognos Analytics, both tools are evaluated by their extent of user´s autonomy and support of data visualization. Basic principles and concepts connected to the area of business intelligence are defined in theoretical part of the thesis. The problematics of data visualization is introduced and trend of self-service business intelligence is discussed with analyzing its benefits as well as restrictions. Technological factors which helped to fast development of SSBI are mentioned as well. A methodology has been created within practical part of the thesis. It is enforceable for any other tool from the family of SSBI and it is possible to assess the extent of support within observed categories through this methodology: Using information, Creation of information, Creation of sources and Visualization. A set of criteria on basis of which the evaluator can create evaluation form corresponding to his/her needs was defined for each of the stated categories. Usability of the methodology is illustratively demonstrated at mutual comparison of chosen modules of both tools while those parts are sufficiently described before the evaluation itself.

This thesis deals with the extension of Office application Microsoft Excel -- PowerPivot program. First, the thesis focuses on the topic of the actual Business Intelligence (BI) and compares the classical BI approach and self-service BI approach. In the first part are dis-cussed current trends in BI. The second and main part is focused to the PowerPivot. Grad-ually are mentioned benefits and news in PowerPivot on the examples compared to classical analysis in Excel. In the initial description of the features are also instructions for installing the program and its news in version 2013. An important chapter is focused to the DAX expressions and all the calculations that can be implemented in PowerPivot. Separate chapters are devoted to data import and connection with MS SharePoint Server. As an ex-ample, is introduced the calculation of the ABC analysis to classify products, used mainly in logistics. The last part deals with implementation of applications in PowerPivot for MBI model (Management of Business Informatics).

The customer takes over the center stage of tomorrow’s economy. In the wake of customer-centric service industries, traditional intermediaries are becoming increasingly obsolete and are substituted by self-services. Additionally, because of the on-going digitalization, e-services provide various alternatives to the customer. Thus, self-directed customers must overlook and manage an increasingly complex network of services and providers themselves. Technology is a central factor in this context. On the one hand, it is the leading cause of the current challenges whereby, on the contrary, it is the key to solving them. This work proposes the concept of Customer-centric Service Management (CSM). It is an interdisciplinary approach to adopt the service composition process from the field of business and IT to the particularities of consumers. Combining modular services to individualized and valuable service bundles is its objective. Making this type of interaction accessible for consumers requires a substantial reduction of complexity in the front end. The key to achieving this is by taking an outside-in perspective. This means understanding the decision process of the customer and speaking his language in a field that has been dominated by formal description standards and product parameters for a long time. This work hypothesizes that a paradigm-shift enables consumer-driven service com-position. Thus, the concept of customer-centricity is applied to service management. By letting the consumer describe himself, respectively his distinct needs and requirements, a better customer value is achieved than by traditional product-centric approaches. Unlike existing product-centric configuration tools, customer-centric configurators do not elicit product parameters. Instead, they rely on a structured description of customers’ intentions and values captured in a domain specific customer model. Consequently, the concept applies to a more abstract level of service categories instead of specific product instances. This refers to the pre-purchase phase of the consumer journey – a phase that is widely neglected by academia and practice yet. This work analyzes the concept of CSM on a technical, process-related, and strategic level. Three elements are identified as the core of CSM: the customer model, the service model, and the composition logic. Each item is elaborated in detail at the example of financial services. The concept of CSM facilitates current knowledge from different fields of research and finally implements them into a prototype. This demonstrator is the basis for a large field experiment to answer two questions: in the first place, does customer-centric service composition provide higher customer value regarding perceived complexity, solution utility and process utility? Moreover, secondly, does a reduced complexity, in respect of the amount of information that needs to be handled, with-out changing the configuration paradigm, have a greater impact on customer value? Empirical validation shows that the customer-centric approach has significant ad-vantages over the product-centric one. It offers higher customer value with respect to perceived complexity, perceived solution utility and perceived user experience. This proves the high potential of this concept. The findings of this thesis form the basis of a new form of customer interaction and enable new business models.:1 Introduction 1.1 Initial Situation and Problem 1.2 Contribution and Research Question 1.3 Research Approach 1.4 Thesis Structure 2 Foundations 2.1 Services 2.2 Complexity 2.3 Individualization 2.4 Service Management 3 Conceptualization of Customer-centric Service Management 3.1 Customer-centric Service Management 3.2 Customer Model 3.3 Service Model 3.4 Service Composition Logic 4 Empirical Validation 4.1 Objectives 4.2 Conceptualization 4.3 Prototype 4.4 Experiment Design and Empirical Testing 4.5 Data Analysis and Results 5 Results, Evaluation and Outlook 5.1 Summary and Results 5.2 Customer-centric Service Management as a Business-Model – Practical Startup Experiences 5.3 Outlook and Impact of CSM 5.4 Limitations and Need for Future Research 6 References Curriculum Vitae Bibliographic Data