Ragnar Schierholz

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Industrial automation and control systems (IACS) today are often based on common IT technologies. However, they often lack security mechanisms and those available in enterprise IT environments are often not suitable for IACS. Other mechanisms require significant manual maintenance which is error prone. In this paper we present an approach that leverages the(More)
Purpose – Processes in customer relationship management (CRM) are classified as knowledge-intensive processes. This paper seeks to provide a framework for knowledge management (KM) support of CRM processes and to show how this framework was applied in three action research cases. Design/methodology/approach – In a long-term cooperation with several leading(More)
Purpose – The bursting of the e-bubble affected expectations with regard to mobile initiatives and willingness to invest in them very negatively. Business managers request detailed and thorough analyses prior to engaging in mobile initiatives. The paper aims to present a method, with which mobile business can be introduced to the customer relationship(More)
In this paper, we will illustrate the use of modern information technology to provide knowledge support to CRM processes. This knowledge support allows for performance enhancement in customer oriented business processes. We will base our reasoning on an integrated Customer Knowledge Management process model, which identifies six CRM sub-processes and four(More)
IT security issues and outsourcing of business processes are common but largely disjoint themes in the literature; common consideration is rare even though information security risk becomes a shared risk both through IS-based processes at outsourcing partners and potentially tightly-integrated IS systems. This paper explores this lack of an integrated model(More)
In the design of desktop applications, developers successfully deploy structured software life cycle models to simplify the development process. Applying these models in m-business often does not result in usable software. M-business applications differ from desktop applications mainly in their limited user interface as well as the new mobile and dynamic(More)
Technological advancements in mobile communications enable new ways of doing business [Feld00, 26; StGi03], often referred to as “mobile business” or “mobile commerce”. While Turowski/Pousttchi do not distinguish between the two but rather use the term “mobile commerce” [TuPo03, 3], Lehner and Zobel define “mobile business” as the application of mobile(More)
The airline industry has undergone dramatic changes. Fierce competition between full service and no-frills carriers is intensifying across the world. Full service carriers had to adjust to no-frills carriers’ low priced minimal service. At the same time, they still offer their traditional higher priced premium service. To make the grade on this price(More)
Nowadays, industrial control systems operators are trying to fulfill requirements from upcoming standards and regulation regarding cyber security issues. However, addressing such security requirements by implementing security measures is not a trivial task. Moreover, the creation and maintenance of the configuration for the security measures is prone to(More)
The advancement of Information and Telecommunication Technologies allows new types of interaction between companies and customers. Companies face the question which potentials can be exploited using new communication and transaction channels and which challenges must be overcome in doing so. The design of the interaction between customer and company is of(More)