Michael Schermann

Systematische Überführung von kundenspezifischen IT-Lösungen in integrierte Produkt-Dienstleistungsbausteine mit der SCORE-Methode

ZusammenfassungIT-Lösungen sind kundenindividuelle und integrierte Kombinationen von Hard- und Softwareprodukten sowie Dienstleistungen, deren Profitabilität durch die sukzessive Standardisierung und Wiederverwendung nicht differenzierender Produkt-Dienstleistungskombinationen gesichert werden kann. Weil dies in der Regel nicht für die Gesamtlösung möglich ist, wird im Beitrag die SCORE-Methode vorgestellt, welche Anbieter bei der Analyse bestehender IT-Lösungen und deren Überführung in eine modulare Lösungsarchitektur unterstützt. Besonders großer Nutzen entsteht dabei durch die Identifikation von Systemleistungsmodulen, mit denen einzelne Hard- und Softwareprodukte sowie die daran zu erbringenden Dienstleistungen aufeinander abgestimmt, standardisiert und wiederverwendet werden. Ein Beispiel zeigt, wie die Anwendung der Methode die Entwicklung kundenindividueller IT-Lösungen verbessert.AbstractIT solutions are customer-specific and integrated bundles of hardware products, software products, and services. The SCORE method helps providers of IT solutions to benefit from a successive standardization and reuse of non-differentiating product-service-bundles. As a comprehensive standardization of IT solutions is likely to fail, the SCORE methods supports the successive modularization of IT solutions. In particular, the method suggests identifying system service modules that capture single hardware and software components as well as their associated services to support a simultaneous standardization and reuse of product-service-bundles in the small. An example illustrates how the application of the method improves the development of custom IT solutions.

Explicating Design Theories with Conceptual Models: Towards a Theoretical Role of Reference Models

In this paper we outline a new approach for explicating results of IS design research by using conceptual models when formulating theoretical statements. In particular, we argue that applying conceptual reference models in the theory-building process enables design researchers to express their hypotheses and underlying assumptions more accurately. Furthermore, our approach allows researchers to specify empirically refutable statements. We ground our work in the concept of IS design theories as proposed by Walls et al. (1992) and extend their idea twofold: first, based on an analysis of the output types of design research as proposed by March & Smith (1995) we show that conceptual reference models facilitate formulating design-theoretical statements. Second, to facilitate developing concise and elementary testable theory statements, we apply the idea of patterns as proposed by Alexander (1973). Overall, we propose a detailed framework that integrates conceptual reference modeling in the process of theorizing in design-oriented IS research. Thus, we present an important step towards building “own” theories of IS research.

Determinants of Vendor Profitability in Two Contractual Regimes: An Empirical Analysis of Enterprise Resource Planning Projects

In this paper, we investigate the effects of four determinants of vendor profitability in enterprise resource planning (ERP) outsourcing projects under two contractual regimes: fixed price (FP) contracts and time and material (TM) contracts. We hypothesize that effect sizes are larger under FP contracts than under TM contracts. From a transaction cost economics perspective, we hypothesize that project uncertainty and project size are negatively associated with vendor profitability. From a knowledge-based view of the firm perspective, we hypothesize that industry knowledge and client knowledge are positively associated with vendor profitability. We tested these hypotheses on a comprehensive archival data set comprising 33,908 projects from a major vendor in the ERP software market. Our results confirm and extend previous research. Our results support the existence of two contractual regimes: effect sizes on vendor profitability are indeed much larger in FP contracts than in TM contracts. Also in line with prior research, our results suggest negative effects of project uncertainty and project size in terms of project budget on vendor profitability and positive effects of industry knowledge on vendor profitability. Contrary to prior knowledge, we find that project size in terms of project duration is significantly positively associated with vendor profitability in FP contracts. Also contrary to what is known, we find a significant negative effect of client knowledge on vendor profitability in both contractual regimes.

Patterns for Understanding Control Requirements for Information Systems for Governance, Risk Management, and Compliance (GRC IS)

Companies face a plethora of regulations, standards, and best practice frameworks for governance, risk management and compliance. Information systems (IS) for planning, controlling, and reporting on the compliance with these requirements are known as governance, risk management, and compliance (GRC) IS. However, the challenge lies in mapping control requirements with functionality of GRC IS. In this paper, we review existing regulations and derive a framework for key control requirements. We develop a pattern-based approach that allows to systematically evaluate GRC IS based on the current regulatory situation. We evaluate the pattern catalogue by classifying an existing GRC portfolio. As implications for research, we associate existing control requirements and GRC information systems. As implications for practice, we provide decision support for the selection of GRC IS, depending on situational factors and the expected value proposition. In sum, our framework adds to the understanding of the effects of GRC IS.

Understanding the Role of Information Technology for Organizational Control Design: Risk Control as New Control Mechanism

Organizational control is one of the fundamental functions of management. Although controls come along with performance constraints, organizations rely on control mechanisms to direct attention, motivate, and encourage organizational members to act according to organizational goals and objectives. Managers build their decision on control design on the degree of knowledge about the value creation process and the predictability of the outcome. In this paper, we enhance a popular theoretical framework for organizational control design by enclosing IT-enabled controls. We explore the framework empirically in a multiple case study on Governance, Risk management, and Compliance information systems (GRC IS), a popular new trend in organizational control design. Our findings provide evidence that IT-enabled controls enable a new control mechanism, risk control, for situations with perfect knowledge about the transformation process and high ability to measure output. As research implication, we recommend an extension of organizational control theory to incorporate the effects of information technology on control design. As practical implication, we provide decision support for the selection of GRC controls, depending on situational factors and the expected value proposition. In sum, this research enhances the body of knowledge on organizational control design with a risk-based perspective.

Application-Oriented Evaluation of the SDM Reference Model: Framework, Instantiation and Initial Findings

Reference models have become fundamental tools in Information Systems research owing to the associated claim of reusing existing knowledge and getting faster and better solutions by adapting reference models instead of modeling and developing them individually. While the advantages are widely stated they are currently not reflected in documented acceptance and usage of reference models in practice. This calls for empirical substantiation of the claims of reference models. This paper summarizes a framework for the application-oriented evaluation of reference models and instantiates the framework for a reference model for Service Data Management (SDM). We argue that the claim of a reference model should be evaluated in three distinct stages of a reference model supply chain: reference modeling, solution design, and business transformation. Based on these stages, we propose a detailed evaluation plan using the Goal-Question-Metric approach and present first evaluation results, which have already led to improvements of the reference model. The paper is intended as stimulus for discussing viable approaches to empirically support research on reference modeling.

Designing interfaces for multiple-goal environments: Experimental insights from in-vehicle speech interfaces

Designing computer-human interfaces for multiple-goal environments is challenging because people pursue multiple goals with conflicting priorities. Safety-critical environments, such as driving, aggravate the need for a more nuanced understanding of interfaces that may reconcile conflicting tasks. Speech interfaces are prime examples of such interfaces. In this article, we investigate how design variations of an in-vehicle speech interface influence performance of a primary task (driving safely) and a secondary task (e-mailing). In a controlled experiment, we test the performance implications of using single computer-generated Text-To-Speech (TTS) voice and multiple matching TTS voices while users respond to e-mails with varying levels of complexity during driving. Our results indicate that the number of voices used has a significant effect on both driving performance and handling e-mail--related activities. We discuss potentially unintended consequences of making the interface too naturalistic and too engaging for the driver and conclude with theoretical and practical implications.

Service Modularization for Customer-Specific Service Design Based on Highly Standardized Services

A main objective of internationalizing services offerings is to develop foreign markets by effectively exploiting proven service capabilities and the underlying service knowledge. However, achieving the economies of scale requires service providers to standardize their service offerings (Bohmann, 2004). Furthermore, standardization is necessary with regard to the service elements that have been crucial for successful service operations so far.

Model-Based Conflict Resolution in Service Internationalization – A Participatory Approach

Internationalizing service processes within internationally operating service providers requires service managers to balance the potential of internationally standardized service processes and the local needs of individual subsidiaries.2 This process bears the risk of conflicts arising from differences in prerequisites for service execution, availability of qualifications among employees or compatibility of processes to be exchanged with existing ones. Despite being pivotal to successful service internationalization, surprisingly little guidance can be found on the actual procedure of identifying and resolving such conflicts on an international scale (Bachmann/Wolf 2007). In this paper, we focus on service processes in which conflicts may lead to frictions in execution, which will in turn cause the processes to be less efficient and beneficial for both client and customer. To overcome this, we developed an approach to systematically identify, visualize, discuss and resolve conflicts while maintaining corporate standards. This approach is embedded into a comprehensive method for international service planning and implementation (Bohmann et al. 2011).

Process modeling with SeeMe: a modeling method for service processes

In todays economy, the management of processes is an important aspect for companies. While this holds true in general, it is even more important when dealing with non-tangible goods such as services (Flies, 2009, 193ff.). A deep understanding and documentation of the often implicit requirements of service processes enables service providers to reduce managerial efforts and improve performance and quality. On an international scale, compliance and compatibility of processes are prerequisites for efficient service provision. Successful process management, therefore, has to be seen as a competitive advantage for service providers.