{"id":"https://openalex.org/W2345568552","doi":"https://doi.org/10.1108/bpmj-02-2015-0016","title":"From local IT needs to global process transformation: Hilti\u2019s customer service program","display_name":"From local IT needs to global process transformation: Hilti\u2019s customer service program","publication_year":2016,"publication_date":"2016-05-21","ids":{"openalex":"https://openalex.org/W2345568552","doi":"https://doi.org/10.1108/bpmj-02-2015-0016","mag":"2345568552"},"language":"en","primary_location":{"id":"doi:10.1108/bpmj-02-2015-0016","is_oa":false,"landing_page_url":"https://doi.org/10.1108/bpmj-02-2015-0016","pdf_url":null,"source":{"id":"https://openalex.org/S2508752","display_name":"Business Process Management Journal","issn_l":"1463-7154","issn":["1463-7154","1758-4116"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Business Process Management Journal","raw_type":"journal-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"green","oa_url":"https://digitalcollection.zhaw.ch/handle/11475/33750","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5032192522","display_name":"Jan vom Brocke","orcid":"https://orcid.org/0000-0002-0071-3719"},"institutions":[{"id":"https://openalex.org/I184656255","display_name":"University of Liechtenstein","ror":"https://ror.org/01qjrx392","country_code":"LI","type":"education","lineage":["https://openalex.org/I184656255"]}],"countries":["LI"],"is_corresponding":true,"raw_author_name":"Jan vom Brocke","raw_affiliation_strings":["Institute of Information Systems, University of Liechtenstein, Vaduz, Liechtenstein"],"affiliations":[{"raw_affiliation_string":"Institute of Information Systems, University of Liechtenstein, Vaduz, Liechtenstein","institution_ids":["https://openalex.org/I184656255"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5069654221","display_name":"Theresa Schmiedel","orcid":"https://orcid.org/0000-0003-3837-7615"},"institutions":[{"id":"https://openalex.org/I184656255","display_name":"University of Liechtenstein","ror":"https://ror.org/01qjrx392","country_code":"LI","type":"education","lineage":["https://openalex.org/I184656255"]}],"countries":["LI"],"is_corresponding":false,"raw_author_name":"Theresa Schmiedel","raw_affiliation_strings":["Institute of Information Systems, University of Liechtenstein, Vaduz, Liechtenstein"],"affiliations":[{"raw_affiliation_string":"Institute of Information Systems, University of Liechtenstein, Vaduz, Liechtenstein","institution_ids":["https://openalex.org/I184656255"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5067540350","display_name":"Alexander Simons","orcid":null},"institutions":[{"id":"https://openalex.org/I184656255","display_name":"University of Liechtenstein","ror":"https://ror.org/01qjrx392","country_code":"LI","type":"education","lineage":["https://openalex.org/I184656255"]}],"countries":["LI"],"is_corresponding":false,"raw_author_name":"Alexander Simons","raw_affiliation_strings":["Institute of Information Systems, University of Liechtenstein, Vaduz, Liechtenstein"],"affiliations":[{"raw_affiliation_string":"Institute of Information Systems, University of Liechtenstein, Vaduz, Liechtenstein","institution_ids":["https://openalex.org/I184656255"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5101712047","display_name":"Alexander Schmid","orcid":"https://orcid.org/0000-0001-6872-7140"},"institutions":[{"id":"https://openalex.org/I184656255","display_name":"University of Liechtenstein","ror":"https://ror.org/01qjrx392","country_code":"LI","type":"education","lineage":["https://openalex.org/I184656255"]}],"countries":["LI"],"is_corresponding":false,"raw_author_name":"Alexander M. Schmid","raw_affiliation_strings":["Institute of Information Systems, University of Liechtenstein, Vaduz, Liechtenstein"],"affiliations":[{"raw_affiliation_string":"Institute of Information Systems, University of Liechtenstein, Vaduz, Liechtenstein","institution_ids":["https://openalex.org/I184656255"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5069493078","display_name":"Martin Petry","orcid":null},"institutions":[{"id":"https://openalex.org/I94297397","display_name":"Hilti (Liechtenstein)","ror":"https://ror.org/044h7tr79","country_code":"LI","type":"company","lineage":["https://openalex.org/I94297397"]}],"countries":["LI"],"is_corresponding":false,"raw_author_name":"Martin Petry","raw_affiliation_strings":["Hilti Corporation, Schaan, Liechtenstein"],"affiliations":[{"raw_affiliation_string":"Hilti Corporation, Schaan, Liechtenstein","institution_ids":["https://openalex.org/I94297397"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5055642116","display_name":"Christoph Baeck","orcid":null},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Christoph Baeck","raw_affiliation_strings":["Hilti Corporation, Petaling Jaya, Malaysia"],"affiliations":[{"raw_affiliation_string":"Hilti Corporation, Petaling Jaya, Malaysia","institution_ids":[]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":6,"corresponding_author_ids":["https://openalex.org/A5032192522"],"corresponding_institution_ids":["https://openalex.org/I184656255"],"apc_list":null,"apc_paid":null,"fwci":0.4815,"has_fulltext":false,"cited_by_count":6,"citation_normalized_percentile":{"value":0.7168492,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":90,"max":96},"biblio":{"volume":"22","issue":"3","first_page":"594","last_page":"613"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T11572","display_name":"Information Technology Governance and Strategy","score":0.9995999932289124,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T11572","display_name":"Information Technology Governance and Strategy","score":0.9995999932289124,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11938","display_name":"ERP Systems Implementation and Impact","score":0.9987000226974487,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10703","display_name":"Business Process Modeling and Analysis","score":0.9973000288009644,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/process-management","display_name":"Process management","score":0.574838399887085},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.5525349974632263},{"id":"https://openalex.org/keywords/originality","display_name":"Originality","score":0.4876669645309448},{"id":"https://openalex.org/keywords/process","display_name":"Process (computing)","score":0.47513821721076965},{"id":"https://openalex.org/keywords/knowledge-management","display_name":"Knowledge management","score":0.4695316553115845},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.4652339816093445},{"id":"https://openalex.org/keywords/service-quality","display_name":"Service quality","score":0.4101818799972534},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.38374143838882446},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.2732483744621277},{"id":"https://openalex.org/keywords/qualitative-research","display_name":"Qualitative research","score":0.08351725339889526}],"concepts":[{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.574838399887085},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.5525349974632263},{"id":"https://openalex.org/C2776950860","wikidata":"https://www.wikidata.org/wiki/Q2914681","display_name":"Originality","level":3,"score":0.4876669645309448},{"id":"https://openalex.org/C98045186","wikidata":"https://www.wikidata.org/wiki/Q205663","display_name":"Process (computing)","level":2,"score":0.47513821721076965},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.4695316553115845},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.4652339816093445},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.4101818799972534},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.38374143838882446},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.2732483744621277},{"id":"https://openalex.org/C190248442","wikidata":"https://www.wikidata.org/wiki/Q839486","display_name":"Qualitative research","level":2,"score":0.08351725339889526},{"id":"https://openalex.org/C36289849","wikidata":"https://www.wikidata.org/wiki/Q34749","display_name":"Social science","level":1,"score":0.0},{"id":"https://openalex.org/C144024400","wikidata":"https://www.wikidata.org/wiki/Q21201","display_name":"Sociology","level":0,"score":0.0},{"id":"https://openalex.org/C111919701","wikidata":"https://www.wikidata.org/wiki/Q9135","display_name":"Operating system","level":1,"score":0.0}],"mesh":[],"locations_count":3,"locations":[{"id":"doi:10.1108/bpmj-02-2015-0016","is_oa":false,"landing_page_url":"https://doi.org/10.1108/bpmj-02-2015-0016","pdf_url":null,"source":{"id":"https://openalex.org/S2508752","display_name":"Business Process Management Journal","issn_l":"1463-7154","issn":["1463-7154","1758-4116"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Business Process Management Journal","raw_type":"journal-article"},{"id":"pmh:oai:arbor.bfh.ch:272","is_oa":false,"landing_page_url":"https://arbor.bfh.ch/272/","pdf_url":null,"source":{"id":"https://openalex.org/S4406922806","display_name":"ARBOR - Bern University of Applied Sciences Repository","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"vom Brocke, Jan; Schmiedel, Theresa; Simons, Alexander; Schmid, Alexander; Petry, Martin; Baeck, Christoph (2016). From local IT needs to global process transformation: Hilti\u2019s customer service program Business Process Management Journal, 22(3), pp. 594-613. Emerald Group Publishing Limited 10.1108/BPMJ-02-2015-0016 <http://dx.doi.org/10.1108/BPMJ-02-2015-0016>","raw_type":"info:eu-repo/semantics/article"},{"id":"pmh:oai:digitalcollection.zhaw.ch:11475/33750","is_oa":true,"landing_page_url":"https://digitalcollection.zhaw.ch/handle/11475/33750","pdf_url":null,"source":{"id":"https://openalex.org/S4306401811","display_name":"Z\u00fcrcher Hochschule f\u00fcr Angewandte Wissenschaften digital collection (Zurich University of Applied Sciences)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I200744771","host_organization_name":"ZHAW Zurich University of Applied Sciences","host_organization_lineage":["https://openalex.org/I200744771"],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by-nc-nd","license_id":"https://openalex.org/licenses/cc-by-nc-nd","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"Text"}],"best_oa_location":{"id":"pmh:oai:digitalcollection.zhaw.ch:11475/33750","is_oa":true,"landing_page_url":"https://digitalcollection.zhaw.ch/handle/11475/33750","pdf_url":null,"source":{"id":"https://openalex.org/S4306401811","display_name":"Z\u00fcrcher Hochschule f\u00fcr Angewandte Wissenschaften digital collection (Zurich University of Applied Sciences)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I200744771","host_organization_name":"ZHAW Zurich University of Applied Sciences","host_organization_lineage":["https://openalex.org/I200744771"],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by-nc-nd","license_id":"https://openalex.org/licenses/cc-by-nc-nd","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"Text"},"sustainable_development_goals":[{"display_name":"Industry, innovation and infrastructure","score":0.6299999952316284,"id":"https://metadata.un.org/sdg/9"}],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":36,"referenced_works":["https://openalex.org/W1508556750","https://openalex.org/W1519759076","https://openalex.org/W1553818342","https://openalex.org/W1578959839","https://openalex.org/W1617094327","https://openalex.org/W1737826015","https://openalex.org/W1963535891","https://openalex.org/W1965925478","https://openalex.org/W1966817825","https://openalex.org/W1967099240","https://openalex.org/W1982272301","https://openalex.org/W2030760096","https://openalex.org/W2030811471","https://openalex.org/W2053685950","https://openalex.org/W2060076536","https://openalex.org/W2084816172","https://openalex.org/W2085301106","https://openalex.org/W2087099435","https://openalex.org/W2087291729","https://openalex.org/W2089800019","https://openalex.org/W2093650755","https://openalex.org/W2094119909","https://openalex.org/W2098925541","https://openalex.org/W2102035816","https://openalex.org/W2107604945","https://openalex.org/W2117150313","https://openalex.org/W2135310055","https://openalex.org/W2143916736","https://openalex.org/W2151169308","https://openalex.org/W2152468702","https://openalex.org/W2159803430","https://openalex.org/W2169855821","https://openalex.org/W2329665149","https://openalex.org/W3146494689","https://openalex.org/W4235375274","https://openalex.org/W4252952299"],"related_works":["https://openalex.org/W2041415459","https://openalex.org/W2593155302","https://openalex.org/W2072812638","https://openalex.org/W3126095231","https://openalex.org/W2352855287","https://openalex.org/W4200071106","https://openalex.org/W2378906650","https://openalex.org/W2384288445","https://openalex.org/W2382526412","https://openalex.org/W2347474189"],"abstract_inverted_index":{"Purpose":[0],"\u2013":[1,60,95,127,170,211],"The":[2,39,61,96,128,141],"purpose":[3],"of":[4,31,98,110,153,179,244],"this":[5],"paper":[6],"is":[7],"to":[8,51,89,92,101,134],"summarize":[9],"an":[10,73,176,234],"information":[11],"technology":[12],"(IT)":[13],"initiative":[14],"at":[15,183],"Hilti":[16,49,71],"Corporation":[17],"that":[18,78,187,237],"began":[19],"with":[20,27],"a":[21,80,108,165,221],"local":[22],"IT":[23],"need":[24],"and":[25,37,87,151,157,161,202],"ended":[26],"the":[28,32,46,53,149,172,184,194,242],"global":[29,122,166,185],"transformation":[30,182,248],"company\u2019s":[33],"customer":[34,104,154,207,229],"service":[35,105,155,208],"processes":[36,156],"infrastructures.":[38],"authors":[40,62],"highlight":[41],"12":[42],"lessons":[43,114],"learned":[44,115],"from":[45,246],"transformation,":[47],"which":[48],"referred":[50],"as":[52],"Global":[54],"Contact":[55],"Center":[56],"(GCC)":[57],"program.":[58],"Design/methodology/approach":[59],"analyze":[63],"Hilti\u2019s":[64,99,212],"GCC":[65,142,173,213],"program":[66,143],"based":[67],"on":[68,164,228],"first-hand":[69],"experience.":[70],"applied":[72],"innovative,":[74],"wave-like":[75],"implementation":[76,190],"approach":[77,100],"facilitated":[79],"fast":[81],"roll-out,":[82],"fostered":[83],"peer-to-peer":[84],"knowledge":[85],"transfer,":[86],"helped":[88],"overcome":[90],"reluctance":[91],"change.":[93],"Findings":[94],"analysis":[97],"its":[102],"new":[103],"management":[106],"reveals":[107],"number":[109],"simple,":[111],"yet,":[112],"critical":[113],"regarding":[116],"leveraging":[117],"IT-driven":[118],"business":[119],"value":[120],"through":[121],"process":[123,139,181,223,247],"transformation.":[124,140,224],"Research":[125],"limitations/implications":[126],"case":[129,174,195,214],"report":[130,196],"can":[131,197],"help":[132,198],"researchers":[133],"further":[135],"theorize":[136],"about":[137],"IT-enabled":[138],"resulted":[144],"in":[145,148,200,241],"significant":[146],"improvements":[147],"performance":[150,162],"quality":[152],"enabled":[158],"transparent":[159],"reporting":[160],"measurement":[163],"scale.":[167],"Practical":[168],"implications":[169],"Overall,":[171],"provides":[175,217],"illustrative":[177],"example":[178],"successful":[180,222],"level":[186],"also":[188,232],"demonstrates":[189],"challenges.":[191],"As":[192,225],"such,":[193],"practitioners":[199],"planning":[201],"executing":[203],"similar":[204],"projects":[205],"toward":[206],"excellence.":[209],"Originality/value":[210],"not":[215],"only":[216],"fresh":[218],"insights":[219],"into":[220],"it":[226,231],"focusses":[227],"service,":[230],"concerns":[233],"application":[235],"area":[236],"has":[238],"received":[239],"little":[240],"way":[243],"attention":[245],"research.":[249]},"counts_by_year":[{"year":2022,"cited_by_count":1},{"year":2021,"cited_by_count":2},{"year":2020,"cited_by_count":2},{"year":2019,"cited_by_count":1}],"updated_date":"2026-04-05T17:49:38.594831","created_date":"2025-10-10T00:00:00"}