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The purpose of this paper is to summarize an information technology (IT) initiative at Hilti Corporation that began with a local IT need and ended with the global transformation of the company’s customer service processes and infrastructures. The authors highlight 12 lessons learned from the transformation, which Hilti referred to as the Global Contact Center (GCC) program.

The authors analyze Hilti’s GCC program based on first-hand experience. Hilti applied an innovative, wave-like implementation approach that facilitated a fast roll-out, fostered peer-to-peer knowledge transfer, and helped to overcome reluctance to change.

The analysis of Hilti’s approach to its new customer service management reveals a number of simple, yet, critical lessons learned regarding leveraging IT-driven business value through global process transformation.

The case report can help researchers to further theorize about IT-enabled process transformation. The GCC program resulted in significant improvements in the performance and quality of customer service processes and enabled transparent reporting and performance measurement on a global scale.

Overall, the GCC case provides an illustrative example of successful process transformation at the global level that also demonstrates implementation challenges. As such, the case report can help practitioners in planning and executing similar projects toward customer service excellence.

Hilti’s GCC case not only provides fresh insights into a successful process transformation. As it focusses on customer service, it also concerns an application area that has received little in the way of attention from process transformation research.

This paper presents a structured literature review of studies on IT-enabled organizational transformation to determine the state of the art and to identify areas for future research.

We collect 201 academic publications on IT-enabled organizational transformation and analyze them from three perspectives: a publication perspective, a research perspective and a conceptual perspective.

From a publication perspective, we identify and synthesize the seminal works to provide a brief history of research on IT-enabled organizational transformation. From a research perspective, we show that studies in this area have seldom been grounded in theory and have predominantly used qualitative approaches, while only a few studies have drawn from quantitative data. From a conceptual perspective, we show that most research has studied higher levels of transformation, especially process redesign.

This review presents the landscape of the literature on IT-enabled organizational transformation, which provides a foundation for future research.

The aim of this chapter is to investigate the meaning of terrorism, with a view to highlighting the main hurdles in the way of creating a working definition, as well as the necessity of developing definitions and classifications of this phenomenon.

This chapter provides an overview of the literature on terrorism as a social/political phenomenon. It is therefore based on secondary sources.

While most literature on the topic finds it pointless or impossible to define terrorism, here we argue just the opposite. Common critiques of current definitions may be overcome by using multiple definitions and classifications.

The chapter provides the methodological foundations for a comprehensive theoretical analysis of terrorism.

The chapter applies insights from methodology of social sciences to the problem of defining terrorism.

The purpose of this paper is to investigate the effect of different heating approaches during thermal rounding of polymer powders on powder bulk properties such as particle size, shape and flowability, as well as on the yield of process.

This study focuses on the rounding of commercial high-density polyethylene polymer particles in two different downer reactor designs using heated walls (indirect heating) and preheated carrier gas (direct heating). Powder bulk properties of the product obtained from both designs are characterized and compared.

Particle rounding with direct heating leads to a considerable increase in process yield and a reduction in powder agglomeration compared to the design with indirect heating. This subsequently leads to higher powder flowability. In terms of shape, indirect heating yields not only particles with higher sphericity but also entails substantial agglomeration of the rounded particles.

Shape modification via thermal rounding is the decisive step for the success of a top-down process chain for selective laser sintering powders with excellent flowability, starting with polymer particles from comminution. This report provides new information on the influence of the heating mode (direct/indirect) on the performance of the rounding process and particle properties.

The thermal history during laser exposure determines part properties in selective laser sintering (SLS). The purpose of this study is to introduce a new measurement technique based on a CO₂ laser unit combined with a high-speed DCS. A first comparison of the thermal history during laser exposure measured with Laser-high-speed-(HS)-differential scanning calorimetry-(DSC) and in SLS process is shown.

This Laser-HS-DSC allows an imitation of the SLS-process in a very small scale, as the sample is directly heated by a CO₂ laser. For this study, the laser power and the impact time is varied for determining temperature and achieved heating rates. Consequently, the temperature levels measured by the Laser-HS-DSC are compared with measurements in SLS-process.

The influence of laser power and impact time on resulting maximum temperatures und heating rates during laser exposure are investigated. With increasing laser power and impact time the maximum temperature rises up to approximately 450°C without material degradation. The heating rate increases up to an impact time of 3 ms and stays almost equal for higher durations.

The Laser-HS-DSC experiments are based on few particles limiting a complete comparison with SLS process. In SLS, one volume element is exposed several times. In this study the PA12 material was exposed only once.

For the first time, laser sintering experiments can be transferred to a laboratory scale to analyze the influence of laser exposure on resulting temperature field during laser exposure without superimposing effects.

The burden social theorists must be willing to accept, respond to, and act upon pertains to the difficulties that predictably accompany all efforts to convey to nontheorists the unwelcome fact of heteronomy – that as actors, we are not as autonomous as we were told and prefer to assume – and to spell out what heteronomy in the form in which it has been shaping the developmental trajectory of modern societies means for professional theorists. I introduce the concept of “vitacide,” designed to capture that termination of life is a potential vanishing point of the heteronomous processes that have been shaping modern societies continuing to accelerate and intensify in ways that prefigure our future, but not on our human or social terms. Heteronomy pointing toward vitacide should compel us as social theorists to consider critically both the constructive and destructive trajectory that social change appears to have been following for more than two centuries, irrespective of whether the resulting prospect is to our liking or not. In this context, the classical critical theorists of the early Frankfurt School, especially Max Horkheimer and Theodor W. Adorno, pursued what turned out to be an evolving interest in rackets, the authoritarian personality, and the administered society – concepts that served as foils for delineating the kind of theoretical stance that is becoming more and more important as we are moving into an increasingly uncertain future.

The Models of Child Health Appraised (MOCHA) project identified the different models of primary care that exist for children, examined the particular attributes that might be different from those directed at adults and considered how these models might be appraised. The project took the multiple and interrelated dimensions of primary care and simplified them into a conceptual framework for appraisal. A general description of the models in existence in all 30 countries of the EU and EEA countries, focusing on lead practitioner, financial and regulatory and service provision classifications, was created. We then used the WHO ‘building blocks’ for high-performing health systems as a starting point for identifying a good system for children. The building blocks encompass safe and good quality services from an educated and empowered workforce, providing good data systems, access to all necessary medical products, prevention and treatments, and a service that is adequately financed and well led. An extensive search of the literature failed to identify a suitable appraisal framework for MOCHA, because none of the frameworks focused on child primary care in its own right. This led the research team to devise an alternative conceptualisation, at the heart of which is the core theme of child centricity and ecology, and the need to focus on delivery to the child through the life course. The MOCHA model also focuses on the primary care team and the societal and environmental context of the primary care system.

The aim of the chapter is to evaluate the concept of corporate parenting styles, identify missing elements in the theoretical constructs, and develop new theoretical constructs.

The chapter provides a summary of the existing literature on corporate parenting styles and uncovers the missing elements in the theoretical constructs. New theoretical constructs fill the gaps.

The chapter presents a new typology of corporate parenting style by combining corporate parents’ processes of adding value to and extracting value from subsidiaries. The five-type typology of corporate styles outlines the different levels of value addition and value extraction and various degrees of reciprocity in both processes. This chapter determines the most important factors that affect the selection of corporate parenting style. It postulates that the multinational corporation should exhibit different parenting styles toward its subsidiaries simultaneously and should be ready to amend its parenting styles to reflect changes in a subsidiary’s strategy and its motives for corporate ownership.

A new agenda for empirical studies oriented toward variability of parenting styles is proposed. Empirical tests of our propositions are needed. I encourage researchers to extend our research by considering the regional (supra-national), industry, and individual levels of analyses.

The chapter provides a more realistic view of corporate parenting styles than that found in the previous literature and outlines promising directions for further theoretical and empirical research.

Terrorism is not a new phenomenon in human life. It existed during Biblical times when Joseph, the seventeen‐year‐old son of Jacob, was kidnapped and sold into slavery by his jealous brothers. Although terrorists have been active throughout history, it is only recently that we have seen an increase in scholarly interest in the phenomenon of terrorism. One reason for this is the fact that terrorist activities have increased dramatically since the 1960s. Everyday we read in the newspapers and hear on radio and television details of the latest terrorist outrage. Many American colleges and universities now offer a course or two on terrorism as a part of their curriculum.