Jan-Erik Baars | Lucerne University of Applied Sciences and Arts (original) (raw)

Papers by Jan-Erik Baars

Schwerpunkt Marketingstrategie / strategisches Customer-Experience-Management Die kundenzentriert... more Schwerpunkt Marketingstrategie / strategisches Customer-Experience-Management Die kundenzentrierte Organisation Kundenzentrierung mit einem KPI effektiv entwickeln Unternehmen können sich im Wettbewerb nur behaupten, wenn sie eine kundenzentrierte Belegschaft besitzen, die für Kunden relevante und attraktive Angebote erzeugt. Diese seit Jahren bekannte Tatsache zeigt sich in der praktischen Umsetzung für viele Unternehmen als große Hürde. Mit diesem Bewusstsein sollten Unternehmen einen Veränderungsprozess initiieren: Ausgehend vom aktuellen Grad der Kundenzentrierung, die mit dem Customerdie sie im Rahmen einer Organisationsentwicklung nachhaltig verbessern können.

In a comprehensive study, the Lucerne University of Applied Sciences and Arts has elaborated on t... more In a comprehensive study, the Lucerne University of Applied Sciences and Arts has elaborated on the capabilities in design and sought to clarify how these can be optimally developed in a company. Within the framework of a case study and a survey of 57 companies, a framework was created that describes design capabilities in organisations. Thus, it defines a maturity model that helps companies identify strengths and weaknesses and thereby develop design excellence.

Designfähigkeit in Organisationen, 2023

In einer umfassenden Studie hat die Hochschule Luzern die Fähigkeiten im Gestalten erarbeitet und... more In einer umfassenden Studie hat die Hochschule Luzern die Fähigkeiten im Gestalten erarbeitet und versucht zu klären, wie sich diese in einem Unternehmen optimal entfalten. Im Rahmen einer Case-Study mit den Unternehmen Miele und USM sowie einer umfassenden Online-Befragung von 57 Unternehmen entstand ein umfassendes Framework, das die Designfähigkeit erfasst und beschreibt. Das Ziel war die Erarbeitung eines Reifegradmodells, das Unternehmen dabei unterstützt, Stärken und Schwächen zu erkennen und somit ebenfalls eine Design-Exzellenz zu entwickeln.

The Lucerne Design Management Process, 2015

The Design Management Programme at Lucerne School of Art and Design, a department of Lucerne Univ... more The Design Management Programme at Lucerne School of Art and Design, a department of Lucerne University of Applied Sciences and Arts (HSLU), aims to develop a thorough understanding of the overarching design process for the benefit of future designers. It also recognises the design manager's leading role as intelligence gatherer and strongly emphasises the importance of design aspects relating to research, ethnography and strategy. Design managers need to be able to influence the attitudes necessary for making good design decisions, as put forward by Herbert Simon in this model for gathering intelligence, designing prototypes, and making decisions. This approach is likely to facilitate design thinking and enhance the effectiveness of the design process within organisations, which often merge these elements to a single step, the one of decision making (Boland, 2002).

A comprehensive overview of the BA program at the Lucern University of Applied Sciences. It outli... more A comprehensive overview of the BA program at the Lucern University of Applied Sciences. It outlines a definition of the design management tasks and roles and subsequently describes an undergraduate program to develop required skills. This outline has been presented at conferences and shared with peers world wide, making it a reference for link-minded educational programs.

Die kundenzentrierte Organisation, 2017

Unternehmen können sich im Wettbewerb nur behaupten, wenn sie eine kundenzentrierte Belegschaft b... more Unternehmen können sich im Wettbewerb nur behaupten, wenn sie eine kundenzentrierte Belegschaft besitzen, die für Kunden relevante und attraktive Angebote erzeugt. Diese seit Jahren bekannte Tatsache zeigt sich in der praktischen Umsetzung für viele Unternehmen als große Hürde. Mit diesem Bewusstsein sollten Unternehmen einen Veränderungsprozess initiieren: Ausgehend vom aktuellen Grad der Kundenzentrierung, die mit dem Customer-Centricity-Score erhoben wird, können sie nun Ansatzpunkte identifizieren, die sie im Rahmen einer Organisationsentwicklung nachhaltig verbessern können. Prof. Jan-Erik Baars 36 Marketing Review St. Gallen 1 | 2017

Businesses struggle to deliver a consistent customer experience across a broad and complex number... more Businesses struggle to deliver a consistent customer experience across a broad and complex number of touch points: succeeding requires coordination of functionally diversified departments, which is a challenge to many organizations. The authors propose a coordinated approach to overcome departmental silo thinking, in which visionary leadership anchors customer-focused purpose and installs design management to integrate the function of design into the core competency of the business. Design managers, in this solution, require skills equivalent to an evolved role of design management. To determine, which abilities design managers need to successfully integrate functional units the authors developed a competency framework. Fourteen competencies, grouped in four clusters contributed to this framework. The clusters are: managing the design process; mediating business value; building a creative environment and connecting and convincing others. To test the significance of the individual competencies practitioners were asked to rate the relevance of the competencies in effectively overcoming diversification. To 'disseminate purpose' was rated most important, followed by 'aligning design processes with business objectives', as well as the ability to 'remain self-motivated and open-minded' when dealing with others. The study revealed that specific competencies are relevant in integrating functional departments in support of delivering holistically designed customer experiences. Furthermore, the results provide valuable insights for curriculum development in educational programs, which are focused on the development of professionals equipped for the evolved role in design management.

Project report on the measurement of customer centricity within organizations and the creation of... more Project report on the measurement of customer centricity within organizations and the creation of a simple KPI to define areas for improvement.
The CCScore was developed during a pilot study at Swisscom in Switzerland in 2013. Researchers designed a questionnaire for measuring the extent to which customer centricity could be experienced across all organisational units. The pilot study identified the main drivers of customer centricity by means of factor analysis. The instrument was then further refined and thoroughly validated in other studies.

Outline of the principal process used in the bachelor programme Design Management, International ... more Outline of the principal process used in the bachelor programme Design Management, International at the Lucerne School of Art and Design.

Schwerpunkt Marketingstrategie / strategisches Customer-Experience-Management Die kundenzentriert... more Schwerpunkt Marketingstrategie / strategisches Customer-Experience-Management Die kundenzentrierte Organisation Kundenzentrierung mit einem KPI effektiv entwickeln Unternehmen können sich im Wettbewerb nur behaupten, wenn sie eine kundenzentrierte Belegschaft besitzen, die für Kunden relevante und attraktive Angebote erzeugt. Diese seit Jahren bekannte Tatsache zeigt sich in der praktischen Umsetzung für viele Unternehmen als große Hürde. Mit diesem Bewusstsein sollten Unternehmen einen Veränderungsprozess initiieren: Ausgehend vom aktuellen Grad der Kundenzentrierung, die mit dem Customerdie sie im Rahmen einer Organisationsentwicklung nachhaltig verbessern können.

In a comprehensive study, the Lucerne University of Applied Sciences and Arts has elaborated on t... more In a comprehensive study, the Lucerne University of Applied Sciences and Arts has elaborated on the capabilities in design and sought to clarify how these can be optimally developed in a company. Within the framework of a case study and a survey of 57 companies, a framework was created that describes design capabilities in organisations. Thus, it defines a maturity model that helps companies identify strengths and weaknesses and thereby develop design excellence.

Designfähigkeit in Organisationen, 2023

In einer umfassenden Studie hat die Hochschule Luzern die Fähigkeiten im Gestalten erarbeitet und... more In einer umfassenden Studie hat die Hochschule Luzern die Fähigkeiten im Gestalten erarbeitet und versucht zu klären, wie sich diese in einem Unternehmen optimal entfalten. Im Rahmen einer Case-Study mit den Unternehmen Miele und USM sowie einer umfassenden Online-Befragung von 57 Unternehmen entstand ein umfassendes Framework, das die Designfähigkeit erfasst und beschreibt. Das Ziel war die Erarbeitung eines Reifegradmodells, das Unternehmen dabei unterstützt, Stärken und Schwächen zu erkennen und somit ebenfalls eine Design-Exzellenz zu entwickeln.

The Lucerne Design Management Process, 2015

The Design Management Programme at Lucerne School of Art and Design, a department of Lucerne Univ... more The Design Management Programme at Lucerne School of Art and Design, a department of Lucerne University of Applied Sciences and Arts (HSLU), aims to develop a thorough understanding of the overarching design process for the benefit of future designers. It also recognises the design manager's leading role as intelligence gatherer and strongly emphasises the importance of design aspects relating to research, ethnography and strategy. Design managers need to be able to influence the attitudes necessary for making good design decisions, as put forward by Herbert Simon in this model for gathering intelligence, designing prototypes, and making decisions. This approach is likely to facilitate design thinking and enhance the effectiveness of the design process within organisations, which often merge these elements to a single step, the one of decision making (Boland, 2002).

A comprehensive overview of the BA program at the Lucern University of Applied Sciences. It outli... more A comprehensive overview of the BA program at the Lucern University of Applied Sciences. It outlines a definition of the design management tasks and roles and subsequently describes an undergraduate program to develop required skills. This outline has been presented at conferences and shared with peers world wide, making it a reference for link-minded educational programs.

Die kundenzentrierte Organisation, 2017

Unternehmen können sich im Wettbewerb nur behaupten, wenn sie eine kundenzentrierte Belegschaft b... more Unternehmen können sich im Wettbewerb nur behaupten, wenn sie eine kundenzentrierte Belegschaft besitzen, die für Kunden relevante und attraktive Angebote erzeugt. Diese seit Jahren bekannte Tatsache zeigt sich in der praktischen Umsetzung für viele Unternehmen als große Hürde. Mit diesem Bewusstsein sollten Unternehmen einen Veränderungsprozess initiieren: Ausgehend vom aktuellen Grad der Kundenzentrierung, die mit dem Customer-Centricity-Score erhoben wird, können sie nun Ansatzpunkte identifizieren, die sie im Rahmen einer Organisationsentwicklung nachhaltig verbessern können. Prof. Jan-Erik Baars 36 Marketing Review St. Gallen 1 | 2017

Businesses struggle to deliver a consistent customer experience across a broad and complex number... more Businesses struggle to deliver a consistent customer experience across a broad and complex number of touch points: succeeding requires coordination of functionally diversified departments, which is a challenge to many organizations. The authors propose a coordinated approach to overcome departmental silo thinking, in which visionary leadership anchors customer-focused purpose and installs design management to integrate the function of design into the core competency of the business. Design managers, in this solution, require skills equivalent to an evolved role of design management. To determine, which abilities design managers need to successfully integrate functional units the authors developed a competency framework. Fourteen competencies, grouped in four clusters contributed to this framework. The clusters are: managing the design process; mediating business value; building a creative environment and connecting and convincing others. To test the significance of the individual competencies practitioners were asked to rate the relevance of the competencies in effectively overcoming diversification. To 'disseminate purpose' was rated most important, followed by 'aligning design processes with business objectives', as well as the ability to 'remain self-motivated and open-minded' when dealing with others. The study revealed that specific competencies are relevant in integrating functional departments in support of delivering holistically designed customer experiences. Furthermore, the results provide valuable insights for curriculum development in educational programs, which are focused on the development of professionals equipped for the evolved role in design management.

Project report on the measurement of customer centricity within organizations and the creation of... more Project report on the measurement of customer centricity within organizations and the creation of a simple KPI to define areas for improvement.
The CCScore was developed during a pilot study at Swisscom in Switzerland in 2013. Researchers designed a questionnaire for measuring the extent to which customer centricity could be experienced across all organisational units. The pilot study identified the main drivers of customer centricity by means of factor analysis. The instrument was then further refined and thoroughly validated in other studies.

Outline of the principal process used in the bachelor programme Design Management, International ... more Outline of the principal process used in the bachelor programme Design Management, International at the Lucerne School of Art and Design.