{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2025,8,2]],"date-time":"2025-08-02T17:47:20Z","timestamp":1754156840822,"version":"3.41.2"},"reference-count":41,"publisher":"Emerald","issue":"3","license":[{"start":{"date-parts":[[2016,6,6]],"date-time":"2016-06-06T00:00:00Z","timestamp":1465171200000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/www.emerald.com\/insight\/site-policies"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":[],"published-print":{"date-parts":[[2016,6,6]]},"abstract":"\n Purpose<\/jats:title>\n \u2013 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\u2019s 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. <\/jats:p>\n <\/jats:sec>\n \n Design\/methodology\/approach<\/jats:title>\n \u2013 The authors analyze Hilti\u2019s 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. <\/jats:p>\n <\/jats:sec>\n \n Findings<\/jats:title>\n \u2013 The analysis of Hilti\u2019s 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. <\/jats:p>\n <\/jats:sec>\n \n Research limitations\/implications<\/jats:title>\n \u2013 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. <\/jats:p>\n <\/jats:sec>\n \n Practical implications<\/jats:title>\n \u2013 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. <\/jats:p>\n <\/jats:sec>\n \n Originality\/value<\/jats:title>\n \u2013 Hilti\u2019s 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.<\/jats:p>\n <\/jats:sec>","DOI":"10.1108\/bpmj-02-2015-0016","type":"journal-article","created":{"date-parts":[[2016,5,21]],"date-time":"2016-05-21T16:20:28Z","timestamp":1463847628000},"page":"594-613","source":"Crossref","is-referenced-by-count":5,"title":["From local IT needs to global process transformation: Hilti\u2019s customer service program"],"prefix":"10.1108","volume":"22","author":[{"given":"Jan","family":"vom Brocke","sequence":"first","affiliation":[]},{"given":"Theresa","family":"Schmiedel","sequence":"additional","affiliation":[]},{"given":"Alexander","family":"Simons","sequence":"additional","affiliation":[]},{"given":"Alexander M.","family":"Schmid","sequence":"additional","affiliation":[]},{"given":"Martin","family":"Petry","sequence":"additional","affiliation":[]},{"given":"Christoph","family":"Baeck","sequence":"additional","affiliation":[]}],"member":"140","reference":[{"key":"key2020121504425827800_b1","doi-asserted-by":"crossref","unstructured":"Aladwani, A.M.\n (2001), \u201cChange management strategies for successful ERP implementation\u201d, \n Business Process Management Journal\n , Vol. 7 No. 3, pp. 266-275.","DOI":"10.1108\/14637150110392764"},{"key":"key2020121504425827800_b2","doi-asserted-by":"crossref","unstructured":"Albadvi, A.\n , \n Keramati, A.\n and \n Razmi, J.\n (2007), \u201cAssessing the impact of information technology on firm performance considering the role of intervening variables: organizational infrastructures and business processes reengineering\u201d, \n International Journal of Production Research\n , Vol. 45 No. 12, pp. 2697-2734.","DOI":"10.1080\/00207540600767780"},{"key":"key2020121504425827800_b3","doi-asserted-by":"crossref","unstructured":"Al-Mashari, M.\n , \n Al-Mudimigh, A.\n and \n Zairi, M.\n (2003), \u201cEnterprise resource planning: a taxonomy of critical factors\u201d, \n European Journal of Operational Research\n , Vol. 146 No. 2, pp. 352-364.","DOI":"10.1016\/S0377-2217(02)00554-4"},{"key":"key2020121504425827800_b4","doi-asserted-by":"crossref","unstructured":"Besson, P.\n and \n Rowe, F.\n (2012), \u201cStrategizing information systems-enabled organizational transformation: a transdisciplinary review and new directions\u201d, \n Journal of Strategic Information Systems\n , Vol. 21 No. 2, pp. 103-124.","DOI":"10.1016\/j.jsis.2012.05.001"},{"key":"key2020121504425827800_b5","doi-asserted-by":"crossref","unstructured":"Brynjolfsson, E.\n and \n Hitt, L.M.\n (2000), \u201cBeyond computation: information technology, organizational transformation and business performance\u201d, \n Journal of Economic Perspectives\n , Vol. 14 No. 4, pp. 23-48.","DOI":"10.1257\/jep.14.4.23"},{"key":"key2020121504425827800_b6","doi-asserted-by":"crossref","unstructured":"Cotteleer, M.J.\n and \n Bendoly, E.\n (2006), \u201cOrder lead-time improvement following enterprise information technology implementation: an empirical study\u201d, \n MIS Quarterly\n , Vol. 30 No. 3, pp. 643-660.","DOI":"10.2307\/25148743"},{"key":"key2020121504425827800_b7","doi-asserted-by":"crossref","unstructured":"Flyvbjerg, B.\n and \n Budzier, A.\n (2011), \u201cWhy your IT project may be riskier than you think\u201d, \n Harvard Business Review\n , Vol. 89 No. 9, pp. 23-25.","DOI":"10.2139\/ssrn.2229735"},{"key":"key2020121504425827800_b8","doi-asserted-by":"crossref","unstructured":"Foss, B.\n , \n Stone, M.\n and \n Ekinci, Y.\n (2008), \u201cWhat makes for CRM system success \u2013 or failure?\u201d, \n Database Marketing & Customer Strategy Management\n , Vol. 15 No. 2, pp. 68-78.","DOI":"10.1057\/dbm.2008.5"},{"key":"key2020121504425827800_b9","doi-asserted-by":"crossref","unstructured":"Gregor, S.\n , \n Martin, M.\n , \n Fernandez, W.\n , \n Stern, S.\n and \n Vitale, M.\n (2006), \u201cThe transformational dimension in the realization of business value from information technology\u201d, \n Journal of Strategic Information Systems\n , Vol. 15 No. 3, pp. 249-270.","DOI":"10.1016\/j.jsis.2006.04.001"},{"key":"key2020121504425827800_b10","doi-asserted-by":"crossref","unstructured":"Harkness, W.L.\n , \n Kettinger, W.J.\n and \n Segars, A.H.\n (1996), \u201cSustaining process improvement and innovation in the information services function: lessons learned at the Bose corporation\u201d, \n MIS Quarterly\n , Vol. 20 No. 3, pp. 349-368.","DOI":"10.2307\/249661"},{"key":"key2020121504425827800_b11","doi-asserted-by":"crossref","unstructured":"Hartono, E.\n , \n Holsapple, C.W.\n and \n Jin, H.\n (2011), \u201cThe role of technological know-how in c-commerce success\u201d, \n Decision Support Systems\n , Vol. 51 No. 1, pp. 77-87.","DOI":"10.1016\/j.dss.2010.11.030"},{"key":"key2020121504425827800_b12","doi-asserted-by":"crossref","unstructured":"Henderson, J.C.\n and \n Venkatraman, N.\n (1993), \u201cStrategic alignment: leveraging information technology for transforming organizations\u201d, \n IBM Systems Journal\n , Vol. 32 No. 1, pp. 4-16.","DOI":"10.1147\/sj.382.0472"},{"key":"key2020121504425827800_b13","unstructured":"Hilti\n (2008a), \u201cHilti Management Guide Version 2.0\u201d, unpublished document, Hilti Corporation."},{"key":"key2020121504425827800_b14","unstructured":"Hilti\n (2008b), \u201cCRM@Hilti: customer satisfaction and market reach productivity through customer service standards\u201d, unpublished document, Hilti Corporation."},{"key":"key2020121504425827800_b15","unstructured":"Hilti\n (2015), \u201cCorporate culture: mission statement\u201d, available at: www.us.hilti.com\/hilti-corporate-culture (accessed May 22, 2015)."},{"key":"key2020121504425827800_b151","unstructured":"IEEE Computer Society\n (2011), \n Adoption of the Project Management Institute (PMI\u00ae) Standard: A Guide to the Project Management Body of Knowledge (PMBOK\u00ae Guide)\n , IEEE Std No. 1490\u2122-2011, 4th ed., IEEE Press, New York, NY."},{"key":"key2020121504425827800_b17","doi-asserted-by":"crossref","unstructured":"Irani, Z.\n , \n Sharif, A.M.\n and \n Love, P.E.D.\n (2001), \u201cTransforming failure into success through organisational learning: an analysis of a manufacturing information system\u201d, \n European Journal of Information Systems\n , Vol. 10 No. 1, pp. 55-66.","DOI":"10.1057\/palgrave.ejis.3000384"},{"key":"key2020121504425827800_b18","doi-asserted-by":"crossref","unstructured":"Keen, P.G.W.\n (1981), \u201cInformation systems and organizational change\u201d, \n Communications of the ACM\n , Vol. 24 No. 1, pp. 24-33.","DOI":"10.1145\/358527.358543"},{"key":"key2020121504425827800_b19","doi-asserted-by":"crossref","unstructured":"Kettinger, W.J.\n , \n Teng, J.T.C.\n and \n Guha, S.\n (1997), \u201cBusiness process change: a study of methodologies, techniques, and tools\u201d, \n MIS Quarterly\n , Vol. 21 No. 1, pp. 55-98.","DOI":"10.2307\/249742"},{"key":"key2020121504425827800_b20","doi-asserted-by":"crossref","unstructured":"Lucas, H.C.\n , \n Agarwal, R.\n , \n Celmons, E.K.\n , \n El Sawy, O.A.\n and \n Weber, B.\n (2013), \u201cImpactful research on transformational information technology: an opportunity to inform new audiences\u201d, \n MIS Quarterly\n , Vol. 37 No. 2, pp. 371-382.","DOI":"10.25300\/MISQ\/2013\/37.2.03"},{"key":"key2020121504425827800_b21","doi-asserted-by":"crossref","unstructured":"Markus, M.L.\n (2004), \u201cTechnochange management: using IT to drive organizational change\u201d, \n Journal of Information Technology\n , Vol. 19 No. 1, pp. 4-20.","DOI":"10.1057\/palgrave.jit.2000002"},{"key":"key2020121504425827800_b22","doi-asserted-by":"crossref","unstructured":"Mattila, M.\n , \n Nandhakumar, J.\n , \n Hallikainen, P.\n and \n Rossi, M.\n (2010), \u201cReorganizing projects through enterprise system: emerging role of enterprise system in radical organizational change\u201d, Proceedings of the 43rd Hawaii International Conference on System Sciences (HICSS) in Kauai, HI, IEEE Computer Society, Washington, DC, pp. 1-10.","DOI":"10.1109\/HICSS.2010.316"},{"key":"key2020121504425827800_b23","doi-asserted-by":"crossref","unstructured":"Melville, N.\n , \n Kraemer, K.L.\n and \n Gurbaxani, V.\n (2004), \u201cReview: information technology and organizational performance: an integrative model of IT business value\u201d, \n MIS Quarterly\n , Vol. 28 No. 2, pp. 283-322.","DOI":"10.2307\/25148636"},{"key":"key2020121504425827800_b24","doi-asserted-by":"crossref","unstructured":"Orlikowski, W.J.\n (1996), \u201cImprovising organizational transformation over time: a situated change perspective\u201d, \n Information Systems Research\n , Vol. 7 No. 1, pp. 63-92.","DOI":"10.1287\/isre.7.1.63"},{"key":"key2020121504425827800_b25","doi-asserted-by":"crossref","unstructured":"Powell, T.C.\n and \n Dent-Micallef, A.\n (1997), \u201cInformation technology as competitive advantage: the role of human, business, and technology resources\u201d, \n Strategic Management Journal\n , Vol. 18 No. 5, pp. 375-405.","DOI":"10.1002\/(SICI)1097-0266(199705)18:5<375::AID-SMJ876>3.0.CO;2-7"},{"key":"key2020121504425827800_b26","unstructured":"Project Management Institute\n (2008), \n A Guide to the Project Management Body of Knowledge (PMBOK\u00ae Guide)\n , 4th ed., Project Management Institute, Newtown Square, PA."},{"key":"key2020121504425827800_b27","doi-asserted-by":"crossref","unstructured":"Ramirez, R.\n , \n Melville, N.\n and \n Lawler, E.\n (2010), \u201cInformation technology infrastructure, organizational process redesign, and business value: an empirical analysis\u201d, \n Decision Support Systems\n , Vol. 49 No. 4, pp. 417-429.","DOI":"10.1016\/j.dss.2010.05.003"},{"key":"key2020121504425827800_b28","doi-asserted-by":"crossref","unstructured":"Raschke, R.L.\n and \n Sen, S.\n (2013), \u201cA value-based approach to the ex-ante evaluation of IT enabled business process improvement projects\u201d, \n Information & Management\n , Vol. 50 No. 7, pp. 446-456.","DOI":"10.1016\/j.im.2013.07.007"},{"key":"key2020121504425827800_b29","doi-asserted-by":"crossref","unstructured":"Robey, D.\n , \n Ross, J.W.\n and \n Boudreau, M.-C.\n (2002), \u201cLearning to implement enterprise systems: an exploratory study of the dialectics of change\u201d, \n Journal of Management Information Systems\n , Vol. 19 No. 1, pp. 17-46.","DOI":"10.1080\/07421222.2002.11045713"},{"key":"key2020121504425827800_b30","doi-asserted-by":"crossref","unstructured":"Rouse, W.B.\n (2005), \u201cA theory of enterprise transformation\u201d, \n Systems Engineering\n , Vol. 8 No. 4, pp. 279-295.","DOI":"10.1002\/sys.20035"},{"key":"key2020121504425827800_b31","unstructured":"Rudiger, R.\n and \n Speckle, W.\n (2011), \u201cHilti \u2013 Global Contact Center, ITMCCS-2938\u201d, Presentation at Ciscolive!, London, available at: http:\/\/stor.balios.net\/Live2011\/ITMCCS-2938.pdf (accessed June 10, 2015)."},{"key":"key2020121504425827800_b32","doi-asserted-by":"crossref","unstructured":"Sauer, C.\n , \n Gemino, A.\n and \n Horner, B.R.\n (2007), \u201cThe impact of size and volatility on IT project performance\u201d, \n Communications of the ACM\n , Vol. 50 No. 11, pp. 79-84.","DOI":"10.1145\/1297797.1297801"},{"key":"key2020121504425827800_b33","unstructured":"Speckle, W.\n (2012), \u201cLeading-edge service and solution provider to the global construction industry provides premium experience in multichannel contact center, ITMCCS-2571\u201d, Presentation at Ciscolive!, London, available at: http:\/\/stor.balios.net\/Live2012\/ITMCCS-2571.pdf (accessed June 10, 2015)."},{"key":"key2020121504425827800_b34","doi-asserted-by":"crossref","unstructured":"Stoddard, D.B.\n , \n Jarvenpaa, S.L.\n and \n Littlejohn, M.\n (1996), \u201cThe reality of business reengineering. Pacific Bell\u2019s centrex provisioning process\u201d, \n California Management Review\n , Vol. 38 No. 3, pp. 57-76.","DOI":"10.2307\/41165843"},{"key":"key2020121504425827800_b35","doi-asserted-by":"crossref","unstructured":"Tansley, C.\n , \n Newell, S.\n and \n Williams, H.\n (2001), \u201cEffecting HRM-style practices through an integrated human resource information system. An e-greenfield site?\u201d, \n Personnel Review\n , Vol. 30 No. 3, pp. 351-370.","DOI":"10.1108\/00483480110385870"},{"key":"key2020121504425827800_b36","doi-asserted-by":"crossref","unstructured":"Tarafdar, M.\n and \n Gordon, S.R.\n (2007), \u201cUnderstanding the influence of information systems competencies on process innovation: a resource-based view\u201d, \n Journal of Strategic Information Systems\n , Vol. 16 No. 4, pp. 353-392.","DOI":"10.1016\/j.jsis.2007.09.001"},{"key":"key2020121504425827800_b37","doi-asserted-by":"crossref","unstructured":"Velcu, O.\n (2010), \u201cStrategic alignment of ERP implementation stages: an empirical investigation\u201d, \n Information & Management\n , Vol. 47 No. 3, pp. 158-166.","DOI":"10.1016\/j.im.2010.01.005"},{"key":"key2020121504425827800_b38","unstructured":"Venkatraman, N.\n (1994), \u201cIT-enabled business transformation: from automation to business scope redefinition\u201d, \n Sloan Management Review\n , Vol. 35 No. 2, pp. 73-87."},{"key":"key2020121504425827800_b39","doi-asserted-by":"crossref","unstructured":"Voordijk, H.\n , \n Stegwee, R.\n and \n Helmus, R.\n (2005), \u201cERP and the changing role of IT in engineering consultancy firms\u201d, \n Business Process Management Journal\n , Vol. 11 No. 4, pp. 418-430.","DOI":"10.1108\/14637150510609435"},{"key":"key2020121504425827800_b40","doi-asserted-by":"crossref","unstructured":"Weerakkody, V.\n , \n Janssen, M.\n and \n Dwivedi, Y.K.\n (2011), \u201cTransformational change and business process reengineering (BPR): lessons from the British and Dutch public sector\u201d, \n Government Information Quarterly\n , Vol. 28 No. 3, pp. 320-328.","DOI":"10.1016\/j.giq.2010.07.010"},{"key":"key2020121504425827800_b41","doi-asserted-by":"crossref","unstructured":"Whitman, M.E.\n (1996), \u201cIT divergence in reengineering support: performance expectations vs perceptions\u201d, \n Information & Management\n , Vol. 30 No. 5, pp. 239-250.","DOI":"10.1016\/S0378-7206(96)01046-4"}],"container-title":["Business Process Management Journal"],"original-title":[],"language":"en","link":[{"URL":"http:\/\/www.emeraldinsight.com\/doi\/full-xml\/10.1108\/BPMJ-02-2015-0016","content-type":"unspecified","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/www.emerald.com\/insight\/content\/doi\/10.1108\/BPMJ-02-2015-0016\/full\/xml","content-type":"application\/xml","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/www.emerald.com\/insight\/content\/doi\/10.1108\/BPMJ-02-2015-0016\/full\/html","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2025,7,24]],"date-time":"2025-07-24T23:14:22Z","timestamp":1753398862000},"score":1,"resource":{"primary":{"URL":"http:\/\/www.emerald.com\/bpmj\/article\/22\/3\/594-613\/256288"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2016,6,6]]},"references-count":41,"journal-issue":{"issue":"3","published-print":{"date-parts":[[2016,6,6]]}},"alternative-id":["10.1108\/BPMJ-02-2015-0016"],"URL":"https:\/\/doi.org\/10.1108\/bpmj-02-2015-0016","relation":{},"ISSN":["1463-7154"],"issn-type":[{"type":"print","value":"1463-7154"}],"subject":[],"published":{"date-parts":[[2016,6,6]]}}}