Welcome to the World of Michael Zapf!

On this page you get some information about my professional background, a list of publications, talks, projects and teaching activities.

Please contact me per e-mail: michael@zapfworld.de.

Publications

Monographs

• Zapf, M.: Gestaltung flexibler Kundeninteraktionsprozesse im Communication Center: Theoretische Grundlagen und experimentelle Analyse. Dissertation, University of Bayreuth 2001. Honoured with the 2002 Research Award of the Bayerische Landesbank
  
• Zapf, M.: The Design of a Database System for the Storage of Complex Objects. Logos-Verlag, Berlin, 1997 (in german)

Refereed Publications

• Zapf, M.; Storch, K.: Making Simulation Work for the Organizational Design of Communication Centers: Challenges and Practical Experience. In: Proceedings of the 2001 Summer Computer Simulation Conference (SCSC), Orlando/USA
• Heinzl, A.; Zapf, M.: Zur Reagibilitaet von Call Center-Prozessen. In: Dangelmaier, W.; Felser, W. (Edts.): Das reagible Unternehmen, Paderborn 2000, 233-252
• Zapf, M.; Heinzl, A.: Evaluation of Generic Process Design Patterns: An Experimental Study. In: W. van der Aalst et al. (Edts.): Business Process Management, LNCS 1806, Springer 2000, 83-98
• Zapf, M.; Heinzl, A.: Approaches to Integrate Petri Nets and Object-Oriented Concepts. In: Wirtschaftsinformatik 42 (2000) 1, 36-46 (in german)

Other Publications

• Zapf, M.: Pattern-driven Process Design. Working Paper in Information Management 7/2003, University of Mannheim.
  
• Zapf, M.; Storch, K.: Praktische Erfahrungen beim Einsatz von Simulation fuer die Gestaltung von Communication Center-Prozessen. In: Uebel, M.; Helmke, S.; Dangelmaier, W. (Edts.): Praxis des Customer Relationship Management: Branchenloesungen und Erfahrungsberichte, Gabler 2002
  
• Zapf, M.: Prozessgestaltung im Communication Center. In: Helmke, S.; Uebel, M.; Dangelmaier, W. (Edts.): Effektives Customer Relationship Management: Instrumente - Einfuehrungskonzepte - Organisation, Gabler 2002, 341-356
• Zapf, M.; Heinzl, A.: Kundeninteraktionsprozesse im Communication Center: Gestaltungsfragen und Analyseinstrumente. In: WISU - Das Wirtschaftsstudium 12 (2001), 1661-1670
• Zapf, M.: Die Fallstudie aus der Wirtschaftsinformatik: Simulationsgestuetzte Prozessanalyse fuer das Communication Center einer Direktbank. In: WISU - Das Wirtschaftsstudium 7 (2001), 998-1000
• Zapf, M.; Heinzl, A.: Techniques for Integrating Petri-Nets and Object-Oriented Concepts. Working Paper in Information Systems 1/1998, University of Bayreuth

Professional Journals

• Several publications, e.g. in Computerwoche, Service Today.

Talks (selected)

• 2001 Summer Computer Simulation Conference (SCSC'01): Making Simulation Work for the Organizational Design of Communication Centers: Challenges and Practical Experience. Orlando 07-2001
• 2000 ECIS Doctoral Consortium: Designing Organizational Structures for Call Centers. Wien 06-2000
• 2000 2. Paderborner Fruehjahrstagung: Zur Reagibilitaet von Call Center-Prozessen. Paderborn 04-2000

Biographical Information

Professional

• University of Mannheim, Information Systems 1: Research and Teaching Associate (2002-2003)
  
• Promatis AG Nuernberg: Senior Consultant and Project Manager (2001-2002)
• University of Berkeley, Haas School of Business: Visiting Scholar (1998)
• University of Bayreuth, Information Systems: Research and Teaching Assistant (1996-2001)
• University of Bayreuth, Mathematics II: Teaching Assistant (1995-1996)
• Own Company for the development of information systems (1993- 1996)
• Bayreuther Volksbank eG: Internships (1988-1989)

Education

• PhD Exam in Information Systems, University of Bayreuth (2001)
• MATCH Advanced Summer School on "System Engineering. A Petri Net Based Approach to Modelling, Verification and Implementation". Jaca, Spain (1998)
• Joint Master’s Degree in Mathematics and Business Administration (Dipl.-Wirtschaftsmath.), University of Bayreuth (1996)
• High School Degree, Graf-Muenster-Gymnasium, Bayreuth (1998)

Project Partners

Teaching

• Database Design (Verwaltungs- und Wirtschaftsakademie Nürnberg): summer 2001
• Introduction into Structured Programming with C++ (University of Bayreuth): 1996-2000
• Methods and tools for the Modeling of Information Systems (University of Bayreuth): 1996-2001
• Process Modeling in the Objet-Oriented Paradigm, Using Petri Nets for Process-Oriented Organizational Design (University of Bayreuth): seminars in cooperation with Prof. Dr. Armin Heinzl, 1996-1998