An Information Systems Reference Architecture for the CRM ...
An Information Systems Reference Architecture for the CRM domain
Andr? Gon?alo Batista Correia da Cruz
Thesis to obtain the Master of Science Degree in
Information Systems and Computer Engineering
Supervisor(s): Prof. Andr? Ferreira Ferr?o Couto e Vasconcelos
Examination Committee
Chairperson:
Prof. Miguel Nuno Dias Alves Pupo Correia
Supervisor:
Prof. Andr? Ferreira Ferr?o Couto e Vasconcelos
Member of the Committee: Prof. Artur Miguel Pereira Alves Caetano
June 2015
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Acknowledgments
In this section I would like to thank some people that in different ways contributed to this work. First of all I would like to thank my mother for along the years provide me the best education, for giving me the opportunity to be studying in this institution and for all the support that gave me.
I would also want to thank the supervisor of my master thesis, Prof. Andre? Vasconcelos, by the orientation and guidance given that helped in completing this master thesis and the publication of the paper in the ICEIS conference.
This work wasn't possible without the help by AMA, more concretely the Eng. Maria Joa~ o Marques, that provided the case studies used in this master thesis.
By last I would like to thank all my colleagues that helped with suggestions, with the reading of my work and with the encourage to finish this master thesis.
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Resumo
Nos u? ltimos anos, o foco das empresas mudou de foco no produto para foco nos clientes, resultando numa adesa~ o por parte da empresas a soluc?o~ es de Gesta~ o da Relac?a~ o com os Clientes.
Com esta adesa~ o a soluc?o~ es de CRM, espera-se que uma Arquitetura de Refere^ ncia para este dom?inio fornec?a uma maneira de abordar os problemas que ocorrem habitualmente atrave? s de uma documentac?a~ o das boas pra? ticas arquiteturais. O objetivo neste trabalho e? fornecer uma Arquitetura Aplicacional de Refere^ ncia para o dom?inio CRM, de forma a assegurar a agilidade das organizac?o~ es, e o continuo alinhamento entre o nego? cio e os sistemas de informac?a~ o. A Arquitetura de Refere^ ncia final alcanc?ada conte? m seis mo? dulos de CRM e cinco sistemas, que interagem com o sistema de CRM: Mo? dulo de Conta, Mo? dulo de Vendas, Mo? dulo de Marketing, Mo? dulo de Atendimento, Mo? dulo de Agendamento, Mo? dulo de Administrac?a~ o, Portal, Contact Center, sistema de Gesta~ o de Documentos e da Base de Conhecimento, sistema de Gesta~ o do Fluxo de Trabalho e sistema de Relato? rios e Ana? lises.
Apo? s a Arquitetura de Refere^ ncia estar definida, esta e? avaliada em dois casos de estudo da Administrac?a~ o Pu? blica Portuguesa: o caso do Alto Comissariado da Migrac?a~ o e o caso do Espac?os Cidada~ o.
O objetivo da avaliac?a~ o realizada em cada caso, e? validar a adequac?a~ o da Arquitectura de Refere^ ncia face a atributos de qualidade especif?icos. Os atributos de qualidade escolhidos na avaliac?a~ o sa~ o: a facilidade de mudanc?a, a facilidade de teste e do alinhamento.
A avaliac?a~ o efectuada nos dois casos de estudo permitiram tambe? m, a identificac?a~ o de um padra~ o arquitectural na Administrac?a~ o Pu? blica Portuguese no dom?inio de CRM, o padra~ o SIGA.
Palavras-chave: CRM, arquitetura de sistemas de informac?a~ o refere^ ncia, sistemas, mo? dulos,
avaliac?a~ o. v
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