روش تجزیه و تحلیل شی گرا برای مدیریت ارتباط با مشتری اطلاعات
|کد مقاله||سال انتشار||مقاله انگلیسی||ترجمه فارسی||تعداد کلمات|
|7382||2004||11 صفحه PDF||سفارش دهید||4729 کلمه|
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Publisher : Elsevier - Science Direct (الزویر - ساینس دایرکت)
Journal : Information and Software Technology, Volume 46, Issue 7, June 2004, Pages 433–443
For the advances of Internet technologies in recent years, Electronic Commerce (EC) has gained many attentions as a major theme for enterprises to keep their competitiveness. Amongst all possibly desired endeavors for the EC, research has shown that effective management of customer relationships is a major source for keeping competitive differentiation. Therefore, it is commonly recognized as an important goal for an enterprise to promote its management of customer relationships through a prospect information system on the Internet to achieve the so-called Business-to-Customer EC. In this paper, we propose an object-oriented analysis method for the development of such a Customer Relationship Management Information System (CRMIS). The approach starts from the identification of prospect customers and their desired behaviors under preferable execution environments, and ends with the specification of system—internal objects/entities that collaborate to satisfy these behaviors and environments. The method is a use case driven approach with UML utilized and extended as its tool. To illustrate, the method is applied to an exemplified CRMTS for house agency.
For the advances of Internet technologies in recent years, Electronic Commerce (EC) has gained many attentions as a major theme for enterprises to keep their competitiveness. Amongst all possibly desired endeavors for the EC, research has shown that effective management of customer relationships is a major source for keeping competitive differentiation. Therefore, it is commonly recognized as an important goal for an enterprise to promote its management of customer relationships through a prospect information system on the Internet to achieve the so-called Business-to-Customer EC. Also, as a common recognition, such a Customer Relationship Management Information System (CRMIS) that realizes the B-to-C EC application needs to explicitly capture and manage for prospect customers their desired behaviors under preferable execution environments. In the literature, many discussions related to CRMIS have been presented such as personalization methods , , ,  and  and customer decision support systems  and ; it is therefore no lack of technical solutions about CRMIS. Nonetheless, any thorough analysis and design methods for CRMIS, which may contributively result in the system effectively satisfying the requirements of prospect customers under their preferable execution environments, are still few nowadays; such methods are explicitly needed in that it has well been recognized in the literature that analysis and design are important in developing a computer-based application where analysis plays a more significant role for collecting user requirements about the application domain (e.g., desired behaviors and execution environments of the application)—failure to identify appropriate requirements usually results in late delivery, poor quality, and high maintenance costs. In general, system analysis can be accomplished by using function- ,  and  or data-  and  or object-oriented , ,  and  methods where the development of object-oriented ones is specifically motivated by the drawbacks and problems in the other two kinds: the significant features and benefits of object-oriented techniques such as inheritance of object specifics and information abstraction/hiding in an object would make the system constructed easy to understand, maintain, and reuse. As CRMIS concerns especially its effectiveness on comprehensibility and maintainability for satisfying customers' (often complex but changeable) requirements, it is therefore not uncommon in our knowledge to take advantage of object-oriented techniques for enhanced analysis and design of a CRMIS. Amongst those existing object-oriented methods, the well-known use case driven one in  has already been ascertained by many researches and implementations for its robust process and resultant sound UML ,  and  artifacts. Therefore, in this paper, we propose such a use case driven method that extends UML notations for specifically supporting an enhanced analysis for CRMIS. The approach starts from the identification of prospect customers and their desired behaviors under preferable execution environments; those artifacts identified will be explicitly specified in the use case and activity diagrams adapted from UML. With desired behaviors, the method ends with the specification of system-internal objects/entities that collaborate to satisfy these behaviors. For illustration, the method is applied to an exemplified CRM for house agency. This paper is organized as follows. Section 2 presents our method that results in the creation of four diagrams, including the use case, activity, class, and sequence diagrams. The method is then illustrated in Section 3 by applying it to the analysis and specification of a CRMIS for house agency. Finally, Section 4 has the conclusions and our future work.
نتیجه گیری انگلیسی
In this paper, we extend UML notations with customization and personalization features for constructing a CRMIS. This is useful for alleviating the lack of a comprehensive modeling method for the analysis of a CRMIS that would contributively result in the system effectively satisfying the requirements of prospect customers under their preferable execution environments. Based on CRM concepts, our method focuses on the desired behaviors of customers to emphasize the influence of various client units on the analysis of the system. As a result, the system serves not only in a more general manner kinds of users, but also in a more specific manner specific users of these kinds and their preferable execution environments. In addition, we employ six enhanced concepts to achieve the customization and personalization purposes. In our knowledge, all of these features are critical for an analysis method to make the resultant CRMIS truly satisfy customers' requirements. For illustration, we apply our method to the analysis of search functions for a house agency information system. In fact, not only for this system that is a typical kind of CRMIS, is our method also useful for other kinds of CRMIS. Actually, when analyzing any kinds of CRMIS, our concepts of client unit, customization, and personalization are much helpful for making these systems truly satisfy customers' requirements. Furthermore, although our method is purposed for the analysis of CRMIS, our six concepts result in some extensions on UML diagrams that can actually be used in other application domains like organizational Intranet systems. We will explore next the usability of these concepts and UML-extensions in analyzing such Intranet systems. Finally, based on these concepts, work for analysis is much more robust than any other ways doing before. However, for surviving in the competitive Internet/Intranet environments, promoting the quality of customer services becomes an essential issue. Therefore, it is demandable for analysts to use a more robust analysis way to develop systems that truly satisfy customers' requirements. Our work presents a possible discussion on this need. As our future work, we will continually explore the design work for CRMIS based on the artifacts of our current analysis method. It is common to recognize that in the design phase, system architecture plays a major role where possible communication standards on the Internet must be considerably embedded. These standards may include for example XML  and , SOAP , UDDI , and WSDL  that are used together to provide customers with the so-called Web services from multiple service providers across the Internet. Therefore, in our design work, we will particularly focus on how those (boundary, entity, and control) objects identified in the analysis phase can provide desired behaviors under the Internet environment with these standards embedded.