Exploring CRM systems and the Non-functional development aspects through ANT
Author
Yaghoubi, Pourya
Term
4. term
Publication year
2015
Submitted on
2015-10-14
Pages
58
Abstract
Dette speciale undersøger kundestyringssystemer, bedre kendt som CRM (Customer Relationship Management), og hvorfor udvikling af sådanne systemer ofte mislykkes og bliver dyrt for organisationer. Et centralt fokus er ikke-funktionelle krav (NFR, Non-Functional Requirements) – systemets egenskaber som ydeevne, sikkerhed og brugervenlighed, i modsætning til de konkrete funktioner. En gennemgang af litteraturen viste, at NFR ikke omtales i forbindelse med CRM-udvikling. Det kan være problematisk, da opmærksomhed på NFR har givet gode resultater inden for andre områder af informations- og kommunikationsteknologi (IKT). Specialets mål er at bygge bro mellem CRM-udvikling og NFR-metoder, så erfaringerne fra NFR kan udnyttes i CRM-projekter. Der præsenteres desuden en hypotese om skjulte ikke-funktionelle krav (HNFR, Hidden Non-Functional Requirements) – krav, som påvirker projektets succes, men som ikke formuleres eksplicit. Dele af analysen anvender metoder fra Aktør-Netværks-teori (ANT) til at belyse, hvordan mennesker, teknologier og organisatoriske forhold sammen former krav og løsninger.
This thesis examines customer relationship management systems (CRM) and why developing them often fails and becomes costly for organizations. The core focus is on non-functional requirements (NFR) — the qualities of a system, such as performance, security, and usability, as opposed to specific features. A review of the literature found that NFR are not discussed in relation to CRM development. This may be problematic, because attention to NFR has delivered good results in other areas of information and communication technology (ICT). The thesis aims to bridge CRM development and NFR methods so that lessons from NFR can be applied to CRM projects. It also presents a hypothesis about hidden non-functional requirements (HNFR) — requirements that influence project success but are not stated explicitly. Parts of the analysis use methods from Actor-Network Theory (ANT) to explore how people, technologies, and organizational factors together shape requirements and solutions.
[This abstract was generated with the help of AI]
Keywords
NFR ; CRM ; Actor-Network Theory ; HNFR
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