Simulation-based training offers significant benefits for employee education, but many software packages do not offer tools that can easily accommodate this type of training. This paper argues that the use of Service-Oriented Architecture can make it possible to create software-assisted simulated business environments as a method of training employees. I present the advantages and challenges of simulation as a training paradigm. I then discuss the obstacles to the creation of simulations for CRM training and offer web services as a possible solution. I describe in detail a software application that makes use of the web services interface of a CRM system. This project successfully demonstrates that web services can enable the use of simulation-based training when software does not directly include such tools.
","abstract_html":"<p>Simulation-based training offers significant benefits for employee education, but many software packages do not offer tools that can easily accommodate this type of training. This paper argues that the use of Service-Oriented Architecture can make it possible to create software-assisted simulated business environments as a method of training employees. I present the advantages and challenges of simulation as a training paradigm. I then discuss the obstacles to the creation of simulations for CRM training and offer web services as a possible solution. I describe in detail a software application that makes use of the web services interface of a CRM system. This project successfully demonstrates that web services can enable the use of simulation-based training when software does not directly include such tools.</p>","abstract_has_math":false,"creators":["Guevin, Jeffrey"],"institution":null,"degree_name":"Master of Science (MS)","degree_level":"Open Access Thesis","degree_discipline":"Computer Information Systems","degree_department":null,"school":null,"contributors":["Stevan Mrdalj, PhD, Chair","David Dobrzykowski, PhD"],"advisors":[],"committee_chairs":[],"committee_members":[],"year":2011,"date_issued":"2011-01-01T08:00:00Z","date_published":"2011-01-01T08:00:00Z","updated_at":"2026-07-24T02:16:44Z","subjects":["customer relationship management","simulation","service-oriented architecture","web services","Technology and Innovation"],"languages":[],"rights":[],"rights_urls":[],"identifier_entries":[]},"links":{"outbound_url":"https://commons.emich.edu/theses/344","outbound_label":"Repository record","outbound_source":"dc:identifier"},"metadata_groups":[{"id":"people","label":"People","entries":[{"key":"dc:contributor","label":"Contributor","values":["Stevan Mrdalj, PhD, Chair","David Dobrzykowski, PhD"]},{"key":"dc:creator","label":"Author","values":["Guevin, Jeffrey"]}]},{"id":"academic_context","label":"Academic Context","entries":[{"key":"dc:date.available","label":"Dc Date Available","values":["2011-09-23T07:00:00Z"]},{"key":"thesis:degree_discipline","label":"Discipline","values":["Computer Information Systems"]},{"key":"thesis:degree_level","label":"Degree Level","values":["Open Access Thesis"]},{"key":"thesis:degree_name","label":"Degree Name","values":["Master of Science (MS)"]}]},{"id":"subjects_keywords","label":"Subjects and Keywords","entries":[{"key":"dc:subject","label":"Dc Subject","values":["customer relationship management","simulation","service-oriented architecture","web services","Technology and Innovation"]}]},{"id":"identifiers","label":"Identifiers","entries":[{"key":"dc:identifier","label":"Identifier","values":["https://commons.emich.edu/theses/344"]}]},{"id":"additional","label":"Additional Metadata","entries":[{"key":"dc:description.abstract","label":"Abstract","values":["Simulation-based training offers significant benefits for employee education, but many software packages do not offer tools that can easily accommodate this type of training. This paper argues that the use of Service-Oriented Architecture can make it possible to create software-assisted simulated business environments as a method of training employees. I present the advantages and challenges of simulation as a training paradigm. I then discuss the obstacles to the creation of simulations for CRM training and offer web services as a possible solution. I describe in detail a software application that makes use of the web services interface of a CRM system. This project successfully demonstrates that web services can enable the use of simulation-based training when software does not directly include such tools.
"]},{"key":"dc:title","label":"Title","values":["Creating simulation-based training tools for customer relationship management with service-oriented architecture"]}]}],"canonical_facts":{"dc:contributor":["Stevan Mrdalj, PhD, Chair","David Dobrzykowski, PhD"],"dc:creator":["Guevin, Jeffrey"],"dc:date.available":["2011-09-23T07:00:00Z"],"dc:description.abstract":["Simulation-based training offers significant benefits for employee education, but many software packages do not offer tools that can easily accommodate this type of training. This paper argues that the use of Service-Oriented Architecture can make it possible to create software-assisted simulated business environments as a method of training employees. I present the advantages and challenges of simulation as a training paradigm. I then discuss the obstacles to the creation of simulations for CRM training and offer web services as a possible solution. I describe in detail a software application that makes use of the web services interface of a CRM system. This project successfully demonstrates that web services can enable the use of simulation-based training when software does not directly include such tools.
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