Creating simulation-based training tools for customer relationship management with service-oriented architecture

<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>

Name thesis:degree_name

Master of Science (MS)

Level thesis:degree_level

Open Access Thesis

Discipline thesis:degree_discipline

Computer Information Systems

Year dc:date.available

2011

Author dc:creator

• Guevin, Jeffrey

Contributors dc:contributor

• Stevan Mrdalj, PhD, Chair
• David Dobrzykowski, PhD

• customer relationship management
• simulation
• service-oriented architecture
• web services
• Technology and Innovation

Repository record dc:identifier

https://commons.emich.edu/theses/344

OAI identifier oai:identifier

oai:commons.emich.edu:theses-1344