SOA雲端運算服務應用於資訊服務提供（ISP）產業CRM探討之研究

由於美國財政懸崖、歐洲債務危機、日本經濟增長乏力，中國經濟持續下滑，導致世界經濟繼續緊縮，面臨整理大環境經濟不景氣下，企業在選擇資訊服務時應該會選擇成本支出比較少的方案。且目前資訊服務提供產業最新興的服務是雲端服務，並依據SOA雲端服務運算，則可以依企業需求進行系統整合和客製化服務需求，並能縮短開發和佈署時間，也可以彈性擴充調整需求環境，可應因減少IT相關服務成本。　　而且因為企業的流動性和業務連續性，IT市場正在向小型和中小型企業推動使用，企業獲利來源是來自顧客，如何提升服務品質、增加客戶滿意度、提升企業營收。在世界潮流變動環境下，市場趨向飽和，競爭激烈，公司需要不斷的創新、發展，才可符合時代潮流需求。因此如何運用資訊科技突破經營瓶頸和獲取競爭優勢的策略性工具，為企業營運決策者必需思考的重要課題。　　顧客關係管理主要目的，在於管理公司與現有客戶或潛在客戶之間的關係，以增進客戶關係來提升客戶滿意度，可掌握先機與需求進而提升銷售效率、改善顧客合作互動關係、提升產品設計與服務品質、有效提升企業的競爭優勢。本研究以近年IT提出的概念雲端運算服務結合服務導向架構，藉由文獻探討發現雲端運算服務架構及協同服務導向架構，可保持企業彈性，降低系統建置成本與節省維護成本。建置雛型系統以實際環境驗證顧客關係管理系統在服務導向架構結合雲端運算服務應用於資訊服務提供(Information Service Provider Industry, ISP)產業的成效。　　最後本研究希望能藉此探討的過程建構一個以服務導向架構以設計理念，以雲端運算服務為實體呈現的資訊技術基礎平台，並驗證雲端運算服務及服務導向架構能讓資訊系統具隨選隨需的靈活性，而在不同產業、不同系統別的資訊系統都能應用於此特性提升支援企業營運能力的成果。

關鍵字

顧客關係管理；服務導向架構；資訊服務；雲端運算；企業流程管理

並列摘要

As the U.S. fiscal cliff, the European debt crisis, Japan's weak economic growth and China's economy continues to decline, leading to the world economy continues to tighten, environment facing an economic downturn, companies in the information services should be the choice of selecting the program costs less. And currently provides information services industry's newest service is a cloud services and SOA based cloud computing services, systems integration and can be customized services according to the needs of business needs, and can reduce development and deployment time, you can also adjust the elastic expansion demand environment, may be due to reduced IT-related service costs. 　　Because enterprise mobility and business continuity, IT market is to promote the use of small and medium-sized businesses, the source of corporate profits from customers, how to improve service quality, increase customer satisfaction, enhance revenue. Changes in the trend of the world environment, the market is becoming saturated, intense competition, companies need constant innovation, development, and in order to meet the needs of the times. Therefore, how to use information technology to break through the bottleneck of operations and strategic tool to gain competitive advantage. IT’s enterprises operating decision maker must be an important issue to think about.. 　　Finally, the course of this study hope to explore the construction of a service-oriented architecture to design. Cloud computing services for information technology-based platform. Verify that cloud computing services and service-oriented architecture enables information systems with the flexibility of on-demand Demand. In different industries, different systems can be applied to other information systems support this feature to enhance the results of business operations capabilities.

並列關鍵字

Customer Relationship Management ； Information Service ； Service Oriented Architecture ； Business Process Management ； Cloud computing

參考文獻

Alavi, M. (1984). ASSESSMENT OF THE PROTOTYPING APPROACH TO INFORMATION SYSTEMS DEVELOPMENT. Communications of the ACM, 27(6), 556-563. doi: 10.1145/358080.358095

Anil, B. (1999). Customer Relationship Management. toolbox Portal for CRM.

Carter, S. (2007). The new language of business: SOA & Web 2.0: Pearson Education.

Huhns, M., & Singh, M. P. (2005). Service-oriented computing: Key concepts and principles. IEEE Internet Computing, 9(1), 75-81.

Kalakota, R., & Robinson, M. (2001). E-business 2.0: Roadmap for Success: Addison-Wesley Professional.

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SOA雲端運算服務應用於資訊服務提供（ISP）產業CRM探討之研究

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