Requirements Elicitation with a Service Canvas for Packaged Enterprise Systems

We present a technique for eliciting requirements based on the use of a service canvas and the results of its application in the early phase of a customer relationship management integration project. The project was a collaboration between a research group and two industry partners. We describe (1) our service canvas, (2) how we designed a set of workshops to elicit the requirements, (3) the support tools used for running the workshops, and (4) the resulting canvas, listing the customer relationship management requirements, that was the basis for the project proposal. We explain how, as participant observers, we conducted the project and how we collected and analyzed the data. We describe what worked well and the lessons we learned. We outline some practical problems that remain unsolved.

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Gil Regev, Alain Wegmann, Blagovesta Hristova Pirelli, Lucien Alexandre Etzlinger
2019
Conference paper

Abstract

Official source

https://infoscience.epfl.ch/record/273184?ln=en

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Related concepts (4)

Customer relationship management

Customer relationship management (CRM) is a process in which a business or other organization administers its interactions with customers, typically using data analysis to study large amounts of information. CRM systems compile data from a range of different communication channels, including a company's website, telephone (which many softwares come with a softphone), email, live chat, marketing materials and more recently, social media.

Requirement

In product development and process optimization, a requirement is a singular documented physical or functional need that a particular design, product or process aims to satisfy. It is commonly used in a formal sense in engineering design, including for example in systems engineering, software engineering, or enterprise engineering. It is a broad concept that could speak to any necessary (or sometimes desired) function, attribute, capability, characteristic, or quality of a system for it to have value and utility to a customer, organization, internal user, or other stakeholder.

Project

A project is any undertaking, carried out individually or collaboratively and possibly involving research or design, that is carefully planned to achieve a particular goal. An alternative view sees a project managerially as a sequence of events: a "set of interrelated tasks to be executed over a fixed period and within certain cost and other limitations". A project may be a temporary (rather than a permanent) social system (work system), possibly staffed by teams (within or across organizations) to accomplish particular tasks under time constraints.