CURIE: Towards an Ontology and Enterprise Architecture of a CRM Conceptual Model

2022 | Business & Information Systems Engineering | Citations: 0

Authors: Fernández-Cejas, Miguel; Pérez-González, Carlos J.; Roda-García, José L.; Colebrook, Marcos

Abstract: Companies face the challenge of managing customer relationships (CRM) in a conte ... Expand

Abstract: Companies face the challenge of managing customer relationships (CRM) in a context marked by a drastic digital transformation and unbridled evolution of consumer behavior, exacerbated by the COVID-19 pandemic. The customer is more demanding, has access to the global market and interacts with companies through multiple digital channels, such as email, social networks, mobile apps or instant messaging. In this situation, the success of a CRM implementation highly depends on information technology and the applications used. To harmonize this new business context with the development of information systems (IS), a suitable CRM ontology and enterprise architecture (EA) is needed. While an ontology-based conceptual model provides a unifying framework, aids sharing and reusing knowledge, and facilitates communication within a domain, an EA-based model unequivocally describes, analyzes, and visualizes how an organization should operate from the perspective of business, application, and technology. The purpose of the paper is the proposal of CURIE-O, a CRM OntoUML UFO-based ontology, together with CURIE-EA, a CRM ArchiMate-based EA to serve business managers and IS specialists an updated unifying framework of reference in the CRM domain as well as a highly efficient tool to support application development and maintenance in this changing and increasingly digital context. Modeling has proven to be an essential element to achieve high-performance information systems. In order to apply the ontology and the EA proposed here, the authors developed a CRM task management application prototype that was implemented as a case study in a consulting company. The methodology followed was design science research (DSR), in order to design and validate the artifacts. Within the DSR framework, other complementary research methods have been used, in particular literature research, interviews and focus groups carried out with several hotel chains in Tenerife (Canary Islands). The main existing CRM models in the scientific literature have also been analyzed together with the leading CRM market solutions. Collapse

Topics: knowledge representation microservice architecture Kubernetes PostgreSQL database system

Methods: ontological modelling design artifact conceptual modelling design science upper ontology

A Reference Model for Data-Driven Business Model Innovation Initiatives in Incumbent Firms

2022 | European Conference On Information Systems | Citations: 0

Authors: Rashed, Faisal; Drews, Paul; Zaki, Mohamed

Abstract: In the past decade, we have witnessed the rise of big data analytics to a well- ... Expand

Abstract: In the past decade, we have witnessed the rise of big data analytics to a well-established phenomenon in business and academic fields. Novel opportunities appear for organizations to maximize the value from data through improved decision making, enhanced value propositions and new business models. The latter two are investigated by scholars as part of an emerging research field of data-driven business model (DDBM) innovation. Aiming to deploy DDBM innovation, companies start initiatives to either renovate their existing BM or develop a new DDBM. Responding to the recent calls for further research on design knowledge for DDBM innovation, we developed a reference model for DDBM innovation initiatives. Building upon a design science research approach and the Work System Theory as a kernel theory and a set of design principles, we propose a reference model comprising a static and a dynamic view. Our results are based on a research study with empirical insights from 18 companies, 19 cases and 16 expert interviews as well as theoretical grounding from a systematic literature research on key concepts of DDBM innovation. The developed reference model fills a gap mentioned in the DDBM innovation literature and provides practical guidance for companies. Collapse

Topics: innovation management enterprise architecture big data business model TOGAF

Methods: reference modelling qualitative interview design principle kernel theory qualitative coding

Theories: work systems theory

A TOGAF Based Chatbot Evaluation Metrics: Insights from Literature Review

2022 | Americas Conference on Information Systems | Citations: 0

Authors: THIMMANAYAKANAPALYA, Sagarika Suresh; Mulgund, Pavankumar; Sharman, Raj

Abstract: Chatbots have been used for basic conversational functionalities and task perfo ... Expand

Abstract: Chatbots have been used for basic conversational functionalities and task performance in today's world. With the surge in the use of chatbots, several design features have emerged to cater to its rising demands and increasing complexity. Researchers have grappled with the issues of modeling and evaluating these tools because of the vast number of metrics associated with their measure of successful. This paper conducted a literature survey to identify the various conversational metrics used to evaluate chatbots. The selected evaluation metrics were mapped to the various layers of The Open Group Architecture Framework (TOGAF) architecture. TOGAF architecture helped us divide the metrics based on the various facets critical to developing successful chatbot applications. Our results show that the metrics related to the business layer have been well studied. However, metrics associated with the data, information, and system layers warrant more research. As chatbots become more complex, success metrics across the intermediate layers may assume greater significance. Collapse

Topics: TOGAF enterprise architecture conversational agent database system

Methods: chatbot literature study literature sample data modeling computational algorithm

Unraveling Privacy Concerns in Complex Data Ecosystems with Architectural Thinking

2021 | International Conference on Information Systems | Citations: 0

Authors: Burmeister, Fabian; Kurtz, Christian; Vogel, Pascal; Drews, Paul; Schirmer, Ingrid

Abstract: Privacy violations increasingly result from personal-data processing by a convo ... Expand

Abstract: Privacy violations increasingly result from personal-data processing by a convoluted set of actors that collaborate in complex data ecosystems. These data ecosystems comprise numerous socio-technical elements and relations, and their opacity often obscures the manifold reasons for privacy violations. Therefore, researchers and practitioners call for systematic approaches that allow for decomposing data ecosystems in order to receive transparency about the opaque data flows and processing mechanisms across actors. This paper positions architectural thinking as a reasonable means for this need. By collecting key privacy concerns of business and regulatory stakeholders and developing a corresponding data ecosystem architecture meta-model, we provide first steps for extending the scope of architectural thinking to the privacy context. Our results are based on a mixed methods approach, which triangulates data received from a multiple case study of privacy scandals and from 14 expert interviews. Collapse

Topics: privacy digital ecosystem information privacy concern mobile application database system

Methods: metamodel design science qualitative interview case study archival research

THE EFFECTS OF STANDARDIZATION ON IS ARCHITECTURE COMPLEXITY

2021 | European Conference On Information Systems | Citations: 0

Authors: Jochemsen, Erik; Hooff, Bart van den; Plomp, Marijn; Mehrizi, Mohammad Rezazade; Derks, Lotte

Abstract: Organizations face increasing complexity in their Information Systems (IS), whi ... Expand

Abstract: Organizations face increasing complexity in their Information Systems (IS), which have many different components and interactions. Standardization of IS seeks to reduce the variety of components and is expected to reduce IS complexity. From a static and structural perspective, this seems logical, but what are the effects of IS standardization if we consider the dynamic character of IS complexity? We analyze two comparable cases to examine the effects of IS standardization in reducing IS complexity. Our study shows that standardization within the infrastructure of the technology layer can be an effective intervention to reduce IS complexity. Yet, it can also cause new types of complexity. The findings suggest that the level of decoupling between the components of the system is important and that an incremental standardization approach supports the process of understanding the emergent behavior of (complex) systems during standardization. Collapse

Topics: information systems standardization enterprise architecture user interface usability TOGAF

Methods: qualitative interview case study longitudinal research personal interview time series analysis

Roles of Different Artifacts in Enterprise Architecture Practice: An Exploratory Study

2020 | International Conference on Information Systems | Citations: 3

Authors: Kotusev, Svyatoslav; Kurnia, Sherah; Dilnutt, Rod

Abstract: Enterprise architecture (EA) is a description of an enterprise from an integrate ... Expand

Abstract: Enterprise architecture (EA) is a description of an enterprise from an integrated business and IT perspective consisting of multiple diverse documents, or artifacts. However, the existing EA literature does not offer any comprehensive theories explaining the practical usage and roles of individual EA artifacts constituting EA. To address this gap, based on five case studies of established EA practices and confirmatory interviews with ten EA experts, we develop a descriptive theory explaining the roles of different EA artifacts in an EA practice. The resulting theory articulates six general types of EA artifacts (Considerations, Designs, Landscapes, Outlines, Standards and Visions) and explains their type-specific practical roles, including their informational contents, typical usage scenarios and ensuing organizational benefits. This paper presents the first available theory describing the usage of EA artifacts in organizations and suggests that EA scholars should switch their focus from studying EA in general to studying individual EA artifacts. Collapse

Topics: enterprise architecture IT manager TOGAF IT workforce

Methods: qualitative interview qualitative coding grounded theory case study personal interview

JACK-OF-ALL-TRADES TORN APART: SKILLS AND COMPETENCES OF AN ENTERPRISE ARCHITECT

2020 | European Conference On Information Systems | Citations: 0

Authors: Ylinen, Maija; Pekkola, Samuli

Abstract: Enterprise architecture (EA) is used to improve business-IT alignment. In order ... Expand

Abstract: Enterprise architecture (EA) is used to improve business-IT alignment. In order to achieve this, the organizations need skilled and competent work-force, namely enterprise architects. However, EA is a management approach without a commonly agreed definition or scope. This makes the education and recruitment of enterprise architects ambiguous and elusive. Even though the enterprise architects often operate in IT department, their job description can significantly differ from other IS professionals. Therefore, EA roles or skills and competences cannot be extrapolated solely from IT/IS discipline or literature, but more domain specific understanding is needed. Yet this is not studied comprehensively. Some frameworks exist where enterprise architects are described as jack-of-all-trades but they provide very little understanding about what type of skills should be emphasized and in what type of EA work. In this Delphi study, we elucidate these shortages by identifying different approaches of EA work and by providing a list of most important skills for an enterprise architect. The skill list shows that the enterprise architect position themselves in the intersection of social and technical communities. This indicates that although different EA domains emphasise different skills, the main defining factor of EA skills is the capability to operate in a sociotechnical playground. Collapse

Topics: TOGAF enterprise architecture

Methods: survey delphi study

How field-level institutions become a part of organizations: A study of enterprise architecture as a tool for institutional change

2019 | Information and Organization | Citations: 0

Authors: Levy, Matthew; Bui, Quang (Neo)

Abstract: Heeding recent calls for more studies on micro-practices and institutional chang ... Expand

Abstract: Heeding recent calls for more studies on micro-practices and institutional change, this study reports a collaborative case study to elucidate the micro-practices and legitimating strategies that make field-level institutions a part of organizations. Building on institutional theories and using Enterprise Architecture (EA) as an example of field-level institutions, the study explores how two distinct organizations adopted EA, the impediments they experienced, and the strategies used to make EA an acceptable part of organizations. The findings suggest three change mechanisms that enact field-level institutions in organizations: the creation of shared spaces for knowledge exchange between organization members, the importance of role shifting within shared spaces to effectively engage with other organization members, and the need for lexical shifts in communication to better resonate with users. The findings deepen our understanding of institutional elements that impede change, as well as the legitimating strategies that enact field-level institutions. Collapse

Topics: digital innovation website information exchange TOGAF information system use

Methods: qualitative interview theory development archival research case study theoretical contribution

Theories: institutional theory organizational theory

Let’s Get in Touch - Decision Making about Enterprise Architecture Using 3D Visualization in Augmented Reality

2019 | HICSS | Citations: 0

Authors: Rehring, Kevin; Greulich, Malte; Bredenfeld, Laurenz; Ahlemann, Frederik

Abstract: Making informed decisions about historically grown and often complex business an ... Expand

Abstract: Making informed decisions about historically grown and often complex business and Information Technology (IT) landscapes can be particularly difficult. Enterprise Architecture Management (EAM) addresses this issue by enabling stakeholders to base their decisions on relevant information about the organization’s current and future Enterprise Architectures (EAs). However, visualization of EA is often confronted with low usefulness perceptions. Informed by the cognitive fit theory (CFT), we argue that decision-makers benefit from interacting with EA visualizations using Augmented Reality (AR), because it enables a consistent task-related mental representation based on the natural use of decision-makers’ visualspatial abilities. The goal of this paper is to demonstrate ARs suitability for EA-related decision-making. We follow the design science research (DSR) approach to develop and evaluate an AR head-mounted display (HMD) prototype, using the Microsoft HoloLens. Our results suggest that EA-related decision-making can profit from applying AR, but users find the handling of the HMD device cumbersome. Collapse

Topics: decision making smart device smart glass problem solving augmented reality

Methods: design artifact design science applicability check qualitative interview personal interview

Theories: cognitive fit theory theory of task technology fit

CONCEPTUALIZING EA CITIES: TOWARDS VISUALIZING ENTERPRISE ARCHITECTURES AS CITIES

2019 | European Conference On Information Systems | Citations: 0

Authors: Rehring, Kevin; BrÃ, Tim

Abstract: Enterprise Architectures (EAs) are commonly visualized in the form of text, numb ... Expand

Abstract: Enterprise Architectures (EAs) are commonly visualized in the form of text, numbers, tables, graphs, models, and diagrams. These information visualization types are used to describe EAs in today’s organizations, but often lack an intuitive representation. In this paper, we provide another form of EA visualization utilizing the city metaphor. This spatial metaphor is suitable for visualizing complex information structures and potentially facilitates easy understanding of EAs, especially for non-IT staff. Based on a literature review and three rounds of open card sorting, we mapped eleven classes of EA objects to city elements. Our results enabled us to develop a formal language that allows an implementable and human-readable specification of various views, which we call EA City. We created an early stage 3D EA City prototype to demonstrate its applicability. Our model provides a solid foundation for further work on the city metaphor in the context of EA visualization. Collapse

Topics: TOGAF enterprise architecture declarative language internet technology data visualization

Methods: card sorting design artifact literature study design science metamodel