Open Access. Powered by Scholars. Published by Universities.®
Articles 1 - 1 of 1
Full-Text Articles in Business
Creating Simulation-Based Training Tools For Customer Relationship Management With Service-Oriented Architecture, Jeffrey Guevin
Creating Simulation-Based Training Tools For Customer Relationship Management With Service-Oriented Architecture, Jeffrey Guevin
Master's Theses and Doctoral Dissertations
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 …