Ogrodje za vrednotenje interakcije z naročnikom pri razvoju informacijskih rešitev

ŠTEFANČIČ, MATEJ (author), Vavpotič, Damjan (mentor)

Komunikacija med naročnikom in izvajalcem je ključna za uspeh projektov, ki so povezani z informacijsko tehnologijo. Glavni motiv za izdelavo magistrskega dela je bil pripraviti ogrodje ki bi – še posebej malim podjetjem - pomagal pri določanju in vrednotenju ključnih elementov, oz. stičnih točk, kjer prihaja do interakcije med naročnikom in izvajalcem. Na osnovi literature ter osebnih izkušenj sem izdelal ogrodje s katerim lahko ocenjujemo elemente komunikacije tako pri razvoju informacijskih rešitev za znano stranko kot pri razvoju/vpeljavi na informacijski tehnologiji temelječega izdelka oz. rešitve. V obeh primerih nam ogrodje omogoča, da upoštevamo vidik geografske razpršenosti razvojnih skupin, ki lahko pomembno vpliva na komunikacijo. Ocenjevanje elementov komunikacije temelji na dimenzijah Teorije širjena inovacije ter na Modelu Kano. Elemente, ki smo jih z ogrodjem ocenjevali, smo razdelili v tri skupine in sicer: »odpor«, »veščine in tehnike na področju zajema zahtev, predstavitev in učinkovite komunikacije« ter »geografska razpršenost«. Ogrodje zajema tudi pravila in priporočila za njegovo izvedbo. Skozi študijo primera je bilo ogrodje preverjeno v praksi. Študijo smo izvedli na primeru manjšega podjetja, ki se ukvarja tako z razvojem informacijskih rešitev za točno določene stranke kot z razvojem na informacijski tehnologiji temelječih izdelkov in rešitev. Te izdelke oziroma storitve podjetje trži po celem svetu. Na osnovi ogrodja in njegove uporabe skozi študijo primera, sem prišel do ugotovitev in predlagal morebitne nadaljnje izboljšave. Ključne ugotovitve so: poznavanje elementov komunikacije je predpogoj za izboljšanje komunikacije; ogrodje za analizo pomembno pomaga pri prepoznavanju ključnih elementov komunikacije; tudi najboljša analiza je brezpredmetna, če ji ne sledijo konkretni ukrepi. Ključna slabost trenutnega ogrodja oz. njegove izvedbe je kompleksnost. Na osnovi ugotovitev sem predlagal izboljšave, ki so usmerjene predvsem v poenostavitev izvedbe ogrodja. Praktična uporaba ogrodja v praksi/podjetju je pokazala, da bi brez njega imeli težave že pri pravilni prepoznavi posameznih elementov komunikacije, njihova analiza in medsebojno primerjanje pa je brez ogrodja skoraj nemogoče. Zaradi dokazanih prednosti, ki jih ogrodje prinaša, se je podjetje odločilo, da ga bo tudi v prihodnje uporabljalo za vrednotenje komunikacije s svojimi naročniki.

• Language: Slovenian
• Keywords: ogrodje za ocenjevanje, komunikacija med naročnikom in izvajalcem
• Work type: Master's thesis
• Organization: FRI - Faculty of Computer and Information Science
• Year: 2016
• PID: 20.500.12556/RUL-85020
• Publication date in RUL: 09.09.2016

Secondary language

• Language: English
• Title: Framework for evaluation of customer interaction in information solutions development

Abstract

Communication between customer and supplier is one of key success factors for information technology based projects. Main motive for master thesis was to create draft of a framework which helps – especially small enterprises – to evaluate key elements where interactions between customer and supplier occur. Based on literature overview and personal experience framework for evaluation of customer – supplier interaction/communication was laid down. It supports evaluation of elements of communication in two major cases: Evaluation of Development of IT solutions for known customer and Development/implementation of IT based product/solution. In both cases geographical dispersion component is taken into account as it can have significant influence on communication. Elements of communications are being evaluated based on dimensions defined within Theory of diffusion and Kano model. Elements evaluated with the framework are being divided in the following three main groups: “Resistance”, “Skills and techniques in requirements elicitation, presentation and efficient communication” and “Geographical dispersion”. In addition to its structure (dimension and elements), framework also provides rules and recommendations for its use. Case study technique was used to verify framework. It was conducted in a small firm which develops IT based turnkey solutions for known customers. In addition, company also develops and produces IT based solutions (combination of hardware and software) which are being sold worldwide. Framework definition and its application through case study provided me with material to draw conclusions and recommendations. Main conclusions are: knowing elements of communication is prerequisite for improvement of communication; framework for communication analysis is crucial for identification of key elements; even the best analysis is useless if it is not followed with actions/measures to improve key elements of communication. Major drawback of existing framework is its complexity. Therefore recommendations related to simplification of usage of framework have been made. Case study in a selected company showed, that framework efficiently addresses issues related to identification of relevant elements of communication, while their proper analysis is almost impossible without the framework. Based on that company decided to use framework in the future as a standard tool for evaluation of communication with its customers.

• Keywords: evaluation framework, communication between client and supplier