Enterprise system integration

Task 1

Housing Office is an organization in Australia that helps and supports low income families to find suitable government subsided houses and manages payment. In order to assess an applicant’s eligibility and determine the rate, the applicant is required to get relevant document documents from Center Link. Now both Housing Office and Center Link want to reduce the amount of time and money spent on hiring staffs that handle applicant inquiries and claims. By allowing applicants to view their own information and work out their eligibility and entitlements, and to request changes and make payment online, they will be able to cut back significantly on the resources spent handling this by staffs in local branches, and mostly importantly help applicants make more informed decisions. The objective is to allow policyholders make decisions based on the housing support policy information stored in the databases in the Housing Office, and applicants’ information stored in the databases in the Center Link. 

 

Suppose an applicant wants to check her housing subsidy eligibility, the types of housing support she can apply, the available housing in her desired area, and the rental. This request would actually need data from multiple disparate back-end systems from Housing Office and Center Link. In this case there is a need to decompose the request into multiple requests to be sent to the different back-end databases applications, gather the information sent back, and assemble this information into the form of a single uniformed response (recompose). 

 

  • Design simple schemas for the housing policies and customer databases and explain what kind of integration technique you will be using. Assume that the back-end databases are relational.
  • Design and draw a tiered EAI system that can handle this situation and the users can get direct access to business applications and data. 
  • Explain how queries are going to be decomposed and replies to be recomposed. You can make necessary assumptions. 

 

 

Task 2  

A customer management system such as the one used by Virgin Mobile in this case study requires effective marketing, sales, and service to customers. The goal is to share a single view of the customer across all touch points and interactions before, during, and after the sales cycle. It is incumbent upon marketing, sales, and service managers to track customer history, interactions, behaviour, and preferences and use this knowledge to build the relationship. Key CRM process steps for customer marketing include”

  • Customer Segmentation
  • Campaign Management
  • Marketing Content Management
  • Customer and Transaction Analysis.

 

Key CRM process steps for customer sales include”

  • Sales Force and Forecast Management,
  • Account Management
  • Opportunity Management
  • Order Management

 

Finally, the customer service includes key CRM process steps for:

  • Service Delivery
  • Inquiry and Service Resolution - Customer Satisfaction - Measurement.

 

The objective of the purposeful customer segmentation process in the customer marketing function of a CRM is to group customers based on their similarities and differences with respect to lifetime value and loyalty, channel preferences and expectations, product/service needs and usage requirements, and demographic profile. Effective customer segmentation provides a range of benefits, including:

  • the ability to pursue the right customers with the right offers
  • identifying and segmenting customers based on their value
  • meeting customers’ service expectations across all channels
  • cross-selling and up-selling customers by knowing their preferences in advance - defining marketing campaigns to target those most likely to buy 

 

You are required to

  • Identify the necessary functions of a simple customer segmentation service (at least three)
  • For each of the above functions, identify the input/output messages
  • Use WSDL interface definition constructs to specify the above identified functions with input/output messages

 

 

 

Task 3 

For the above input/output messages, write their XMLSchemas. You need to include the following:

  • Two different ways of specifying complex types, one is defined inside the element, the other is defining a complex type first, then (re-)use it as a type of an element;
  • Use constraints on the values of a simple typed element, on the occurrence of elements;
  • Pick up one xml schema, construct an xml document 

 

Task 4 

Selling goods using the Internet (eStore) can be represented as a complex set of web-services. Users who want to search and buy goods could use the catalogue web-service to find the right product to purchase; eStore can use FedEx to deliver the goods. Users can choose different payment methods such as paypal, credit cards, etc; and different shipping options. Use WSDL and Workflow to design this eStore selling goods business process. Note: you do not need to provide any detailed specifications of WSDL and workflow, instead you need to draw: the selling goods business process, the possible web services involved, and how they are linked in the workflow process. 

 

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