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In recent years, the interest on research in Customer Relationship Management (CRM) systems has grown notoriously. Many authors have made individual proposals of interesting topics to be researched around CRM systems, but no overarching research agenda has yet been proposed. Based upon a recent research literature review that we have undertaken, which includes several real case studies conducted in order to learn from CRM experience within specific companies and industries, we propose and detail what appears to be a natural CRM Systems Life-cycle. Although a more focussed cycle has been mentioned for CRM systems implementations, we propose and define in detail a CRM Systems Life-cycle which covers other phases preceding and following implementation. We believe that such a well-defined cycle may help in future proposals of research agendas around CRM systems, as well as in the contextualization of more specific research themes.

The importance of Action Research in Information Systems Qualitative Research has been stated by several researchers. But also several problems had been reported. To address these problems, the Information Systems community has raised the need to have frameworks that allow to take advantage and to facilitate the use of Action Research as a more valid research method, while at the same time trying to overcome the lack of rigor of some of its applications. Project management (PM) was proposed in a first research report at LSI-99-54-R by the authors to address the reported problems in Information Systems Action Research (IS-AR). Without losing the interpretative nature of IS-AR, project management provides good and consolidated practices to help the researcher to avoid diminish and/or solve IS-AR problems. Thus, the goal with this approach is to improve the use of IS-AR through consolidated PM practices. The results related for this goal are a maturity model for IS-AR and a user's guide of IS-AR both under the project management approach. In this sense, this document shows such maturity model and the process followed to obtain it. We relate the proficiency levels for Action Research with the competence levels of the project management maturity models. Thus we obtain five IS-AR maturity levels: novice, basic, organized, managed and adaptive. Next, we leverage IS-AR practices with the IS-AR maturity levels. In this last step, we use Bloom's taxonomy and Ramirez et al. educational congruence model.

Action research is a qualitative research method with several weaknesses when it is used in Information Systems. In order to improve action research in Information Systems, in this paper we address these weaknesses with consolidated results from the project management discipline. We illustrate this proposal along two main aspects: on one side, with a retrospective analysis of a set of problems reported in a published case; and, on other side, by discussing the relationship of our proposal with the interdisciplinary work involved in an Information Systems action research project.

This work presents the context and the contents of the Qualitative Research in Information Systems. The context is obtained and presented analyzing four perspectives that allow to locate interest areas in the study of Information Systems and their relationships with people. The perspectives are: historical, etymological, one of projects, and organizational. With these perspectives contents within Qualitative Research in Information Systems are described, as well as their domain and some guiding open questions. La Investigación Cualitativa en Sistemas de Información durante los últimos años se ha caracterizado por utilizar un conjunto variado de métodos de investigación. Uno de ellos es el denominado método "Grounded Theory". Dada la importancia y utilidad de sus recientes aplicaciones en Sistemas de Información, y la falta de documentación adecuada que potencie y facilite su uso, presentamos este documento como una guía preliminar del método "Grounded Theory", especialmente pensada para los investigadores noveles en este método.

During the last years the community of Information Systems researchers has been using the Qualitative Research to study several problems of information systems. However, the lack of Information Systems Qualitative Research literature difficulties the initial entrance and comprehension by Information Systems novel researchers. In this sense, this paper presents and analyses Qualitative Research and the sense that it acquires as well as its consequences on Information Systems. Several reflections have been obtained from this work. The contribution of the study is to offer a window to Qualitative Research and that helps to understand it in the context of the Information Systems discipline. Durante los últimos años la comunidad de investigadores en Sistemas de Información ha estado empleando la Investigación Cualitativa para estudiar diversos problemas de sistemas de información. Sin embargo, la falta de literatura adecuada sobre Investigación Cualitativa en Sistemas de Información dificulta su comprensión para investigadores noveles de Sistemas de Información. En este sentido, este trabajo analiza el significado de la Investigación Cualitativa y, el sentido que adquiere y sus consecuencias en Sistemas de Información. El resultado del trabajo previo ha conducido a un conjunto de reflexiones. La contribución del estudio es ofrecer una ventana hacia la Investigación Cualitativa que permita comprenderla en la disciplina de Sistemas de Información.

This paper presents the structure of an Information Systems Action-Research project. For doing so, it takes into consideration, on one side, the nature of projects that are involved in Information Systems research, and on the other side, the bi-cycle of Action-Research. This configures the project structure of Information Systems Action-Research with a cycle of research management and another cycle of solution construction. The contributions of the work are: (1) to shape an Action-Research project structure adapted for the peculiarities that Information Systems research imposes; and, (2) to reflect on the contact points between the professional practice and the research practice and, in order to clarify the possibilities and limitations arisen as the worlds of theory and practice meet, when Action-Research is used in Information Systems Este trabajo presenta la estructura de un proyecto de Investigación-Acción en Sistemas de Información, tomando en consideración, por una parte, la naturaleza de los proyectos involucrados en la investigación de Sistemas de Información y el bi-ciclo de Investigación-Acción. Esto configura la estructura del proyecto de Investigación-Acción en Sistemas de Información con un ciclo de gestión de la investigación y otro de construcción de la solución. Las aportaciones del trabajo son: (1) delinear una estructura de proyecto de Investigación-Acción adecuada a las peculiaridades que impone la investigación en Sistemas de Información; y, (2) reflexionar sobre los puntos de contacto entre la práctica profesional y la práctica de investigación y ayudando a clarificar las posibilidades y limitaciones del acercamiento entre el mundo de la teoría (academia) y el mundo de la práctica, cuando Investigación-Acción se usa en Sistemas de Información.

Action-Research is considered an adequate method for Information Systems research. However, several problems have been raised in its applications. This work proposes that, in great measure, such problems can be dealt with by analyzing and ordering the realm of Action-Research on the base of the philosophical assumptions used in the description of the perspectives: rhetorical, epistemological, axiological, ontological and methodological. The obtained results reexposes Information Systems Action-Research and, also, it serves as base for its more adequate and less problematic application. Systems. Investigación-Acción es un método de investigación cualitativa cada vez más usado en investigación de Sistemas de Información. Este trabajo analiza Investigación-Acción como un paradigma. De tal manera, se presenta Investigación-Acción sobre la base de los supuestos filosóficos utilizados en la descripción de los paradigmas de investigación: retórico, epistemológico, axiológico, ontológico y metodológico. El objetivo de la propuesta consiste en formalizar Investigación-Acción bajo parámetros básicos que ayuden a comprender el alcance de sus variantes. Esto también permite la introducción de la noción de Proyecto de Investigación-Acción en el ámbito de Sistemas de Información.

Despite the growing interest of ERP area, publications on these systems within the academic information systems community, as reflected by contributions to in ternational conferences and journals is only emerging. The goal of this study i s to provide an annotated bibliography of the ERP publications published in the main Information Systems conferences and journals, and categorizing them throu gh an ERP life-cycle based framework that is structured in phases. The phases a re the different stages of an ERP system life-cycle within an organization

Qualitative Research in Information Systems include a set of work research classified in categories. One of these categories, and distinctive of Qualitative Research in Information Systems corresponds to Mode of Analysis. This category requires from the researcher a deep epistemologic change. This work considers both the meaning of starting the use of the mode and, as well as the characteristics of the components of this category, all under an Information Systems approach. La Investigació Qualitativa en Sistemes d'Informació comprén una serie d'instruments de recerca classificats en categories. Una d'aquestes categories, especialment diferenciada per la Investigació Qualitativa en Sistemes d'Informació, correspon a la anomenada Mode d'Analisis de Dades. Aquesta categoria requereix del recercaire un significatiu canvi epistemolòogic. Aquest treball considera tant el canvi implicat en l'investigador quan utilitza el mode d'anàlisi com les caracteristiques dels seus components. La Investigación Cualitativa en Sistemas de Información comprende una serie de instrumentos de investigación clasificados en categorías. Una de esas categorías, especialmente diferenciada para la Investigación Cualitativa en Sistemas de Información, corresponde a la llamada Modo de Análisis de Datos. Esta categoría que requiere del investigador un profundo cambio epistemológico. Este trabajo considera tanto el cambio implicado en el investigador al usar el modo de análisis como las características de sus componentes, todo bajo el enfoque de Sistemas de Información.

During the last years Qualitative Research had achieved a space within the Information Systems field, due to the efforts of diverse in-vestigators in using research instruments coming from the Social Sci-ences and applying them to Information Systems problems. Usage of these instruments requires to know their variety and utility, which has been tried with efforts of organising that knowledge in classifications that relate them and describe them. These classifications are found both in Social Sciences as well as the Information Systems field. This work presents the organisation of those instruments, as a recopilatory and intensive work describing the theoretical part of those instruments integrated with their applications in Information Systems.

Action Research has already been recognized as a qualitative research method by researchers of the information systems community. Nevertheless, Action Research, for reasons of definition and evolution, as well as for its nature, compounds a diversity of variants. This situation has created today the need to give more clarity to the utility of the variants in the context of the problems susceptible of being approached from the perspective of the investigation and of the action. This work begins the road towards that ultimate goal, fixing in this document the essential features of an investigation based on Action Research oriented to information systems problems. Investigación-Acción (‘Action Research’) ha conseguido ser hoy en día un método de investigación cualitativo reconocido en la comunidad de investigadores en sistemas de información. No obstante, Investigación-Acción, por motivos de definición y de evolución, así como por su naturaleza, posee una diversidad de variantes. Esta situación ha planteado hoy en día la necesidad de dar mayor claridad a la utilidad de ellas en el contexto de los problemas susceptibles de ser abordados desde la perspectiva de la investigación y de la acción. Este trabajo inicia el camino hacia ese objetivo último, fijando en este documento los rasgos esenciales de una investigación basada en Investigación-Acción orientada a problemas en Sistemas de Información. Recerca-Acció (‘Action-Research’) ès avui per avui un mètode de recerca qualitativa reconegut dins la comunitat de Sistems d’Informaciò. No obstant aixó, Recerca-Acció per motius de definició, de naturalesa y d’evolució, poseeix una diversitat de variants. Aquesta situació ha plantejat en l’actualitat la necessitat d’aclarir millor l’utilitat d’aquestes variantes en el context dels problemes susceptibles d’esser abordats des de la perspectiva de la recera i de l’acció. Aquest treball inicia el camí vers aquest objectiu final, fixant en aquest document els trets essencials d’una investigació bassada en Recerca-Acció orientada a problemes de Sistems d’Informació

This work presents the context and the contents of the Qualitative Research in Information Systems. The context is obtained and presented analyzing four perspectives that allow to locate interest areas in the study of Information Systems and their relationships with people. The perspectives are: historical, etymological, one of projects, and organizational. With these perspectives contents within Qualitative Research in Information Systems are described, as well as their domain and some guiding open questions.

In the IS area, methods have been focused mostly on IS development and less on its acquisition. In this last issue, we can find simple methods which give generic advises or series of steps on the acquisition of software, hardware and related services and, on the other hand, some very complex methods, as the Euromethod.

Durant les últimes dues dècades els sistemes d'informació han irromput de forma massiva a les empreses en tots els seus àmbits. Aquests sistemes busquen ajudar a les empreses, però hi ha sistemes d'informació que van més enllà d'una simple aplicació que millorarà els beneficis de l'empresa per art de màgia, com és el cas dels CRM. Els estudis elaborats mostren que les implementacions d'aquests sistemes tenen una taxa de fallida de fins a un 70%, la qual cosa resulta preocupant i inversemblant. Un podria pensar que tot és a causa de males implementacions o mals sistemes, però si estirem una mica més del fil ens trobarem que un 71% de les causes de fallida corresponen a factors organitzacionals i de gestió, és a dir problemes completament aïllats del sistema en si. Aquest TFG proposa un estudi de la situació i dels diferents factors organitzacionals que tenen un impacte directe en la implementació d'un sistema CRM, així com el desenvolupament d'una aplicació que ajudi a realitzar un seguiment i un estudi d'aquests factors. Over the last two decades, information systems have massively disrupted companies in all their fields. These systems seek to help companies, but there are information systems that go beyond a simple application that will improve the company's profits by magic, as is the case with CRMs. Studies have shown that the implementations of these systems have a failure rate of up to 70%, which is worrying and unlikely. One might think that it is all due to bad implementations or bad systems, but if we pull a little bit more of the thread, we will find that 71% of the causes of failure correspond to organizational and management factors, which are problems completely isolated to the system. This TFG proposes a study of the situation and of the various organizational factors that have a direct impact on the implementation of a CRM system, as well as the development of an application that helps to monitor and study these factors.

En aquest projecte es descriuran i es detallaran totes les millores relacionades amb els mòduls de gestió de processos de negoci (BPM) i els fluxos destinats a les Ordres de Treball (unitats lògiques per descriure tasques de manteniment i reparació). S'explicarà com era la situació inicial i el seu context, les decisions que es van prendre per dissenyar els canvis, el roadmap que se seguirà per realitzar les millores, el disseny i l'especificació, el procés d'implantació per tot l'equip i finalment els jocs de proves i els tests que es van utilitzar per validar la solució. This project will describe and detail all the improvements related to the business process management (BPM) modules and the workflows for the Work Orders (logical units to describe maintenance and repair tasks). It will explain the initial situation and its context, the decisions taken to design the changes, the roadmap that will be followed to make the improvements, the design and specification, the implementation process and finally the test sets and tests that were used to validate the solution.

Aquest treball de final de grau té com a objectiu demostrar l'aplicació dels Models Conceptuals Deductius a través de la combinació de blockchain i bases de dades relacionals. La proposta dels MCD's va ser introduïda per Antoni Olivé l'any 1989, quan encara no exisitia la tecnologia blockchain. Aquesta tecnologia presenta un seguit de semblances amb la proposta d'Olivé, i en aquest projecte es demostra la possible implementació pràctica d'aquest concepte per a obtenir un sistema d'informació funcional. This final degree project has the purpose of demonstrating the application of the Deductive Conceptual Models through the combination of blockchain and relational databases. The Deductive Conceptual Models were introduced by Antoni Olivé on year 1989, before the blockchain technology was created. This very same technology presents multiple similarities with Olivé's proposal, so in this project we prove the possible practical implementation of this concept in order to accomplish a functional information system.

Una dada no és res més que un element informatiu que acostuma a tenir una interpretació directa. Ara bé, si es reuneix un conjunt de dades fiables i de qualitat i s'explota la informació que se n'obté, poden arribar a ser un dels actius més importants d'una organització, ja que facilita que es conegui millor i pugui prendre decisions basades en fets i no subjectivitats. Des de fa uns mesos el CTTI es troba en una etapa de transformació digital i un dels principals eixos estratègics que es desenvolupa és el govern de la dada. L'objectiu d'aquest projecte és dur a terme una primera iteració sobre els termes de negoci que requereix aquest eix de treball per gestionar el cicle de vida dels sistemes d'informació i es distingeix quins d'aquests termes de negoci han de formar part de l'entitat mestra de la Generalitat, així com l'impacte que tenen en aquesta organització. A més a més, s'analitzen els requisits de l'empresa per a escollir una eina que permeti governar certs aspectes de tot el programari que gestiona i es presenta una proposta. A datum is nothing more than an informative element that tends to have a direct interpretation. However, if a set of reliable and high-quality data is gathered and the information obtained is exploited, it may become one of the most important assets of an organization, as it makes it easier for it to be better known and to make decisions based on facts and not subjectivity. For some months now, the CTTI has been in a phase of digital transformation and one of the main strategic axes being developed is data governance. The aim of this project is to conduct a first iteration on the business terms that this work axis requires to manage the life cycle of information systems and it is distinguished which of these business terms should be part of the master entity of the Generalitat, as well as the impact they have on it. In addition, an analysis of the company's requirements for choosing a tool permitting the management of all the software it manages and a proposal are presented.

La transformació digital és un concepte que, actualment, està cada cop més present a les empreses. I és que, busca l'automatització de molts processos que fins ara es feien d'una manera manual i lenta amb l'ajuda de software digital. Aconseguint estalvi en temps i diners i permetent utilitzar-lo en altres aspectes com la ciència de dades. L'empresa automobilista SEAT, i en concret el departament I+D, ha definit un projecte de transformació digital que engloba més de 100 processos. D'aquests, 10 són del departament de finances que és on he realitzat les pràctiques. El present TFG se centra en la proposta justificada i exemplificada d'un conjunt de llenguatges de modelització de processos, dades mestres i especificació de requisits pels futurs sistemes d'informació software del departament, així com de l'avaluació comparativa i proposta d'adopció d'eines software de modelització a adoptar. Digital transformation is a concept that is increasingly becoming more present in companies. It seeks to automate many processes that were done manually and slowly with the help of digital software. Achieving savings in time and money and allowing to focus on other disciplines like data science. The automotive company SEAT, and specifically the R&D department, has defined a digital transformation project that encompasses more than 100 processes. Of these, 10 are from the finance department, which is where I have done my internship. This TFG focuses on the justified and exemplified proposal of a set of process modeling languages, master data and requirements specification for the future software information systems of the department, as well as, the comparative evaluation and proposal of adoption of modeling software tools to be adopted.

Este proyecto pretende hacer un primer estudio sobre el seguimiento de las prácticas en empresa de la Facultad de Informática de Barcelona. En él se analizará la situación actual, y se terminará haciendo una serie de propuestas de mejoras. This project intends to make a first study on the follow-up of the internships of the Faculty of Informatics of Barcelona. It will analyze the current situation, and will end up making a series of improvement proposals.