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Groupware Ako Základ Pre Masarykova univerzita Ekonomicko-správní fakulta Študijnýodbor:Ekonomické informačnísystémy GROUPWARE AKO ZÁKLAD PRE CRM – POROVNANIE PONUKY NA TRHU Groupware as the basis of CRM – market supply comparison Bakalárska práca Vedúci bakalárskej práce: Autor: Ing. Leonard WALLETZKÝ, Ph.D. Martin POSPIŠ Brno, máj 2008 Meno a priezvisko autora: Martin Pospiš Názov bakalárskej práce: Groupware ako základ pre CRM – porovnanie ponuky na trhu Názov práce v angličtine: Groupware as the basis of CRM – market supply comparison Katedra: aplikovanej matematiky a informatiky Vedúci bakalárskej práce: Ing. Leonard Walletzký, Ph.D. Rok obhajoby: 2008 Anotácie Predmetom bakalárskej práce s názvom „Groupware ako základ pre CRM – porovnanie ponuky na trhu“ je identifikácia a vyhodnotenie rozdielov v ponuke groupware riešení aktuálne dostupných na trhu. Teoretická časť charakterizuje podstatu počítačom podporovanej tímovej spolupráce – CSCW, groupware systémov a ich typických aplikácii. Samostatná kapitola sa zameriava na definíciu pojmu CRM – riadenie vzťahov so zákazníkmi, ktorý tvorí významnú oblasť využitia groupware. Implementačné aspekty a predpoklady predstavujú úvod do praktickej časti, pojednávajúcej o funkciách a vlastnostiach analyzovaných systémov, vrátane konkrétnych doporučení pre organizácie. Annotation The goal of the bachelor’s thesis entitled “Groupware as the basis of CRM – market supply comparison” is to identify and evaluate differences in supply of various groupware solutions available on the market. The theoretical part characterizes the essence of Computer Supported Cooperative Work – CSCW, groupware systems and their typical applications. The single chapter is focused on the definition of CRM – Customer Relationship Management, which remains the significant scope of groupware utilization. Implementation aspects and prerequisites represent the introduction to the practical part that deals with functions and features of analyzed systems, inclusive of specific recommendations for organizations. Kľúčové slová CSCW, groupware, CRM, tímová spolupráca, komunikácia, koordinácia, aplikácie, funkcie, porovnanie Keywords CSCW, groupware, CRM, team collaboration, communication, coordination, applications, functions, comparison Prehlásenie Prehlasujem, že som bakalársku prácu Groupware ako základ pre CRM – porovnanie ponuky na trhu vypracoval samostatne pod vedením Ing. Leonarda Walletzkého, Ph.D. a uviedol v nej všetky použité literárne a iné odborné zdroje v súlade s právnymi predpismi, vnútornými predpismi Masarykovej univerzity a vnútornými aktmi riadenia Masarykovej univerzity a Ekonomicko-správnej fakulty MU. V Brne dňa 23. mája 2008 vlastnoručný podpis autora Poďakovanie Na tomto mieste by som rád poďakoval Ing. Leonardovi Walletzkému, Ph.D. za cenné pripomienky a odborné rady, ktorými prispel k vypracovaniu tejto bakalárskej práce. Ďalej ďakujem za poskytnuté informácie obchodnému reprezentantovi spoločnosti IBM Česká republika, spol. s r. o. Petrovi Blažkovi, ako aj Martinovi Gálikovi z Agemsoft, a. s. OBSAH Úvod ........................................................................................................................................................ 7 1 Computer Supported Cooperative Work ..................................................................................... 8 1.1 Definícia Computer Supported Cooperative Work ..................................................................... 8 1.2 Cieľové oblasti CSCW ................................................................................................................ 8 1.3 Výhody použitia CSCW .............................................................................................................. 8 2 Groupware ..................................................................................................................................... 10 2.1 Definícia groupware .................................................................................................................. 10 2.2 Kategorizácia groupware .......................................................................................................... 10 2.3 Klasifikácia groupware technológii .......................................................................................... 11 2.3.1 Primárna klasifikácia groupware .................................................................................... 11 2.3.2 Funkcionálna klasifikácia groupware podľa 3C modelu ................................................. 12 2.4 Groupware ako distribuovaný systém ....................................................................................... 12 2.5 Architektúry groupware ............................................................................................................ 12 3 Aplikácie groupware..................................................................................................................... 14 3.1 Kontakty .................................................................................................................................... 14 3.2 Elektronická pošta (e-mail) ....................................................................................................... 15 3.2.1 Agenti prenosu elektronickej pošty ................................................................................... 15 3.2.2 Prístup k elektronickej pošte ............................................................................................ 16 3.2.3 Protokoly elektronickej pošty ........................................................................................... 16 3.3 Instant Messaging aplikácie a konferencie ............................................................................... 16 3.4 RSS čítačky správ ..................................................................................................................... 17 3.5 Kalendáre a plánovanie ............................................................................................................. 17 3.6 Denníky a poznámky ................................................................................................................ 18 3.7 Zdieľaný pracovný priestor (Shared Workplace) ...................................................................... 18 3.8 Nástroje riadenia toku práce (Workflow Management) a procesov ......................................... 19 3.9 Synchronizácia .......................................................................................................................... 20 4 Customer Relationship Management .......................................................................................... 21 4.1 Úvod do CRM ........................................................................................................................... 21 4.2 Definícia CRM .......................................................................................................................... 21 4.3 Aplikácie CRM a ich funkcie .................................................................................................... 22 4.4 Faktory implementácie CRM systémov .................................................................................... 22 5 Nasadenie groupware riešenia v organizácii .............................................................................. 24 5.1 Výhody nasadenia groupware ................................................................................................... 24 5.2 Predpoklady nasadenia groupware ............................................................................................ 25 6 Porovnávanie groupware riešení ................................................................................................. 26 6.1 Špecifiká groupware systémov dostupných na trhu .................................................................. 26 6.2 Kritériá porovnávania groupware systémov ............................................................................. 26 6.3 Testovacie prostredie groupware systémov .............................................................................. 26 6.4 Porovnávané groupware systémy .............................................................................................. 27 6.4.1 Microsoft Office Outlook 2007 ......................................................................................... 27 6.4.2 Microsoft Office Groove 2007 ......................................................................................... 31 6.4.3 IBM Lotus Notes 8 ........................................................................................................... 34 6.4.4 eGroupWare v1.4 ............................................................................................................. 38 6.5 Zhrnutie porovnania groupware systémov ............................................................................... 43 Záver ..................................................................................................................................................... 46 Zoznam použitej literatúry ................................................................................................................. 47 Zoznam grafov ..................................................................................................................................... 49 Zoznam obrázkov ................................................................................................................................ 49 Zoznam tabuliek .................................................................................................................................
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