Call for Paper - September 2022 Edition
IJCA solicits original research papers for the September 2022 Edition. Last date of manuscript submission is August 22, 2022. Read More

Flexibility Point of Customer Relationship Management System based on User Perspective

International Journal of Computer Applications
© 2013 by IJCA Journal
Volume 67 - Number 18
Year of Publication: 2013
Hema Subramaniam
Hazura Zulzalil
Marzanah A. Jabar
Saadah Hassan

Hema Subramaniam, Hazura Zulzalil, Marzanah A Jabar and Saadah Hassan. Article: Flexibility Point of Customer Relationship Management System based on User Perspective. International Journal of Computer Applications 67(18):39-44, April 2013. Full text available. BibTeX

	author = {Hema Subramaniam and Hazura Zulzalil and Marzanah A. Jabar and Saadah Hassan},
	title = {Article: Flexibility Point of Customer Relationship Management System based on User Perspective},
	journal = {International Journal of Computer Applications},
	year = {2013},
	volume = {67},
	number = {18},
	pages = {39-44},
	month = {April},
	note = {Full text available}


Software is an essential asset of an organization in organizing business process. Thus, demand for software gradually increase from day-to-day. However, due to the complex structure of a software and tedious software design has cause delays in making it to be available in market. Consequently it increases the needs for customizing software from existing system. Under those circumstances, software customization is influenced by the flexibility of software that indicates how easy the software is modified to suit the current environment. Thus, the easiness is determined by the flexibility point that resides in software. Since flexibility is a desirable software quality characteristic, determination of flexibility point is essential. In this case, user role transformation from one domain to another domain has been viewed as flexibility point that triggers changes into the software. To demonstrate flexibility point exist at the user role, this study emphasize on the change of class design from Customer Relationship Management System (CRMS) to Tuition Centre Management System (TCMS). As a result, some slight modification on the user oriented class attributes and methods effect the changes on other associated classes. Certainly, slight modification only can be made if the user-oriented class definition is written as general purpose rather than dedicated to one system. Therefore, proper definition of user-oriented class assists in promoting flexibility and at the same time it has been view as software flexibility point.


  • X. Zhu and S. Wang, "Software Customization Based on Model-Driven Architecture Over SaaS Platforms," 2009 International Conference on Management and Service Science, pp. 1–4, Sep. 2009.
  • C. Rohleder and A. Sciences, "Software customization with xml," vol. VI, no. 2, pp. 345–351.
  • J. A. Mccall and P. K. Richards, "Concept and Definitions of Software Quality," Quality, vol. I, no. November, 1977.
  • T. Committees, "IEEE Standard Glossary of Software Engineering Terminology," 1990.
  • M. H. Meyer and R. Seliger, "Product Platforms in Software Development," Sloan Management Review, vol. 40, no. 1, pp. 61–74, 1998.
  • Boehm, "Software Quality Models and Philosophies," in Management, 1978.
  • I. JTC 1/SC, "ISO/IEC 9126-2: Software Engineering-Product Quality-Part 2: External Metrics. " Canada, 2002.
  • R. B. Grady, Practical Software Metrics for Project Management and Process Improvement. Prentice Hall, 1992.
  • R. G. Dromey, "A model for software product quality," IEEE Transactions on Software Engineering, vol. 21, no. 2, pp. 146–162, 1995.
  • A. H. Eden and T. Mens, "Measuring Software Flexibility," Computer, vol. 153, no. 3, pp. 113–126, 2006.
  • D. D. Zeng and J. L. Zhao, "Achieving Software Flexibility via Intelligent Workflow Techniques," in Proceeding of the 35th Annual Hawaii International Conference on System Sciences, 2002, vol. 00, no. c, pp. 7–10,606–615.
  • R. Martinho and D. Domingos, "A Two-Step Approach for Modelling Flexibility in Software Processes," 23rd IEEE/ACM International Conference on Automated Software Engineering, pp. 427–430, 2008.
  • J. Niu, L. Shen, S. Peng, and F. Li, "A Measurement Method of Software Flexibility Based on BP Network," International Workshop on Intelligent Systems and Applications, pp. 1–4, 2009.
  • S. Peng, L. Shen, H. Liu, and F. Li, "User-Oriented Measurement of Software Flexibility," in 2009 WRI World Congress on Computer Science and Information Engineering, 2009, vol. 7, pp. 629–633.
  • S. Wang and X. Liu, "A Study on Flexibility of ERP System Based on Grey Evaluation Model," Technology, pp. 3–6, 2010.
  • Y. Wang, M. Jia, J. Guo, and B. Zhang, "Evaluating Model of Software Flexibility of Domestic Foundational Software," in International Conference on Electrical and Control Engineering, 2011, pp. 5906–5909.
  • G. K. Agrawal, "The Development of Services in Customer Relationship Management (CRM) Environment from 'Technology' Perspective," Journal of Service Science and Management, vol. 02, no. 04, pp. 432–438, 2009.
  • C. Shen, B. Han, Q. Zhou, and W. Song, "Design and Implementation of Customer Relationship Management System Based on Structured Object-Oriented Methodology," 2011 International Conference of Information Technology, Computer Engineering and Management Sciences, pp. 390–393, Sep. 2011.