Personalização plena em sistemas de e-business: uma abordagem de tomada de decisão.

Abstract

Businesses actually face a new challenge - the integration of their internal and external processes via the Internet with a view to a union with partners and/or clients. This results in the so-called full personalization in e-Business systems. In this study, an investigation of the personalization conducts and their impact on the business of a company will be addressed by identifying approaches and implementation options, organizing categories, raising problems to be overcome and, finally, defining alternatives for the construction of the knowledge base to support the company business. In virtue of the high degree of complexity of this scenario it was decided to build a DSS – Decision Support System, via the development of a tool - Person DSS - based on the scoring technique to support the decision maker in the selection of the best personalization conduct. The objective of this application is to provide generic recommendations about the use of personalization techniques and in a guided way to formulate specific considerations via an ordered ranking of the technologies that allow the companies to perform an application plan of the personalization to the business in order to validate the tool. A case study was carried out in the food distribution business, located in Natal - RN, during the period from April to June 2001 - the case study and its results are presented and discussed.