Concepção de um data Warehouse e CRM para o sistema de ouvidoria da ANEEL

Abstract

The organization of information represents today one of the greatest challenges for any corporation that generates great amount of data. The tendency of data volume is to increase even more due to the advance of incorporated technology, practically in all sectors of the institutions. Nowadays, there is a brand new segment of the industry dedicated to Data Warehouse, and Decision Support Systems, aiming the solution of problems related to storing and the integrity of data, as the case found in the database of the Customer Service at ANEEL, main subject of this work. The world of information system has reached such a maturity level that they are considered only operational processing systems but valid and a lot useful to the management support. In this work, in addition to presenting the whole concept of Data Warehouse and CRM, it will be presented a model developed but the Customer Service at ANEEL, aiming the storage, transformation and the presentation of data in such a way that is easily accessible by the management. This dissertation reinforces even more the concept that Data Warehouse is one the the most relevant advances in the database project, and also the only solution to the problem of storing historical data.