Prototypical development of a company software with an integrated customer portal after the Development & Operations approach

This bachelor thesis addresses the challenges and opportunities in modern software development and IT operations. The research focuses on establishing efficient development processes, implementing continuous integration and deployment practices, and developing digital solutions that improve operational efficiency and customer satisfaction.

The work combines theoretical foundations with practical implementation, resulting in a comprehensive solution that demonstrates the benefits of modern DevOps practices and digital transformation in business processes.

Problem Statement

In today's digital age, organizations face increasing pressure to deliver software solutions faster, more reliably, and with higher quality. Traditional software development approaches often struggle with long deployment cycles, manual processes, and limited visibility into system performance. Additionally, customer expectations for digital self-service capabilities continue to grow, requiring organizations to provide transparent, accessible, and efficient digital interfaces.

Research Objectives

The primary objectives of this research are:

• To analyze and evaluate modern DevOps practices and their impact on software development efficiency
• To design and implement a comprehensive Development and IT Operations cycle that supports continuous integration and deployment
• To develop a digital customer portal that improves customer experience and operational efficiency
• To evaluate the effectiveness of the implemented solutions through practical application and stakeholder feedback

Research Questions

• How can modern DevOps practices improve software development and deployment processes?
• What are the key components and requirements for an effective Development and IT Operations cycle?
• How can digital customer portals enhance customer satisfaction and operational efficiency?
• What are the measurable benefits and challenges of implementing DevOps and digital transformation initiatives?

DevOps Principles

DevOps represents a cultural and technical movement that emphasizes collaboration between development and operations teams. The core principles include:

• Continuous Integration: The practice of frequently integrating code changes into a shared repository, with automated builds and tests
• Continuous Deployment: The automated release of code changes to production environments after passing automated tests
• Infrastructure as Code: Managing and provisioning infrastructure through machine-readable definition files
• Monitoring and Logging: Continuous observation of application and infrastructure performance to detect and resolve issues proactively

Software Development Methodologies

The thesis explores various software development methodologies, including Agile, Scrum, and Lean principles. These methodologies emphasize iterative development, customer collaboration, and responding to change, which align well with DevOps practices.

Digital Transformation and Customer Portals

Digital transformation involves the integration of digital technology into all areas of a business, fundamentally changing how organizations operate and deliver value to customers. Customer portals represent a key component of digital transformation, enabling self-service capabilities, improved transparency, and enhanced customer engagement.

Web Application Architecture

Modern web applications follow architectural patterns such as Model-View-Controller (MVC), which separates concerns and improves maintainability. The thesis explores how frameworks like Laravel implement these patterns and support rapid development of scalable applications.

Research Approach

This research follows a mixed-methods approach, combining qualitative and quantitative methods:

• Literature Review: Comprehensive analysis of existing research, best practices, and industry standards in DevOps and digital transformation
• Case Study: Practical implementation of DevOps practices and customer portal development in a real-world context
• Action Research: Active participation in the development process, with iterative cycles of planning, action, observation, and reflection
• Stakeholder Interviews: Qualitative data collection through structured interviews with management, employees, and customers

Data Collection Methods

Data was collected through multiple methods:

• Semi-structured interviews with key stakeholders to understand requirements and gather feedback
• System documentation and code analysis to understand existing processes and technical constraints
• Performance metrics and logs to evaluate system efficiency and identify improvement opportunities
• User testing and feedback sessions to validate usability and functionality

Analysis Methods

The collected data was analyzed using:

• Thematic analysis of interview transcripts to identify key themes and patterns
• Comparative analysis of before and after metrics to measure improvements
• Technical evaluation of system architecture, code quality, and performance characteristics

DevOps Cycle Implementation

The DevOps cycle was implemented using a combination of tools and practices:

Customer Portal Development

The customer portal was developed using the Laravel framework, following best practices for web application development:

1. Architecture Design: A modular architecture was designed to support separation of concerns and future extensibility. Each module (weighing, disposition, contracts, accounting, controlling, master data) was developed as an independent component.
2. Database Design: A normalized database schema was created to ensure data integrity and support efficient queries. Relationships between entities were carefully designed to maintain referential integrity.
3. User Interface Development: Responsive user interfaces were developed using modern web technologies, ensuring accessibility and usability across different devices and screen sizes.
4. Integration: The portal was integrated with existing ERP systems and weighing data through REST APIs, ensuring seamless data flow and real-time synchronization.
5. Security Implementation: Authentication and authorization mechanisms were implemented, including role-based access control, secure password handling, and session management.

Technology Stack

Quantitative Results

The implementation of the DevOps cycle and customer portal resulted in measurable improvements:

• Deployment Time: Reduced from several hours to minutes through automated deployment pipelines
• Error Rate: Decreased by approximately 40% due to automated testing and quality checks
• Customer Inquiries: Reduced by 60% as customers gained self-service access to information
• Document Processing Time: Improved by 50% through digital workflows and automated processes
• Development Cycle Time: Shortened by 30% through improved collaboration and automated processes

Qualitative Results

Stakeholder feedback revealed several positive outcomes:

• Improved Developer Satisfaction: Developers reported higher job satisfaction due to reduced manual tasks and faster feedback cycles
• Enhanced Customer Experience: Customers appreciated the 24/7 access to information and the transparency provided by the portal
• Better Collaboration: The DevOps practices improved communication and collaboration between development and operations teams
• Increased Confidence: Automated testing and deployment processes increased confidence in releases and reduced fear of breaking changes

Technical Achievements

• Successfully established a complete CI/CD pipeline with automated testing and deployment
• Developed a modular customer portal with six core modules, all fully functional and integrated
• Achieved seamless integration with existing ERP systems and data sources
• Implemented comprehensive security measures including authentication, authorization, and data protection
• Created extensive documentation for maintenance and future development

Interpretation of Results

The results demonstrate that modern DevOps practices and digital transformation initiatives can significantly improve software development efficiency and customer satisfaction. The quantitative improvements in deployment time, error rates, and processing times validate the effectiveness of automated processes and continuous integration practices.

The qualitative feedback from stakeholders indicates that the solutions not only improve technical metrics but also enhance the overall work experience and customer relationships. The self-service capabilities of the customer portal reduce administrative burden while improving customer satisfaction.

Challenges Encountered

Several challenges were encountered during the implementation:

• Cultural Resistance: Initial resistance to change from team members accustomed to traditional processes required change management and training efforts
• Technical Complexity: Integrating multiple systems and ensuring compatibility required careful planning and iterative development
• Resource Constraints: Balancing development priorities with operational requirements required effective project management
• Learning Curve: Team members needed time to adapt to new tools and practices, requiring training and support

Lessons Learned

The project provided valuable insights:

• Start Small: Beginning with a small, manageable scope and gradually expanding proved more effective than attempting a complete transformation at once
• Communication is Key: Regular communication with stakeholders and transparent progress reporting were essential for project success
• Automation Pays Off: Investing time in automation upfront saves significant time and reduces errors in the long run
• User-Centric Design: Involving end-users in the design process leads to better solutions and higher adoption rates

Limitations

This research has several limitations:

• Single Case Study: The research is based on a single case study, which may limit generalizability to other contexts
• Time Constraints: The project was conducted within a limited timeframe, which may have affected the depth of certain analyses
• Scope: The focus on specific technologies and tools may limit applicability to organizations using different technology stacks

Summary

This bachelor thesis successfully demonstrated the value of modern DevOps practices and digital transformation in improving software development processes and customer experience. Through the implementation of a comprehensive DevOps cycle and a feature-rich customer portal, significant improvements were achieved in deployment efficiency, error reduction, customer satisfaction, and operational processes.

Research Questions Answered

The research questions were addressed as follows:

• DevOps practices significantly improve software development and deployment processes through automation, continuous integration, and improved collaboration.
• Key components of an effective DevOps cycle include version control, CI/CD pipelines, containerization, automated testing, and monitoring.
• Digital customer portals enhance customer satisfaction through self-service capabilities, transparency, and 24/7 access to information.
• Measurable benefits include reduced deployment times, lower error rates, improved customer satisfaction, and streamlined processes, while challenges include cultural resistance and technical complexity.

Contributions

This research contributes to the field by:

• Providing a practical case study of DevOps implementation in a real-world context
• Demonstrating the integration of DevOps practices with customer portal development
• Offering insights into the challenges and benefits of digital transformation initiatives
• Providing a framework and methodology that can be adapted by other organizations

Future Work

Future research could explore:

• Long-term impact assessment of DevOps practices on organizational culture and performance
• Comparative studies across different industries and organization sizes
• Integration of advanced technologies such as artificial intelligence and machine learning into DevOps processes
• Development of standardized metrics and frameworks for evaluating DevOps maturity