Skip to main content Accessibility help
×
Hostname: page-component-78c5997874-dh8gc Total loading time: 0 Render date: 2024-11-09T23:43:20.797Z Has data issue: false hasContentIssue false

PART 5 - CASE STUDIES

Published online by Cambridge University Press:  31 July 2009

Get access

Summary

Part 5 of this book provides two case studies in service orientation.

In chapter 14, Sam Higgins and Paul McRae describe how Queensland Transport has developed a service-oriented approach that reflects service orientation as the business phenomenon described in this book. In particular, they look at how the approach is used to allow third-party software developers to integrate Queensland Transport regulatory processes seamlessly within commercial motor vehicle dealer business processes. The results are impressive. For example, the organization can now execute a service-based transaction at an activity-based cost of less than A$1.5 compared with the more traditional face-to-face approach which costs between A$4 and A$10. The department now collects over A$260 million (or 12%) of its total revenue using an SOA, with no direct customer contact. Services are available 23.5 hours per day, 6.5 days per week, and 80% of all services respond in less than 2 seconds.

In chapter 15, Hermann Schlamann describes how Credit Suisse has evolved from an organization encumbered by a large and complex legacy software portfolio to one which can now use significant parts of its legacy systems for business value. The organization has worked hard to rationalize these legacy systems into sets of reusable services that are aligned with business objectives. Again, the results are impressive. For example, money transfers for a customer are now enabled over different channels: via the internet with “online banking”, via a “teller terminal” in a branch, or via “personal contact” at a branch counter.

Type
Chapter
Information
Service Orientation
Winning Strategies and Best Practices
, pp. 267 - 268
Publisher: Cambridge University Press
Print publication year: 2006

Access options

Get access to the full version of this content by using one of the access options below. (Log in options will check for institutional or personal access. Content may require purchase if you do not have access.)

Save book to Kindle

To save this book to your Kindle, first ensure [email protected] is added to your Approved Personal Document E-mail List under your Personal Document Settings on the Manage Your Content and Devices page of your Amazon account. Then enter the ‘name’ part of your Kindle email address below. Find out more about saving to your Kindle.

Note you can select to save to either the @free.kindle.com or @kindle.com variations. ‘@free.kindle.com’ emails are free but can only be saved to your device when it is connected to wi-fi. ‘@kindle.com’ emails can be delivered even when you are not connected to wi-fi, but note that service fees apply.

Find out more about the Kindle Personal Document Service.

Available formats
×

Save book to Dropbox

To save content items to your account, please confirm that you agree to abide by our usage policies. If this is the first time you use this feature, you will be asked to authorise Cambridge Core to connect with your account. Find out more about saving content to Dropbox.

Available formats
×

Save book to Google Drive

To save content items to your account, please confirm that you agree to abide by our usage policies. If this is the first time you use this feature, you will be asked to authorise Cambridge Core to connect with your account. Find out more about saving content to Google Drive.

Available formats
×