ABSTRACT
The firm in Case Study 6 consisted of a broadband communications business with a breadth of products marketed from 100+ offices in different markets. This firm was a leader in its industry in the deployment of Web services and SOA to compete in
ciency gains of 500 percent in a number of the firm’s business units. Although services contributed tangible improvement in current product processes of the units, they were not coordinated by the firm for either current or future business in the industry. The firm did not have effective governance of the design, development, integration, and deployment of services for its business.
