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Chapter 3 • Enterprise Systems Architecture 87

Self-Service/Data Collection Self-Service/Data Collection

Back-Office Processing Part
of Self-service Workflow
Design
Back-Office Processing
Separate from Self-service
Workflow Design

Data Analytics Data Analytics

EXHIBIT 3-2 MBH Solutions: Self-Service Recommendation

Self-service is a very valuable tool. HR departments can use an integrated ERP
self-service design to provide employees and consumers with a user-friendly interface for
Web-based interactions. These can provide much needed information like 401Ks, order
processing, basic intranet functions, and so forth. Although self-service is currently a
popular HR solution, MBH Solutions recommends careful analysis and design of the
interactions between existing back-end data processors and front-end Web-based workflow
management.

CASE QUESTIONS
1. Compare and contrast the self-service implementation between Wipro and MBH.
Which company did a better job? Explain.
2. Are the measures used by Wipro (i.e., costs, returns, and cycle time) appropriate for
evaluating their self-service implementation?
3. What would happen to the self-service implementation at MBH if the company
decided to adapt the SOA model? Does self-service implementation make it easier or
more difficult to implement SOA? Explain.