x ◾ Contents
9.3 Case Studies ..................................................................................112
9.3.1 Business Case 1 ................................................................112
9.3.1.1 Wrong Customer Expectations .........................112
9.3.1.2 Problem Statement............................................112
9.3.1.3 Issues Faced .......................................................112
9.3.1.4 Solution ............................................................113
9.3.1.5 Lessons Learned ...............................................113
9.3.2 Business Case 2 ................................................................113
9.3.2.1 Automation Strategy .........................................113
9.3.2.2 ...