174z/TPF and WebSphere Application Server in a Service Oriented Architecture
access to them, through all available touch points. Without this consistent view and access to
the information, Jane may be left repeating already “known” information or even worse,
having to go through multiple steps or interact with multiple departments or associates to
make simple changes. Such an experience would no doubt reduce Jane's overall customer
satisfaction.
With this example in mind, assume that Marriott's business team determines that a new
service element can be added to its customers' profile preference information and that this
new service element would be another point of differentiation over the competition. With a
traditional IT infrastructure ...
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