外在環境變化快速，資訊技術日新月異，企業今天要面對的已不再是單向接收服務的客戶；客戶需求與日俱增，客戶已經由獵物變獵人，企業必須以客戶為中心，今天業者傳統以大眾為對象推出產品或服務的想法正迅速地在調整改變，必須致力於提供各種個人化的產品與服務，以滿足各式各樣客戶的需求，讓客戶覺得整個服務是為他量身打造，不論是依據利潤、客戶合約、興趣，都可以讓他們使用的東西有所區隔，讓他們覺得自己是最重要的客人，每次客戶上門，都能提供最簡單、最直接、最有關聯的個人化服務。
因此站在第一線服務的線上查詢業務系統，其重要性日益重要，當系統服務中斷、資料交換效率太差，軟體維護不易，維護成本太高諸如此類等問題，最直接影響到的就是使用者、客戶及相關供應商，若影響時間過長必定會對企業對外的形象產生不小衝擊。
本論文主要目的是以個案公司在線上查詢業務系統整體效能改善專案上，無法複製過去經驗以昇級硬體的模式解決系統的問題，在此困境下，個案主角Amy透過哪些方法及手段去將核心系統作業環境、系統架構及作業瓶頸進行分析，並導入適切的架構，應用及其優勢創造企業價值，打造對企業最有效率的系統架構。
本論文採用哈佛式個案撰寫法，包含個案本文及教師參考手冊兩部份，教師手冊針對個案中的討論內容，包括專案管理、軟體品質、服務導向架構、人際關係技巧、敏捷式開發，分別就文獻學說及個案分析做整理，以期達到應用理論內涵，並體驗實務情境之目的。

With the environment rapidly developing and the information technologies dramatic changing, what enterprise is supposed to face nowadays is not the clients who only receive service any more. As the raising customer requirement, clients is playing the role of a hunter instead of a prey nowadays, as a result of these, enterprises must focus the center on customers. Today, the traditional thought of to the public as the object has been rapidly changed, practitioners must put emphasis on personal products and services so as to meet the requirements of diversity clients. All these will make the product or service tailored for customer. Customer supposed to have the unique product or service no master in profit, service agreement or even the interests. Each customer’s visiting supposed to let customer feel like they are the most important customer by providing most smart, direct and tailored personal product or service.
On-line inquiry business system as the first line service has played an increasingly important role in service. When problems, such as service system interrupt, low data exchange rate, difficult software maintenance, high maintenance cost happen, users, customers and related suppliers are directly influenced, it must be a great shock for the corporate external image if the influence time is too long.
This paper is aim to take an example of a company which improve the overall efficiency of on-line inquiry system in company. Departed experience can’t be duplicated to help us to upgrade the hardware module and fix the system issue. With this difficulty, Amy will take some methods and tools to analysis the core working environment, system architecture and working constraint and bring about proper architecture, application and other advantage to refine and create efficient business system.
This paper takes Harvard type case writing method which includes the case text and reference manual for teachers. The teachers’ reference manual aims at the case in discussing content such as project management, software quality, service -oriented architecture, interpersonal relationship skill and agile development. This paper clear up the literature theory and the analysis in this case to put theory intention into use and for the sake of experiencing physical situations.

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網站部分
22.PMI PMBOK，
http://www.12manage.com/methods_pmi_pmbok.html
23.服務導向架構(SOA)，
http://www-01.ibm.com/software/tw/solutions/soa/
24.敏捷式開發
http://www.agilealliance.org/
25.PMI PMBOK，
http://www.pmi.org/PMBOK-Guide-and-Standards.aspx
26.Ken Schwaber. “No Applause, Please.” Scrum Alliance,
http://www.scrumalliance.org