Between the learning of the basic concepts of systematic software reuse and their application in a commercial environment there is a difficult transition between sterile concepts and the prickly issues associated with real-world reuse. This is because it is only in the details of the real- world that one really sees what problems must be over come to employ any new technology or methodology. Simple tradeoffs become multi- variable equations as competing issues compete for priority. The purpose of this working group was to look at these issues in the context of a real example. The case study is based on analysis of Andersen Consulting's software assets called ``Customer'' and its use in the development of custom solutions for utility companies. The general situation is that AC has developed a customer service package most appropriate for gas and electric utility companies. There are in fact various distinct versions of Customer/1. This case study focuses principally on the version called Customer/1 IP. Some of the basic functionality includes billing, invoicing, service orders, customer contacts, and etcetera. This case study spans the last six years as Andersen Consulting has built approximately 25 of the last 30 customer care systems for gas and/or electric utility companies across the United States.
The goal of the working group was to understand the basic business environment in which Customer/1 is used, understand the current reuse plan, and then critique and provide recommendations on how to improve the overall reuse strategy for Customer/1 within this business environment.
The STARS developed Conceptual Framework for Reusable Processes (CFRP) is used as a framework for characterizing the current reuse practices. Given an understanding of these practices, recommendations for how to improve the current practices are presented. This effort should be of interest to many practitioners since the basic situation is probably not that different than their own. It is hoped that the evaluation and associated recommendations can serve as a starting point for practitioners to use in their own setting.