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Building Shared Services at RR Communications

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Added on  2019-09-22

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We will discuss the following questions: Devise an implementation strategy that would guarantee the support of the divisional presidents for the shared customer service center.  Is it possible to achieve an enterprise vision with a decentralized IT function? What business and IT problems can be caused by a lack of common information and enterprise IM strategy? List the advantages of a single customer service center for RR Communications Source.

Building Shared Services at RR Communications

   Added on 2019-09-22

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1BUILDING SHARED SERVICES AT RR COMMUNICATIONS STUDENT’S NAME STUDENT’S COLLEGESuspected Entry:72% matchUploaded- RR communication.docxBUILDING SHARED SERVICES AT RR COMMUNICATIONS STUDENT’S NAME STUDENT’S COLLEGESource- Another student's paperBuilding Shared Services at RR Communications2Contents Synopsis 2 Key Issues 3 Discussion Questions 4 List the advantages of a single customer service center for RR Communications.Suspected Entry:74% matchUploaded- RR communication.docxContents Synopsis 2 Key Issues 3 Discussion Questions 4 List the advantages of a single customer service center for RR CommunicationsSource- Another student's paperDiscussion Questions List the advantages of a single customer service center for RR Communications34 Devise an implementation strategy that would guarantee the support of the divisional presidents for the shared customer service center.26 Is it possible to achieve an enterprise vision with a decentralized IT function?9 What business and IT problems can be caused by lack of common information and enterprise IM strategy?9 What governance mechanisms need to be put in place to ensure common customer data and a shared customer service center?What metrics might be useful?10Bibliography 11Synopsis The case study of RR Communications refers to the decision of the Vice President of the IT Department of the company. It speaks about the past situations of the company which led to the present IT structure of the company; from divisional level to endorsement of enterprise architecture - all the software and hardware of the company now being based on standardized platform fighting the conflicts presented by pre-existing IT heads, leading to unification as well as consolidation along with focus on enterprise. The Vice President has now the task of
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pursuing the division heads to merge customer database for creating a shared customer service center.This case describes a classic example of an organization which is heavily decentralized into distinct lines of business – each with its own IT group – suddenly recognizing the need for a flexible and responsive IT function,a common view of the customer and the elimination of redundant systems Key Issues · RR is in trouble with telecommunications regulatorsand with its software vendors because it can’t provide the integrated information about the company’s activities to which they are legally entitled. The lack of integration, common systems, and standardized information is seriously contributing to the company’s compliance problems.· The enterprise goal is to be able to introduce new products more quickly and have a flexible and responsive IT organization. This is extremely difficult to accomplish with the multiple systems and technologies used in each business unit.· Common IT infrastructure supports several business goals: consistent branding and a single call center for improved customer support and cross-selling. However, business leaders do not always see this. Roman takes Patton’s plan “on faith”.· RR has divisional data and divisional data bases, which are inhibiting many things that the CEO wants to do, such as deliver one integrated billto RR’s customers. It also inhibits the company’s ability to respond to its regulators and vendors.· RR illustrates the necessity of a close working relationship between the business and IT in order to deliver on a business’ strategy and how manyelements in the business can inhibit an organization’s ability to deliver effective IT strategy and value.
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· It shows the role that IT can play in ensuring that IT as a whole can deliver value to the enterprise as a whole, as opposed to business unit specific projects and the importance of IT’s horizontal role of seeing across the organization to deliver value.2Discussion Questions List the advantages of a single customer service center for RR Communications.· It would provide an improved customer experience where there will be only one number to call for any RR product or any other kind of services.This will lessen the difficulty on the part of the customer while getting any assistance from the customer care services of the organization. Through consolidation of data and customer service centers the companycan ensure best practices are followed and traceability and transformation will be more apparent aiding in regulatory matters. With the company’s outsourcing options having all services together so one customer service center can handle requests will greatly improve the efficiency and value. Also having a common security and privacy framework will reduce risk which is a primary concern when outsourcingservices.4Having the information and customer service centers together will be a positive step in reducing risk.Setting a standard framework and using best security practices will ensure safety and reliability of information.5· Having separate divisional IT service centers means having individual audits on their processes and financials.Removing the centers from the division realm will save them resources that would have gone toward audits.4Once enterprise architecture was put in place they can now takea look at the processes and streamline for regulatory compliance.Havinga single customer service center in place can enhance business processes and ensure best practices are realized and implemented whichin turn make audit durations shorter. By consolidating the divisional dataauditors will only need to look in one place and the company will need
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