Building Shared Services at RR Communications

Added on - 22 Sep 2019

case study of RR Communications

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.

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1BUILDING SHARED SERVICES AT RR COMMUNICATIONSSTUDENT’S NAME STUDENT’S COLLEGESuspected Entry:72% matchUploaded- RR communication.docxBUILDING SHARED SERVICES AT RR COMMUNICATIONS STUDENT’S NAME STUDENT’SCOLLEGESource- Another student's paperBuilding Shared Services at RR Communications2Contents Synopsis 2 Key Issues 3 Discussion Questions 4 List theadvantages 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 customerservice 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 supportof the divisional presidents for the shared customer service center.26 Isit possible to achieve an enterprise vision with a decentralized ITfunction?9 What business and IT problems can be caused by lack ofcommon information and enterprise IM strategy?9 What governancemechanisms need to be put in place to ensure common customer dataand a shared customer service center?What metrics might be useful?10Bibliography 11Synopsis The case study of RR Communications refers to the decision ofthe Vice President of the IT Department of the company. It speaks aboutthe past situations of the company which led to the present IT structureof the company; from divisional level to endorsement of enterprisearchitecture - all the software and hardware of the company now beingbased on standardized platform fighting the conflicts presented by pre-existing IT heads, leading to unification as well as consolidation alongwith focus on enterprise. The Vice President has now the task of
pursuing the division heads to merge customer database for creating ashared customer service center.This case describes a classic example of an organization which is heavilydecentralized 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 redundantsystems Key Issues · RR is in trouble with telecommunications regulatorsand with its software vendors because it can’t provide the integratedinformation about the company’s activities to which they are legallyentitled. The lack of integration, common systems, and standardizedinformation is seriously contributing to the company’s complianceproblems.· The enterprise goal is to be able to introduce new products morequickly and have a flexible and responsive IT organization. This isextremely difficult to accomplish with the multiple systems andtechnologies used in each business unit.· Common IT infrastructure supports several business goals: consistentbranding and a single call center for improved customer support andcross-selling. However, business leaders do not always see this. Romantakes Patton’s plan “on faith”.· RR has divisional data and divisional data bases, which are inhibitingmany 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 itsregulators and vendors.· RR illustrates the necessity of a close working relationship between thebusiness and IT in order to deliver on a business’ strategy and how manyelements in the business can inhibit an organization’s ability to delivereffective IT strategy and value.
· It shows the role that IT can play in ensuring that IT as a whole candeliver value to the enterprise as a whole, as opposed to business unitspecific projects and the importance of IT’s horizontal role of seeingacross the organization to deliver value.2Discussion Questions List the advantages of a single customer servicecenter for RR Communications.· It would provide an improved customer experience where there will beonly 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 gettingany 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 andtransformation will be more apparent aiding in regulatory matters. Withthe company’s outsourcing options having all services together so onecustomer service center can handle requests will greatly improve theefficiency and value. Also having a common security and privacyframework will reduce risk which is a primary concern when outsourcingservices.4Having the information and customer service centers togetherwill be a positive step in reducing risk.Setting a standard frameworkand using best security practices will ensure safety and reliability ofinformation.5· Having separate divisional IT service centers means having individualaudits on their processes and financials.Removing the centers from thedivision realm will save them resources that would have gone towardaudits.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 businessprocesses 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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The Shared Service Concept Business 

The conclusion of the synopsis regarding Building Shared Services at RR Communications Case Study. It has listed the advantages of a single customer service center for RR Communications. It has briefly explained how to achieve an enterprise vision with a decentralized IT function. Elaboration on business and IT problems can be caused by a lack of common information and enterprise IM strategy. And the governance mechanisms need to be put in place to ensure common customer data and a shared customer service center. Lastly, useful metrics for the organization.