CASE STUDY : BUILDING SHARED SERVICES AT RR COMMUNICATIONS.

Added on - 23 Sep 2019

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CASE STUDY : BUILDING SHARED SERVICES AT RR COMMUNICATIONSSTUDENT’S NAMESTUDENT’S COLLEGE
ContentsSynopsis.......................................................................................................................................................2Discussion Questions...................................................................................................................................3List the advantages of a single customer service center for RR Communications...................................3Devise an implementation strategy that would guarantee the support of the divisional presidents for theshared customer service center................................................................................................................4Is it possible to achieve an enterprise vision with a decentralized IT function?.......................................6What business and IT problems can be caused by lack of common information and enterprise IMstrategy?..................................................................................................................................................7What governance mechanisms need to be put in place to ensure common customer data and a sharedcustomer service center? What metrics might be useful?........................................................................8Bibliography................................................................................................................................................9
SynopsisThe case study of RR Communications refers to the decision of the Vice President of the ITDepartment of the company. It speaks about the past situations of the company which led to thepresent IT structure of the company; from divisional level to endorsement of enterprisearchitecture - all the software and hardware of the company now being based on standardizedplatform fighting the conflicts presented by pre-existing IT heads, leading to unification as wellas consolidation along with focus on enterprise. The Vice President has now the task of pursuingthe division heads to merge customer database for creating a shared customer service center.Discussion QuestionsList the advantages of a single customer service center for RR Communications.It would provide an improved customer experience where there will be only one numberto call for any RR product or any other kind of services. This will lessen the difficulty onthe part of the customer while getting any assistance from the customer care services ofthe organization. If the customer service and information centers can work together, itwould provide a very good approach to reduce risk and would set a standard frameworkthat would ensure safety and reliability of information.If we have individual audits for each department, it would mean an extra financialpressure for the company. They can think for streamlining processes for regulatorycompliances after enterprise architecture was established. A singular customer servicecenter can ensure best practices making audit durations shorter. By bringing down the
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