University Case Study: Building Shared Services at RR Communications

This case study analyzes RR Communications' challenges and opportunities in building shared services. It explores the advantages of a single customer service center, including reduced costs and improved customer satisfaction. The document outlines implementation strategies to support divisional presidents, focusing on financial benefits, risk mitigation, and regulatory compliance. It highlights the drawbacks of decentralized IT functions, such as customer dissatisfaction, increased costs, and loss of business. Furthermore, the analysis emphasizes the importance of governance mechanisms, including strategic plans and performance metrics, to ensure alignment between IT and business units, ultimately aiming for continuous improvement and effective customer service. The case study references the book "IT Strategy: Issues and Practices" by McKeen & Smith (2015).

Running head: RR COMMUNICATIONS CASE STUDY
Building Shared Services at RR Communications Case Study
Name of the Student:
Name of the University:

1RR COMMUNICATIONS CASE STUDY
1. Advantages of single customer service center for RR communications
Following are the advantages of the single customer service center for RR
communications:
i. Single center architecture will lessen price of services of consuming various
resources for the individuals.
ii. From point of view of the customers, a single customer service center will
reduce frustrations that the customer faces for the individual’s billing as well
as customer system (McKeen & Smith, 2015).
iii. Correction of the business organization will include decrease of the total sum
of suppliers as well as central procurements.
iv. From the opinion of view of the business, the single center will cross sell
services as well as increase in business profits (Richter & Bruhl, 2017).
v. All the information on services plus customers are at one place, therefore it
will increase in efficiency to perform project tasks and provide support to
customers.
2. Implementation strategy support divisional presidents for shared
customer center
After analyzing the case study of RR communications as well as behavior of
president, the initial move towards implementation is to varied insight of the presidents on
merger of centers as well as data. Below are the three key implementation strategies would
guarantee provision of the presidents for shared service center:
Financial: Eliminating the service center from the central domain will save assets as
well as resources required towards audits. By consolidating data through single center, the

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information is required for creating business opportunities. It is seen that 85% of the project
clients with moveable managers had web benefits (McKeen & Smith, 2015). There is
utilization of center promoting on remaining 15% to make income. The security practice is
being checked by the single entity as well as reduced divisions of the IT requirements. It will
reduce costs and by resources as well as asserts are used properly.
Risk mitigation: By moving the risk mitigation from divisions to principal power, it
will get steady security engineering methods, it will check on more regularly in addition keep
current one (Olson et al., 2018). Regular security protocols as well as processes must lessen
danger of the information disagreements.
Regulatory compliance: In order to have distinct divisional IT service centers, it
implies to have separated audits on financial procedures. Production achievement that drives
with audits will change far from division besides whole organization will get income by
improved used central core interest.
3. Achieve of enterprise vision with decentralized IT functions
It is not likely to realize enterprise vision with decentralized IT functions. The
concerns are prevailed at smaller departmental levels. Due to decentralized system, the
business is successful to be down each time into the marketplace. Most focus is provided on
individual attainment as par with dimensions as well as motivating factors (McKeen & Smith,
2015). The inner perceptions are not expectable along with business organizations will break
at the local levels.

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4. Business and IT problems caused by lack of information and
enterprise strategy
Following are list of business as well as IT problems initiated by the lack of
information and enterprise IM strategy:
I. Loss of the customers: Decentralized information is producing difficulties to the
customers. In case, there is any individual product error, it requires to go to various
division of customer care (Marques et al., 2017). Because of this, the customers
should get frustrated and they are dissatisfied with the company’s services.
II. Increase in cost: Due to own strategies as well as infrastructure of each division, the
resource requirements are distinguished. Lack of data service center cannot create
inherited resources. It leads to increase in cost of product manufacturing and services
for business organization (McKeen & Smith, 2015).
III. Loss of business: Due to poor statement among the divisional systems, selling of
goods to the organization to single customers is difficult (Banaeianjahromi &
Smolander, 2019).
IV. Questionable cost: With rare data management system, responsibility of each division
will indistinct.
5. Governance mechanisms and metrics
The governance mechanisms is required to put into place, will be arrangement of the
IT with terms of the commercial units, maintain clearness in metrics as well as actions. It is
focused on reducing the risks with strong effort, it should involve with the departments, with
respect to the regulations as well as business opportunities (McKeen & Smith, 2015). A
steering committee is put in place such that it can attention on constant strategic plans. The
metric information is done to take in account of the customer services and continuous

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improvement (Trihinas et al., 2018). Specific capacities alternate around receiving local
information in project arrangement besides focus on amount as well as legality of
information.

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References
Banaeianjahromi, N., & Smolander, K. (2019). Lack of communication and collaboration in
enterprise architecture development. Information Systems Frontiers, 21(4), 877-908.
Marques, M., Agostinho, C., Zacharewicz, G., & Jardim-Gonçalves, R. (2017). Decentralized
decision support for intelligent manufacturing in Industry 4.0. Journal of Ambient
Intelligence and Smart Environments, 9(3), 299-313.
McKeen, J. D., & Smith, H. A. (2015). IT strategy: Issues and practices (3rd ed.). Pearson.
Olson, E. M., Slater, S. F., Hult, G. T. M., & Olson, K. M. (2018). The application of human
resource management policies within the marketing organization: The impact on
business and marketing strategy implementation. Industrial Marketing
Management, 69, 62-73.
Richter, P. C., & Brühl, R. (2017). Shared service center research: A review of the past,
present, and future. European Management Journal, 35(1), 26-38.
Trihinas, D., Georgiou, Z., Papoutsakis, M., & Koussouris, S. (2018). Cloud Governance
Mechanisms Early Release.