Case- Building Shared Services at RR Communications
Discussion Questions
1. List the advantages of a single customer service center for RR Communications.
2. Devise an implementation strategy that would guarantee the support of the divisional presi- dents for the shared customer service center.
3. Is it possible to achieve an enterprise vision with a decentralized IT function?
4. What business and IT problems can be caused by lack of common information and an enter- prise IM strategy?
5. 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?