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Building Shared Services at RR Communications
Current situation at RR Communications
This is a case focuses on Vince Patton, VP of IT at RR Communications who is given a task of building shared services for the company. He dismisses four divisional CIO’s claiming that he has the backing of the boss, Ross Roman, the company’s founder. Vince finds himself under pressure to deliver results on consolidating the four separate divisions into a centralized IT division.
Identify Three Advantages of a Single Customer Service Center for RR Communications
Several advantages would accrue to RR communications by having a single customer service Centre. These advantages are
Identify Three Disadvantages of a Single Customer Service Center for RR Communications
A single customer service centre also has several disadvantages to the organization. The three most notable are
Implementation strategy will focus on creating transparency in the implementation process, which is necessary in highlighting the common goals in IT and business. There will also be the need to set goals that #############################################department in coordinating all the needs of the different departments would need to be showcased to allow them to work efficiently and harmoniously (McKeen and Smith, 2008)
Identify Two Governance Mechanism That Would Need To Be Put In Place
According to Guillemette et al, (2008), the project requires good governance to ensure there is common customer data and a shared customer service center. To achieve this, two notable measures need to be set in place. These measures are
Metrics that might be useful in supporting the governance mechanism
McKeen and Smith (2008), advises that the formulation of metric requires an environment of continuous improvement and focus on customer service. The metrics that would be useful are
Gil-Garcia, J. R., Chun, S. A., & Janssen, M. (2009). Government information sharing and integration: Combining the social and the technical. Information Polity, 14(1), 1-10.
Guillemette, M., Paré, G., & Smith, H. A. (2008). What’s Your IT Value Profile?. Cahier du GReSI no, 8, 04.
McKeen, J. D., & Smith, H. (2008). IT strategy in action. Prentice Hall Press.