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List the advantages of a single customer service center

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Case Study: Building Shared Services at RR Communications

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 Presidents for 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 enterprise IM strategy?

5. What governance mechanism need to be put in place to ensure common customer data and a share customer service center? What metrics might be useful?

Reference no: EM131103036

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