Mini Case: Building Shared Services at RR Communications

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No more than 5 pages long including the title page. 

The mini case is uploaded here.

 Using the Case Study Template format, submit your analysis to the following 5 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 presidents for the shared customer service center

3. Is it possible to achieve an enterprise vision with a decentralized IT business unit?

4. What business and IT problems can be caused by lack of common information and an enterprise IM strategy

5. What Governance mechanism need to put in place to ensure common customer data and a shared customer service center? What Metrics might be useful?

Hint: It is important to understand the key concepts presented in Week 3 lesson (attached) to properly formulate your responses.

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