List the advantages of a single customer service center for, Management Information Sys

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List the advantages of a single customer service center for

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?

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