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List the advantages of a single customer service center for RR Communications. There are six of them.
The management of the RR Communication information will get boosted by the point that will be administered from a single place.
The system enables the consolidation of the customer data will facilitate the easy undertaking of subsequent activities such as the data analytics that will provide a good way of improving the look of the business in general.
In support of the provision of the services, the information will be readily available, with the boost of the data integrity and confidentiality upon the provision of security mechanism at a single place.
Centralization facilitates easy management of associates.
Vince has the suggestion of moving to a single line of operation. In such case, the single customer service center will grant low cost in terms of development, operating and maintaining of the RR Communication assets and services (Smith &McKeen, 2007).
Organization and systems audits are essential according to the standards of management and governance. The single service center will cut on the cost of undertaking audits as they will get consolidated a single place.
The information will get guarded better and in association to that the service delivery within the RR Communication organization.
Devise an implementation strategy that would guarantee the support of the divisional presidents for the shared customer service center.
The initial idea of Parton, retrenching the president s got their understanding of not being required as they even did not support the idea of going to as the single line of operation. In this case, a good plan should describe the actual activities that the presidents should get involved and the measures that should get laid in place to win the support of the presidents. The primary way is informed and get the presidents have a good understanding of the benefits that lies behind the introduction of shared customer service center. They should be enticed during the information passing to get them feel they are essential to the company growth and extension of the services and operations. Therefore, the foundation is opening the minds of the presidents about the benefits that are associated with the shared customer service center system.
Ideally some of the benefits that should be mentioned include the easy undertaking of the data mining that is the key to undertaking business intelligence for the realization of the prospecting business opportunities. The saving of audit cost is another associated benefit. We can talk of the boosting of the risk mitigation mechanisms.
The follow-up step is the linking of the system to the vision of the RR Communications so that the presidents can see the essence of working towards meeting the mission. The mission should be restructured to show that the shared customer service center is amongst the actions to get undertaken to see the accomplishment of the vision. After then the presidents should get assigned some roles and responsibilities regarding the implementation of the systems. In the act of undertaking the task the presidents will then be facilitating the deployment of the system showing their participations. Another follow-up task is the taking of the asset inventory under the confirmation of the presidents. The most critical action is the involvement of the presidents in the actual activities of implementing the system.
Is it possible to achieve an enterprise vision with a decentralized IT function?
Decentralization defines the capacity and ability of dispersing functions, powers, and any other activities within an organization. IT is defined with several functions which are undertaken throughout the organization. Primarily, the achievement of an enterprise vision does not depend highly on either decentralizing or centralizing the IT functions. When a business is centralized it means that the issues faced at the upper level of the operations are evenly distributed to the lower divisions. However, the centralization of functions enables the easy identification of the challenge and provides a solution more easily. Decentralization of the IT functions grants the less chance of achieving the enterprise vision by the fact that sophisticated procedures, devices, special personnel will get required to manage the function distribution. In any case of a problem, the technique will widen the solution as it will be very hard to identify the particular location of the problem. The basic in meeting the enterprise vision only depends on the operational procedures, standards, and principles that will shape the enterprise at the level required. Therefore, it is not at all time possible to meet the vision with decentralization, but it will only boost the operations of the enterprise.
What business and IT problems can be caused by lack of common information and an enterprise IM strategy?
Competition always makes an organization to grow health. In the case of missing information management strategies within an organization, the competitors will have a competition advantage and the business benefits will decline tremendously. It is amongst the worst impacts of the missing of strategies.
The tarnishing of the organization reputation will get observed by the point that the customer will develop bad attitude towards the business. The occasions such as double billing that has been experienced previously will give a bad look to the clients. In such case the customers won’t market the company instead will move to other companies with bad attitude towards the company.
Information is a very important asset of a company. In such cases the management of the information is always a blunter. The compromising of the data will be at the pick as the information integrity, confidentiality and availability will never be guaranteed at any cost. The data analytics will provide bad analysis that will lead to bad decision making thus affecting the overall governance of the enterprise (Runkler, 2012).
The service delivery within the enterprise will get affected in many ways such that the information is not readily available to fasten the services. The vision of the business will be at risk as the quality of the service will be affected. In such cases it is shown clearly that data is not management with the required strategies so far.
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?
A business has to have the establishment of the mechanism that takes to have the focus on the customers. In the way of supplementing the services, governance will get undertaken with the cutting across the management and the leadership of the Common customer data and the shared customer service center. As a matter of ensuring incorporating the systems, the customers should have the feeling of being involved through the entire process. Consumers are the other key engineering factor to an enterprise especially during the introduction of change. They are followed with the enterprise staff. Subsequently, as outlined earlier the management of the system will matter very much when it will come to service delivery (Weill & Ross, 2004).
Some of the metrics that can be essential in the implementation of the common customer data and shared customer service center will demand the integration of technology. The adoption of current and unique technologies wills easy the deployment of the systems. The technology will come with the introduction and use of applications that will facilitate the operations of the systems within the RR Communication organization. The divisions will get incorporated much easier under the influence of technology. Thinking of cloud computing technology will be a good technology idea to facilitate the operations of the systems.
Undertaking of the employee and customer orientation and training is another measure that will provide a good way for both assets to have a good understanding of the system operations. Orientation and training is outlined with boosting of the output quality and satisfaction of the service delivery prior a good understanding of what is required. In such cases, online training can be provided to the consumers alongside the sending of manuals via their official emails. On the other hand the employee can be involved through organized seminars, workshops and conferences for the purposes of training.
Optimization is another metric that indicates the big establishment of the systems existence and operations. The optimizations will aim at providing recommendations regarding the change the necessary to improve the operations of the systems. The activities behind optimization include the evaluation of the organization management and providing the required recommendation to boost the service delivery.
Runkler, T. A. (2012). Data Analytics: Models and Algorithms for Intelligent Data Analysis. Wiesbaden: Vieweg+TeubnerVerlag.
Smith, H. &McKeen, J., (2007). Shared Services at RR Communications. Queen’s University, School of Business, Kingston, Ontario, Canada.
Weill, P., & Ross, J. W. (2004). IT governance: How top performers manage IT decision rights for superior results. Boston, Mass: Harvard Business School Press.
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