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Building Shared Services at RR Communications (Mini Case, p. 127-130)
Review the Building Shared Services at RR Communications mini case.
In a two to three page APA paper (excluding title and reference pages), address the following:
Describe the advantages of a single customer service center for RR Communications.
Devise an implementation strategy that would guarantee the support of the divisional
presidents for the shared customer service center.
Explain whether or not it is possible to achieve an enterprise vision with a decentralized IT
Describe the various business and IT problems that can be caused by lack of common
information and an enterprise IM strategy.
Discuss the governance mechanisms that 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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