RR communications case study

The RR communication is established with poor management and leadership skills. The staffs do not understand their roles and responsibilities at large. The owner decides to introduce change without identifying the particular problem affecting the company.

Advantages of a single customer service center for RR Communications

A single customer service center is defined with customer data being consolidated such that the management of the data is provided and undertaken with the ease. Data mining is a desirable tool when I t comes to undertaking data analytics, and this means that the RR communication will stand at the ease of identifying the new business opportunities.

Security is challenged thing to every business, and therefore, the application of single system will facilitate the provision of security interventions that will ensure the availability of data as well as the guarantee of data confidentiality and integrity, and this will mean the better drawal of meanings that facilitate the general management of the RR communication.

Vince is convinced to move towards a single business brand and if the customer data is accessed and management from a single point, then the operations of the RR communication will benefit very well prom the system. The company will experience low costs and expenses of operations and maintenance of the different systems and the hardware thus cutting off extra expenses.

Audits of systems are good at enhancing privacy and operations of the business. They stand at identifying the deficiencies within the organizations and hence shedding light on how to have the implementation of the organization operations towards meeting the defined goals. The single customer service center will ensure that the costs and difficulty of undertaking audits at different sections of the company are cut off and have a single place of undertaking audits.

The operations of the customer single service center will be defined of running on a single framework within the Company. In this case, the operations of the company will get structured in a formal order with the sequential delivering of services. At this point, there will be the realization of the better and advanced information analysis and visualizations with the purpose of achieving the RR communication strategic goals (Knapp, 2011).

A single system is defined with the objective of facilitating the better understanding the subsequent underlying roles, duties and responsibilities of each staff. The reputation of the customers towards the RR communication company will get improved such that complaints would get minimized with the great focus to the customer side. The response will be as a result of improved service delivery to the clients at a standardized cost and within limited time possible.

Devise an implementation strategy that would guarantee the support of the Divisional Presidents for the shared customer service center.

The change that is intended to be introduced within the RR communication company has received an objection from the presidents of the corresponding divisions, and the strategy of implementing the agreed upon change should involve them to have its success. The initial step is the creation of a better environment for the presidents to give me to the data centralization within the company by ensuring that they have a better knowledge regarding benefits of having a shared customer service center.

The mentioning of the benefits of the shared system should ensure that the aspects to do with data mining, saving of costs and unnecessary expenditure, the provision of sense towards the success of the projects and risk mitigation management should be mentioned.

The strategy should move towards the efforts of providing a better understanding of the company vision and mission by the presidents. The vision and mission will shed light on what the presidents should add to the company. The actions would have already captured the attention of the presidents. The process should then move to the implementation of some activities where the presidents are defined and assigned some roles to have them fully involved in the process. Such activities may include the recording of the by then company hardware and software inventory (McNair, 2000).

Is it possible to achieve an enterprise vision with a decentralized IT function?

IT department is defined with specific functions that seem to work concurrently with each other. The idea of decentralizing the It functions will mean the distribution of the function management at different levels of the department. The practice does not guarantee towards achieving the vision of the selected organization. The fact remains that as the function gets distributed the problems that have been experienced before will still get experienced at the other level such that there will be also the transfer of the issues and distribute them. The decentralization is associated with difficult in management as the identification of a given problem within the department is rather difficult compared to the centralized system (Cramm, 2008). The achievement of the business vision does not depend on the It function decentralization or centralization rather there are so many factors that initiate the success of the company.

What business and IT problems can get caused by lack of common information and an enterprise IM strategy?

Businesses are successful in dependency to the defined strategic plan. The failure of meeting one with the failure of providing sound information will get the business and the IT department to experience problems at large. The initial issue identified will be the competitors of the company having the business competition advantage over the business since the business will be overwhelmed with losing of clients to the competitors due to their advanced services.

The reputation of the business will be seen tarnishing drastically, and this will impact on the recruiting of new clients hence no growth. The problems with the service delivery will facilitate the experiencing of the tarnishing company reputation.

A company relies much on generated information; in the absence of common information, the management of the business will be affected. Especially the IT department will get the highest level of managing the company information. With the current security concerns, information security will be a challenge. Other practices such as data mining will be challenged and thus failure of identifying new business opportunities.   

What governance mechanisms need to ensure common customer data and a shared customer service center? What metrics might be useful?

Governance mechanism that will facilitate the achievement of the implementing the common customer data and the shared system will rely on the management and leadership skills. Appropriate skills should get adopted (Weill & Ross, 2004). However, some of the metrics of ensuring the systems may include the taking of focus on the customer to make sure that the customer feels show important he is within the business. They will be in for the system.

The integration of technology will be the booster to the way of achieving the system implementation such that new techniques, applications get introduced to facilitate the system. The upgrading of the current application will be an ideal practice as well.

In most cases, orientation has been a beneficiary to many companies as it is outlined within boosting of the quality of the service delivery and the ways operations gets undertaken by the respective staffs. The process should get facilitated with a training of the employees as well to make sure that they are well knowledgeable regarding the processes of the particular system (Arthur, 2005).

Another metric should be the setting of standards to govern the operations of the systems as well as the staff so that the aim be achieving the intended and respective objective. Also, optimization of the shared systems and services will provide a better way of improving in the particular areas to majorly improve the practices.

References

Arthur, D. (2005). Recruiting, Interviewing, Selecting & Orienting Newf Employees. New York: AMACOM.291.

Cramm, S. (2008). IT Centralization or Decentralization. Retrieved from https://hbr.org/2008/07/it-centralization-or-decentral

Knapp, D. (2011). A guide to customer service skills for the help desk professional. Boston, MA:     Course Technology Cengage Learning.

McNair, C., (2000). Implementing Shared Services Centers. Institute of Management     Accountants, Montvale

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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