RR Communications Case Study

List the advantages of a single customer service center for RR Communications.

The single customer service center minimizes expenses spent on various operations within the organizations. The expenses spent on maintaining the number of employees in single customer center is low compared to distributed customer service center.  The cost of purchasing hardware and software components is low since a single customer operation unit is served by relatively fewer hardware and software components (Law, & Ngai, 2007).

The single customer service point facilitates easier auditing of the employees and the service points in general. The entire system services and operations can easily be monitored, verified and validated so as to ensure quality and better service delivered to the customers. The auditing ensures a high level of performance to the clients and the entire organization. The employees can get monitored for the quality service delivery and effective implementation of tasks, operations, and duties.

The single customer service center facilitates easier standardization of services. The common place of service delivery can lead to the easier improvement of services. The entire clients acquire equal services and standardized services delivered to them. The single customer service center can easily implement the Total Quality Management (TQM). The Total Quality Management is implemented in all operations to ensure that the customers have better services, and the overall operations of the organization are excellently performed.

The single customer service center promotes better customer relations through the implementation of the social aspects that improves the customer relations. The employees have an easier time to understand the needs and the requirements of customers and attend to their needs. The taste and preference of different customers can get implemented through interacting directly with the customer at a single point. The demands and supply issues can get addressed with ease and in a short duration of time (Wang, & Wang, 2010).

The communication systems acquire a centralized origin of input data through implementing the single customer service center. The data and information generated in the single customer service center have low level of encountering errors and encountering problems due to replication and redundancy cases. The redundant data and information are eliminated through the single customer service center.

The single customer service center provides a better process of encountering with troubleshooting and diagnosing of the computer systems. The entire single customer service center systems provide direct positions and easier chances of locating areas with problems. The addressing of the IT problems is easy and consolidated to single area thus making the maintenance of the systems easier and manageable.

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

The first strategy shall require the organization to involve all the members of the organization while making the goals and visions of the organization. The Divisional presidents should engage the entire team by collecting their ideas and views depending on what the team desire to implement (Law, & Ngai, 2007). The division presidents should involve the organization in carrying out the major decisions within the organizations by considering their views.

The divisional presidents should organize some brainstorming events like seminars, workshops, training and gatherings to facilitate social relationships among the employee. The brainstorming events allow the sharing of ideas and discussing some principles and the matters affecting the organization to facilitate the organization employees to work together for common goals (Wang, & Wang, 2010). The sessions also facilitate the acquisition of knowledge and information about dealing with difficult situations encountered within the organizations.

The divisional presidents should organize for social and gathering events that facilitate the employees to interact in different platforms like sports. Divisional presidents should facilitate outings and adventure sessions for the employees to experience the out of work environments. The occasions eliminate monotony and allow the employees to understand each other better.

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

No

The decentralized IT functions cause the goals, objectives and the aims of the organization encounter communication barriers due to lack of definite order of disseminating information. Similarly, the organization fails to eliminate the barriers of communication among the employees and the senior administrators completely. The entire system gets faced with the problems of defining the strategies since all the decentralized platforms implement their strategies. The decentralized information technology systems reduce the degree of decision making due to the existence of several decision makers within the organizations (Law, & Ngai, 2007). The power and authority of the higher officials are highly compromised by the lower level management thus degrading the powers of the highest management officials.

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

Business Problems

The organization fails to establish better formal links of communications leading to the loss of focus to main goals, objectives, and visions. The operations implemented by the organizations take long to implement due to longer processes and difficulties in monitoring. The strategies laid down by the organization become difficult to implement due to lack of established feedback effects from the employees who have the particular responsibility (Stephenson, & Sage, 2007). The accountability, responsibility, and transparency among the employees become neglected and rejected. The plans and projects of the business fail to complete due to lack of coordination among the divisions and the divisions. Greater barriers exist between the project implementing team and the divisions facilitating the resources to support the implementation o f the project.

The Information Technology Problems

The system organization encounters persistent data and information problems due to the numerous input and output systems. The organization experiences data and information inconsistency as well as the increased problems between the clients and the reports. The systems are characterized by inaccurate records which may encounter unresponsive and quick solution due to weak control (Jukic, et al…, 2009). The various divisions and the individual employees lack access to formal information leading to a lack of better IT practices among the employees. The ethical issues and best practices in IT fail to be enforced among the employees. The principles and policies of the organization that governs the employees and the IT resources lack to be enforced within the organization. The IT support team encounters difficult situations in trying to compact the situations and problems affecting organization due to a high level of self-control and individualism among the divisions.

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?

Governance Mechanisms

The organization should ensure that the business sector and the information technology sector have a mutual relationship through establishing a partnership. The entire fellowship of the business entity and the Information technology should be enforced through policies, rules, and regulations (Law, & Ngai, 2007). The organizations should employ the division of labor and specialization strategies to assign duties and responsibilities to particular individuals. The practice can enforce responsibility, accountability, and the transparency. The organization should induce the methods of following the responsible employees who have the responsibility for implementing a particular change to the data and information (Ahadi, 2004). This should be done by implementing user accounts and the auditing trails within the database and the application systems. The entry of data and information within the system should be accurate without errors. The organization should enforce the use of strong methodologies that enforce data and information, confidentiality, integrity, and accessibility among the organization divisions.

The Metrics that can be enforced

The organization should induce the time-based service delivery to the clients. The organization should induce mechanism that tracks time for the start of the service and the end of the service. The system should allow the users to state the levels of satisfaction to facilitate better service delivery to the customers. The organization should apply the Total Quality Management strategies through the use of the auditing methods to assess the performance of the organization. The data inputs and data sources should have mechanisms for forecasting the accuracy of data and information entering in the systems.

References

 

Ahadi, H. R. (2004). An Examination of the Role of Organizational Enablers in Business Process

Reengineering and the Impact of Information Technology.Information Resources

Management Journal, 17, 4, 1-19.

Jukic, B., Jukic, N., & Velasco, M. (2009). Enterprise Information Systems Change, Adaptation

and Adoption: A Qualitative Study and Conceptualization Framework. Information

Resources Management Journal, 22, 1, 63-87.

Law, C. C. H., & Ngai, E. W. T. (2007). IT Infrastructure Capabilities and Business Process

Improvements: Association with IT Governance Characteristics.Information Resources

Management Journal, 20, 4, 25-47.

Sherry Roberts is the author of this paper. A senior editor at MeldaResearch.Com in customized term papers if you need a similar paper you can place your order for research paper custom.