Case Discussion Questions

Read the mini-case, Building Shared Services at RR Communications (pp. 156-159).

Submit a Word document in APA format with answers to following questions, 

1. Devise an implementation strategy that would guarantee the support of the 

divisional presidents for the shared customer service center

2. 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?

Your answer to each question should be about two pages long.

Use APA level one headings to separate your answers to each question.

Have two scholarly sources, not including our textbook.


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