Shared Services at Rr Communications

Case Study: Building Shared Services at RR Communications

Organization Structure:

Major Issues/Problems Identified:

* No Central IT System

* Too much politics at leadership level, the DIO’s believed it would take away their ownership and authority if centralized IT systems implemented

* Raising acute business competition

* No data authenticity

* Outsourcing not possible due to existing data structure

* Out dated software license

* Teams do not work towards company’s goal

* Customer complaints on billing related issues

Recommendations:

* Build a robust central IT architecture which will talk to each other’s systems

* Bring in change management to tackle the corporate politics and sworn in corporate governance body

* Systems has to be updated as per the current market and customers’ needs to meet customers expectations

* Build a centralized data base architecture to build data integrity

* Bring in all teams for a brainstorming session to get themselves aligned to the company’s goal

* Centralized customer service teams to address all customer quires, which will result in low customer dis-satisfaction rate

Responses to End of Case Questions:

* Question: List the advantages of a single customer service center for RR Communications

Answer: By implementing centralized customer service center concept means data consolidation will happen through single source, which will reduce data erroneousness

* Improves efficiency and on-time delivery

* Prevents from losing the existing customer base

* Eliminated data redundancy and duplication

(P.T.O)

(P.T.O)

* The author stated, “Centralized training and quality assurance (QA), with one centralized QA and training staff, instead of separate groups at every site”

(Donna Fluss, 2007, http://searchcrm.techtarget.com/news/1275896/Call-center-centralization-vs-decentralization-analytic-framework)

* Single customer service centers...