Building Shared Services at RR CommunicationsCase Study

Attached Files:

Appendix B_ Shared Services Case.docx (36.959 KB)

Appendix B

Organization Chart

This case is in the textbook on page 468. Please see grading rubric titled "case study" under the Rubric/ Grading Criteria.

This case takes a “horizontal” slice through a number of coexistent issues As a result, the challenge is “knowing where to start” – just as it is in real organizations – and this requires detective work. Patton takes a page out of the Donald Trump repertoire with his dramatic “you’re fired!”

Note:

The key point in posing these questions is to help set the scene for Patton’s next steps. The questions listed below are for you to ponder, as you are reading the case. It is not necessary for you to submit answers to the questions. They are strictly for you to see the relevance and the logic to these questions, as you read the case. Here are some questions to ponder,as you reflect upon the case...

What do you think about Patton’s firing of the DIOs?

There are two parts to this discussion that need to be explored.First, was there no possible way of getting the DIOs onside? Second, was it appropriate to fire the DIOs publically as opposed to privately?

Also, examine the DIO firings from the point of view of the four divisional presidents.See organization chart (see attached Appendix B) which shows Patton’s office and the DIOs in green to highlight these reporting relationships.

Do you think the DIOs have a dotted line relationship with their divisional presidents and a dotted line to Patton; or is it the other way round?

How do you think the divisional Presidents will feel about Patton’s firings?

Would they feel as if Patton just fired “their” employee? It doesn’t appear that they were made aware of these impending firings by Patton.

How would they feel about that?

Discussion Question:

Answer the five(5) discussion questions listed below (can also be found at the end of case study in book)

List the advantages of a single customer service center for RR Communications.There are six of them.

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

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

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

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?

All answers to the questions should be well written and well thought out. Please submit the aforementioned assignment as ONE document.To help keep the various reporting and relationship roles straight, I have attached the organization chart.

Basic Formatting Guidelines

Double space the entire document (title page to reference page)

One inch margins

Size 12 font

Times Roman

Title Page: Running head/p#; title; course; date; your name

Reference Page: APA

Please refer to the Case Study Rubric that is attached for grading expectations.

Building Shared Services at RR CommunicationsCase StudyAttached Files:Appendix B_ Shared Services Case.docx(36.959 KB)Appendix BOrganization ChartThis case is in the textbook on page 468. Please see grading rubric titled "case study"under the Rubric/ Grading Criteria.This case takes a “horizontal” slice through a number of coexistent issues As a result, thechallenge is “knowing where to start” – just as it is in real organizations – and this requiresdetective work. Patton takes a page out of the Donald Trump repertoire with his dramatic“you’re ±red!”Note:The key point in posing these questions is to help set the scene for Patton’s next steps. Thequestions listed below are for you to ponder, as you are reading the case. It is not necessaryfor you to submit answers to the questions. They are strictly for you to see the relevanceand the logic to these questions, as you read the case. Here are some questions toponder,as you re²ect upon the case...1.What do you think about Patton’s ±ring of the DIOs?2.There are two parts to this discussion that need to be explored.First, was there nopossible way of getting the DIOs onside? Second, was it appropriate to ±re the DIOspublically as opposed to privately?3.Also, examine the DIO ±rings from the point of view of the four divisionalpresidents.See organization chart (see attached Appendix B) which shows Patton’s o³ce andthe DIOs in green to highlight these reporting relationships.Copyright © 2012 Pearson Education, Inc. Publishing as Prentice HallRoss RomanOwnerVince PatonEVP ITIn±erne±Phil CooperMat DawesDIOSenior ITManagersMobilePresiden±Larry HughesDIOSenior ITManagersLandlinePresiden±HelenDIOSenior ITManagersCable TVPresiden±DaveDIOSenior ITManagers1

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