Building Shared Services at RR Communications Case Study

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

RR communications is a company having 4 business divisions Internet, land line, Mobile,and Cable TV services. These divisions work independently and make decisions without involvement of whole firm. Each division has individual divisional CIO. Company`s VP, Vince Patton had created enterprise IT organization for simplification and standardization of RR communications. He knows that company lacks definite IT governance and centralized IT infrastructure. Presently, all divisions are working separate with their individual leadership, lacking central leadership (Licklider & Taylor, 1990). This causes strongly in making decisions and implementing actions. VP is keen in redesigning company`s internal IT infrastructure and develops centralized budget. According to McKee, (2011) stated “As he created enterprise architecture and established standardized infrastructure, metrics and policies in place, his next plan is to design a centralized customer service center for sharing common customer data within the organization”. According to him, a centralized system delivers services with pace and values. To sabotage this system VP, Vince Patton dismissed four divisional CIOs, for implementation. DIOs strongly believe that this centralized system increases bureaucracy and take away their powers. But, centralized system offers many benefits, including elimination of redundancy, delivery of value at cost effective, sharing of information, ensure quality service, consistency, reduce complexity, provides insight of management of crisis, and reallocation of excess resources (Napolitano, 2012).