RR communication case describes a classic example of an organization which is heavily decentralized into distinct lines of business – each with its own it group – suddenly recognizing the need for a flexible and responsive it function, a common view of the customer and the elimination of redundant systems. It is not necessary for you to submit answers to the questions. 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 onsite? 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 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 around?

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 questions: answer the five discussion questions listed below: 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 imp 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?