The 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.

Answer the five discussion questions listed below

1. List the advantages of a single customer service center for RR Communications.

2. Devise an implementation strategy that would guarantee the support of the Divisional Presidents for the shared customer service center.

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

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

5. 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?