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?

RR communications

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!”


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…

  1. What do you  think about Patton’s firing of the DI Os?
  2. There are two parts to this discussion that need to be explored.First, was there no possible way of getting the DI Os onside?  Second, was it appropriate to fire the DI Os public ally as opposed to privately?
  3. Also, examine the DUO 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 DI Os in green to highlight these reporting relationships.
  4. Do you think the DI Os have a dotted line relationship with their divisional presidents and a dotted line to Patton; or is it the other way round?
  5. How do you  think the divisional Presidents will feel about Patton’s firings?
  6. 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.
  7.  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)

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

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

  1. Double space the entire document (title page to reference page)
  2. One inch margins
  3. Size 12 font
  4. Times Roman
  5. Title Page: Running head/p#; title; course; date;  your name
  6. Reference Page: SPA
  7. The paper should be 5-6 pages in length (this does not include the title and references pages), and should include a 1 page strategic view.

You must use a minimum of 8 professional references.

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