Building shared services at RR communications
All presentations must be submitted to Blackboard based on the schedule in the Syllabus. The presentations will also be delivered to the class. Feel free to include graphics in your presentation. Remember that the slides should not contain long paragraphs. You can use the Notes feature of PowerPoint to include additional information.
All answers should provide supporting evidence in the form of an argument or a peer reviewed source. Opinions that are not supported by evidence are non-compliant.
The recommended number of slides for each question are listed in the assignment below and may be exceeded by one slide. For example, if two slides are required then no more than three may be presented.
The mini-case for Presentation #4 is “Building Shared Services at RR Communications”. This case is available in the textbook on pp. 156 -159.
Prepare a PowerPoint presentation with the following information:
Slide 1: Your name(s), name of the case, date
Slide 2: Describe the current situation at RR Communications
Slide 3,4,5: Identify three advantages of a single customer service center for RR Communications.
Slides 6.7.8: Identify three disadvantages of a single customer service center for RR Communications.
Slide 9.10: Develop an implementation strategy that would guarantee support of the divisional presidents for the shared customer service center.
Slide 11.12: Identify two governance mechanism that would need to be put in place to ensure common customer data and a shared customer service center?
Slide 13.14: Identify two metrics that might be useful in supporting the governance mechanism identified in the previous question.
Slide 15: References (in APA format)