Description
Read the mini case, Building Shared Services at RR Communications (pp. 156-159).
Submit a Word document with the following:
- Complies with the APA and writing standards for this course
- Has a SafeAssign score of less than 25%. You may submit your assignment multiple times to check the SafeAssign score. Only the final submission will be graded. Final submissions with a SafeAssign score of 25% or higher will not be graded.
- Has three scholarly sources, not including our textbook.
- Answer question two and five on page 159. Your answer to each question should be about two pages long.
Explanation & Answer
Attached.
Organization Leadership & Decision Making - Outline
Thesis statement: Successful implementation of a customer service center requires well laid
out strategies and well established governance mechanisms.
I.
Implementation strategies
A. Seek support through change management
B. Embrace integrative decision making
C. Bring on board the right enterprise architecture, infrastructure and metrics
II.
Governance mechanisms- Internal
A. Integrated work system
B. Restructuring of the organizational structure
C. Introduction of sound performance metrics
III.
Metrics
A. Level of customer satisfaction
B. The amount of cost minimized
C. Incremental revenue realized
Running head: ORGANIZATIONAL LEADERSHIP & DECISION MAKING
Organizational Leadership & Decision Making
Name
Institution
1
ORGANIZATIONAL LEADERSHIP & DECISION MAKING
2
Organizational Leadership & Decision Making
Question 2: Implementation strategies for a shared Customer service center
Businesses must continuously keep improving their processes in order to remain in the
front line. The improvements can be in small or large scale but such efforts are paramount in
creating customers value. Many organizations have considered shared service centers (SSCs) as
an optimal solution to improving the key staff functions as well as reducing the overall cost
(Triplett & Scheumann, 2000). Leading companies have preferred SSCs to other alternatives
such as organizational restructuring, outsourcing and re-engineering among other solutions to
improve the performance of key functions (Janssen & Joha, 2006).
In the case study, it is clearly revealed that the divisional heads are not yet convinced of
the need for the company to have a shared center for customer service. Vince Patton complains
th...
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