Read the mini-case, Building Shared Services at RR Communications .

Submit a Word document with answers to questions two and five on page 159. Your answer to each question should be about two pages long.

1.) Devise an impementation stategy that would guarantee the support of the divisional presidents for the shared customer service cernter.

2.) 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?

One question’s answer should be 2 page  means 500 words for each questio66,in total 1000 words?

each question has to have on scholarly  reference article  and whole paper needs to APA Cited