PHD2
3 years ago 20
WorkScenario1.pdf
EXAMREQUIREMENTANDRUBIRC-Task2.docx
WorkScenario1.pdf
Work Scenario 1: Organizational Change
Scenario 1: Organizational Change
You are an IT manager for customer service and collections at a financial organization. You
manage a team that consists of 10 systems analysts who do the following:
1) Five systems analysts manage the customer payment processing, understanding
payment card industry (PCI) data security standards, which is a set of security standards
designed to ensure that all companies that accept, process, store, or transmit credit card
information maintain a secure environment. They also understand National Automated
Clearing House Association (Nacha) rules and regulations that manage the administration,
development, and governance of the ACH network, which is the electronic system that
facilitates the movement of money in the United States.
2) An additional five systems analysts work with debt management and collection systems
and have expertise in understanding the customer and how to track the financial
delinquency of an account. The systems analysts understand what customer service needs
to know regarding the customer delinquency to convey and communicate to the
customer. A debt management and collections system eliminates manual effort, reduces
errors, and improves the ability to collect unpaid debt.
The team has been together for five years and works together well. But as the IT manager
for customer service and collections, you have decided that these two groups of analysts
would be better split into two different teams. You feel you should continue to manage the
five systems analysts for the debt management systems due to their role serving a
customer service and collections function, which you are an expert in.
Because you do not have expertise and knowledge in PCI and Nacha compliance, you have
determined that the five systems analysts for payment processing should be under the IT
manager for accounting. You feel this is appropriate because the mandates for compliance
of PCI and Nacha responsibility fall under the accounting finance hierarchy.
As IT manager of the customer service and collections team, you discussed these changes
with the accounting and finance IT manager, and you both agree with this change.
Separating these two teams will require approval from the chief information officer (CIO)
due to the change in cost center for salaries for the five analysts moving to the finance
team, a change in seating, and the five analysts reporting to a new manager.
As manager of your team, and because you are the one requesting the changes, you are
responsible for communicating your message to the relevant stakeholders (audiences).
Choose two of the stakeholders listed below. Different stakeholders will need different
information as you move forward with the reorganization of your team.
Audience Choice #1 – Chief Information Officer (CIO)
Message:
Develop a recommendation and request for approval to move the five systems analysts who
manage customer payment processing from your team to the accounting and finance IT
team.
The CIO understands the challenges associated with the continuous training required to stay
current with the PCI and Nacha mandates, which the organization must meet in order to
process electronic payments. It makes sense to have the systems analysts responsible for
this report to the department that is well versed in these legal mandates and technical
changes to stay compliant.
Components:
Include the following components in your request:
• summary of the issue and request
• justification for the change
• two risks and two benefits of making the change
• how this proposed change will improve productivity and efficiency
• how the recommendation addresses compliance with legal mandates
• cost center change
• changing location of the building for the employees being moved
• potential employee acceptance or nonacceptance
• timeline and justification for timeline
• recommendation(s)
Audience Choice #2 – Human Resources
NOTE: If you choose this option, assume that the CIO has approved the request for the
organizational change.
Message:
Develop a request to move the five systems analysts who manage customer payment
processing to the IT manager over the accounting and finance IT team.
Human resources (HR) is responsible for talent retention and employee satisfaction. HR will
also do the administrative work to move the employees to a different manager and cost
center. HR’s primary function is to support the employees but also support the corporate
efficiency goals, abide by federal and state laws, and assign talent where the organization
can be successful. The HR department will most likely accept this change but will want to be
sure employees feel supported by this change and will need an outline of how this will
happen.
Components:
Include the following components in your request:
• impact to the department cost center
• changing location of the building for the employees being moved
• potential employee acceptance or nonacceptance
• timeline approved by the CIO (HR must approve this timeline as well.)
Audience Choice #3 – Your Staff
Message:
Develop a communication that announces the organizational change to your team members.
The team members consist of 10 systems analysts—five are systems analysts for the
collections system and five are systems analysts for the electronic payment processing. The
team is like a family; they have worked together for years. The team is very professional
and covers for each other on both sides of the functions. For example, some of the
collections analysts cover for the electronic payment processing analysts when needed, and
vice versa. There has been some overlap of responsibilities. This change will not only
separate the team but will also mean that the skills each team member has developed to
cover for each other will no longer be provided.
Components:
Include the following components in your message:
• Identify the reason for the change.
• Notify the five systems analysts for customer payment processing that they will be
moving to a new IT manager and will be in a different building in the future.
• Provide the timeline of when this will happen.
EXAMREQUIREMENTANDRUBIRC-Task2.docx
COMPETENCIES
4054.1.2 : Design
The graduate creates technical communications incorporating accurate, relevant design principles for ensuring audience comprehension.
4054.1.3 : Evaluation (Feedback)
The graduate assesses the effectiveness of the delivered communication for future improvement of communication deliverables.
4054.3.1 : Delivery
The graduate generates technical information according to principles of ethics, clarity, and conciseness to ensure content integrity.
INTRODUCTION
In your career as an IT manager, it is important for you to be able to communicate effectively for various purposes and to various audiences.
In this task, you will create two written deliverables based on the audience analyses you conducted in Task 1. You must successfully complete Task 1 prior to beginning Task 2.
REQUIREMENTS
Your submission must be your original work. No more than a combined total of 30% of the submission and no more than a 10% match to any one individual source can be directly quoted or closely paraphrased from sources, even if cited correctly. The similarity report that is provided when you submit your task can be used as a guide.
You must use the rubric to direct the creation of your submission because it provides detailed criteria that will be used to evaluate your work. Each requirement below may be evaluated by more than one rubric aspect. The rubric aspect titles may contain hyperlinks to relevant portions of the course.
Tasks may not be submitted as cloud links, such as links to Google Docs, Google Slides, OneDrive, etc., unless specified in the task requirements. All other submissions must be file types that are uploaded and submitted as attachments (e.g., .docx, .pdf, .ppt).
A. Provide a copy of your completed, passing Task 1 with your submission for this task.
B. Create the actual deliverable you would write to communicate your message to the audience you identified in part A of Task 1, including the sections listed in the corresponding Work Scenario “Components” list.
Note: This should be the actual written communication deliverable you would send to your chosen audience.
C. Explain the structure and design of the deliverable you submitted in part B by doing the following. Your explanation should be in a separate document from the deliverable you submitted in part B of this task:
1. Explain how you effectively used three of the following structural components in your deliverable from part B of this task:
• headings and subheadings
• paragraphs
• bulleted lists
• columns
• placement (centered, indented, justified, etc.)
• text boxes or callouts
• white space
• separation lines
• tables
• arrangement and grouping
• template and layout
a. Explain why the structural components you chose are effective for the audience and deliverable format.
2. Explain how you used three of the following design components in your deliverable from part B of this task:
• bolding
• italics
• color (background, text, shading, etc.)
• template
• graphics
• charts
• white space
• fonts
• font size
• symbols or bullets
• banners
• lines
3. Explain how your deliverable effectively demonstrates clarity and conciseness.
D. Create the actual deliverable you would write to communicate your message to the audience you identified in part B of Task 1, including the sections listed in the corresponding Work Scenario “Components” list.
Note: This should be the actual written communication deliverable you would send to your chosen audience.
E. Explain the design of the deliverable you submitted in part D by doing the following. Your explanation should be in a separate document from the deliverable you submitted in part D of this task:
1. Explain how you effectively used three of the following structural components in your deliverable from part D of this task:
• headings and subheadings
• paragraphs
• bulleted lists
• columns
• placement (centered, indented, justified, etc.)
• text boxes or callouts
• white space
• separation lines
• tables
• arrangement and grouping
• template and layout
a. Explain why the structural components you chose are effective for the audience and deliverable format.
2. Explain how you used three of the following design components in your deliverable from part D of this task:
• bolding
• italics
• color (background, text, shading, etc.)
• template
• graphics
• charts
• white space
• fonts
• font size
• symbols or bullets
• banners
• lines
3. Explain how your deliverable effectively demonstrates clarity and conciseness.
F. Acknowledge sources, using APA-formatted in-text citations and references, for content that is quoted, paraphrased, or summarized.
G. Demonstrate professional communication in the content and presentation of your submission.
RUBRIC
1. The provided copy of Task 1 is complete and has passed its evaluation.
2. The submission includes the written deliverable that will be used to communicate the message to the audience identified in part A of Task 1. The deliverable is relevant to the needs of its audience and includes each of the sections listed in the corresponding Work Scenario “Components” list.
3. The submission includes the written deliverable that will be used to communicate the message to the audience identified in part A of Task 1. The deliverable is relevant to the needs of its audience and includes each of the sections listed in the corresponding Work Scenario “Components” list.
4. The submission logically explains how 3 of the given structural components were effectively used in the deliverable from part B.
5. The submission logically explains why the chosen structural components are effective for the audience and the deliverable format.
6. The submission logically explains how 3 of the given design components were effectively used in the deliverable from part B.
7. The submission logically explains how clarity and conciseness were effectively demonstrated in the deliverable from part B.
8. The submission includes the written deliverable that will be used to communicate the message to the audience identified in part B of Task 1. The deliverable is relevant to the needs of its audience and includes each of the sections listed in the corresponding Work Scenario “Components” list.
9. The explanation of the design of the deliverable from part D (i.e., parts E1–E3) is submitted in a separate document from the actual deliverable.
10. The submission logically explains how 3 of the given structural components were effectively used in the deliverable from part D.
11. The submission logically explains why the chosen structural components are effective for the audience and the deliverable format.
12. The submission logically explains how 3 of the given design components were effectively used in the deliverable from part D.
13. The submission logically explains how clarity and conciseness were effectively demonstrated in the deliverable from part D.
14. The submission includes in-text citations and references for content that is quoted, paraphrased, or summarized and demonstrates a consistent application of APA style.
15. Content reflects attention to detail, is organized, and focuses on the main ideas as prescribed in the task or chosen by the candidate. Terminology is pertinent, is used correctly, and effectively conveys the intended meaning. Mechanics, usage, and grammar promote accurate interpretation and understanding.
WorkScenario1.pdf
Work Scenario 1: Organizational Change
Scenario 1: Organizational Change
You are an IT manager for customer service and collections at a financial organization. You
manage a team that consists of 10 systems analysts who do the following:
1) Five systems analysts manage the customer payment processing, understanding
payment card industry (PCI) data security standards, which is a set of security standards
designed to ensure that all companies that accept, process, store, or transmit credit card
information maintain a secure environment. They also understand National Automated
Clearing House Association (Nacha) rules and regulations that manage the administration,
development, and governance of the ACH network, which is the electronic system that
facilitates the movement of money in the United States.
2) An additional five systems analysts work with debt management and collection systems
and have expertise in understanding the customer and how to track the financial
delinquency of an account. The systems analysts understand what customer service needs
to know regarding the customer delinquency to convey and communicate to the
customer. A debt management and collections system eliminates manual effort, reduces
errors, and improves the ability to collect unpaid debt.
The team has been together for five years and works together well. But as the IT manager
for customer service and collections, you have decided that these two groups of analysts
would be better split into two different teams. You feel you should continue to manage the
five systems analysts for the debt management systems due to their role serving a
customer service and collections function, which you are an expert in.
Because you do not have expertise and knowledge in PCI and Nacha compliance, you have
determined that the five systems analysts for payment processing should be under the IT
manager for accounting. You feel this is appropriate because the mandates for compliance
of PCI and Nacha responsibility fall under the accounting finance hierarchy.
As IT manager of the customer service and collections team, you discussed these changes
with the accounting and finance IT manager, and you both agree with this change.
Separating these two teams will require approval from the chief information officer (CIO)
due to the change in cost center for salaries for the five analysts moving to the finance
team, a change in seating, and the five analysts reporting to a new manager.
As manager of your team, and because you are the one requesting the changes, you are
responsible for communicating your message to the relevant stakeholders (audiences).
Choose two of the stakeholders listed below. Different stakeholders will need different
information as you move forward with the reorganization of your team.
Audience Choice #1 – Chief Information Officer (CIO)
Message:
Develop a recommendation and request for approval to move the five systems analysts who
manage customer payment processing from your team to the accounting and finance IT
team.
The CIO understands the challenges associated with the continuous training required to stay
current with the PCI and Nacha mandates, which the organization must meet in order to
process electronic payments. It makes sense to have the systems analysts responsible for
this report to the department that is well versed in these legal mandates and technical
changes to stay compliant.
Components:
Include the following components in your request:
• summary of the issue and request
• justification for the change
• two risks and two benefits of making the change
• how this proposed change will improve productivity and efficiency
• how the recommendation addresses compliance with legal mandates
• cost center change
• changing location of the building for the employees being moved
• potential employee acceptance or nonacceptance
• timeline and justification for timeline
• recommendation(s)
Audience Choice #2 – Human Resources
NOTE: If you choose this option, assume that the CIO has approved the request for the
organizational change.
Message:
Develop a request to move the five systems analysts who manage customer payment
processing to the IT manager over the accounting and finance IT team.
Human resources (HR) is responsible for talent retention and employee satisfaction. HR will
also do the administrative work to move the employees to a different manager and cost
center. HR’s primary function is to support the employees but also support the corporate
efficiency goals, abide by federal and state laws, and assign talent where the organization
can be successful. The HR department will most likely accept this change but will want to be
sure employees feel supported by this change and will need an outline of how this will
happen.
Components:
Include the following components in your request:
• impact to the department cost center
• changing location of the building for the employees being moved
• potential employee acceptance or nonacceptance
• timeline approved by the CIO (HR must approve this timeline as well.)
Audience Choice #3 – Your Staff
Message:
Develop a communication that announces the organizational change to your team members.
The team members consist of 10 systems analysts—five are systems analysts for the
collections system and five are systems analysts for the electronic payment processing. The
team is like a family; they have worked together for years. The team is very professional
and covers for each other on both sides of the functions. For example, some of the
collections analysts cover for the electronic payment processing analysts when needed, and
vice versa. There has been some overlap of responsibilities. This change will not only
separate the team but will also mean that the skills each team member has developed to
cover for each other will no longer be provided.
Components:
Include the following components in your message:
• Identify the reason for the change.
• Notify the five systems analysts for customer payment processing that they will be
moving to a new IT manager and will be in a different building in the future.
• Provide the timeline of when this will happen.
EXAMREQUIREMENTANDRUBIRC-Task2.docx
COMPETENCIES
4054.1.2 : Design
The graduate creates technical communications incorporating accurate, relevant design principles for ensuring audience comprehension.
4054.1.3 : Evaluation (Feedback)
The graduate assesses the effectiveness of the delivered communication for future improvement of communication deliverables.
4054.3.1 : Delivery
The graduate generates technical information according to principles of ethics, clarity, and conciseness to ensure content integrity.
INTRODUCTION
In your career as an IT manager, it is important for you to be able to communicate effectively for various purposes and to various audiences.
In this task, you will create two written deliverables based on the audience analyses you conducted in Task 1. You must successfully complete Task 1 prior to beginning Task 2.
REQUIREMENTS
Your submission must be your original work. No more than a combined total of 30% of the submission and no more than a 10% match to any one individual source can be directly quoted or closely paraphrased from sources, even if cited correctly. The similarity report that is provided when you submit your task can be used as a guide.
You must use the rubric to direct the creation of your submission because it provides detailed criteria that will be used to evaluate your work. Each requirement below may be evaluated by more than one rubric aspect. The rubric aspect titles may contain hyperlinks to relevant portions of the course.
Tasks may not be submitted as cloud links, such as links to Google Docs, Google Slides, OneDrive, etc., unless specified in the task requirements. All other submissions must be file types that are uploaded and submitted as attachments (e.g., .docx, .pdf, .ppt).
A. Provide a copy of your completed, passing Task 1 with your submission for this task.
B. Create the actual deliverable you would write to communicate your message to the audience you identified in part A of Task 1, including the sections listed in the corresponding Work Scenario “Components” list.
Note: This should be the actual written communication deliverable you would send to your chosen audience.
C. Explain the structure and design of the deliverable you submitted in part B by doing the following. Your explanation should be in a separate document from the deliverable you submitted in part B of this task:
1. Explain how you effectively used three of the following structural components in your deliverable from part B of this task:
• headings and subheadings
• paragraphs
• bulleted lists
• columns
• placement (centered, indented, justified, etc.)
• text boxes or callouts
• white space
• separation lines
• tables
• arrangement and grouping
• template and layout
a. Explain why the structural components you chose are effective for the audience and deliverable format.
2. Explain how you used three of the following design components in your deliverable from part B of this task:
• bolding
• italics
• color (background, text, shading, etc.)
• template
• graphics
• charts
• white space
• fonts
• font size
• symbols or bullets
• banners
• lines
3. Explain how your deliverable effectively demonstrates clarity and conciseness.
D. Create the actual deliverable you would write to communicate your message to the audience you identified in part B of Task 1, including the sections listed in the corresponding Work Scenario “Components” list.
Note: This should be the actual written communication deliverable you would send to your chosen audience.
E. Explain the design of the deliverable you submitted in part D by doing the following. Your explanation should be in a separate document from the deliverable you submitted in part D of this task:
1. Explain how you effectively used three of the following structural components in your deliverable from part D of this task:
• headings and subheadings
• paragraphs
• bulleted lists
• columns
• placement (centered, indented, justified, etc.)
• text boxes or callouts
• white space
• separation lines
• tables
• arrangement and grouping
• template and layout
a. Explain why the structural components you chose are effective for the audience and deliverable format.
2. Explain how you used three of the following design components in your deliverable from part D of this task:
• bolding
• italics
• color (background, text, shading, etc.)
• template
• graphics
• charts
• white space
• fonts
• font size
• symbols or bullets
• banners
• lines
3. Explain how your deliverable effectively demonstrates clarity and conciseness.
F. Acknowledge sources, using APA-formatted in-text citations and references, for content that is quoted, paraphrased, or summarized.
G. Demonstrate professional communication in the content and presentation of your submission.
RUBRIC
1. The provided copy of Task 1 is complete and has passed its evaluation.
2. The submission includes the written deliverable that will be used to communicate the message to the audience identified in part A of Task 1. The deliverable is relevant to the needs of its audience and includes each of the sections listed in the corresponding Work Scenario “Components” list.
3. The submission includes the written deliverable that will be used to communicate the message to the audience identified in part A of Task 1. The deliverable is relevant to the needs of its audience and includes each of the sections listed in the corresponding Work Scenario “Components” list.
4. The submission logically explains how 3 of the given structural components were effectively used in the deliverable from part B.
5. The submission logically explains why the chosen structural components are effective for the audience and the deliverable format.
6. The submission logically explains how 3 of the given design components were effectively used in the deliverable from part B.
7. The submission logically explains how clarity and conciseness were effectively demonstrated in the deliverable from part B.
8. The submission includes the written deliverable that will be used to communicate the message to the audience identified in part B of Task 1. The deliverable is relevant to the needs of its audience and includes each of the sections listed in the corresponding Work Scenario “Components” list.
9. The explanation of the design of the deliverable from part D (i.e., parts E1–E3) is submitted in a separate document from the actual deliverable.
10. The submission logically explains how 3 of the given structural components were effectively used in the deliverable from part D.
11. The submission logically explains why the chosen structural components are effective for the audience and the deliverable format.
12. The submission logically explains how 3 of the given design components were effectively used in the deliverable from part D.
13. The submission logically explains how clarity and conciseness were effectively demonstrated in the deliverable from part D.
14. The submission includes in-text citations and references for content that is quoted, paraphrased, or summarized and demonstrates a consistent application of APA style.
15. Content reflects attention to detail, is organized, and focuses on the main ideas as prescribed in the task or chosen by the candidate. Terminology is pertinent, is used correctly, and effectively conveys the intended meaning. Mechanics, usage, and grammar promote accurate interpretation and understanding.