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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.