Levy Family Episode 2 Levy Family Episode 2 Program Transcript FEMALE SPEAKER: I want to thank you for getting me this Levy case. I think it's so interesting. Just can't wait to meet with the client. MALE SPEAKER: What do you find interesting about it? FEMALE SPEAKER: Well, he's just 31. Usually the vets I work with are older. If they have PTSD, it's from traumas a long time ago. But Jake, this is all pretty new to him. He just left Iraq a year ago. You know, I was thinking he'd be perfect for one of those newer treatment options, art therapy, meditation, yoga, something like that. MALE SPEAKER: Why? FEMALE SPEAKER: Well, I've been dying to try one of them. I've read a lot of good things. Why? What are you thinking? MALE SPEAKER: I'm thinking you should really think about it some more. Think about your priorities. It's a good idea to be open-minded about treatment options, but the needs of the client have to come first, not just some treatment that you or I might be interested in. FEMALE SPEAKER: I mean, I wasn't saying it like that. I always think of my clients first. MALE SPEAKER: OK. But you mentioned meditation, yoga, art therapy. Have you seen any research or data that measures how effective they are in treatment? FEMALE SPEAKER: No. MALE SPEAKER: Neither have I. There may be good research out there, and maybe one or two of the treatments that you mentioned might be really good ideas. I just want to point out that you should meet your client first, meet Jake before you make any decisions about how to address his issues. Make sense? FEMALE SPEAKER: Yeah. Levy Family Episode 2 Additional Content Attribution ©2013 Laureate Education, Inc. 1 Levy Family Episode 2 MUSIC: Music by Clean Cuts Original Art and Photography Provided By: Brian Kline and Nico Danks ©2013 Laureate Education, Inc. 2 Student #1: Jones Project Management Final Project Approval The organization and department I'll be using in this assignment is the customer service department of Forever 21. I chose this organization and department because Forever 21 has been at the forefront of teen fashion for the past 28 years, but unfortunately last year this organization announced it was filing for bankruptcy. Due to the bankruptcy Forever 21 will be going through many structural changes and I believe structural change will be needed in customer service. I believe that the global customer service department at Forever 21 should start changing the customer culture. If no change is done for Forever 21 it will suffer the same fate as Wet Seal, American Apparel and Delia's, who according to CNN, have had to file bankruptcy and closed all their stores ( Meyersohn & Isidore, 2019). Change in Forever 21’s customer service model will include changing how the organization interacts with customers in person and online. Customer-focus culture is imperative to the success of an organization like Forever 21 and my goal is to build .

1. Levy Family Episode 2
Levy Family Episode 2
Program Transcript
FEMALE SPEAKER: I want to thank you for getting me this
Levy case. I think it's
so interesting. Just can't wait to meet with the client.
MALE SPEAKER: What do you find interesting about it?

2. FEMALE SPEAKER: Well, he's just 31. Usually the vets I work
with are older. If
they have PTSD, it's from traumas a long time ago. But Jake,
this is all pretty
new to him. He just left Iraq a year ago.
You know, I was thinking he'd be perfect for one of those newer
treatment
options, art therapy, meditation, yoga, something like that.
MALE SPEAKER: Why?
FEMALE SPEAKER: Well, I've been dying to try one of them.
I've read a lot of
good things. Why? What are you thinking?
MALE SPEAKER: I'm thinking you should really think about it
some more. Think
about your priorities. It's a good idea to be open-minded about
treatment options,
but the needs of the client have to come first, not just some
treatment that you or
I might be interested in.
FEMALE SPEAKER: I mean, I wasn't saying it like that. I
always think of my
clients first.
MALE SPEAKER: OK. But you mentioned meditation, yoga, art
therapy. Have
you seen any research or data that measures how effective they
are in
treatment?
FEMALE SPEAKER: No.

3. MALE SPEAKER: Neither have I. There may be good research
out there, and
maybe one or two of the treatments that you mentioned might be
really good
ideas. I just want to point out that you should meet your client
first, meet Jake
before you make any decisions about how to address his issues.
Make sense?
FEMALE SPEAKER: Yeah.
Levy Family Episode 2
Additional Content Attribution
©2013 Laureate Education, Inc. 1
Levy Family Episode 2
MUSIC:
Music by Clean Cuts
Original Art and Photography Provided By:
Brian Kline and Nico Danks
©2013 Laureate Education, Inc. 2
Student #1: Jones
Project Management Final Project Approval

4. The organization and department I'll be using in this assignment
is the customer service department of Forever 21. I chose this
organization and department because Forever 21 has been at the
forefront of teen fashion for the past 28 years, but unfortunately
last year this organization announced it was filing for
bankruptcy. Due to the bankruptcy Forever 21 will be going
through many structural changes and I believe structural change
will be needed in customer service. I believe that the global
customer service department at Forever 21 should start changing
the customer culture. If no change is done for Forever 21 it will
suffer the same fate as Wet Seal, American Apparel and Delia's,
who according to CNN, have had to file bankruptcy and closed
all their stores ( Meyersohn & Isidore, 2019). Change in
Forever 21’s customer service model will include changing how
the organization interacts with customers in person and online.
Customer-focus culture is imperative to the success of an
organization like Forever 21 and my goal is to build a proposal
that focuses on the needs of the customers and shareholders.
My project is relevant to the company and division because of
the recent closings of 178 locations that have closed due to
shifts in consumer tastes. And if you research the Forever 21
customer service reviews and complaints received from
customers, you will see that this organization averages a 1.8 out
5 in quality. Poor customer service quality plus wavering
support of “fast fashion” has led to a drop in revenue and lack
of brand loyalty. The buying taste of generation Z is changing,
and mall culture is not the same as when it first explored in the
1980s. Forever 21 saw a drop in revenue from $4.4 billion in
2016 to $3.3 billion last year and went from 43,000 to 32,800
employees, this is not ideal considering that Forever 21 is close
to $500 million in debt. While Forever 21 halts production it is
a good time to simplify things and change the quality of
customer service that its employees provide.
One of the possible hurdles I would face is rallying support
behind my project or team. I can mitigate having trouble finding
support by having clear objectives and relating them to

5. company objectives and layout the value of my project. I must
avoid misalignment between my project and Forever 21’s
business objectives in order to prevent gaps. The second hurdle
I would face in my project is managing to keep teams on the
same page. I believe I will encounter this obstacle because my
team that would be part of this project would be widely spread
out due to how large the customer service department of Forever
21 is. However, I can mitigate this problem by keeping
communication on a single platform or page to avoid confusion
and keep a schedule that accommodates the differing time zones
around the world. The third and last hurdle I would face is
fragmentation because of how large of an organization Forever
21 is and the size of the customer service department.
Fragmentation can be mitigated by prepping for potential
problems and slippages.
The references I plan to use below are relevant to my project
because the article details the rise and fall of Forever 21. And
these articles have helped me understand what structural
changes needed to be made while the organization is going
through bankruptcy.
Reference
Meyersohn, N., & Isidore, C. (2019, September 30). Forever 21
files for bankruptcy and will close up to 178 US stores.
Retrieved
from https://www.cnn.com/2019/09/29/business/forever-21-
bankruptcy/index.html (Links to an external site.)
Maheshwari, S. (2019, September 30). Forever 21 Bankruptcy
Signals a Shift in Consumer Tastes. Retrieved
from https://www.nytimes.com/2019/09/29/business/forever-21-
bankruptcy.html (Links to an external site.)
Reply
Student 2: Matt

6. TuesdayFeb 18 at 6:31pm
Manage Discussion Entry
I work with an organization who is partners with Ford Motor
Company called Jacobs Engineering. The department I will be
talking about is the Vehicle Evaluation and Verification (VEV)
department. The VEV department handles different emissions
projects that come into Jacobs every day. There are multiple
sites and many different technicians that run testing allowing
other companies to complete their projects they have been
assigned. When a technician sets a production vehicle onto a
dynamometer and runs the emission and fuel economy testing
there are different engineers that record the data allowing them
to move onto the next project. For example, I have been running
testing on the new hybrid vehicles allowing them to go into a
certification phase. After this certification phase the company is
allowed to put them onto a dealership lot. There are many
different projects being run throughout the building and each
project has to be done on a certain time. This is how the VEV
department decides whether or not it is high-priority testing or
not for the technicians running these test projects.
Growing up as a kid I was always told that Ford is the best
brand car company there is and my whole family owns Ford
vehicles. Jacobs Engineering is part of the Ford community and
lets me grasp a little bit further into detail what powers these
cars and how they are testing to maintain certain emissions. The
VEV department within Jacobs Engineering interests me
because it is something I deal with every day. I am able to see
all of the new updated and new project cars that will be released
into the public in a later moment of time. It is hard to explain a
lot of my job because I am unable to speak of it in detail. When
I was younger I was always intrigued with cars and how they
worked, it became a passion of mine then and still is to this day.
The progress technology has made with many more
advancements that anyone could ever imagine is unbelievable
when you see it all connected and working within a running

7. vehicle. Since this department specifically lets me look at all of
these technologies and upgrades it keeps me interested to see
how they will look when they start selling on the dealership
lots.
These projects are relevant to my division and company because
if it weren't for these projects many of these newer car
emissions would be crazy. My division brings in these new
projects every day to allow newer model vehicles to improve on
the fuel economy to help the environment and save on gas
money. The better the fuel emissions the better Ford looks
compared to their competitors. Projects that are loaded up onto
my site are from engineers trying to figure out what needs to be
done in order to be better than previous year model cars and
better than the competition like GM, Toyota, etc. There are a
couple different problems or issues that relate to these projects
that I receive every day. What I have noticed while working
with this organization is that a lot of these test vehicles should
not be approved to run on a dynamometer. Also, there should be
regular maintenance on the driving sites themselves. It is unsafe
and could cause danger to whoever is driving the vehicle or
around the site at the time. I have had different project cars get
thrown into park while driving 50 mph, ceiling tiles fall onto a
windshield, and many more. These vehicles can shake
aggressively and throw you off of the dyno rolls and can cause
major harm. These are some of the issues that need to be
addressed by Ford Motor Company.
One major obstacle that I will encounter while working on this
assignment is that I do not believe that I will be able to share
everything to my knowledge because of the nondisclosure
contract that I signed when I first got hired into the company.
The company does not want anything major to get leaked out for
our competitors. Something I will be able to do to get around
this is to ask my supervisor in the workplace what I am allowed
to post about the work projects. I have done this in the past and

8. gotten the approval on what I can post into our discussions.
Another hurdle I will have to work around is trying to find all
of the detailed information about the company and its projects.
It will be difficult trying to locate these references allowing me
to provide information that isn't from my supervisor and I can
work around this hurdle by looking at references on my work
website allowing me to get an approval with detailed
information about the company. If there is information already
out to the public it is allowed to be shared from myself. Lastly,
a hurdle I will have to try and work around is getting
information on the specific projects that engineers bring to VEV
technicians on a daily basis. These engineers from Ford, and
myself, will have to become more in contact that will better
allow me to find out more information on what the projects have
located inside of them.
These references do not have the exact projects that I will be
talking about. What these references have is the outcome of the
aftermath from Jacobs Engineering and what these projects have
accomplished.
Ford. (2020). Ford Media Center. Retrieved from
https://media.ford.com/content/fordmedia/fna/us/en.html
Jacobs. (2020). Newsroom. Retrieved from
https://www.jacobs.com/newsroom