1. Title
Technology Management Plan
2. Introduction
You have been selected to be the acting CIO for a subsidiary of Largo Corporation called Rustic Americana. Its primary products include arts and crafts that reflect the history, geography, folklore and cultural heritage of the United States. It specializes in direct marketing and sales through its call center. Sales are through a web store, a brick and mortar store, and a direct mail catalogue. All services are housed under one roof that include warehousing, order fulfillment, shipping, corporate management and operations, and the call center. The success of the company hinges on its eye-catching direct mail catalogue and the unique product line.
Unfortunately, annual sales have declined over the years due largely due to internal issues. The previous CIO was terminated some say due to incompetence primarily related to the underperforming call center. In addition, speculation swirled around the activities of the CIO. He was often absent from the building. He secluded himself behind the closed door of his office. Associated rumors mounted, and it was believed that he was running a consulting business on company time. When the Rustic Americana CEO asked him about this during a formal review, the CIO answered that it was a weekend hobby that kept him abreast of emerging technologies. The CEO asked him if one of their competitors was a client and he vehemently denied the accusation. She was certain that the CIO was not being entirely truthful with her.
Call Center Operations
Managing a call center demands a wide range of skills including managerial, troubleshooting, patience and being cool under pressure. Knowledge of computer and communications skills is helpful but most call centers have a technical support division. The call center manager is Prisha Khan – she has been in the job for about 2 months.
The customer service representative (CSR) in the call center responds to a call for product. On the
customer management system (CMS
), the CSR collects and directly enters customer information; on a separate
inventory management system (IMS
), the CSR looks up the product, and verifies if the warehouse has it in stock. If it does, the order is entered on the CMS, and the CSR decreases the inventory on the IMS. On the CMS, the CSR creates an order fulfillment ticket that is automatically shuttled to the warehouse processing clerk who prints it and then generates the shipping label. The shipping label is prepared through a web-based system through either UPS or USPS, which also produces a tracking number used by both the company and the customer. The processing clerk enters the shipping costs and tracking number into the CMS. The customer is billed when the order ships.
The warehouse crew uses bar code scanners to track merchandise; once the order is selected, it moves along a conveyor to a shipping clerk who packages the order, affixes the shipping label, scans the bar code, and places t.
Case Study details of IMS's successful integrated systems implementation on the NFL's biggest stage, including The Super Bowl, The Pro Bowl and The NFL Experience
Case Study details of IMS's successful integrated systems implementation on the NFL's biggest stage, including The Super Bowl, The Pro Bowl and The NFL Experience
Dear students get fully solved assignments
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12-15 page paper with 5 slide PowerPoint on an current management .docxAlyciaGold776
12-15 page paper with 5 slide PowerPoint on an current management issue, MY ISSUES:
(OPEN COMMUNICATION)
PAPER WILL BE SUBMITTED TO TURNIN!
APA, (6
TH
ED.) paper has to included title page& table of content
No pronouns
Cite all quantitative data
Cite all quotes ( try not to use quotations)
Intro ½ page
Background ¾ page
Literature review 4-5 page
Analysis 3-4 page ( detailed information)
Conclusion ¾ page ( WHAT,WHY,HOW,WHOM)
References page-Minimum of 20 published scholarly sources current as possible
Abstract (these questions has to be answered)
Clear statement of problem or issue
Methods or procedures summarized
Results summarized
Conclusions summarized
DUES BY MAY28 5PM
.
12Working With FamiliesThe Case of Carol and JosephCa.docxAlyciaGold776
12
Working With Families:
The Case of Carol and Joseph
Carol is a 23-year-old, heterosexual, Caucasian female and the
mother of a 1-year-old baby girl. She is currently unemployed,
having previously worked for a house cleaning company. The
baby is healthy and developmentally on target, and she and the
parents appear to be well bonded with one another. Carol lives in
a rented house with her husband, Joseph. Joseph is a 27-year-old,
heterosexual, Hispanic male. He was recently arrested at their
home for a drug deal, which he asserts was a setup. Both parents
were charged with child endangerment because weapons were
found in the child’s crib and drugs were found in the home. The
parents assert that the child never sleeps in the crib but in their
bed. As a result of the parents’ arrest, social services was notified,
and the child was temporarily placed in a kinship care arrangement
with the maternal grandmother, who resides nearby. As a
result of Joseph’s arrest, he was fired from the cleaning company
where he worked, and the family is now experiencing financial
difficulties.
After initial contact was made with the parents, a number of
concerns were noted and the family was recommended for additional
case management. Carol’s mother indicated that she had
concerns about Carol’s drinking habits and stated that Carol’s
father and grandfather were alcoholics. She and the father separated
when Carol was a baby, and Carol has had only limited
contact with him. There appears to be significant tension between
the grandmother and Carol and Joseph. I addressed the alcohol
issue with both parents, who denied there was a problem, but
shortly after the discussion, Carol was involved in a serious car
accident with the baby in the car. She was determined to have been
under the influence of alcohol. I advised Carol that she could not
have any unsupervised contact with her child until she completed
intensive inpatient substance abuse treatment. I made arrangements
for her placement, but after a week, she was discharged
for noncompliance with the rules. She was then referred to an
intensive outpatient program and began therapy there. Initially
her attendance was erratic because she had lost her license as a
result of the DUI. Eventually, however, she became engaged in the
program and began to address her issues. She acknowledged that
she had started using drugs at a very young age but said that she
had only begun drinking in the previous year or so. We discussed
the genetics of her family, and she said that she realized that she
had deteriorated rapidly since beginning to drink and knew that
she simply could not drink alcohol.
Joseph’s mother is deceased, and his father travels extensively
in his job and is not available as a support. Joseph was
very devoted to his mother and was devastated by her premature
death. We discussed the strengths that he and Carol demonstrated
in staying together and working out their p.
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Dear students get fully solved assignments
Send your semester & Specialization name to our mail id :
help.mbaassignments@gmail.com
or
call us at : 08263069601
12-15 page paper with 5 slide PowerPoint on an current management .docxAlyciaGold776
12-15 page paper with 5 slide PowerPoint on an current management issue, MY ISSUES:
(OPEN COMMUNICATION)
PAPER WILL BE SUBMITTED TO TURNIN!
APA, (6
TH
ED.) paper has to included title page& table of content
No pronouns
Cite all quantitative data
Cite all quotes ( try not to use quotations)
Intro ½ page
Background ¾ page
Literature review 4-5 page
Analysis 3-4 page ( detailed information)
Conclusion ¾ page ( WHAT,WHY,HOW,WHOM)
References page-Minimum of 20 published scholarly sources current as possible
Abstract (these questions has to be answered)
Clear statement of problem or issue
Methods or procedures summarized
Results summarized
Conclusions summarized
DUES BY MAY28 5PM
.
12Working With FamiliesThe Case of Carol and JosephCa.docxAlyciaGold776
12
Working With Families:
The Case of Carol and Joseph
Carol is a 23-year-old, heterosexual, Caucasian female and the
mother of a 1-year-old baby girl. She is currently unemployed,
having previously worked for a house cleaning company. The
baby is healthy and developmentally on target, and she and the
parents appear to be well bonded with one another. Carol lives in
a rented house with her husband, Joseph. Joseph is a 27-year-old,
heterosexual, Hispanic male. He was recently arrested at their
home for a drug deal, which he asserts was a setup. Both parents
were charged with child endangerment because weapons were
found in the child’s crib and drugs were found in the home. The
parents assert that the child never sleeps in the crib but in their
bed. As a result of the parents’ arrest, social services was notified,
and the child was temporarily placed in a kinship care arrangement
with the maternal grandmother, who resides nearby. As a
result of Joseph’s arrest, he was fired from the cleaning company
where he worked, and the family is now experiencing financial
difficulties.
After initial contact was made with the parents, a number of
concerns were noted and the family was recommended for additional
case management. Carol’s mother indicated that she had
concerns about Carol’s drinking habits and stated that Carol’s
father and grandfather were alcoholics. She and the father separated
when Carol was a baby, and Carol has had only limited
contact with him. There appears to be significant tension between
the grandmother and Carol and Joseph. I addressed the alcohol
issue with both parents, who denied there was a problem, but
shortly after the discussion, Carol was involved in a serious car
accident with the baby in the car. She was determined to have been
under the influence of alcohol. I advised Carol that she could not
have any unsupervised contact with her child until she completed
intensive inpatient substance abuse treatment. I made arrangements
for her placement, but after a week, she was discharged
for noncompliance with the rules. She was then referred to an
intensive outpatient program and began therapy there. Initially
her attendance was erratic because she had lost her license as a
result of the DUI. Eventually, however, she became engaged in the
program and began to address her issues. She acknowledged that
she had started using drugs at a very young age but said that she
had only begun drinking in the previous year or so. We discussed
the genetics of her family, and she said that she realized that she
had deteriorated rapidly since beginning to drink and knew that
she simply could not drink alcohol.
Joseph’s mother is deceased, and his father travels extensively
in his job and is not available as a support. Joseph was
very devoted to his mother and was devastated by her premature
death. We discussed the strengths that he and Carol demonstrated
in staying together and working out their p.
12 pages The papers must be typed (12 point font) in Times N.docxAlyciaGold776
1
2
pages
The papers must be typed (12 point font) in Times New Roman Font; double-spaced (unless otherwise noted), with one inch margins.
the organization should be a business or company basis.
Provide the links for the company's news.
You show up for work in a new organization or “parachute” into the organization (often knowing little about the organization).
This analytical paper describes how you observe and orient in this new environment to more fully understand the organization’s behavior.
address the deeper
currents of culture
as well as how
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mission
drive behavior.
address your place in this organization (from which perspective are you writing), not merely from a “job description” perspective, but from at the individual and group levels of analysis.
While not limited to these topics
address leadership, motivation, communications, and ethics.
In addition to incorporating
a wide variety of specific OB distinctions from the course
, the paper must
analyze
(not merely describe) the organization’s behavior from each zoom level:
individual, group, organization, and inter-organizational.
t
h
ird-person perspective
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The paper requires you to think deeply about OB in a specific organization.
use an organization you have experience with or research one where you would like to work.
Ideally, from reading this paper, professor should have the experience of being there with you and gain a valuable understanding of this organization.
Another way to look at this paper is as the document which uncovers the currents of organizational behavior in a methodical way.
The exercise of writing this paper provides you with a template for analyzing your next organization’s behavior, to avoid organizational pitfalls, and more quickly make a valuable contribution.
Organizational behavior concepts include: (analyze at least 8 concepts below from
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)
Diversity
Attitudes and Job Satisfaction
Emotions and Moods
Personality and Values
Perception and Individual Decision Making
Motivation Concepts and Application
Foundations of Group Behavior & Understanding Work Teams
Communication
Leadership
Inter-Organizational Behavior
Power and Politics
Conflict and Negotiation
Foundations of Organizational Structure
Organizational Culture
Organizational Change and Stress Management
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12 new times roman 4-6 pages double spaced apply ONE of t.docxAlyciaGold776
12 new times roman
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apply ONE of the theories listed below to
The Jack-Roller: A Delinquent Boys Own Story
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Follow the guidelines CAREFULLY
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Gottfredson and Hirschi: Self-Control Theory
·
Sampson and Laub: Age-graded Theory of Informal Social Control
·
Moffitt: Developmental Taxonomy
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112016 @1000 a.m. 100 percent original 400-600 words with at leas.docxAlyciaGold776
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To further support the acquisition of a new electronic health record (EHR) system, the chief information officer (CIO) has asked you, as an information technology (IT) manager, to meet with the nursing department heads to summarize the differences and the application of relational and object-oriented databases within an EHR system.
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In learning about energy sources and non-fossil fuel sources, multiple technological advances were identified. These can reduce people's footprint on the planet and reduce the burden on fossil fuels.
Using already existing technology, describe ways in which people could reduce the need for external electrical and heat energy.
In completing this, you should be able to create a house that does not rely on public utilities.
Think of houses that exist in remote areas, where these public services do not reach; how can this be accomplished?
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11.1 - write a servlet that uses doGet to return a markup document that provides your name, electronic mail address, and mailing address, along with a brief autobiography. test your servlet with a simple markup document.
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10–15 slides with 150–200 words in the notes page.
Using all
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1000+ word essay MLA style
Topic
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How much background is required to properly acquaint readers with your issue?
Will your claim be placed early (introduction) or delayed (conclusion) in your paper?
What is your supporting evidence?
Have you located authoritative (expert) sources that add credibility to your argument?
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I wanted to make the instructions clear so I am not penalized when it comes to grading.
All paragraphs should have a topic sentence and supporting sentences explaining one idea and not multiple ideas.
Things I got hit on, on past papers on here.
Intro
Opposition
Supporting argument
Conclusion
Works cited page
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You work for a popular consumer electronics company that sells products such as cell phones, tablets, and personal computers. The vice president of operations has talked to you about setting up a warehousing and distribution process that can support business expansions globally. He has asked you to develop a recommendation that will help build a business plan. You need to focus on the areas of transportation regulations and policies, transportation methodologies, warehousing, distribution, and inventory management.
The company is looking to start its global expansion in the European Union and China. You will focus your analysis and recommendations for this report on importing goods into those areas from the United States and fulfilling customer orders from in-region warehousing or distribution centers. Your outline should include the following:
Part I:
Transportation Regulations and Policies
Define the goal
Explain the relevance
National security
Public safety
Environment
Unrestrained competition
Part II:
Transportation Methodologies
Economic viability
Practical use
Applications in domestic and global markets
Part III:
Warehousing and Distribution
Principles
Design
Storage and handling
Information systems and information technology
Third-party logistics providers (3PL)
Part IV:
Inventory Management
Inventory functions for intermediate and final products
Packaging techniques
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Numerous emails have been sitting in the HR Director's in-box for two months. Smith is highly agitated that none of his have been responded to. Now that you are hired, he has asked you to address the emails immediately.
Read
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concerning a report needed to respond to Smith's direction that the company have its own retirement plan such as a 401(k) plan, the laws affecting such plans, and what to do about funding it since the company is in a cost-cutting mode.
Complete
Smith's directions and the instructions in the email.
Use
headings to appropriately signal the topics and keep your document organized.
Use
a minimum of five in-text citation sources within your paper and identify them in your APA correctly formatted References page.
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the Assignment Files tab to submit your assignment.
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While Abraham Lincoln and John F. Kennedy were superior national leaders, everyday persons also take on the responsibilities and risks of leadership, as illustrated by Robert, The blind man, in Raymond Carver’s “Cathedral”. On the other hand, Lieutenant Jimmy Cross in Tim O’Brien’s “the things they carried” believes he has neglected his duties as the leader of his platoon.
If you were conducting a leadership workshop for your college or local community, how could you use these four individuals to illustrate key points of your presentation? What other examples—contemporary or historical, fictional or factual—might you use to illustrate leadership qualities?
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Do you have a lead-in to “hook” your reader? (an example, anecdote, scenario, startling statistic, or provocative question.)
How much background is required to properly acquaint readers with your issue?
Will your claim be placed early (introduction) or delayed (conclusion) in your paper?
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Have you located authoritative (expert) sources that add credibility to your argument?
Have you considered addressing opposing viewpoints?
Are you willing to make some concessions (compromises) toward opposing sides?
What type of tone (serious, comical, sarcastic, inquisitive) best relates your message to reach your audience?
One written, have you maintained a third person voice? (no “I” or “you” statements)
How will you conclude in a meaningful way? (call your readers to take action, explain why the topic has a global importance, or offer a common ground compromise that benefits all sides?)
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1000 words and dont use the InternetFrom the book answer the qu.docxAlyciaGold776
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B. How do these histories of non-westren women contribute to non-westten historiograph?
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100 original 0 plagiarism, with introduction and conclusion.I.docxAlyciaGold776
100% original 0 plagiarism, with introduction and conclusion.
I need no more late than tomorrow Jun 6 at 7 pm.
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Addresses the issue in the Population of Puerto Rico. Discusses the cultural aspects that influence.)
Prepare a 950 word paper in which you describe changes that occur during middle childhood and adolescence concerning family and peer relationships, and how they might influence future development. Be sure to include the following items in your description:
Evaluate the effect of functional and dysfunctional family dynamics on development (e.g., family structure, function, and shared and nonshared environments).
Determine the positive and negative impact of peers and changes in peer relations from middle childhood to adolescence.
Examine additional pressures faced in adolescence compared to middle childhood.
Discuss the development of moral values from middle childhood into adolescence.
Use a minimum of two peer-reviewed sources.
Format your paper consistent with APA guidelines.
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Include at least four additional scholarly reference.
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100% Original Work
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10-1 Discussion Typical vs. Atypical DevelopmentThroughout this c.docxAlyciaGold776
10-1 Discussion: Typical vs. Atypical Development
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The traditional approach for identifying qualified applicants is often driven by old traditions like looking at resumes, degree, years of experience, and even looks. What other, more quantifiable measures might be used when hiring a new employee? Be specific.
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Youth violence
Asthma in children
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Thinking of getting a dog? Be aware that breeds like Pit Bulls, Rottweilers, and German Shepherds can be loyal and dangerous. Proper training and socialization are crucial to preventing aggressive behaviors. Ensure safety by understanding their needs and always supervising interactions. Stay safe, and enjoy your furry friends!
Safalta Digital marketing institute in Noida, provide complete applications that encompass a huge range of virtual advertising and marketing additives, which includes search engine optimization, virtual communication advertising, pay-per-click on marketing, content material advertising, internet analytics, and greater. These university courses are designed for students who possess a comprehensive understanding of virtual marketing strategies and attributes.Safalta Digital Marketing Institute in Noida is a first choice for young individuals or students who are looking to start their careers in the field of digital advertising. The institute gives specialized courses designed and certification.
for beginners, providing thorough training in areas such as SEO, digital communication marketing, and PPC training in Noida. After finishing the program, students receive the certifications recognised by top different universitie, setting a strong foundation for a successful career in digital marketing.
Biological screening of herbal drugs: Introduction and Need for
Phyto-Pharmacological Screening, New Strategies for evaluating
Natural Products, In vitro evaluation techniques for Antioxidants, Antimicrobial and Anticancer drugs. In vivo evaluation techniques
for Anti-inflammatory, Antiulcer, Anticancer, Wound healing, Antidiabetic, Hepatoprotective, Cardio protective, Diuretics and
Antifertility, Toxicity studies as per OECD guidelines
This slide is special for master students (MIBS & MIFB) in UUM. Also useful for readers who are interested in the topic of contemporary Islamic banking.
A review of the growth of the Israel Genealogy Research Association Database Collection for the last 12 months. Our collection is now passed the 3 million mark and still growing. See which archives have contributed the most. See the different types of records we have, and which years have had records added. You can also see what we have for the future.
1. 1. Title
Technology Management Plan
2. Introduction
You have been selected to be the acting CIO for a subsidiary of
Largo Corporation called Rustic Americana. Its primary
products include arts and crafts that reflect the history,
geography, folklore and cultural heritage of the United States. It
specializes in direct marketing and sales through its call center.
Sales are through a web store, a brick and mortar store, and a
direct mail catalogue. All services are housed under one roof
that include warehousing, order fulfillment, shipping, corporate
management and operations, and the call center. The success of
the company hinges on its eye-catching direct mail catalogue
and the unique product line.
Unfortunately, annual sales have declined over the years due
largely due to internal issues. The previous CIO was terminated
some say due to incompetence primarily related to the
underperforming call center. In addition, speculation swirled
around the activities of the CIO. He was often absent from the
building. He secluded himself behind the closed door of his
office. Associated rumors mounted, and it was believed that he
was running a consulting business on company time. When the
Rustic Americana CEO asked him about this during a formal
review, the CIO answered that it was a weekend hobby that kept
him abreast of emerging technologies. The CEO asked him if
one of their competitors was a client and he vehemently denied
the accusation. She was certain that the CIO was not being
entirely truthful with her.
Call Center Operations
Managing a call center demands a wide range of skills including
managerial, troubleshooting, patience and being cool under
pressure. Knowledge of computer and communications skills is
helpful but most call centers have a technical support division.
2. The call center manager is Prisha Khan – she has been in the job
for about 2 months.
The customer service representative (CSR) in the call center
responds to a call for product. On the
customer management system (CMS
), the CSR collects and directly enters customer information; on
a separate
inventory management system (IMS
), the CSR looks up the product, and verifies if the warehouse
has it in stock. If it does, the order is entered on the CMS, and
the CSR decreases the inventory on the IMS. On the CMS, the
CSR creates an order fulfillment ticket that is automatically
shuttled to the warehouse processing clerk who prints it and
then generates the shipping label. The shipping label is prepared
through a web-based system through either UPS or USPS, which
also produces a tracking number used by both the company and
the customer. The processing clerk enters the shipping costs and
tracking number into the CMS. The customer is billed when the
order ships.
The warehouse crew uses bar code scanners to track
merchandise; once the order is selected, it moves along a
conveyor to a shipping clerk who packages the order, affixes the
shipping label, scans the bar code, and places the package into a
bin for delivery pick-up. The final scan automatically enters
the dollar amounts into the system for billing.
An old UNIX system is used to manage inventory. Data input
clerks entered information on new merchandise into it, CSRs
referred to it for product data, and if the product was on hand, it
produced an order processing form which was sent to the
warehouse for processing. The CSR could reduce the inventory
through the terminal on their desk.
The problem they experienced was a refresh rate on volatile
inventory. It was a common occurrence that a customer would
be told the product would ship when it was in fact depleted by
other CSRs.
There were conflicting views on the party responsible for
3. upgrading the systems. The former CIO believed the call center
manager needed to take the lead on upgrading operations, while
the call center manager complained that this was an
IT problem and she could not tolerate downtime
. To add to the fray, the Chief Financial Officer balked at the
cost associated with this investment. The CEO did not feel the
urgency and leaned to the CFO for advice.
Staffing the call center is the responsibility of the call center
manager. Ms. Khan uses past volume experience to make sure
there were sufficient CSRs on hand. She kept a list of “on-call”
CSRs for unanticipated business.
Her staffing limit was the number of stations with computer
access to the servers.
The call center uses a Cisco Voice over Internet Protocol
(VoIP) phone system. The phone system runs on two standalone
servers -- one for call routing and the other for voicemail. There
is a dedicated toll free number into the center, and the system is
programmed with an auto-attendant to direct calls
. The volume of calls is a problem, and the number of lines is
less than the number of agents available to take calls during
high volume periods.
This is because there is a per-trunk monthly service chargeand
the call center cannot adjust the number of trunks based on
periodic demand. When the caller is placed in queue, the
standard practice is to limit the length of the average call to six
rings.The phone system requires a local coaxial cable Internet
service to supply broadband. Phones are connected to the
network architecture using standard Cat5 copper cabling which
routes phone traffic to the call center.
Under this approach, there have been issues with “quality of
service.” The former CIO was fond of saying “problems with
the cable company” when things went wrong. There was no
effort to track downtime. During these “downtimes” the entire
call center becomes idle and revenue is lost.
Because the Internet is tied to the same cable service, web
services were also down
4. . The Rustic Americana CEO felt that the lack of access
discouraged new customers, but no data was collected to
indicate a correlation between downtimes and sales decline.
Inside the building there is an application server, a server for
Microsoft Outlook email, the web server, and the typical
complement of routers and switches. The former CIO used a
variety of hardware from different vendors. When broadband
cable services are up, bandwidth is not a problem
,
except when the former CIO allowed employees to
stream movies during their breaks to boost morale
. Employees routinely used their workstations to check personal
email, and to manage their social networking accounts. There
was a problem with one employee posting
unflattering comments about the company
that resulted in a severe reprimand.
The data systems for the call center are setup as follows. The
center has two data servers. One data server
has a UNIX operating system, and it runs Oracle database
technology
. The second server is a
Microsoft operating system, and it runs SQL database
technology
. The two data servers are accessed via 40 workstations in the
call center. It is staffed 24/7 but is closed on major holidays.
The call center also contains 10 additional older workstations
,
which are used by data input clerks to update inventory when
ordered and upon arrival this inventory was verified and bar
code tagged with local stock inventory labels.
CSRs use a "homegrown" customer support application
developed in house which uses a generic Oracle Forms
interface. The former CIO did not believe in "bells and
whistles" of modern
Customer Resource Management (CRM) systems
-- besides, the Director of Marketing did not understand the
5. value of CRM, the CFO was not persuaded to make the software
and hardware investments, and the Rustic Americana CEO held
stereotypical, non-strategic views of customers. The inability to
do their required work was a constant complaint of agents.
Moreover, there is no technology infrastructure in place to
support mobile computing such as staff use of tablets or (more
critical) a wireless interface on bar code scanners used in the
warehouse.
Your Role as Acting CIO
You should frame your work around understanding the
mechanics of enterprise technology management beyond the
need to specifically recommend the
replacement of antiquated yet functional systems.
You should strive for an
alignment of technology with the business needs
.
You have been asked by the Corporate CEO to fix the problems
created by the former CIO’s perceived mismanagement of the IT
operations and resources. In particular, you need to address the
numerous complaints about the call center regarding its
poor service such as delayed shipping and failure to notify when
a product is out of stock.
The CEO asked that a plan be prepared and presented for
effectively managing the company’s IT operations – specifically
its call center. Within Rustic Americana, there is a Chief
Financial Officer, a Director of Marketing, a Direct Sales
Director and the usual departments. You are the “acting” CIO,
and as such, you have your own staff of ten which includes an
assistant who handles staff management and equipment orders, a
network engineer for each of the three critical systems, a
systems analyst, a web server programmer, and four desktop
support technicians.
This learning activity focuses what it takes to manage technical
operations. You will learn about creating reliable feedback
mechanisms for difficulties at all levels of enterprise
Information Technology interface. This includes timely
6. discovery of technology related issues, resolution of these
issues, creating a culture of trust and dependence, informing
staff of your activities, and developing strategic plans for
reducing bottlenecks in the future.
Understanding technology management is important to an IT
professional because in this environment, as would be true of
most corporate environments, computer-based information
systems are at the core of an efficient and competitive service
delivery. Effective leadership requires the identification of
problems, the resolution of those problems, an eye on the future
of the corporation and its profit, and transparency through
communication with peers and subordinates.
3. Steps to Completion
1) Analyze the Situation
First review and analyze the business and IT operations of the
call center. Break down the entire process into smaller parts
and analyze these parts. If necessary draw a sketch.
In general, here are some typical questions one should consider
as part of the analysis:
1.
What is the business model for the corporation?
2.
Where is technology strong? Where is it weak?
3.
How do we manage capacity both in terms of our computer
system’s capacity (and response time and fault tolerance) and
our staffing capacity (does the work performed full occupy the
expertise for which it is paid?).
4.
What is our sustainability policy?
5.
7. What is our technology innovation strategy?
6.
What is our level of contract support? How are contracts
evaluated for their full value to the efficiency of the
corporation?
7.
How are problems solved within the corporation?
Next identify key issues and challenges. Beyond technical
concerns, there are also managerial issues that need to be
addressed.
Deliverable: Capture this information in an issue matrix which
is a table that lists, categorizes and prioritizes these problems
(High, Medium, and Low), that assigns responsibility for the
problem to internal staff, to contract support, or to others
(specify these individuals) and contain other information you
feel relevant. This will be shown to management so they will
readily identify and understand the key concerns. Use your
creativity.
2) Identify Best Practices
Research current best practices relating to technology
management practices including operational improvement
approaches. You can start with these U.S. Government
Accountability Office (GAO) information:
http://www.gpo.gov/fdsys/pkg/GAOREPORTS-T-AIMD-97-
38/pdf/GAOREPORTS-T-AIMD-97-38.pdf
http://www.gao.gov/key_issues/leading_practices_information_t
echnology_management/issue_summary
http://www.gao.gov/assets/670/663051.pdf
8. Also, key management best practices are listed in Chapter 2 of
this reference:
https://books.google.com/books?id=49OC_fPnOhcC&printsec=f
rontcover&dq=management+best+practices&hl=en&sa=X&ei=N
z5FVZWOGsengwShlIDQBA&ved=0CF8Q6AEwCTge#v=onepa
ge&q=management%20best%20practices&f=false
Also identify people management skills needed to have an
effective operation. You can begin with this link:
http://www.forbes.com/sites/victorlipman/2014/06/09/6-tips-
for-managing-people-who-are-hard-to-manage/
Understand ethical requirements for individuals in an
organization. You can review what is in our textbook. Here is
an article about the subject:
https://www.aitp.org/news/93013/How-Ethical-Theories-Apply-
to-IT-Professionals.htm
Deliverable: Prepare a best practices report that addresses the
key findings from this step. This will be shown to corporate
management. Minimum length: 400 words.
3) Select Applicable Operational Improvements
You are to identify what is needed for managing the call center.
You use all of your staff as a team to identify solutions (Note:
you may request for new positions on your staff but you cannot
exceed your current number of slots).
You have a sense of the problems; now document the best
practices which, if implemented, generate a computing
environment more stable, reliable and innovative and help in
resolving the challenges you have set as top priorities facing
your corporation.
Specifically, identify needed operational improvements
applicable to Rustic Americana’s call center with a set of
9. recommendations. Among other approaches, explore the use of
ITIL to provide customer-centric IT services. Here is a good
starting resource:
http://www.best-management-
practice.com/gempdf/itsmf_an_introductory_overview_of_itil_v
3.pdf
Here is an introduction to call centers:
https://books.google.com/books?id=0ZdG1qF2XvYC&printsec=
frontcover&dq=call+center+management&hl=en&sa=X&ei=TU
FFVY_jHomoNvemgAg&ved=0CD8Q6AEwAg#v=onepage&q=c
all%20center%20management&f=false
Also, be sure to address ethical behavior based on concerns
raised in this learning demonstration. This has been a major
concern in Largo Corporation because of recent unethical
corporate practices that has been in the news recently.
Also address needs for the support, renewal, and sustainability
of a call center technology. Be sure to specify effective day-to-
day practices needed to manage operations.
Deliverable: Develop an operational improvement report that
summaries the key requirements discussed above. Minimum
length: 600 words.
4) Document Findings and Recommendations
Document key findings and recommendations in a presentation
to your executive team (e.g., CEO, CFO, and Director of
Marketing). This presentation should document the issues and
solutions identified earlier.
Deliverable: Final presentation
The presentation should consist of 10-15 slides. It should
include audio narration (directions are found at:
https://support.office.com/en-au/article/Add-narration-to-a-
presentation-0b9502c6-5f6c-40ae-b1e7-e47d8741161c
10. ). The narration should also be captured in the slide notes.
As an alternate method of delivery, you can create a video using
YouTube Capture (
https://www.youtube.com/capture
) or a similar tool.
4. Deliverables
1)
Issue matrix
2)
Best practices report
3)
Operational improvement report
4)
Final presentation
Create a folder to hold all of your deliverables.
Title your files using this protocol: Lastname_FirstInitial_I-
2_AssignmentName_Date.
Please zip (compress) the folder containing all of your files and
submit the zipped file in the Assignments area.
In lieu of submitting the presentation, you may provide a link to
your presentation file.
5. Rubrics
Criteria
Weight
(%)
Score
Identify and analyze issues prevalent in a technical environment
20
11. Create a strategy for the management oversight of enterprise
technology resources including the IT infrastructure reflecting
best practices
30
Identify operational solutions to issues in a technical
environment
30
Apply ethical principles when determining actions
10
Exhibit communication skills
10
Total
100