OGL 481 Pro-Seminar I:

PCA-Choosing an Organization Worksheet

Worksheet Objectives:
1. Identify an organization and situation you want to study over the remainder of the course.
2. Describe the organization and the situation

Complete the following making sure to support your ideas and cite from the textbook and other
course materials per APA guidelines. After the peer review, you have a chance to update this and
format for your Electronic Portfolio due in Module 6.

1) Name and describe your organization.

The organization I have chosen to highlight is City National Bank in Los Angeles, CA. I
have worked for this organization for almost 8 years across 3 departments. City National
Bank is not a typical commercial bank, in a world of consumer banks City National Bank
(CNB) prides itself on being a financial institution that has a personal touch, it has
branded itself a “relationship bank.”
When you have an account with CNB you are assigned a Relationship Banker or Account
Manager who you can call directly when you’re experiencing any issues with your
account(s). So instead of calling a generic 800 number to get through to a customer
service rep and talking with someone who doesn’t personally know you. You have access
to someone who knows you by name and has prior knowledge of how your account
operates. This is one of the many ways that City National Bank is known for its white-
glove service and personal touch when it comes to business and personal banking.

2) Describe your role in the organization (it can be an internal or external role).

Currently, I am an Administrative Specialist in the Entertainment Department and have

been for about two years. However, my former role was as a Treasury Management
Implementation Associate III in the Treasury Department of City National Bank. I
worked alongside colleagues (what CNB refers to as employees) and assisted with setting
up new online profiles as well as maintaining existing online profiles for our clients. This
position also included occasional training done for incoming colleagues, where senior
colleagues would help new colleagues get accustomed to the systems and the daily
workload that was required.

3) Describe the situation, including information you think the will help the reader
understand the most important elements of the situation. (This will require

1
 selectivity: part of the art of case writing is separating the essential facts from the
mass of information that might be included).

In mid-March 2020, colleagues were sent home to complete our daily tasks, only our
workload tripled since clients now realized they needed to have full online access to their
accounts. Whereas before they would frequent the branches or send their assistants
(couriers) to complete daily/weekly transactions. With the sudden increase in our
workload, my manager decided certain colleagues should be trained on additional
systems. This would alleviate the pressure other colleagues were starting to feel as
overtime had become a standard practice. Soon it was revealed that the senior colleagues
who were selected to train on specific systems were not as enthused about virtual
training. Unfortunately, it just didn’t translate for most colleagues except for me, I
preferred virtual training. This spawned into my composing guides, that way colleagues
did not require constant interactions with simple questions. The only problem is I soon
became the unofficial trainer of the department and was still required to complete my
daily workload.