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.

My organization is JPMorgan Chase & Co. The lengthy history dates back to a drinking
water supply company known as The Manhattan Company, established in 1799. In 1871
Drexel, Morgan & Co. Is founded and later renamed to J.P. Morgan & Co. in 1885.
Chase Bank is established in 1977 by John Thompson. And in 2000 both companies
merged to form what we today know as JP Morgan Chase & Co. There are many other
predecessors, companies, and other financial institutions that play a part from 1799 to
2000, and even to 2024.

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

CMSS stands for Cash Management Solutions Specialist, we are a specific team in the
Cash Management Department under the Business Banking Sector at JPMorgan Chase. I
was hired for the CMSS role June 2023, there are 5 people including myself here in
Arizona, 5 people in Ohio including my direct manager. My job entails taking inbound
calls from both clients and bankers, as well as working cases from bankers, it was a
flexible role that only required us to work 40 hours a week, and communicate effectively
with the team to ensure phone coverage.

3) Describe the situation, including information you think the will help the reader
understand the most important elements of the situation. (This will require
selectivity: part of the art of case writing is separating the essential facts from the
mass of information that might be included).

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 The Cash Management department had a bit of restructuring ER would be the CMSS
Manager instead of KB and he would report up to her. In the past KB allowed us to work
a flexible schedule as long as there were enough people covering the phones and we
worked out 40 hour week. We would “Sign-up” for a minimum of 2 hours for phone
schedule and KB just made sure it was pretty fair. Which meant alternating closing and
opening people, and no one avoiding busy times. This worked great Ohio would cover
opening since it is early for us and we would cover closing, and we all rotated busy hours
at least taking one or two busy shifts a week. We were all expected to go “online” where
our system will assign cases evenly as they come in. Since ER took over the CMSS
Manager role he has decided to be more structured and delegate roles instead of allowing
us to do as we please. The Arizona team would now work 7am to 4pm Arizona time, and
the Ohio team could choose their times as long as there were people coming in at 8am
Eastern. An individual in Ohio was given the task to make a phone schedule so instead of
a sign up sheet we are told what times we will be taking inbound calls. And finally
another individual in Ohio was assigned to manually hand out cases instead of allowing
the system to do so. This was so this person could get rid of the invalids and distribute the
legit cases. The situation is how the Arizona team and Ohio teams labor work has shifted
to benefit Ohio. The Arizona team gets more inbound phone times, and we work more
cases than the Ohio team. Although non-maliciously it would appear that ER is favoring
the Ohio team to some extent and it has now negatively impacted the Arizona team.

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 Reference or References
(Choose appropriate Title if Applicable and Delete the Rest)