Knowledge Management For the project team

Knowledge Management For the project team
Knowledge Management
Knowledge management is the systematic management of an organization’s knowledge assets for the purpose of creating value and meeting tactical & strategic requirements; it consists of the initiatives, processes, strategies, and systems that sustain and enhance the storage, assessment, sharing, refinement, and creation of knowledge.
Knowledge management (KM) therefore implies a strong tie to organizational goals and strategy, and it involves the management of knowledge that is useful for some purpose and which creates value for the organization.
Introducing Knowledge Management

Knowledge management is essentially about getting the right knowledge to the right person at the right time. This in itself may not seem so complex, but it implies a strong tie to corporate strategy, understanding of where and in what forms knowledge exists, creating processes that span organizational functions, and ensuring that initiatives are accepted and supported by organizational members. Knowledge management may also include new knowledge creation, or it may solely focus on knowledge sharing, storage, and refinement. For a more comprehensive discussion and definition, see my knowledge management definition.
It is important to remember that knowledge management is not about managing knowledge for knowledge’s sake.
The overall objective is to create value and to leverage, improve, and refine the firm’s competences and knowledge assets to meet organizational goals and targets. Implementing knowledge management thus has several dimensions including:
• KM Strategy: Knowledge management strategy must be dependent on corporate strategy. The objective is to manage, share, and create relevant knowledge assets that will help meet tactical and strategic requirements.

• Organizational Culture: The organizational culture influences the way people interact, the context within which knowledge is created, the resistance they will have towards certain changes, and ultimately the way they share (or the way they do not share) knowledge.

• Organizational Processes: The right processes, environments, and systems that enable KM to be implemented in the organization.

• Management & Leadership: KM requires competent and experienced leadership at all levels. There are a wide variety of KM-related roles that an organization may or may not need to implement, including a CKO, knowledge managers, knowledge brokers and so on. More on this in the section on KM positions and roles.

• Technology: The systems, tools, and technologies that fit the organization’s requirements – properly designed and implemented.
• Politics: The long-term support to implement and sustain initiatives that involve virtually all organizational functions, which may be costly to implement (both from the perspective of time and money), and which often do not have a directly visible return on investment.
Typically, failed initiatives have often placed an undue focus on knowledge management tools and systems while neglecting the other aspects. This issue will also be addressed throughout the site, and particularly in the knowledge management strategy section.
At this point, the articles presented on this site focus on the first five dimensions. Originally, I had deemed the political dimension to be beyond the scope of this site, since it is not something that is commonly tackled in KM literature. However, I will add a section on the political aspect of KM in the future.
Throughout the site, I will explain and discuss known theories, occasionally contributing with some of my own frameworks. I will also discuss the potential role of knowledge management systems from a broad perspective, and in the section on KM tools I will provide specific advice on this topic. I have tried to organize the site as logically as possible, moving from a general introduction to knowledge and KM to introducing key subjects like organizational memory, learning, and culture. The later sections discuss several models and frameworks as well as knowledge management initiatives, strategy, and systems, before finally presenting an overview of various tools and techniques

Project management is the process of analyzing, planning, organizing, monitoring and managing resources to bring out the successful completion of specific project and customer satisfaction.
A project manager takes responsibility for planning and managing to deliver success on a project. The role of the project manager is to ensure the mixing of management process and manage through project management cycle that leads to the successful completion of the project. Project manager must be able to encourage and keep up people. Project team members will look to the project manager to solve problems and help with removing obstacles. In simple words, a good Project manager must be able to
• Deliver projects on time
• Deliver projects within cost
• Deliver projects within scope and
• Meet customer quality requirements
• Some of the activities of the good Project manager
• Define the project
• Reduce the project into set of understandable modules
• Form a group of team to complete the task
• Allocate resources based on the module Complexity.
• Motivate and encourage his team to complete the task on time
• Must evaluate and analyze the risks of the project and reduce them.
• Must be able to adapt and manage any change in the project.
Skills needed for a Good Project Manager
A project team needs the way for the life of the project and the project manager is the responsible for leading the team to achieve the goal of the project. A project manager achieves this by coordinating and motivating the team members.
Project leading is the key role, it involves with others to achieve the success of the project. The leading includes the effective of facilitate and motivate- this will conclude the ability of the project manager.
People Management:
At the time of project planning and development, the manager has to meet the various kinds of people like customers, suppliers, functional managers and project team members. The role of the manager is to satisfy the all kind of people to bring the successful completion of the specific project.
Effective communication:
The communication is plays an essential role in the project management. The verbal and written communication is vital in project management that enables a project manager to convey project information in a way that it is received and understood by all project team members.
Communication is only successful when both the sender and receiver understand the information.
Conflict management:
Conflict occurs when two or more people against one another because their needs, wants, goals, or values are different. Conflict management is the practice of identifying and handling conflict in a wise, reasonable, and well-organized manner. Conflict management requires such skills as efficient communicating, trouble solving and negotiating with a focus on wellbeing.
The planning of the project involves defining about the project, fix the timeline for the project, plan about the implementation and monitor who will do it. The project manager is responsible for creating the project plans, defining about the project goals, project objectives and resources needed for doing the project
The project manager is also responsible for updating the new changes in the project plan to all the stakeholders and ensures that the changes are being incorporated in all the project activities.
In project management accurate estimates are the key role for sound project planning. A good project manager should be able to estimate the cost of the project and should complete the project within that estimation.
Problem solving:
All projects are level to meet problems, problems that were not identified in the risk or scope of the project and that will need to be managed accordingly, trouble solving requires a good explanation of the problem that is detected early enough to allow time to respond.
The project manager needs synthesis and analysis thinking skills. Analysis is the skill of breaking a whole project into component parts, mush like decomposing a work.
Time management:
The time management is most commonly known as project planning and project scheduling. A good manager should be able to manage the time and complete the project to achieve aim and objective and it can be delivered to client on time.
Personal skills:
The project manager must be able to motivate the team and complete the project within the timeline and estimation. The project team members will be watching all the activities of the project manager, so a manager must be sincere, clear-cut and familiar in all dealings with the people and in the project.
Project managers must be always having a positive attitude, even when there are significant difficulties or problems. Project managers are respected if they are direct, open and deal with all type of problems.
Coping skills:
A good project manager has to attain a many number of skills to cope with different situations, conflicts, uncertainty and doubts. A good project manager has a high tolerance for surprises, uncertainty and ambiguity.
Negotiation skills:
The negotiation is the procedure of accepting a mutual agreement from the group or individuals. The manager has to negotiate on behalf of association depending on the project construction and the level of manager authorization.
Conceptual skills:
Conceptual skills is the capability to organize and incorporate all the project efforts, it requires to the good project manager to see the project as a whole and not just the sum of its parts, capability to recognize how all the parts make a whole and how they all relate and depend on one another, and the ability to anticipate how a change on one part of the project will affect the entire project.
Advantages to team members when the Manager is good:
• Opportunity to learn from the Manager every day.
• A motivation to work hard and give your 200% involvement.
• Makes you feel that you are on right career path.
• Makes you feel free to discuss the task about the project.
Organizational learning
Organizational Learning is concerned with gathering of understanding through various actions or practice in organizations. Organizational Learning recommends that the employees lead learning in organizational setting, and utilize what they learn in their job. Neilson reflect on Organizational Learning as a incessant process of knowledge formation, gaining and transformation.

Knowledge management capability

The managerial capability refers to an organization’s expertise, knowledge, and familiarity, which are applied to manage complex and difficult tasks in management and creation (Choi and Shepherd, 2004). Knowledge Management Capability has been acknowledged as a fundamental feature for obtaining and supporting a competitive advantage (Corsoa et al., 2006).

Organizational Performance

Organizational Performance is an indication which evaluates how healthy an enterprise attains their goals. Organizational Performance can be evaluated by an organization’s competence and success of goal attainment stated that the idea of effectiveness is a proportion, meaning that two things are needed when explaining and assessing effectiveness. He also stated that when effectiveness is conceptualized as an extent of purpose achievement, that is, the attainment of profitability goals.

Impact on Oil Producers

Impact on Oil Producers
Algeria is heavily reliant on oil and natural gas export revenues. Declining oil revenues are a complicating factor for a country which is already experiencing severe economic and social tensions and has suffered an estimated 75,000 deaths resulting from a six-year conflict with the Islamic Salvation Front and the Armed Islamic Group.

Indonesia’s oil revenues were expected to falland in addition to the already dire economic conditions that Indonesia finds itself in as part of the Asian economic crisis.

Venezuela will be hit hardest by falling oil prices because of its troubled economy. Venezuela, the world’s ninth-largest oil exporter and holder of the biggest proven oil reserves, needs oil prices at around $120 a barrel — or 50 percent higher than today — to keep its economy afloat, according to the International Monetary Fund.

Petroleum accounts for nearly all of Nigerian exports, with 95 percent of the country’s foreign exchange earnings and 85 percent of its total revenues coming from crude oil sales. This lack of economic diversity makes Nigeria especially vulnerable to price swings, and Africa’s largest oil producer is already showing signs of suffering.

Falling oil prices will have a less dramatic impact on the Russian economy in the near term. The country has around $450 billion in reserves to hedge some of the effects of cheaper crude, and that cash could last for up to a year.

The price drop could also undermine Petrobras’ long-term plans for expansion. The company projected global prices would hover around $100 a barrel through 2030; a lower price would make it harder to fund new infrastructure and exploration projects.

As in Brazil, cheaper oil could hamper the progress of Mexico’s long-awaited energy sector reforms. But lower prices could affect investor interest in the kinds of large-scale projects needed to revamp the country’s sluggish oil and gas industries.Mexico’s government also stands to lose a sizable chunk of public funding.

The Gulf States, Libya and Iran
The Middle East and North Africa contain the highest concentration of oil-dependent economies in the world. The region accounts for nearly a third of seaborne crude oil and liquefied natural gas exports. The Middle East — specifically the Persian Gulf — also accounts for the majority of OPEC production and exports. Therefore, the Middle East is the region that is most exposed to volatility in global energy markets — and the region that can cause the most variation, as seen by Libya’s production fluctuations. A sustained drop in the price of oil below $90 per barrel could jeopardize the economic stability that many of the region’s energy exporters have enjoyed following the tumult of the Arab Spring.

what is audit risk

Audit Risk is the risk that an auditor expresses an inappropriate opinion on the financial statements.
Audit Risk = Inherent Risk x Control Risk x Detection Risk
Audit risk may be considered as the product of the various risks which may be encountered in the performance of the audit. In order to keep the overall audit risk of engagements below acceptable limit, the auditor must assess the level of risk pertaining to each component of audit risk.


I chose the topic about studying abroad because I believed it had a lot of content. Also, I wanted to express my point of view about studying abroad with the hope that my audience would agree with all or just part of the whole speech.
My introduction was effective. Mostly because I started off with a captivating topic sentence about the importance of joining higher institutions of learning. This would prepare the audience to hear more on the importance and easily agree with me on my topic about studying abroad. To establish credibility, I stated the important facts and also the advantages of having to study abroad.
By and large, I feel that my persuasive speech wasn’t the best. I feel that I should have been more organized and prepared so as to deliver the best and be in a position to persuade the audience. Though I was able to get the attention of the audience I could not sustain it although the speech.
In the conclusion I brought in positive energy, I projected my voice and used gestures. I also summarized the whole speech into one sentence which has the whole importance and purpose of the whole speech.
Though not fully, I managed to persuade my listeners to concur with me. During the speech, I observed that they were nodding in agreement and at times they even clapped. This is a clear indication that they were in agreement. My motivational appeals were effective mostly the logos appeal. Giving numbers and facts went along way in giving my audience tangible comparison to the facts given. I also used information that is at the disposal of almost everyone in order to set the foundation of the speech.
The rational appeals also went a long way in persuading my audience. I employed an approach known as convincing proof to help persuade my listeners. I gave an illustration of great leaders who went studying abroad and ended up being very useful and important people in their respective societies. Also, I used the second approach which is listing the benefits of a product or service. After listing and briefly explaining the importance of studying abroad, I could see the audience nodding in agreement. This approach mainly highlighted the benefits of studying abroad by the society and the individual student.
I never had any foreign citation the speech, but I had a specific outcome for the audience. I wanted them to concur with me under whatever costs. By using situational manipulation, I limited their options to almost none and had them to only agree with me. If I had the chance to do the speech all over again, I wouldn’t change the purpose of the speech I would only do more intensive research on the topic and work more on my delivering techniques. In contrast to my other speeches, this one was average and more manipulative.
In this speech, it wasn’t very dynamic though I decide to use cause and effect since cause and effect speeches are easier to write. This is because they show how something positive or negative can happen if you do something. So long as I had enough creditable sources, I really never had to do a lot of persuading since the truth is in the pudding.
People are usually more receptacle to what the speaker has to say in this case me. And inherently tend to incline lean to the positive side of the cause and effect technique. I have improved on my delivery techniques in the course of the semester by preparing well before hand and employing more use of gestures and more rational and emotional appeals. Also, I have included all the three emotional appeals in my speech, ethos, pathos and logos so that I can be able to at least appeal to all types of audiences. I have also been over the stage fright. This problem is now long gone.
My main strengths in the speech were the proper employment and use of the rational, emotional and motivational appeals, some of my weaknesses were in the delivery and organization of the speech.
The main areas that need improvement are on delivery; I need to be more composed and impose credibility to the audience that I know whatever I am saying. Also, organization is another point of concern, beforehand preparation of the speech will help boost my composure. I also have plans in motion to work on my ordering criterion. The order will help in the nice flow of the speech. Researching on the content is what I also take will advantage of. Rigorous research and brainstorming will go a long way in content development.


Today, organizations ought to mirror their benefit programs and compensation programs with their organizational culture and long-term company strategy. “A pay system is created

Today, organizations ought to mirror their benefit programs and compensation programs
with their organizational culture and long-term company strategy. “A pay system is created
motivate, retain, and to attract workers” (Casio, 2010, p.421). Fairness is considered to be the
most essential objective or to accomplish individual equity, external, and internal in addition
to maintaining a steadiness in relationships between indirect as well as direct each form of
compensation, plus among each pay rate of nonsupervisory as well as supervisory workers.
“Employers must perform job analysis, develop job descriptions, evaluate the value of job/
position in the organization, develop pay structure and pay levels to create competitive employee
compensation and benefits” (Cascio, 2010).

Managers ought to increase their employee’s motivation, loyalty, and trust to make sure
each organizational goal is accomplished. The benefits package has three major components
which would be security and health (pension plans, maternity coverage, surgical, hospitalization,
disability insurance and health insurance), payments for the time that was not worked (sabbatical
leaves, negotiations and grievances, personal excused absences, holidays, and vacations),
and member of staff services (flex work schedules, referral awards, stock-purchase plans,
transfer and moving allowances, wellness and fitness programs, auto insurance, credit unions,
and tuition aid). “Factors such as the following are important strategic considerations in the
design of benefits programs: the long-term plans of a business, its stage of development, its
projected rate of growth or downsizing, characteristics of its workforce, legal requirements, the
competitiveness of its benefits package, and its total compensation strategy” (Casio, 2010).

“Organizations consider human capital management as a function of the human
resources department in managing organizations’ most important asset, their employees”
(Casio, 2010). By putting together a competitive compensation as well as benefits package,
organization will put an emphasis on the economic value of their employees. With today’s
competitive environment, creating incentives that continuously progress job satisfaction, worker
performance, and boost motivation of all individuals working would be important to successfully
accomplish the businesses goals, mission, and vision. “When the organizations human capital
management functions and policies inspire employees to excel, as a result of the compensation,
benefits, and incentives provided to them, everyone wins” (Casio, 2010).

Cascio, W. F. (2010). Managing human resources: Productivity, quality of work life, profits (8th
ed.) New York, NY: McGraw-Hill/Irwin.


It is a big category but in brief, Information Systems is the back bone of today’s businesses and critical part of mid-size to large businesses like banks.

It is a big category but in brief, Information Systems is the back bone of today’s

businesses and critical part of mid-size to large businesses like banks. The massive

data and increasing volumes of data needs organized storing and fast and effective

processing for variety of purposes from decision making to risk management, from

transaction processing to state-the art products. The large-scale businesses are globally

distributed across the world which needs stable and reliable infrastructure and network

administration and the applications which can run and handle simultaneous, real time

and fast processing. The availability of technology has enabled the businesses to offer

variety of services which has made Information Technology as part of the businesses

today. What seems to be a simple online banking transaction for instance, involves

web-based programs which run on a one platform and access the data in another

platform like mainframe and make there should be network communication and systems

which can communicate to each other, available 24 by 7. The more businesses grow

the more dependent they become of Information Systems.

If the information system failed, especially in the New York, and the stock

exchange, we would be in a repeat of the great depression, in way. Since the

information system play a large role with computers, the stock exchange would crumble.

If the information system failed in an airport, that would be bad news. Every flight would

be grounded, air traffic control would not be able to safely control and bring in planes,

let alone allow the planes to take off. Currently we depend too much on technology, and

computers. Basically our whole lives are surrounded by it. Just like if I was not able to

get my computer to work, than I could not attend class.

A good example of the information system is Wal-Mart that uses a Retail Link

system, which digitally links its suppliers to every one of Wal-Mart’s stores. As soon

as a customer purchase an item, the supplier is monitoring the item, knows to ship a

replacement to the shelf.

Another example is the Mandarin Oriental in Manhattan and other high-end

hotels exemplify the use of information systems and technology to achieve customer

intimacy. They use computers to keep track of guests’ preferences, such as their

preferred room temperature, check-in time, and television programs.

When firms achieve one or more of these business objectives (operational

excellence, new products, services, and business models, customer/supplier intimacy,

and improved decision making) chances are they have already achieved a competitive

advantage. Doing things better than your competitors, charging less for superior

products, and responding to customers and suppliers in real time all add up to higher

sales, and higher profits. Example: Toyota Production System focuses on organizing

work to eliminate waste, making continues improvements, and TPS is based on what

customers have actually ordered.

Information systems are the foundation for conducting business today. In many

industries, survival and even existence without extensive use of IT is inconceivable, and IT

plays a critical role in increasing productivity. Although information technology has become

more of a commodity, when coupled with complementary changes in organization and

management, it can provide the foundation for new products, services, and ways of conducting

business that provide firms with a strategic advantage.





Attention: CanGo Management Team

Subject:  JSHLD Week Six Analysis


JSHLD continues its observation of the CanGo organization operations and have recommended solutions to improve CanGo’s performance both as a smooth performing operation as well as a profitable organization.  We believe that CanGo is a solid operation with a solid future for its employees and investors.

#1 Lack of Research


CanGo is looking forward to expanding their organization by looking into new business ventures including online gaming.  While new ventures are a great opportunity for the company to remain competitive, CanGo must do the research regarding online gaming and all other ventures prior to jumping in head first. Research will assist the company in analyzing the online gaming market and allow them to make an informed decision regarding entering into the business of online gaming.  Researching the market give CanGo a clear picture of the challenges they might face and also help them make some tough decisions.

JSHLD Consulting Inc. recommends that CanGo conduct research on how to price their service, how to promote their service and what market audience to target (Suttle, 2011).  CanGo should identify the customers and then they should study their competitors (Suttle, 2011).  Research can assist CanGo with the knowledge of what the competitors are charging for the same product. Once this research is done, CanGo can use the information to market their product for a better price.


#2 Lack of Decision Making


CanGo appears to be scattered in regards to decision making.  The company has seems to have a vision, however they are not clear on how to execute their vision  CanGo must take the time to make firm and solid decision that will be beneficial to the organization.  When it comes to decision making they should define the issue, discuss it with the owners and managers, choose the best result, discuss alternatives, costs and analyze the result (Tanck, 2008).  Once this is done the management staff can make a decision that will be in the best interest of the company.

JSHLD Consulting Inc. recommends that CanGo develops a decision making process which will help them understand that they must finish one venture before starting a new venture.  The decision to completely staff the company should come before deciding on what the new venture will be. Below is a chart to help with the decision making process (Tanck, 2008).














#3 Lack of Prioritizing


A lack of planning and pursuing poor business ventures is a recipe for disaster and in many cases organizational failure. An effective and comprehensive competitive analysis aids leaders in making critical decisions such as weighing the positives and negatives in regards entering new markets and measuring their opportunities of achieving success.

CanGo has made great strides and experienced a large amount of success in their short four year history; but in essence they have reached a point in which innovation and creativity is required to expand into new markets. For an E-Commerce book, music, and video game company such as CanGo to overcome is establishing themselves in a market that is dominated.  Warren suggests that they need to prioritize what they are doing by looking at the pros and cons of what the employees are working on. Maria suggest it may be a balancing act, warren tells Maria that if they are trying to get something for nothing the quality will dip unless they pay massive overtime.

Recommendation: Following a Prioritizing Method

CanGo can improve the outcome of their project wither it be by cost or other factors by making an analysis of duty priorities. This could be done by weighted tasks; impact on business, risk or level of investment required. “In business management, optimum utilization of resources, particularly the human resource, is achieved when there is no free time available to a resource, or it is the minimum possible” (Bansal, 2010). It is imperative for Cango to have a clear understanding of time management to develop a plan to prioritize. As a manager Warren cannot many different tasks as they “pop up” due to some being more current to situations. Tasks must be related to objectives CanGo wants to achieve; therefore prioritizing becomes necessary.

For example in Cango; Liz  is planning to go into new markets in the meeting the group discusses if to go into a new market and pros and cons wit will have on the company. However CanGo is not in financial position to fund all of the suggested ventures. Using the proper prioritizing method will allow them to see which option will take longer to complete, whether the technical and organizational risk are so high that it may not be worth the effort.


Covey’s Quadrants

Stephen Covey describes a high-level prioritization scheme. In this scheme, tasks are categorized by four quadrants:

  • QI – Important and Urgent
  • QII – Important but Not Urgent
  • QIII – Not Important but Urgent
  • QIV – Not Important and Not Urgent

“In this scheme Dr. Covey notes that highly effective people make time for the QII activities… doing so can reduce the time spent in other quadrants” (Keener, 2008). Although QI – QIV prioritization may not indicate which task to tackle first or the second task etc, the task doer would have to decide quadrants your tasks are in. This can be done by applying weights to the process.

Project priorities can also be based on a set of criteria. Cost-benefit or cost-performance analyses are examples of this sort of priority setting. Whatever choices yield the greatest value on the criterion measure get highest priority. It will help CanGo to consider the opinion of everyone in a brainstorming session, as well as give due weight age to various criteria and prioritize pressing problems over others. This helps determine which problems need to be solved first in order to meet project / organizational objectives.

#4 Lack of Financial Backing


Finance is critical for starting, maintaining and growing small and medium businesses. It is vital that both start ups and existing businesses have access to the full range of debt and equity financing options. The Small Business Administration is an excellent resource of information and financing support for a small business. has a small business planner and information about SBA Loans (government backed) and grants.   Another resource is Venture Capital, in which potential investors offer $1,000,000 or more.  Equity financing, on the other hand, may be a better option for CanGo, assuming that you have the wonderful, can’t miss business that you think it is. Equity financing is basically selling a piece of the business to an investor.

In CanGo’s case, what they need to consider is some sort of combination–find a partner who is in good standing and can contribute some of the needed equity and maybe CanGo can get an SBA loan, secured by the necessary collateral, maybe using the partner’s backing. A fair exchange may be that CanGo put up the equity and the partner putting up the capital. This may work, but really depends on the lender’s guidelines.  A way to get the financial boost your business needs to grow, expand or survive harsh economic times, crowd funding is a new practice often carried out over the Internet (No Author, 2011).

#5 Lack of Staffing


One of the main concerns that CanGo is dealing with is its staffing.  CanGo is currently under staffed and needs to get help for all the projects and ventures that it wants to pursue.  The problems concerns that CanGo if faced with is getting talented people without having to pay high salaries and benefits,  The reason for this concern is that CanGo  does not have the money at this time.

The current solution on the table at CanGo is to give more work to the CanGo team that is already loaded down with work.  This is not an effective solution in that overworked associates tend to become more stressful and moody.  Some signs of an overwork associate are:

ü     The quality of their work slips below normal quality and expectations

ü     They are more likely to feel anger towards their employers

ü     They are more likely to resent other workers.

Some of the symptoms of an overworked associate are:

ü     Job dissatisfaction

ü     Low morale

ü     Short temper

ü     Headaches

ü     Sleep disturbances

One of the solutions to helping your current associates from being overworked while at the same time saving money is to hire interns; it is becoming common place for companies to use interns to help current associates in times of need.  This is a positive solution for several reasons:

ü     Offers employers a cost-effective program for recruiting highly qualified and motivated students to meet the company needs

ü     Provides well-prepared short-term employees to assist current employees, so they have opportunity to pursue higher projects

ü     Meets peak or seasonal needs without a long-term commitment

ü     Offers a low-cost method of training potential future employees

ü     Creates a recruiting edge on campus

ü     Helps to identify potential future hires, a pipeline for candidates

ü     Acts as a recruiting activity with Low Risk

ü     Provides an opportunity for supervisory experience for developing employees

ü     A way to gain short term talent

ü     Provide the organization with fresh ideas

ü     Fulfill a civic and professional responsibility by providing students with real work experience

ü     Low-cost, high quality labor

ü     Build Relationships with Local Colleges

ü     Increase Diversity

By using an intern service through the local college is a powerful community building tool as well as preparing our youth to become future leaders by providing real life on the job training that can’t be taught in a classroom.  It has been JSHLD experience that interns bring a refreshing and recharging level of excitement to the office environment which historically has improved office moral and efficiency.

#6 Lack of Appraisal Process

The last issue we observed with the CanGo organization is its employee evaluation process.  The current process is not organized.   The employee appraisal listed issues and not accomplishments for the employee.  The evaluation included errors and attendance only, which is not an effective appraisal process.  During an evaluation management was responsible for reviewing a poor performer, who clearly needed to be advised of the issues that were listed on the review.  The manager conducting the review seemed unsettled with conveying the negative feedback.  Although the numbers showed a poor performer the reviewer did not explain to the employee the errors that were important and could potentially become a problem for the organization.

Rating an employee solely on errors and attendance is not an organized process.   The employee being evaluated seemed very nervous regarding the outcome of the evaluation.   Employees may run into some surprises on the annual evaluation; however they should not be nervous and unaware of what to expect on the appraisal.  The worker should have some idea how they coming along in their position if the employee and manager are communicating on a consistent basis.

Our recommendation is for CanGo to re-vamp their current appraisal process to one that is clear, concise, one that is fair for each employee and one that suits the needs of the organization.  Appraisals should list room for improvement, accomplishments as well as goals for the employee.  In addition the employee should have some idea prior to their review how they are doing.   Effective manager always inform their employees throughout the year how they are doing so that the appraisal is not a surprise.  With that said our organization should consider the following when revising the appraisal for the company:

ü     Company should establish a filing system which lists accomplishments and room for improvement.

ü     CanGo should give feedback each quarter

ü     Disciplinary action should be documented

ü     Management by Objectives which should be done quarterly to review goals

ü     Follow action which is conducted after the review for feedback from the employee and discuss goals.

The points listed above will give assist CanGo in creating an appraisal process that will is tailored to the needs of their organization and one that will make the appraisal process a positive experience for each employee.



JSHLD consulting has carefully reviewed CanGo and noticed six areas of improvement for the organization.  We have listed the issues and also made recommendations to the company regarding the issue.  The six recommendations were regarding the lack of research, decision making, prioritizing, financial backing, staff and appraisal process.

JSHLD Consulting Inc. highly recommends that CanGo review the issues identified and move forward with the recommendations we have suggested.  JSHLD stands firm on the recommendations and are confident with some changes in the CanGo structure the company will be well on their way to having a competitive edge in the Gaming industry.



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Wiegers, K. (1999) First Things First:  Prioritizing Requirements.  Processimpact.  Retrieved

October 3, 2011 from





We recently conducted

We recently conducted a review of all of our core job functions as we are preparing to implement our new customer relationship management software into our organization.  We believe we have identified a significant gap deploying this new technology and also ongoing management of the software, its features and capabilities.  As you know, one of our strategic initiatives has been focused on enhancing our customer relationships and building customer loyalty.  With the recent decision to invest and implement this important capability, we feel it is important to make sure that we have focus over this important initiative short and long term.  We recommend adding a new position that insures that these core job responsibilities are met both today and in the future.


I took the liberty to draft the job description to allow for immediate posting and for internal approval.  I believe as you read through the core job duties and job responsibilities we clearly don’t have anyone who has these as part of their current job description.  Please let me know if you have any questions or concerns.


Job Description

Job Title:   CRM Director                                           Salary Range:  $70,000 + Bonus

Reports to:  VP Sales and Marketing              Date Opened:  May 1, 2012

Status:  Exempt                                                           Closing Date:  Open


Job Summary:

Responsible for developing and deploying the CRM strategy and tactics.  Supervises and maintains the installation, configuration, and support of customer relationship management (CRM) software and related activities.


Job Duties:

  • Understands sales & marketing processes involved in wining new business and expanding relationships with existing customers.
  • Able to lead sales, marketing, product management and business process mapping discussion to capture components required to support and automate processes.
  • Develops CRM strategies and related implementation budgets.  Prioritizes CRM initiatives based on discussions with key stake holders.
  • Creates CRM functionality specifications to best support sales, marketing and business processes, needs and budgets.
  • Customizes CRM tool in accordance with process derived specifications and established priorities. Thoroughly tests customization prior to bringing changes in “live system”.
  • Plans and schedules CRM roll outs, releases and up-grades with different divisions, departments, etc.
  • Analyses information required from other applications, ERP, industry databases, etc. Implements robust interface solutions as applicable while working in concert with company IS/IT team.
  • Responds to CRM user inquiries or reported problems in a timely fashion.
  • Analyzes and resolves CRM program issues in a timely and accurate manner as well as monitors data quality.
  • Creates and edits user profiles.
  • Mobilizes sales & marketing staff across group of companies to make tool more effective and secure high rate of return on CRM investment.
  • Maintains relationship with CRM application vendor and service providers as applicable.
  • Stays abreast of CRM solutions and development in the industry.
  • Maintains outmost confidentiality on all documents, correspondence, research records, information, data, etc.
  • Establishes annual department expense budget and remain within the boundaries of department’s approved budget.
  • Complies with all company rules, code of ethics and general business practices.
  • Performs other duties as assigned

Job Requirements:

  • 5 years’ experience in CRM Management, experience preferred.
  • Bachelor in business or computer sciences or equivalent experience/training.
  • Additional coursework in CRM and computer software preferred.
  • Good understanding of business, sales and marketing principles.
  • Practical experience in aviation industry preferred.
  • Proficient with MS Office products including Word, Excel, Access, Power Point, MS Project, Visio and Outlook.  Oracle experience preferred.
  • Adept in planning, leading change and multi-tasking.
  • Process oriented and pragmatic in getting things done.
  • Strong communicator and problem-solver.
  • Able to write reports, business correspondence and procedure manuals.
  • Pays attention to details, thorough and quality oriented.
  • Prioritizes work activities and uses time efficiently.
  • Adapts to changes in work environment, manages competing demands, able to deal with frequent change, delays or unexpected events.
  • Able to travel under short notice.



Identify a situation


Identify a situation where ISO 9000 standards been employed to upgrade processes software systems.
Microsoft implemented the ISO 9000 in 1994.  Microsoft visual source safe uses the ISO 9000, which requires companies to document what it does, and follow what they document.  Is what this does for companies is the ISO documentations allows a company, that would replace all of its personnel, their replacements that were properly trained, use the documentations to keep making the product or providing the same the service as the companies did before the replacements.  (Irwin Professional Publications, Fair Fax, Virginia)  As found in the reading, Canyon Park and other worldwide facilities have management programs and quality assurances that meet the requirements of the ISO 9000.  Canyon Park is one of the largest software productions.  (Microsoft Corporation 1995)

Identify the benefits of using ISO 9000 in the situation     

The benefits of using the ISO 9000 in the situation are that the ISO includes a registration process, audits of the company’s quality system from a third party.   When the registration process was completed, the auditors still do regular checks to making sure that the standards, which still upheld.  The ISO, registers the processes which lead to a product or service, not to just the products or services itself.   The ISO does not just service small companies but companies of all different sizes.  The ISO 9000, services these three standards, ISO 9001, which is Quality assurance in design, development, and production, ISO 9002 Quality assurance in production and installation, everything in 9001: Canyon Park registered to these standards because no design work  ever done.  ISO 9003: Quality assurance in the final inspection and tests.  Therefore, as you can see the ISO benefits not only production, but also manufacturing, contracting with suppliers and any legal requirements, making sure quality and consistencies being met.  (Brian Parnell 1995)

Why it is critical for employees to stay in compliance with ISO standards as they perform specific tasks?

            According to Microsoft Corporation 1995, the reason why it is critical for employees to stay in compliance is that the ISO standards ensure their processes used to produce a product or service, not just the product or service itself, but provides dependable quality as well.  Another reason is that Microsoft Canyon Park facilities deal with ISO registration is to assure their services and products meet the standards of the ISO, which it expects and demands.  Microsoft, keeping their registration up to date and their employees or companies following the documents that they provided, means keeping customers satisfied.  (Microsoft Corporation 1995)

How would you handle an otherwise good manager who refuses to enforce the prescribed standardized processes?

How would you handle an otherwise good manager who refuses to enforce the standardized processes, first I would ensure them that our company withholds high standards and quality to ensuring that the ISO is up to date and that it is being enforced at all times.  Then if he or she refuses, tell them if they do not start enforcing the ISO, they will be written up and if he or she still does not comply then dismiss them from their duties and replace them with some who will do so.



J. Mandell, Microsoft Corporation, October 1995, Microsoft Visual SourceSafe for Document Control in ISO 9000 Registration retrieved on 04/03/2012 from;






Course Description

Course Description


This course is an in-depth look at organizational psychology and therefore covers the organizational side of the field, including the impact of the organizations on the individual and on groups of individuals. The dynamics and cultural characteristics of organizations are identified and described in-depth, and organizational development and change are given particular emphasis as well.




Faculty and students/learners will be held responsible for understanding and adhering to all policies contained within the following two documents:


  • University policies: You must be logged into the student website to view this document.
  • Instructor policies: This document is posted in the Course Materials forum.


University policies are subject to change. Be sure to read the policies at the beginning of each class. Policies may be slightly different depending on the modality in which you attend class. If you have recently changed modalities, read the policies governing your current class modality.


Course Materials


Jex, S. M., & Britt, T. W. (2008). Organizational psychology: A scientist-practitioner approach (2nd ed.). Hoboken, NJ: Wiley.


All electronic materials are available on the student website.


Week One: The Science of Organizational Psychology
  Details Due Points
Objectives 1.1   Explain the evolution of the field of organizational psychology.

1.2   Analyze the role of research and statistics in the field of organizational psychology.

1.3   Explain how the principles of organizational psychology can be applied to organizational recruitment and socialization.

Readings Read Ch. 1–3 of Organizational Psychology.    
Participation Participate in class discussion. See Instructor Policies
Discussion Questions Respond to weekly discussion questions.

DQ 1 – Post initial response

DQ 2 – Post initial response

DQ 3 – Post initial response






See Instructor Policies


What is Organizational Psychology? Paper

Please note that you can disregard the reference to a paper due week one on eCampus course materials.  We will cover that assignment as a discussion question in the class forum instead. 
Weekly Summary Post your Weekly Summary in the Main Forum. Monday See Instructor Policies



Week Two: Productive and Counterproductive Behaviors
  Details Due Points
Objectives 2  

2.1   Analyze the relationship between productive and counterproductive behaviors and job performance.

2.2   Analyze the relationship between organizational commitment and job satisfaction.

2.3   Describe the impact of occupational stress on job performance and satisfaction.

Readings Read Ch. 4–7 of the text.    
Participation Participate in class discussion. See Instructor Policies
Discussion Questions Respond to weekly discussion questions.

DQ 1 – Post initial response

DQ 2 – Post initial response




See Instructor Policies

Applying Organizational Psychology Paper


Write a 1,050- to 1,400-word paper in which you explain how the principles of organizational psychology can be applied to organizational recruitment and socialization. Address the following items in your paper:

  • Discuss the recruitment process from an organizational and applicant perspective.
  • Explain how the principles of organizational psychology can be used in the recruitment process.
  • Describe the concept of organizational socialization.
  • Explain how the principles of organizational psychology can be applied to organizational socialization.

Include at least three peer-reviewed references.


Format your paper consistent with APA guidelines.

Monday 10
Weekly Summary Post your Weekly Summary in the Main Forum. Monday See Instructor Policies
Learning Team


Prepare your learning team charter.  Don’t just copy and paste from previous classes. Be specific. Look at the assignments due and the weeks they are due. Prepare a time line. Who is going to do what, and by when?  Are you going to elect a team leader/coordinator or go leaderless? Will this role of leader shift each week or stay the same throughout the class?   Are you going to meet mostly in the team forums online, by teleconference, or …?? What are you going to do if someone does not live up to what they agreed to do?  How are you going to handle non-contributors?

Note on writing a group paper or preparing a group presentation:  do not simply write three or four individual papers then cut and paste them together.  You are writing one coherent paper or preparing one project.  When you divide up responsibilities, think of the whole process:


  • Creating an outline of the group paper or project.
  • Writing an introduction/thesis and a summary/conclusion
  • Writing a solid section to cover each of the areas of the assignment.
  • Editing the final product to make sure it flows smoothly together.
Tuesday 1



Week Three: Motivation and Leadership
  Details Due Points
Objectives 3  

3.1   Explain how motivational theories can be applied in an organization.

3.2   Analyze the role of leadership in an organization.

3.3   Evaluate the nature of power and influence in organizations.

Readings Read Ch. 8–10 of the text.    
Participation Participate in class discussion. See Instructor Policies
Discussion Questions Respond to weekly discussion questions.

DQ 1 – Post initial response

DQ 2 – Post initial response

DQ 3 – Post initial response






See Instructor Policies

Learning Team

Productive and Counterproductive Behavior Paper

Write a 1,400- to 1,750-word paper in which you examine productive and counterproductive behaviors in the workplace. As a part of your paper, address the following items:

  • Define productive and counterproductive behavior.
  • Analyze the relationship between productive and counterproductive behaviors and job performance.
  • Analyze the relationship between organizational commitment and job satisfaction.
  • Describe the influence of occupational stress on job performance and satisfaction.
  • Explain how an organization’s leaders can increase productive behavior, organizational commitment, and job satisfaction.

Include at least four peer-reviewed references.

Format your paper consistent with APA guidelines.

Monday 10
Weekly Summary Post your Weekly Summary in the Main Forum. Monday See Instructor Policies



Week Four: Group Behavior
  Details Due Points
Objectives 4  

4.1   Describe the stages of group development.

4.2   Explain the dynamics of group behavior.

4.3   Analyze the impact of group structure on group effectiveness.

4.4   Analyze the effect that groups have on individuals.

Readings Read Ch. 11 & 12 of the text.    
Participation Participate in class discussion. See Instructor Policies
Discussion Questions Respond to weekly discussion questions.

DQ 1 – Post initial response

DQ 2 – Post initial response







See Instructor Policies

Individual Organizational Motivation and Leadership in the Workplace Paper


Identify a common workplace situation—such as employee apathy, absenteeism, or conflict—within an organization with which you are familiar.

Write a 1,400- to 1,750-word paper in which you address the following items:

  • Describe your selected organization.
  • Describe your selected situation.
  • Explain how motivational theories could be applied to your selected situation.
  • Analyze the role of organizational leadership in your selected situation.
  • Evaluate the role of power and influence in your selected situation.

Include at least three peer-reviewed references.


Format your paper consistent with APA guidelines.

Monday 15
Weekly Summary Post your Weekly Summary in the Main Forum. Monday See Instructor Policies
Learning Team

Week Six Paper Topic Approval

Obtain instructor approval of your selected organization for the Week 6 Learning Team Assignment “Organizational Culture in the Workplace Paper.”  You may select one of the following organizations as the basis of this assignment:

  1. Apple
  2. General Electric
  3. IBM
  4. Nordstrom
  5. Southwest Airlines
  6. The American Red Cross
  7. The U.S. Army or another branch of service
  8. Walt Disney


Monday 1



Week Five: Organizational Design and Culture
  Details Due Points
Objectives 5  

5.1   Examine the future of organizational design.

5.2   Analyze the relationship between organizational design and organizational culture.

Readings Read Ch. 13 & 14 of the text.    
Participation Participate in class discussion. See Instructor Policies
Discussion Questions Respond to weekly discussion questions.

DQ 1 – Post initial response

DQ 2 – Post initial response







See Instructor Policies


Group Dynamics Paper

Identify an organizational group of which you have been a part, such as a department, committee, or coalition.


Write a 1,400- to 1,750-word paper in which you analyze the group dynamics of your selected group. As a part of your analysis, address the following items:

  • Describe your selected group, including the purpose of the group, the group’s goals, and the demographic nature of the group–gender, education level, and so forth.
  • Describe the stages of development your group has experienced.
  • Analyze the structure of your selected group and the effect that this structure has on the effectiveness of the group.
  • Explain the dynamics of group behavior within your selected group.
  • Analyze the effect that your selected group has had on you concerning the following concepts: group polarization, conformity, and groupthink.

Include at least three peer-reviewed references.


Format your paper consistent with APA guidelines.

Monday 15
Weekly Summary Post your Weekly Summary in the Main Forum. Monday See Instructor Policies
Learning Team

Week Six Paper Reference List

Submit a list of references you will use in your the Week 6 Learning Team Assignment “Organizational Culture in the Workplace Paper.” Your paper should include at least five references from peer-reviewed sources (you can site the text as one of your references).  Monday 1



Week Six: Organizational Development and Change
  Details Due Points
Objectives 6  

6.1   Analyze the impact of organizational culture on organizational development and change.

6.2   Evaluate the impact of change on an organization.

Readings Read Ch. 15 of the text.    
Participation There are no participation points to be earned in Week Six.  To remain in attendance, you do need to post at least two days during the week to any of the class forums    
Discussion Questions There are no discussion questions in Week Six.    
Individual Organizational Change Article Analysis Using the University of Phoenix Library, and/or other resources, locate a peer-reviewed article concerning organizational change. Write an approximately 700-word paper in which you analyze your selected article. In your analysis, be sure to briefly summarize the article and examine organizational change.  Be sure to apply what we have learned from the course textbook …give your own input…do not simply summarize the article. Monday 10
Learning Team

Organizational Culture in the Workplace Paper and Presentation


Write a 1,750- to 2,100-word paper in which you analyze the effects of organizational culture on organizational development and change. As a part of your analysis, address the following items:

  • Describe your selected organization, including the organization’s philosophy, mission, vision, values, and structure.
  • Analyze the relationship between the design of your selected organization and its organizational culture.
  • Analyze the effects of organizational culture on the organization’s workforce.
  • Evaluate the effects of change on the organization.

Include at least five peer-reviewed references.


Format your paper consistent with APA guidelines.


Prepare 8-10 slide Microsoft® PowerPoint® presentation illustrating your Organizational Culture and Workplace Paper. Please note that you do not need to include presenter notes with these slides, as they accompany a paper.










































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