MBA-FPX5002 Assessment 1 United Airlines and Customer Service Problems Discussion

This portfolio work project will give you practice with academic writing expectations, while still being work relevant. Many organizations have relationships with professional associations and contribute written articles regularly to newsletters and other publications. In addition, some organizations expect leaders to participate in conferences and seminars, where written work must be submitted using an academic style.

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While you are playing the role of a new leader in an organization, remember that you are also writing a paper that will be evaluated by an instructor. Thus, you want to make it easy for the instructor to clearly see that you have demonstrated the outcomes of the assessment. Do not make your instructor search for information; guide them to it. How? By double checking the scoring guide and ensuring that you have clearly demonstrated each of these competencies at what you believe is the Distinguished level.

Read the following and think about how Panera used critical thinking and an understanding of VUCA to solve their mosh pit problem. Pay attention to Kallet’s critical thinking framework in particular.

• Jargon, J. (2017, June 2). How Panera solved its mosh pit problem. The Wall Street Journal.
• Kallet, M. (2014). Think smarter: Critical thinking to improve problem-solving and decision-making skills. Hoboken, NJ: Wiley & Sons.

Then, find another company with a problem they need to fix. You may use NASA, BP, or United Airlines, all of whom have had numerous high-profile problems to solve in recent years, if you wish. Or, you may choose a company that you know has an issue. If you are unsure who to use, try searching “Companies with customer service problems” online and you will get a lot of ideas, though your problem does not have to be about customer service.

In an APA-formatted paper:

1. Summarize the problem you researched. Then, apply Kallet’s critical thinking framework to describe how the leadership of this company should think through the problem to create a solution. Finally, give at least one evidence-based solution—either that you came up with through your research or that you read the company is going to or did employ. Next, describe what VUCA considerations the leadership must keep in mind as they implement this solution.
2. Work on being concise but thorough, keeping academically formatted paper to no more than four double-spaced pages.
3. Be sure your paper includes, and is organized, as follows:
   • Introduction: Write an introduction that tells the reader what to expect of this paper (1 paragraph). It would be most effective to include a brief mention that leaders at Panera Bread effectively used an understanding of critical thinking and VUCA to solve their mosh pit problem, and that this paper applies a similar framework to solving whatever problem in the organization you chose. Choose an organization with a problem you can research.
   • Problem: Describe the problem that you will be solving for another company, describing the situation (1–3 paragraphs).
   • Thinking Critically: Apply the framework for critical thinking as outlined by Michael Kallet in the Think Smarter e-book to the problem you identified to describe an evidence-based recommendation for this company to improve. You can create your own unique recommendation, or show how critical thinking applied to a solution that someone else came up with already or applied, which you read about in your research (1–3 paragraphs).
   • Applying VUCA: Explain how VUCA could affect both the situation and your recommendation, and any important considerations for management in implementing the recommended solution (1–2 paragraphs).
   • Conclusion: Write a conclusion that wraps up and summarizes your document (1 paragraph). The Capella Writing Center, linked in the MBA Program Resources under Writing Skills, has good information on how to write an effective conclusion.
   • References: Include at least two APA-formatted citations in your paper.

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• Discussion Questions (DQ)

Initial responses to the DQ should address all components of the questions asked, including a minimum of one scholarly source, and be at least 250 words. Successful responses are substantive (i.e., add something new to the discussion, engage others in the discussion, well-developed idea) and include at least one scholarly source. One or two-sentence responses, simple statements of agreement or “good post,” and responses that are off-topic will not count as substantive. Substantive responses should be at least 150 words. I encourage you to incorporate the readings from the week (as applicable) into your responses.

• Weekly Participation

Your initial responses to the mandatory DQ do not count toward participation and are graded separately. In addition to the DQ responses, you must post at least one reply to peers (or me) on three separate days, for a total of three replies. Participation posts do not require a scholarly source/citation (unless you cite someone else’s work). Part of your weekly participation includes viewing the weekly announcement and attesting to watching it in the comments. These announcements are made to ensure you understand everything that is due during the week.

• APA Format and Writing Quality

Familiarize yourself with the APA format and practice using it correctly. It is used for most writing assignments for your degree. Visit the Writing Center in the Student Success Center, under the Resources tab in Loud-cloud for APA paper templates, citation examples, tips, etc. Points will be deducted for poor use of APA format or absence of APA format (if required). Cite all sources of information! When in doubt, cite the source. Paraphrasing also requires a citation. I highly recommend using the APA Publication Manual, 6th edition.

• Use of Direct Quotes

I discourage over-utilization of direct quotes in DQs and assignments at the Master’s level and deduct points accordingly. As Masters’ level students, it is important that you be able to critically analyze and interpret information from journal articles and other resources. Simply restating someone else’s words does not demonstrate an understanding of the content or critical analysis of the content. It is best to paraphrase content and cite your source.

• LopesWrite Policy

For assignments that need to be submitted to Lopes Write, please be sure you have received your report and Similarity Index (SI) percentage BEFORE you do a “final submit” to me. Once you have received your report, please review it. This report will show you grammatical, punctuation, and spelling errors that can easily be fixed. Take the extra few minutes to review instead of getting counted off for these mistakes. Review your similarities. Did you forget to cite something? Did you not paraphrase well enough? Is your paper made up of someone else’s thoughts more than your own? Visit the Writing Center in the Student Success Center, under the Resources tab in Loud-cloud for tips on improving your paper and SI score.

• Late Policy

The university’s policy on late assignments is a 10% penalty PER DAY LATE. This also applies to late DQ replies. Please communicate with me if you anticipate having to submit an assignment late. I am happy to be flexible, with advance notice. We may be able to work out an extension based on extenuating circumstances. If you do not communicate with me before submitting an assignment late, the GCU late policy will be in effect. I do not accept assignments that are two or more weeks late unless we have worked out an extension. As per policy, no assignments are accepted after the last day of class. Any assignment submitted after midnight on the last day of class will not be accepted for grading. MBA-FPX5002 Assessment 1 United Airlines and Customer Service Problems Discussion

• Communication

Communication is so very important. There are multiple ways to communicate with me: Questions to Instructor Forum: This is a great place to ask course content or assignment questions. If you have a question, there is a good chance one of your peers does as well. This is a public forum for the class. Individual Forum: This is a private forum to ask me questions or send me messages. This will be checked at least once every 24 hours.

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