Hello Sir, Its an exam, please follow HD example to answer must include references. or ITS ok if you do not include introduction and conclusion heads but need references and in good structured format. Please read the example to get ideas and theories to include.Thanks
Final Assessment by Emma Dela Cruz Submission date: 26-Apr-2021 06:40PM (UTC+1000) Submission ID: 1570100154 File name: 10826_Emma_Dela_Cruz_Final_Assessment_316131_2059569015.pdf (160.76K) Word count: 2499 Character count: 14550 Subject Title Responsible Leadership Subject Code MGT808 Lecturer / Tutor Dr Orekat Trimester May 2021 Assessment Title Final Exam (Assessment 3) Learning Outcome/s A, b, c, d Assessment type (group or individual) Individual Weighting 40 per cent Word count 2,000 Due date TBA Class submission Lecture☐Tutorial ☐X Submission type Paper copy☐Turnitin ☐X Format / Layout of Assessment Report: (details of what to include) (cross the appropriate check boxes) ICMS Cover Page Table of Contents Synopsis / Executive Summary ☐x ☐ ☐ Introduction ☐x Findings ☐x Conclusion ☐x Recommendations ☐ Reference List ☐x Appendices ☐ ☐ Essay: ☐ ICMS Cover Page ☐ Abstract ☐ ☐ Introduction ☐ Body ☐ Conclusion ☐ Recommendations ☐ Reference List ☐ Appendices Oral Presentation: ☐ Paper submission PowerPoint submission Peer review (group presentation) ☐ ☐ ☐ ASSESSMENT TEMPLATE Page 3 of 3 Reference List X Assessment instructions (clear, succinct, without repetition) Your final exam consists of two long answers questions in total (1000 words each question). One question is related to a case study, and the second question is related to a case scenario. SECTION 1 - LONG ANSWER EXAMINATION PAPER Name: Student ID: Signature: International College of Management Sydney MGT 808 Final Exam, May,2021 MGT 808: Official Final Exam – May, 2021 Page 1/4 Trimester2021 May Trimester Unit Code & DescriptionMGT 808 Lecturer Dr. Feras Orekat Exam DateFri 6 Aug @ 17:00 PM Submission Date/ TimeSun 15 Aug @ 23:59 PM Duration9 days Number of Questions2 Total Marks100 Assessment Weighting 40% Materials Permitted Open book INSTRUCTIONS Please answer the questions in the Exam Booklet provided. Section Question Type No Questions Possible Marks Marks Achieved % 1 Long Answer 2 100 TOTAL 100 LECTURER COMMENTS Please answer the 2 questions related to United Airlines case study and Mrs. Edwards & Mr. Aziz case scenario. You MUST reference any sources as per ICMS Style Guide. · 1). Case Study: United Airlines Customer Service Failures In 2017, videos shot by fellow passengers of Dr David Dao being forcibly removed from United flight 3411 blew up on social media and, very soon thereafter, the mainstream media. It started when airline staff in Chicago asked passengers for four volunteers to give up their seats to make room for United employees headed to Louisville. No-one volunteered. Four passengers were then directly asked to remove their luggage and vacate their seats. Three complied, one did not. Staff insisted but Dr Dao continued to stay in his seat. Then airport police were called. That’s when the events unfolded that have been seen millions of times on video. A passenger with a bloodied face, who had paid for his seat, being forcibly dragged down the aisle as he yelled complaints. Next morning, United CEO Oscar Munoz issued a statement justifying what happened, describing it as ‘re-accommodating the customers’. Munoz also sent an email to United staff commending the actions of the crew. More recent mishaps with United Airlines’ treatment of traveling pets have both reminded people of the Dr Dao incident and focused yet more attention on United’s continued failure to build a customer-focused culture. It took United a day to respond, and even then their response was inadequate, betraying any understanding of the role of social media in reporting and magnifying failures in company customer services. By Monday morning the story of what happened on flight 3411 had been told and viewed by millions. It took United several days to finally respond in a way that acknowledged the seriousness of what happened and how it made the airline look in the eyes of customers and regulators. The damage to the reputation and business of United lingers to the present day – refreshed by the unfortunate incidents with the pets. Question 1: You were assigned to be the new CEO of United Airlines. Referring to responsible leadership theories and techniques what would you do to regain trust and loyalty from customers? How would you build a strong customer-focused culture? Limit your answer to 1000 words. (50 marks). 2). Case Scenario: Mrs. Edwards & Mr. Aziz Mrs Edwards worked as COO of a pharmaceutical company. She is doing great at her job till a new employee called Mr. Aziz joined the team as an accountant. Aziz English is ok, but not great, and this is because he learned English a few years ago. However, Aziz is well educated and knows his job very well. Mrs. Edward did not like the fact that Mr. Aziz has a strong accent, and she began to dislike everything about him—his voice, his ridiculous shirts colours, his goatee, and anything about him. Mr. Mark who works as the CFO decided to leave his job and go to another company that pays better. Now Mark’s role is empty and waiting for someone who can fill it in. Aziz saw an opportunity in this better job especially that he has the experience and with some training he will be a perfect candidate. Aziz applied to this role, but Mrs. Edwards did not consider his application just because she thought that Mr. Aziz does not fit the new role. When Mr. Aziz sent her an email asking Mrs. Edwards why she didn’t consider his application, she simply didn’t answer back. Question 2: Working in a team with different cultural backgrounds can be challenging. As a responsible leader, how would you ensure proper communication and respect amongst employees? Also, if you were Mr.Aziz and referring to Responsible Leadership techniques and theories, how would you enhance egalitarian work culture, and get the job? Limit your answer to 1000 words. (50 marks)