Thomas Cook – from pauper to player
Since July 2012 Thomas Cook is now seen to be on a more robust and sound footing since the new board was assembled. With its debt vastly reduced and re-financed and its first phase of change management behind them. Thomas Cook has now progressed into the 21st century with its next change programme ‘Wave 2’ – one of incremental long-term change.
Two of the major introductions of change in the past two years were Thomas Cook introducing its e-commerce platform and entering a stage of strategic alliances with businesses around the world rather than one of merger and acquisition. Thomas Cook has firmly put the ‘customer experience’ to the fore of what it does, with the added provision of letting the staff do what is best by decentralising decisions to do with the customer experience to the staff themselves.
The commercial drivers are now customer experience excellence ‘best in class’, a rebuilding of reserves and improving stakeholder relations.
- Building on your teams assessment of Thomas Cook’s capabilities and competences, critically evaluate how change management models could have supported Thomas Cook's process and systems improvements to help ensure appropriate benchmarks were met.
B. Marks for Academic Quality
Student will need to choose a formal style of report in outlining their findings and results in answering ALL the questions above. This report style should be academic in style NOT commercial. Both a reference list and bibliography should be produced to the Harvard Referencing convention and should be grammatically correct and elementary spelling mistakes should be corrected.
This report requires you to demonstrate your ability to both evaluate and analyse by applying the theory learned throughout the semester to date to the case study material provided. The analysis must be supported by appropriate academic theories and concepts and the paper must comply with the presentation format and the Harvard Referencing guidelines. The report must not be descriptive in nature; it should provide clear evidence of understanding of the issues under consideration.
There is no correct number of academic references to be utilised as the student must draw on as many references as required to provide a high quality answer. However, a minimum of 12 academic sources are expected, and a majority of these should be current, internationally peer reviewed articles/journals or accredited textbook references. Sources such as Wikipedia and the like are not accepted. Sources available only online should be avoided.
Student must be mindful of how marks are allocated based on your ability to define, analyse and apply the key concepts. The chart below demonstrates how the marks (in percentages) will be allocated according to the criteria shown.