4 pages questions after reading an article

Some of the questions after
reading to understand an overview of the situation. within the
assignment will ask you to read specific additional materials, and you may find
that you need information beyond that provided to answer the questions.
critical_thinking_assignment__comcast__with_rubric_.docx

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Due by 11:59pm on Friday, April 20th
Critical Thinking Assignment: Comcast Case Study
MGMT 3123 – Principles of Management
This assignment asks you to think critically about strategic and organizational issues that affect
Comcast. Start by reading this article https://hbr.org/2014/07/how-comcast-sets-its-customerservice-reps-up-to-fail to understand an overview of the situation. Some of the questions within
the assignment will ask you to read specific additional materials, and you may find that you need
information beyond that provided to answer the questions.
Your answers should be in the form of paragraphs, and the assignment should not exceed 5
typed, double-spaced pages (excluding references section). You are expected to cite the provided
materials and any additional information you seek appropriately within the body of your paper
(in-text citations) and provide a references section (bibliography) at the end. All papers will be
run through the TurnItIn plagiarism checker, so take extra care to be sure you’re citing quotes
appropriately.
If formal writing is a struggle for you, this is an excellent opportunity to make use of our College
of Business Writing Tutor.
1. Strategy: Examine Comcast’s macro- and competitive environments.
a. Look over the industry survey report. Based on your reading and any additional
information you sought out, what are the three most critical factors in Comcast’s
macroenvironment? Explain.
b. Next, look over the relevant parts of Comcast’s 10-k report and any additional
information you feel you might need. Conduct a Porter’s Five Forces Analysis. Based on
your reading and analysis, what are the three most critical factors in Comcast’s
competitive environment? Explain.
2. Strategy: As Frances Frei suggests in the linked HBR article, the increasing competition in
the cable industry puts pressure on existing companies to change. Explain the nature of the
threats Comcast is now exposed to. How have these threats affected Comcast’s strategy?
3. HR/OB: Consider the motivations of Comcast Customer Service Representatives (One
helpful article: http://gizmodo.com/comcast-employees-spill-how-hellish-life-is-on-their-en1609671814, although others exist).
a. Describe the likely motivation level of these reps and identify whether their
motivation sources are intrinsic or extrinsic? Do you think this motivation level is
optimal? Why or why not?
b. Assume that Comcast also wants to overhaul its performance appraisal process. What
recommendations would you make to ensure that the process supports higher levels of
extrinsic and intrinsic employee motivation? Why do you expect these to be
effective?
4. Some companies use a team-based structure in customer-facing positions. If Comcast were to
implement a team-based structure in its customer service representatives, how do you think
they might do so effectively? Explain the pros and cons for Comcast of the team-based
structure you describe.
Due by 11:59pm on Friday, April 20th
MGMT 3123: Principles of Management
Critical Thinking Assignment (Comcast) Rubric – Spring 2018
Answer
Organization,
Copy edit
(16 points)
Application
of Sources
(18 points)
Application
of Course
Material (30
points)
Q 1a
Evidence of
Critical
Thought (36
points)
Absent
Errors/
Language
severely
impede
understanding
0 points
Did not
express
understanding
of the articles
Unsatisfactory
Errors/ Language
sometimes
impedes meaning
because
Benchmark
Lack of
organization
reduces clarity and
fluency
Average
Minimal flaws/
grammatical errors
but lack
organization
Above Average
Some level of
organization and
minimal flaws/
grammatical errors
Excellent
Organized with
clarity and fluency,
and virtually error
free
3 points
Did not
demonstrate
understanding of
articles but
referenced them
6 points
Demonstrated some
understanding with
minimally effective
application
7.5 points
Demonstrated
moderate
understanding of
articles and applied
with some effect
9.75 points
Demonstrated
understanding with
effective application
for most arguments
0 points
No evidence
of course
concepts or
their
application
4.5 points
Hinted at course
concepts found in
course material
but did not apply
them
6.75 points
Covered particular
aspects of some
course concepts but
did not apply them
11.25 points
Provided application
of some of the course
concepts but did not
address one or two
relevant concepts
0 points
Did not
address the
question at all
4.5 point
Partially
addressed the
question;
response showed
no critical
thought
9 points
9 points
Addressed the
question
adequately; did not
show critical
thought
9 points
Provided some
application of course
concepts without
making the proper
connection to the
questions
13.5 points
Addressed the
question adequately;
showed some
evidence of critical
thought
12 points
Demonstrated clear
understanding of
articles with
effective
application
supports all
arguments
13.5 points
Provided clear
application of
relevant course
concepts
13.5 points
18 points
22.5 points
0 points
18 points
Addressed the
question well; showed
evidence of critical
thought in most
aspects of response
22.5 points
Addressed the
question
exceptionally well;
critical thought
evident in all
aspects of response
27 points
Due by 11:59pm on Friday, April 20th
Critical Thinking Assignment: Comcast Case Study
MGMT 3123 – Principles of Management
This assignment asks you to think critically about strategic and organizational issues that affect
Comcast. Start by reading this article https://hbr.org/2014/07/how-comcast-sets-its-customerservice-reps-up-to-fail to understand an overview of the situation. Some of the questions within
the assignment will ask you to read specific additional materials, and you may find that you need
information beyond that provided to answer the questions.
Your answers should be in the form of paragraphs, and the assignment should be 4 pages
(excluding references section). You are expected to cite the provided materials and any
additional information you seek appropriately within the body of your paper (in-text citations)
and provide a references section (bibliography) at the end. All papers will be run through the
TurnItIn plagiarism checker, so take extra care to be sure you’re citing quotes appropriately.
If formal writing is a struggle for you, this is an excellent opportunity to make use of our College
of Business Writing Tutor.
1. Strategy: Examine Comcast’s macro- and competitive environments.
a. Look over the industry survey report. Based on your reading and any additional
information you sought out, what are the three most critical factors in Comcast’s
macroenvironment? Explain.
b. Next, look over the relevant parts of Comcast’s 10-k report and any additional
information you feel you might need. Conduct a Porter’s Five Forces Analysis. Based on
your reading and analysis, what are the three most critical factors in Comcast’s
competitive environment? Explain.
2. Strategy: As Frances Frei suggests in the linked HBR article, the increasing competition in
the cable industry puts pressure on existing companies to change. Explain the nature of the
threats Comcast is now exposed to. How have these threats affected Comcast’s strategy?
3. HR/OB: Consider the motivations of Comcast Customer Service Representatives (One
helpful article: http://gizmodo.com/comcast-employees-spill-how-hellish-life-is-on-their-en1609671814, although others exist).
a. Describe the likely motivation level of these reps and identify whether their
motivation sources are intrinsic or extrinsic? Do you think this motivation level is
optimal? Why or why not?
b. Assume that Comcast also wants to overhaul its performance appraisal process. What
recommendations would you make to ensure that the process supports higher levels of
extrinsic and intrinsic employee motivation? Why do you expect these to be
effective?
4. Some companies use a team-based structure in customer-facing positions. If Comcast were to
implement a team-based structure in its customer service representatives, how do you think
they might do so effectively? Explain the pros and cons for Comcast of the team-based
structure you describe.
Due by 11:59pm on Friday, April 20th
MGMT 3123: Principles of Management
Critical Thinking Assignment (Comcast) Rubric – Spring 2018
Answer
Organization,
Copy edit
(16 points)
Application
of Sources
(18 points)
Application
of Course
Material (30
points)
Q 1a
Evidence of
Critical
Thought (36
points)
Absent
Errors/
Language
severely
impede
understanding
0 points
Did not
express
understanding
of the articles
Unsatisfactory
Errors/ Language
sometimes
impedes meaning
because
Benchmark
Lack of
organization
reduces clarity and
fluency
Average
Minimal flaws/
grammatical errors
but lack
organization
Above Average
Some level of
organization and
minimal flaws/
grammatical errors
Excellent
Organized with
clarity and fluency,
and virtually error
free
3 points
Did not
demonstrate
understanding of
articles but
referenced them
6 points
Demonstrated some
understanding with
minimally effective
application
7.5 points
Demonstrated
moderate
understanding of
articles and applied
with some effect
9.75 points
Demonstrated
understanding with
effective application
for most arguments
0 points
No evidence
of course
concepts or
their
application
4.5 points
Hinted at course
concepts found in
course material
but did not apply
them
6.75 points
Covered particular
aspects of some
course concepts but
did not apply them
11.25 points
Provided application
of some of the course
concepts but did not
address one or two
relevant concepts
0 points
Did not
address the
question at all
4.5 point
Partially
addressed the
question;
response showed
no critical
thought
9 points
9 points
Addressed the
question
adequately; did not
show critical
thought
9 points
Provided some
application of course
concepts without
making the proper
connection to the
questions
13.5 points
Addressed the
question adequately;
showed some
evidence of critical
thought
12 points
Demonstrated clear
understanding of
articles with
effective
application
supports all
arguments
13.5 points
Provided clear
application of
relevant course
concepts
13.5 points
18 points
22.5 points
0 points
18 points
Addressed the
question well; showed
evidence of critical
thought in most
aspects of response
22.5 points
Addressed the
question
exceptionally well;
critical thought
evident in all
aspects of response
27 points

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