MGT1100 Final Examination T3 2020 Page 1 Of 3 ✓ Solved

MGT1100 Final Examination T3 2020 Page 1 of 3

Your Task: Develop a detailed report based on all five questions listed in this document. In your report you need to address all five discussion questions listed below.

Each question response should be around 400 words. Please use theories from the textbook to support/justify your argument. It is recommended that you read various academic papers on the website in the library at Ozford Institute and magazine articles before writing this report.

You will be expected to have consulted at least 10 sources, such as journal articles, books, market reports, etc., to write the report, supporting your arguments with theories and market figures, tables etc.

Remember to reference these articles in-text as you use them and add them immediately to your reference list at the end of your report. The referencing style used by Ozford Institute of Higher Education is Harvard Referencing style.

Discussion Questions:

• Question 1: Conduct research on three of the following business or political leaders, and comment on whether they all have the same leadership style: Mark Zuckerberg, Angela Merkel, Malcolm Turnbull, Steven Jobs, Julie Bishop, Donald Trump, or Barack Obama.
• Question 2: Research the Fortune set of ‘Top 100 employers to work for’ from the Internet. Identify and discuss some of the most important human resource management practices of these companies.
• Question 3: Describe an example of a service experience you have had in which excellent customer service was given and contrast it with one where you received poor service. What resulting approach to repurchasing from those suppliers will you have? Examine the management practice(s) you consider might have led to the difference in your service experience.
• Question 4: Describe a company or product that you like because it is innovative. Examine the factors that would make this an attractive place to work or product to purchase. Support your response with theories from the textbook and scholarly articles.
• Question 5: Select an organization with which you are familiar. Discuss its strengths and weaknesses in relation to the core principles described in chapter 21: Making Effective Management Happen of the textbook. How could the organization’s performance on two of the core principles be improved?

Report Structure

• Executive Summary
• Table of Contents
• Introduction
• Response to each question
• Conclusion – summaries all sections of the report
• Referencing – You will be penalised if you do not provide references.

Minimum 3 academic references and 5 business references. Please use Harvard style of referencing.

Paper For Above Instructions

In today’s globalized business landscape, understanding leadership styles, effective human resource practices, customer service experiences, innovation, and management principles is critical for companies aiming for success. This report aims to analyze these aspects comprehensively while addressing specific questions that encourage critical thinking and application of relevant theories.

Question 1: Leadership Styles of Selected Leaders

Leadership style significantly influences an organization's culture and performance. This analysis focuses on Mark Zuckerberg, Angela Merkel, and Barack Obama. Zuckerberg, the co-founder of Facebook, exhibits a transformational leadership style characterized by innovation and adaptability. He encourages creativity and participation, aligning with Bass's Transformational Leadership Theory, which emphasizes inspiring and motivating followers (Bass, 1990).

In contrast, Angela Merkel’s leadership style is often described as pragmatic and consensus-driven, aligning with transactional leadership, which focuses on structured tasks and maintaining stability (Hoffmann, 2015). Her ability to build alliances within the European Union showcases strategic influence and the importance of collaborative leadership.

Barack Obama, on the other hand, combined charismatic and transformational leadership. His approach encouraged a shared vision and inclusivity, drawing on followers' emotional engagement (Northouse, 2018). Hence, while all three leaders have unique styles, they share a common thread of facilitating strong follower engagement and vision, albeit through different mechanisms.

Question 2: Human Resource Practices of Top Employers

Research into the Fortune “Top 100 employers to work for” reveals robust human resource management practices. For instance, companies like Google and Salesforce emphasize employee wellbeing and development. Google's open office concept and emphasis on creativity foster an environment of innovation and collaboration (Gallo, 2019). Additionally, Salesforce’s strong commitment to diversity and inclusion enhances workforce engagement and productivity (Sharma, 2020).

Key practices identified include flexible work arrangements, comprehensive training programs, and strategic talent management, which link employee engagement to organizational performance (Mackey & Boxall, 2008). This alignment illustrates how effective HR practices contribute directly to organizational success.

Question 3: Customer Service Experience

My experience at a local restaurant highlighted the stark contrast between excellent and poor customer service. One instance involved a well-known diner where the staff went above and beyond, demonstrating attentiveness and promptness, which encouraged customer loyalty and repeat visits. This aligns with the Service Quality (SERVQUAL) model by Parasuraman et al. (1988), which emphasizes reliability and responsiveness as crucial service dimensions.

Conversely, a visit to an electronics store left me frustrated due to rude staff and long wait times. This poor service reflects a lack of training and ineffective management practices that failed to foster a customer-centric approach (Lemke et al., 2011). The experience underscored how management practices directly influence customer repurchasing decisions.

Question 4: Innovation in Companies

Apple Inc. is a prime example of an innovative company that leverages its brand to attract customers and employees. The introduction of products like the iPhone has redefined communication technology. This innovation stems from a culture of creativity and strategic risk-taking, grounded in Joseph Schumpeter’s theory of creative destruction (Schumpeter, 1934).

Working at Apple is considered attractive due to its commitment to innovation, design excellence, and a dynamic work environment that encourages continuous learning and improvement (Kahney, 2013). Such factors not only increase the desirability of the workplace but also enhance overall job satisfaction and performance.

Question 5: Strengths and Weaknesses in Management Principles

Examining a familiar organization, Amazon, reveals noteworthy strengths and weaknesses regarding the core principles of effective management. Amazon excels in operational excellence through its efficient supply chain and customer service policies, fostering competitive advantages (Stone, 2013). However, criticisms often arise about its workplace culture, which faces scrutiny for employee burnout and inadequate work-life balance (Gelles, 2021).

To improve, Amazon could enhance its management approach by focusing on employee wellbeing and iterating on feedback mechanisms. Establishing policies that prioritize employee satisfaction could lead to better retention and productivity, in line with Herzberg’s Motivation-Hygiene Theory, emphasizing the importance of job satisfaction in performance (Herzberg, 1966).

Conclusion

This report underscores the critical role of leadership styles, human resource practices, customer service, innovation, and management principles in organizational success. Addressing the five discussion questions illuminated how these factors interplay in shaping effective practices and fostering environments conducive to growth and sustainability.

References

• Bass, B. M. (1990). From transactional to transformational leadership: Learning to share the vision. Organizational Dynamics.
• Gallo, C. (2019). The Innovation Secrets of Steve Jobs. McGraw-Hill Education.
• Gelles, D. (2021). Inside Amazon's Fraying Relationship With Its Warehouse Workers. The New York Times.
• Herzberg, F. (1966). Work and the Nature of Man. World Publishing Company.
• Hoffmann, J. (2015). Germany’s Angela Merkel: A Pragmatic Leader in a Turbulent World. Harvard International Review.
• Kahney, L. (2013). Jony Ive: The Genius Behind Apple's Greatest Products. Portfolio.
• Lemke, F., Clark, M., & Wilson, H. (2011). Customer Experience Quality: An Exploration in Business and Services. Journal of Service Management.
• Mackey, A., & Boxall, P. (2008). The Relationship Between High-Performance Work Systems, Employee Outcomes, and Organizational Performance: An Opportunity to Extend the HRM Debate. Journal of Management Studies.
• Northouse, P. G. (2018). Leadership: Theory and Practice. Sage publications.
• Schumpeter, J. A. (1934). The Theory of Economic Development. Harvard University Press.
• Sharma, R. (2020). Salesforce’s Commitment to Diversity and Inclusion. SHRM.
• Stone, B. (2013). The Everything Store: Jeff Bezos and the Age of Amazon. Little, Brown and Company.