In collaboration with Staffordshire University

Module Title: Change and Transformation

Module Code: ORGB60391
Attempt: Second Sit
Group or Individual: Individual Assignment
Assignment Number: 1 of 1
Assignment valid until: April 2024
Assignment Title: Report
Weighting: 100 %
Assignment set by: Kostas Tsontos/Ajay Pillai
Assignment verified by: Francesco Meca
Word Limit: 3.000

Date Issued to Students: tba

Submission Date and Time: See Canvas module homepage for submission date
Method of Submission: Canvas Submission

Learning Outcomes to be assessed:

1. Demonstrate knowledge and critical understanding of organisational change management
theories.
2. Undertake a critical analysis of the implications of organisational change.
3. Apply relevant organisational change management theory to practice.

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Assessment Brief:
For this resit assessment, you will have to analyse a different “case” from the one you used in
your first sit. Your “case” is provided by ML. Finally, if you are going to use material from
your first sit’s assignment, be aware of self-plagiarism.

You need to produce a report upon the changes required (and relevant approach) to
IMPROVE customer/ citizen satisfaction in any sector /industry or business in your Country.
For example, in Vietnamese Tourism and hospitality Industry: At first stage you need to select a
“case” for which you have access to reliable data upon customer satisfaction (i.e. customer
satisfaction for an hotel you have worked for). This “case” can be based on an individual experience
(for example you visited ZZ Hotel and you were not fully satisfied. In this case you need to select
an evaluation model for hotel’s services and implement a customer satisfaction analysis). The
selected “case’ can be at micro or macro level (for example a specific business or organisation – i.e.
a museum – or Vietnamese “5 star hotels” in general – for which you have found relevant
supporting data). Concerning “macro-level”, the “case” could be upon changes in country’s
development: for example, “transportation system” or “changes needed in the banking sector”.
After analysing the situation and rating the “customer /citizen satisfaction” you are required to
focus on changes that should be implemented in order to improve customer / citizen
experiences.
Specifically, you need to answer the 3 assignment questions that follow. Not answering an
assignment question will result in zero marks for that question.
Your answers to questions must be up to the point and demonstrate your learning on the topics
selected. Answers should be referenced in terms of both supporting sources of contextual
evidence/argument and to the related literature in terms of underpinning theories and concepts.
All sources must be clearly referenced using the Harvard Referencing System (HRS).

Assessment Detail:
Please answer the following questions:
1. Analyse the concept, evaluate the customer satisfaction of your selected case, and propose a
new concept.
2. Analyse the current culture of the “case” and comment upon organisation’s (sector’s or
company’s) “Readiness for change”.

3. Propose and justify a “change strategy and action plan” – supported by specific changes that
should be implemented in order to improve the situation.

Note: Your “Case” is presented in the following table:

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 MAI LAM HA ANH HAN20110026 Heineken (https://www.theheinekencompany.com)

NGUYEN HA HAN20100169 Old navy (https://www.gapinc.com/en-us/about/old-navy)

PHUONG

NGUYEN MINH ANH HAN20100167 Prada (https://www.pradagroup.com/en.html)

NGUYEN THUY HAN20110020 Kia (https://www.kia.com/mt/about-kia/kia-company)

DUONG

PHAM THE HUNG HAN20110006 Generali Insurance (https://www.generali.com)

TRAN VIET HOANG HAN20100106 Citibank (https://www.citigroup.com/global)

Guidance Notes
a) Do not include your name anywhere on your assignment.
b) Your assignment should be written in a font size of 12.
c) You must include a correctly formatted Reference List on a separate page at the end of your
essay. This must only include references to work which you have directly cited in your essay.
d) You must include your accurate word count at the end of your assignment.
e) Use standard margins for the assignment and 1.15 line spacing.
f) Only Microsoft Word files should be used for assignments and only Microsoft PowerPoint
files should be used for Presentation assessments. Please allow time for conversion to these
formats if required.
g) When you upload your file for submission you must name the file by your full student number
in the following format: ‘HANXXXXXXXXX’
h) For essays, please do not include any cover sheets, contents pages or module information in
your assignment. Your first page should consist of a title, followed by the first paragraph of
your essay.
i) For submissions requested as a report, you should include a cover sheet and contents page.
j) The marking scheme that will be used to mark your work is shown at the end of this document in
Appendix 1.

Submission Procedure
You are not required to print and submit a hard copy of your work, as all submissions are carried out
electronically through Canvas. Please ensure you do not wait until the last minute to carry out your
submission; computer problems can happen any time and this will not be accepted as an excuse for
late submission. This includes internet connectivity issues. When you submit your assignment, it is in
your best interests to save and/or print a copy of your online submissions receipt to prove that you
have submitted your assignment on time.

If you feel that you can’t submit your assessment on time, you should speak to your module leader
who will help you to work out how you can hand-in on time.

If unexpected circumstances which you could not have planned for have happened, you may be able
to claim for exceptional circumstances to be taken into account. There is more information here.
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If you have no exceptional circumstances and you do not submit you will fail the assessment. If you
submit within 1 week of the submission deadline we will mark your work as late, meaning the
maximum mark you can achieve is the basic pass mark and this will count as your first attempt. If
you are taking a re-sit assessment, late submissions will not be accepted.

Please see the Staffordshire university regulations here for more information

The Maximum word limit is shown on the front cover of the assignment.
You must provide an accurate word count at the end of your assignment. This word count must be
placed before your reference list and should include all the written content of your assignment
excluding the words used in any cover pages, contents pages, titles, sub-titles, reference list and
appendices.

In the assignment, in addition to the word limit, you may make sensible use of tables, images of
academic models, diagrams, figures and student-created graphics such as Word-Art etc. without
penalty up to a maximum of 30% of the stated word limit of the assignment as shown on the front
cover. In no circumstances must your overall use of words in these tables, models etc. exceed this
maximum 30% limit. If a marker feels that you have used tables simply to avoid the word count,
they may count these words as part of your word count.

A sliding scale of penalties for excess length will be imposed according to the amount by which the
limit has been exceeded.
1-10% excess no penalty
11-20% excess 10% reduction in the mark
21-30% excess 20% reduction in the mark
>30% excess the work will be capped at a pass i.e. 40%

NB. None of the above penalties will be used to change your mark that is above the pass mark, to one
that is below the pass mark. Therefore, the maximum penalty for exceeding the word limit will be a
reduction to a pass grade.
Please note that students’ work is regularly checked to ensure that the stated word count matches to
what has actually been submitted.

Academic Misconduct and Plagiarism

BUV follows Staffordshire University policy on academic misconduct and takes suspected cases of
academic misconduct, including plagiarism very seriously. The penalties are severe and can in some
cases result in a student not being allowed to continue their studies. Plagiarism can happen in any
type of assessment where you are given the questions or tasks in advance.

The Staffordshire University policy on Academic misconduct can be found here: and you are
strongly encouraged to familiarise yourself with this.

You will have committed academic misconduct if you commit any of the following:

 Plagiarism
 Self-Plagiarism
 Collusion
 False Declaration
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  Fabrication or Falsification of Data
 Bribery or Intimidation
 Contract Cheating
 Examination Misconduct
Please see here for a detailed explanation of these terms or click the individual links above.

All work completed at BUV must be written in English directly by the submitting students. You
must not, for example, write your work in Vietnamese, and then use online software to translate
your completed work into English. This misrepresents the amount of effort you have put into
completing your assessment. The use of online paraphrasing tools to assist with your writing is also
forbidden. Any transgressions will be regarded as academic misconduct.

If Academic Misconduct is proven by the university, then typical punishments include:

 The grade for your assessment, being reduced to zero with the right to resubmit.
 The grade for the whole module or supermodule being reduced to zero with the right to
resubmit.
 Failure of the entire level of which you are currently studying with a requirement to re-
start the level at the next opportunity
 Failure of the award and/or termination of your studies at the University. Your ability to
reapply and enrol again at the university may also be restricted, normally for two whole
academic years.

BUV encourages you to refer to appropriate academic sources, as long as you reference these
correctly, and do not use too much material from the original source.
You must use the Harvard referencing system for all your assignments, unless you are told
otherwise by your Module Leader. If you do not know how to do this, please follow the guidelines
given at this web-site address:
http://www.staffs.ac.uk/support_depts/infoservices/learning_support/refzone/harvard/

BUV employs Turnitin to assess all submissions for potential academic misconduct. This software
highlights to the examiners in detail where material may have either been copied directly or
paraphrased from a source with correct citation.

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Appendix 1: Marking Rubric
Descriptor and
percentages
Introductions (5%)
Defining topic and key
elements to be covered
Content covered and use of
theory (30%)
Includes reference to theories,
theorists and models relevant
to organisational behaviour
and organisational change
Analysis and evaluation
(30%)
Level of analysis and critical
evaluation
Wider reading and research
(15%)
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0-39 %
Fail
Fails to accurately define
the question or does not
answer the question set.
Does not make reference to
any theories appropriate to
the question. Content
covered is inappropriately
chosen or incorrect.
Almost entirely descriptive
content, with limited
application of examples and
selected alternative models
or theories. No evidence of
independent thought.
Either taken directly from
sources such as
“Wikipedia” or other
40-49%
Pass (3rd)
Broadly defines the question
to be answered.
Makes some reference to
relevant theory. Content
covered is reasonably
appropriate but there may be
omissions or inaccuracies.
Discussions linked to models
and theories with occasional
error, along with selected
alternative research. Little
attempt to integrate theories
and concepts to produce an
effective analysis.
Some descriptive content
features. A few
differences/similarities
identified.
Some evidence of wider
reading. Utilises content from
a few reputable sources,
50-59%
Pass (2:2)
Accurately defines the
question and explores how this
might be achieved.
Concisely answers the
question whilst relating to a
good range of organisational
behaviour theory but not the
most appropriate selection of
content.
Discussions linked to models
and theories accurately. Some
evidence of integration of
theories to produce an
effective analysis. A number
of similarities and differences
recognised.
Evidence of wider reading
from a variety of sources,
including academic sources is
6
60-69%
Pass (2:1)
Concisely defines the question
and key elements to be
explored and explores how
this might be achieved.
Competently includes a range
of theories demonstrating
some wider reading and
understanding around the
subject. Good selection of
content.
Discussions linked to models
and theories with confidence
and evidence of integration of
theories. A number of
similarities and differences
recognised integrated with
good use of theories or
models. Very strong analysis
demonstrating evidence of
evaluation.
Utilises a strong combination
of lecture/textbook/academic
content demonstrating good
70%+
Pass (1st)
Confidently defines the
question, introduces the
topic and key elements
to be explored and
explains how this might
be achieved
Confidently uses a
selective range of
theories and models
relevant to the
discussion Excellent
selection of content.
Excellent critical
analysis with strong
evidence of evaluation.
Significant similarities
and differences
recognised and a good
integration of theories
and models.
Utilises
lecture/textbook
content and also shows
 Quality of the sources used
and cited within the report
Conclusion (5%)
Ability to synthesize and
develop
arguments/perspectives
Organisation/structure and
language use (15%)
Accurate referencing, logical
structure, language
proficiency
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dubious sources. Very little
evidence of wider reading.
Fewer than five journal
articles have been used.
Not included or extremely
brief
Work incorrectly
referenced. Many errors
with spelling/grammar and
structure.
primarily from lecture content
or core text. The minimum of
five journal articles has been
met, but these sources may not
be entirely appropriate.
Descriptive conclusion
including content that should
have featured in main body of
presentation.
Work incorrectly referenced
but language basically sound.
Some error with structuring
the assignment.
shown. evidence of wider reading and strong evidence of
research. wider academic
reading, often from
contemporary academic
sources.
Brief conclusion, with a Brief conclusion with some Concise overview of
tendency to repeat the overview of findings. findings with
questions set. discussions adequately
wrapped up.
Work referenced accurately Referencing good, and Referencing excellent.
with some lapses. Language language and structure very Sound logical structure
satisfactory along with good. and confident use of
structure. English language.
7