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Managing Customer Experience
2,500 words
Customer Experience Strategy: Critical Evaluation of a Global Mobile Phone Brand
This assessment requires a 2,500-word business report critically evaluating the customer experience (CX) strategy of one company operating within the global mobile phone industry. Students must select one company from Samsung, Apple, Huawei or Google and analyse its customer experience strategy within one specific country in which the company operates. The report is written from the perspective of a CX consultant and is intended for the Board of Directors of the selected company. Relevant customer experience concepts, academic literature and practical business applications should be incorporated throughout the report. The first part of the report examines the concept of customer experience and its importance to business success. The analysis should consider the role of CX, the mutual benefits created for the company and its customers, the effect of CX on business and financial performance, and specific examples of how the selected brand has used customer experience to achieve competitive advantage. The second part evaluates how the selected company delivers a seamless omnichannel customer experience. This requires consideration of customer personas and customer journey mapping and their contribution to developing an effective customer strategy. Students must create a detailed customer persona based on research and data analysis, covering the profile, goals, pain points and motivations of the selected customer. A customer journey map should then identify stages, needs, activities, feelings, pain points and opportunities for improvement. The report should evaluate the effectiveness of the company's customer journey and suggest practical improvements. The words contained within the recommended customer persona and customer journey map templates are excluded from the 2,500-word limit. The third part evaluates the effectiveness of the company's use of customer experience metrics to measure the quality of its relationship with customers. Students must discuss three CX metrics covered in the module and critically assess their benefits, limitations and relevance to the selected company. The analysis should explain why these metrics would be useful for measuring the mutually beneficial relationship between the company and its customers. The final part critically reflects on the company's ability to create a customer-centric culture in an increasingly digital environment. This includes evaluating CX leadership and CX governance, as well as one additional critical success factor such as people, CX structure, strategy and process, or innovation. The report should conclude by evaluating the overall quality of the company's relationship with its customers and proposing practical ways to improve customer experience in the era of increasing digitalisation. The assessment addresses four learning outcomes relating to the importance of customer experience, organisational CX performance metrics, seamless omnichannel customer journeys and customer experience strategies in the context of rapid digitalisation. The submission must use Harvard referencing and an academic business-report style.
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Supply Chain Operations and Logistics Management
3,000 words
Critical Review of Global Logistics: Supply Chain Strategy, Resilience and Sustainability
This postgraduate logistics assessment requires students to conduct a critical review of the global logistics operations and strategies of a selected multinational manufacturing organisation. The chosen company must operate internationally and have sufficient publicly available information to support detailed academic and industry research. The report examines how global manufacturers structure, manage and improve their upstream and downstream logistics channels in increasingly complex and uncertain supply-chain environments. Component_2_NBS_7054A_25_Report… The first part analyses the organisation’s upstream and downstream logistics channels and evaluates the logistics strategies it has adopted. Particular attention is given to how the organisation responded to disruption caused by the COVID-19 pandemic. Students examine how supply-chain networks were reconfigured and how logistics strategies were adapted to maintain operations, while explicitly relating these responses to relevant performance objectives and supply-chain dimensions. Component_2_NBS_7054A_25_Report… The second part focuses on value creation within global logistics networks. Students evaluate how supply-chain intermediaries contribute to value co-creation while balancing operational costs and reducing waste or Muda. The analysis also considers how communication and information sharing support the objectives of the organisation’s marketing channel network and identifies lessons learned from pandemic-related disruption. Component_2_NBS_7054A_25_Report… The final section examines how the organisation can strengthen the sustainability of its logistics operations. Students assess the feasibility of aligning circular economy principles and Industry 4.0 technologies with existing inbound and outbound logistics activities. Relevant issues include reduced material use, reuse, repair, refurbishment, alternative transport modes, carbon-footprint reduction and environmental efficiency. Students must also recommend operational decisions that apply innovation-led lean approaches to sustainability initiatives. Component_2_NBS_7054A_25_Report… The marking criteria place 25% of the assessment on logistics theories and strategies, 35% on value co-creation, communication and resilient logistics networks, and 40% on circular economy, Industry 4.0 and sustainability recommendations. Marking_Criteria_NBS_7054A_25_R… Overall, the assessment integrates global logistics strategy, resilience, lean operations, digitalisation, sustainability and evidence-based supply-chain decision-making within a real organisational case study. Overview word count: approximately 340 words.
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Management
2,500 words
Managing Customer Experience – Coursework Summative Assessment
This assessment requires students to produce a 2,500-word report evaluating the customer experience (CX) strategy of one selected company in one specific country. Students choose one company from H&M, Chen One or M&S and analyse how its customer experience contributes to business success. The report is written from the perspective of a CX consultant for the company’s Board of Directors and should apply relevant customer experience concepts, literature and business examples. The report examines four key areas. First, students explain the concept of customer experience and critically review its importance to business success, including mutual benefits for the organisation and its customers, business and financial performance, and the use of CX to achieve competitive advantage. Second, students evaluate how the selected company delivers a seamless omnichannel customer journey. This includes developing a research- and data-informed customer persona and a customer journey map covering stages, needs, activities, feelings, pain-points and opportunities for improvement. Third, students critically evaluate three CX performance metrics and consider their effectiveness, benefits, weaknesses and relevance to the selected company. Fourth, the report critically reflects on the company’s customer-centric culture in the context of increasing digitalisation, with particular attention to CX leadership, CX governance and one additional critical success factor such as people, CX structure or innovation. Practical recommendations for improving the customer experience should be provided. The assessment requires academic writing, evidence-based critical analysis and Harvard referencing. The report should use appropriate figures, diagrams and research evidence and follow the specified presentation requirements. The assignment assesses students’ ability to understand the importance of CX, evaluate CX performance metrics, assess seamless omnichannel journeys, and critically reflect on CX strategies and digitalisation.
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Consultancy Project
1,464 words
Enhancing Sustainable Supply Chain Practices through Digital Transformation: A Case Study of Unilever Plc
This consultancy project proposal examines how digital transformation can enhance sustainable supply chain practices at Unilever Plc. Unilever is presented as a multinational fast-moving consumer goods organisation operating across more than 190 markets, with a complex global supply chain and sustainability commitments linked to the United Nations Sustainable Development Goals. The proposal focuses on the challenges associated with achieving supply chain transparency, managing fragmented sustainability data, and balancing sustainable sourcing and operational costs. The project investigates how emerging digital technologies, particularly blockchain, the Internet of Things (IoT) and Artificial Intelligence (AI), could support greater transparency, traceability, operational efficiency and sustainability within Unilever's supply chain. The organisational analysis identifies issues including the complexity of tracing raw materials across multi-tier supply chains, fragmented procurement and sustainability information systems, and the tension between sustainability investments and short-term operational costs. The proposal also considers infrastructure readiness, data security and employee upskilling as factors affecting digital transformation. The research aims to examine how digital transformation technologies could improve sustainable supply chain planning at Unilever while supporting long-term business and environmental goals. Three objectives are established: examining sustainability challenges affecting Unilever's global supply chain, assessing how blockchain, IoT and AI could improve transparency, traceability and efficiency, and proposing strategic recommendations for integrating digital innovation into Unilever's sustainability framework. The central research question examines how digital transformation can contribute to an ethical, transparent and sustainable supply chain while maintaining operational efficiency. A qualitative exploratory case-study research design is proposed. The main emphasis is on secondary data, including Unilever's annual reports, sustainability information, digital transformation publications, company news, industry articles and analyst reports. Where feasible, primary data may be collected through semi-structured expert interviews and a short qualitative questionnaire. The proposed analysis includes thematic analysis, document review and descriptive statistics using relevant secondary numerical data. Validity is supported through triangulation, while reliability is addressed through consistent coding and an audit trail. The proposal also addresses ethical considerations, including research integrity, transparency, confidentiality, informed consent, anonymity, GDPR requirements, plagiarism avoidance, Harvard referencing and potential corporate bias or greenwashing. Overall, the project explores the potential contribution of digital innovation to Unilever's sustainability objectives and the wider responsible digitalisation of the FMCG supply chain.
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Supply Chain Management / Strategic Sourcing
1,800 words
Strategic Sourcing and Supply Chain Resilience Under Global Uncertainty
This postgraduate supply-chain assessment examines how organisations operating in the UK are adapting their strategic sourcing and supply-chain practices in response to sustained global uncertainty. The assignment is situated within an environment shaped by major disruptions including the Covid-19 pandemic, geopolitical conflicts, trade tensions, tariff volatility and Brexit, all of which have challenged the reliability, cost efficiency and resilience of globally distributed supply networks. Students select either a British organisation or a multinational enterprise with significant UK operations and critically analyse its documented supply-chain strategy. Potential areas of investigation include insourcing and outsourcing, offshoring, reshoring and nearshoring, single versus multiple sourcing, supplier selection and monitoring, supplier and customer relationships, inventory management, digitalisation, sustainable sourcing and supply-chain risk management. The assessment requires more than description. Students must provide a critical and theoretically informed evaluation of the organisation's decisions, identifying both opportunities and risks associated with its strategic response. At least one relevant theoretical framework or analytical tool must be applied to assess the company's sourcing or supply-chain decisions. The analysis must also include at least one company practice or decision from 2025 and conclude with a detailed recommendation explaining actionable steps, implementation challenges, expected outcomes and alignment with organisational objectives. Research must draw on a minimum of 10 credible sources, including at least five academic journal articles and five non-academic sources such as news articles, industry reports or corporate publications. At least two of the non-academic sources must have been published during 2025–2026. Students may present the work as either a business report or academic essay, with consistent in-text citation and referencing. Norwich Business School normally requires the Harvard referencing system. Overview word count: approximately 340 words. Note: the document header states PG Coursework 2025–26, but one later line gives a submission deadline of 15 May 2025, which appears inconsistent with the stated academic year. I would therefore use 2025/26 for the library record and avoid publishing the deadline unless it is verified.
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Customer Experience / Business Management / Marketing
2,500 words
Customer Experience Strategy Analysis in the Global Quick-Service Restaurant Industry
This MSc assessment requires students to produce a 2,500-word business report critically analysing the customer experience (CX) strategy of a major organisation operating within the global quick-service restaurant industry. Students must select one company from Starbucks, McDonald’s or Chipotle Mexican Grill and focus their analysis on the organisation's customer experience strategy within one clearly identified country. The report is written from the perspective of a CX consultant and is intended for the chosen company's Board of Directors. The assessment first requires students to explain the concept and strategic importance of customer experience and evaluate how CX contributes to business success. This includes examining the mutually beneficial relationship between the organisation and its customers, assessing the impact of CX on business and financial performance, and using company-specific examples to demonstrate how customer experience can create competitive advantage. A major part of the report focuses on the organisation's ability to deliver a seamless omnichannel customer journey. Students must develop a research-informed customer persona covering customer profile, goals, pain points and motivations, and then construct a detailed customer journey map addressing stages, needs, activities, feelings, pain points and opportunities for improvement. The effectiveness of the organisation's existing customer journey must then be critically evaluated and practical areas for improvement identified. Students must also evaluate three customer experience metrics, examining their benefits, limitations and relevance to the selected brand. The final part of the report critically evaluates the organisation's customer-centric culture in the context of increasing digitalisation, with specific consideration of CX leadership, CX governance and one additional critical success factor such as people, organisational structure, strategy, process or innovation. The report must be presented in an academic business-report format with an automatic table of contents, page numbering, consistent formatting and 1.5 line spacing. Academic sources, figures, diagrams and independent research must be appropriately cited using the Harvard Referencing System. Important for the public library: because the brief allows three different companies and any country, keep the Reference Library title generic unless the uploaded past work is specifically based on one brand. If the actual completed assignment is on Starbucks, McDonald’s or Chipotle, I can give you a more specific title and key topics for that exact work.
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Operations and Supply Chain Management
1,800 words
Strategic Sourcing and Supply Chain Resilience Under Global Uncertainty — A Firm-Level Critical Evaluation
This type of postgraduate coursework asks students to take a single real firm — a British company, or a multinational with substantial UK operations — and critically evaluate how its sourcing and supply chain strategy has adapted to a decade of sustained disruption: the pandemic, geopolitical conflict, tariff volatility, and departure from the European single market. The analytical scope is broad but the depth expectation is narrow. Students choose one or two themes rather than surveying all of them: insourcing versus outsourcing and location decisions; single versus multi-sourcing across supplier segments or regions; how supplier selection and monitoring criteria have shifted toward reliability and geographic proximity; alignment between sourcing decisions and wider corporate objectives; supplier and customer relationship management under cross-border friction; inventory tactics such as stockpiling and safety stock repositioning; digital adoption for visibility and compliance; sustainable sourcing under cost pressure; or risk management around currency, customs and compliance. The evidence base is deliberately mixed. Alongside academic literature, students are expected to draw on annual reports, shareholder briefings, company statements, practitioner journals and recent news coverage — with a minimum spread of credible sources across both categories, and some of the non-academic material drawn from the most recent year so the analysis reflects current firm behaviour rather than historical commentary. At least one theoretical framework from the module or the wider literature must be applied to the firm's decisions, and at least one recent documented practice must be examined with specific sourcing. Two requirements distinguish strong submissions. The first is criticality: the brief explicitly separates evaluation from description, and marks weight critical analysis most heavily. Reporting what a firm did is not the task; assessing whether it was the right response, and what opportunities and risks it created, is. The second is the recommendation — at least one specific, actionable proposal with steps, anticipated obstacles, expected outcomes, and a clear line back to the firm's own stated goals. A generic suggestion to "diversify suppliers" fails this test; a costed, sequenced proposal grounded in the firm's actual constraints does not. Word-count conventions are stricter than students often expect: in-text references, tables, illustrations and front matter typically count, while appendices and the reference list do not. Our support on assessments of this type is guidance-based. Typical areas of help include: narrowing a firm and theme so the analysis fits the word limit, explaining the difference between description and critical evaluation with worked examples, clarifying how a theoretical framework should structure an argument rather than sit decoratively in a paragraph, checking source mix and Harvard referencing consistency, and reviewing a completed draft against the published assessment weightings.
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