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Financial Performance Management
3,500 words
Financial Performance Management – Financial Performance, Balanced Scorecard and Integrated Reporting
This individual assessment for the Financial Performance Management module requires students to produce a comprehensive analysis of the financial and non-financial performance of an international organisation and its closest competitor. The assessment is designed to develop students’ ability to evaluate organisational performance using financial analysis techniques, critically assess strategic performance-management frameworks, and examine the benefits and challenges associated with Integrated Reporting. The report has a maximum length of 3,500 words, with a 10% tolerance, excluding references, tables, figures and appendices, and accounts for 100% of the summative assessment. The first part of the report focuses on financial performance using ratio analysis. Students must select an international organisation as Company A and identify its closest competitor as Company B. The competitor should be selected using appropriate criteria, including comparable operating activities, industry, country and financial characteristics. Students are expected to obtain financial statements covering at least the most recent two years available for analysis. The ratio analysis should cover a broad range of areas, including liquidity, working capital cycle, profitability, leverage and valuation. Students should calculate and interpret relevant ratios, compare performance between the two organisations and across different years, and critically discuss the overall financial position. Input data and calculations may be presented in the main report or appendix, supported by appropriate tables and graphs. The second part examines Kaplan and Norton’s Balanced Scorecard as a Strategic Management System. Students must critically evaluate the relevant Balanced Scorecard literature and consider whether the traditional model remains appropriate in contemporary business environments. The report should discuss possible limitations or areas for improvement and then develop a proposed Balanced Scorecard specifically for Company A. The proposed scorecard should be linked to the organisation’s strategy and vision and should identify suitable objectives, measures and critical success factors. The third part focuses on Integrated Reporting. Students must critically analyse the potential benefits and challenges of adopting Integrated Reporting for Company A, using relevant academic literature and the International Integrated Reporting framework. The discussion should consider how Integrated Reporting combines financial, non-financial, historical and forward-looking information and how it can help stakeholders understand an organisation’s use of resources and prospects for long-term sustainable success. The report should follow an appropriate academic structure, including an introduction, financial performance analysis, Balanced Scorecard analysis, Integrated Reporting analysis and conclusion. Harvard referencing is required, supported by a comprehensive range of relevant academic and professional sources. The recommended structure allocates approximately 1,000 words to each main question, with approximately 250 words for the introduction and conclusion.
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Managing Customer Experience
1,000 words
Managing Customer Experience – Customer Experience Strategy Report
This assessment for the Managing Customer Experience module requires students to prepare a 1,000-word business report evaluating the customer experience (CX) strategy of one selected banking organisation. Students must choose one company from the organisations provided in the assessment brief and analyse its customer experience strategy within the specific country in which it operates. The report is designed to develop a critical understanding of the importance of customer experience for business success and the ways in which organisations can create a seamless omnichannel customer journey. The assessment provides a choice of six banking organisations: Lloyds Banking Group in the United Kingdom, HDFC Bank in India, Habib Bank Limited (HBL) in Pakistan, Nabil Bank Ltd in Nepal, Prime Bank PLC in Bangladesh, and Access Holdings/Access Bank in Nigeria. Students are required to clearly identify the selected organisation and country in their report and use relevant customer experience concepts, academic literature, research and practical examples to support their analysis. The first major requirement is to explain the concept of customer experience and critically review its importance to the success of the selected banking brand. The report should consider the role of CX, the mutual benefits created for the organisation and its customers, and the impact of customer experience on business performance, including financial performance. Students should also provide specific examples demonstrating how the selected bank has used customer experience to create or strengthen competitive advantage. The second major requirement is to evaluate how the selected bank delivers a seamless omnichannel customer experience. This requires discussion of the organisation's approach to creating a consistent customer journey across relevant channels. Students must develop a detailed customer persona based on research and data analysis, covering the persona's profile, goals, pain points and motivations. They must also create a customer journey map using the recommended class template. The journey map should identify stages, needs, activities, feelings, pain points and opportunities for improvement. The report should evaluate the effectiveness of the selected bank's customer journey and identify areas where the organisation could improve the ease and quality of the customer's experience. The customer persona and customer journey map are important components of the assessment, and the words contained within these visual templates do not count towards the 1,000-word limit. The report must be written in an academic style and in the third person. Harvard referencing is required for academic sources, figures, diagrams and independent research. The main report has a maximum word count of 1,000 words, excluding the cover sheet, title page, table of contents, references and appendices. The assessment therefore combines academic research, customer experience theory, organisational analysis, customer persona development, journey mapping and critical evaluation of omnichannel customer experience.
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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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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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Managing Customer Experience
1,000 words
Customer Experience Strategy Report
This formative assessment for the Managing Customer Experience module requires students to prepare a 1,000-word business report analysing the customer experience (CX) strategy of one selected company in one specific country where the company operates. The report is written from the perspective of a customer experience consultant and is intended for the Board of Directors of the chosen organisation. Students must apply relevant customer experience concepts, academic literature and practical examples to evaluate how the organisation creates value for its customers and supports business success. Students must select one company from the organisations provided in the assessment brief: H&M, Chen One, or M&S. The selected company and the specific country being analysed must be clearly identified in the report. The first part of the report requires an explanation of the concept of customer experience and an evaluation of its importance to the success of the chosen brand. This includes considering the role of CX, mutual benefits for the organisation and customers, the impact of CX on business and financial performance, and examples of how the brand has used customer experience to achieve competitive advantage. The second part focuses on how the selected brand delivers a seamless omnichannel customer experience. Students must discuss the organisation's strategy for creating a seamless customer journey, including the role of customer personas and customer journey maps. A detailed customer persona should be developed based on research and data analysis, covering the profile, goals, pain-points and motivations of the selected customer. Students must also create a customer journey map covering stages, needs, activities, feelings, pain-points and opportunities for improvement. The report should critically evaluate how effectively the chosen organisation creates a seamless customer journey and identify potential areas for improvement. The assessment is aligned with learning outcomes concerning the importance of customer experience to business success and the evaluation of seamless omnichannel customer journeys. The report should use an academic style, avoid first-person writing, and appropriately reference figures, diagrams and independent research using the Harvard Referencing System.
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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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