LO:01, LO:02 (MSCCO01) Managing Innovation and Change in Computing

Section – A: Answer the following questions 10 Marks

1. Regarding The KPI.

a) Customer Satisfaction Scores:
 What methods should we use to gather accurate customer satisfaction data?
 How can we improve customer satisfaction scores based on feedback?

b) Cost Savings:
“Based on your own experiences (whether from your organization, university, home,
etc.), apply the knowledge to solve the problem according to your situation.”
 What areas in your organization have the most potential for cost savings?
 How do we balance cost reduction with maintaining high standards?

2. Regarding the Kotter’s 8-Step Change Model.

a) Creating the Guiding Coalition:
 How do we identify and empower the right individuals to form a strong guiding
coalition?
 What qualities should leaders in the coalition possess to drive change effectively?
b) Developing a Vision and Strategy:
 How do we ensure that our vision for change is clear, inspiring, and aligned with
organizational goals?
 What steps can we take to create a realistic and actionable strategy for implementing
change?

Section – B: Short Answers 10 Marks

1. Scenario: A company is transitioning from traditional office work to a hybrid work model.

a) (Unfreezing stage): (1.5 marks)
“How can the company communicate the benefits of a hybrid work model to address
employee concerns and prepare them for the transition?”

b) (Changing stage): (1.5 marks)
“What tools and training can the company provide to help employees adapt to the
hybrid work model and maintain productivity?”

c) (Refreezing stage): (2 marks)
“What steps can the company take to embed the hybrid work model into its culture
and ensure long-term success?”

2.”Innovation can bring great benefits, but it also carries risks. What are two potential risks an
organization might face when introducing new innovations, and how could these risks impact
the business?”
(2.5 marks)

3.”Disruptive changes in computing can reshape an organization’s landscape. Can you identify
two types of disruptive computing changes, and briefly explain why they are significant for the
organization?”
(2.5 marks)

Section – C: Case Study/Practical – ( 1 Questions – 10 Marks Each) 10 Marks

Case Study:

XYZ Corp., a mid-sized IT company, has recently decided to adopt cloud computing and
artificial intelligence (AI) solutions to improve efficiency and enhance customer satisfaction.
However, the transition has faced significant challenges:
 Employees are resistant to the new tools due to a lack of training and fear of job
displacement.
 The IT infrastructure is outdated and requires significant upgrades to support cloud
adoption.
 The management is struggling to align the innovation strategy with the overall business
goals.

Questions:

1. Analyze the main challenges XYZ Corp. faces during this innovation and change process.
2. Recommend a structured plan for managing the change, ensuring successful
implementation of the cloud computing and AI solutions. Include key steps such as
planning, communication, training, and monitoring.

Answer

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