Service Innovation Strategy (BLSI7011)

Critically reflect on your experiences throughout the program and consider how you have grown as a leader in innovative service design and reflect on how you will act on this with respect to your current situation. 

This is a reflexive account, so you may wish to present this in an essay format or similar

Applied some deep reflection and reflexive thinking to affect your understanding of management and leadership in an experience economy context. In the context of the three points above consider:

• Has your thinking changed? If so, how? If not, offer ideas why?
• How might you use any of suggested readings in future practice?
• Reflect on how you might potentially incorporate some initial ideas from the above list to address a challenge or propose change in your organisation.

Other considerations:

• Length - 2,000 words
• Writing / format / referencing 
• Supporting comments

‘Reflections’ about Reflection and Reflexivity

Reflection is a form of personal response to experiences, situations, events, or new information; a 'processing' phase where thinking and learning take place. Reflexivity is thinking about your own thinking and how your own perspective shapes the way you process and understand new knowledge and experiences.

Reflective writing is:

• documenting your response to experiences, opinions, events, or new information
• communicating your response to thoughts and feelings
• exploring your learning
• an opportunity to gain self-knowledge
• a way to achieve clarity and better understanding of what you are learning
• a way of making meaning out of what you study

Reflective writing is not:

• just conveying information, instruction, or argument
• pure description, though there may be descriptive elements
• straightforward decision or judgement, e.g. about whether something is right or wrong, good or bad
• simple problem-solving
• a summary of course notes
• a standard university essay

This task has been designed to be challenging, authentic and complex. Whilst students may use AI and/or MT technologies, successful completion of assessment in this course will require students to critically engage in specific contexts and tasks for which artificial intelligence will provide only limited support and guidance.

A failure to reference generative AI or MT use may constitute student misconduct under the Student Code of Conduct.

To pass this assessment, students will be required to demonstrate detailed comprehension of their written submission independent of AI and MT tools.

The purpose of this assignment is analyze a critical challenge that impacts customer experience using a range of evaluative techniques, including but not limited to data analysis, stakeholder analysis, feedback and other metrics. 

You will do this by presenting a challenge statement to your peers for feedback and by providing feedback to your peer's statement. 

You will then reflect on that feedback and develop a 5-8 minute video presentation that demonstrates your evalaution of the problem

Your presentation will be assessed on the following:

1. An ability to analyse, evaluate, and present ideas for leading organisational change and innovation (20%)
2. A firm grasp of how to use Cx and service nnovation theories/concepts and approaches to evaluate a situation (30%)
3. The presentation of evidence based analysis that convincingly conveys potential benefit to the organisation (30%)
4. Clear, concise, and compelling communication with others and reflection on the feedback given (20%)

This task has been designed to be challenging, authentic and complex. Whilst students may use AI and/or MT technologies, successful completion of assessment in this course will require students to critically engage in specific contexts and tasks for which artificial intelligence will provide only limited support and guidance.

A failure to reference generative AI or MT use may constitute student misconduct under the Student Code of Conduct.

To pass this assessment, students will be required to demonstrate detailed comprehension of their written submission independent of AI and MT tools.

The purpose of this assignment is to develop your own leadership competence through the application of key theories and concepts developed throughout the journey of this program. This is an opportunity to identify a critical and necessary change in your organisation (or an organisation you are familiar with) and apply theory to develop a plan to execute that change. This change must be linked to customer experience and innovation and should be developed from a perspective one or two levels above your current career level (if possible). That is, if you were to hold a senior leadership position, what change or new initiative might you pursue? 

You will seek support from stakeholders, peers and tutors while developing your plan. 

Your aim is to plan a change program or new initiative in your business, levering off principles developed in MLI and presenting with the following structure

1. Develop an argument as to what you believe needs to be changed and why.
2. Detail the process of how you will enact these changes, building on theories and concepts presented throughout the MLI program.
3. Reflect on how your proposal has changed, based on feedback to your proposal presentation.
4. Reflect on what you have learned during this experience

Possible Report Structure:

1. Brief background to the organisation, business environment, current challenges
2. Current process, system, service/product that will be addressed by this proposal
3. Critical evaluation on  how MLSI principles will underpin changes proposed (identify specific concepts from at least three different courses in the program)
4. A step by step change process/plan (perhaps ‘define, develop, implement, evaluate’ )
5. Identify likely barriers to success (e.g. personnel, structures, culture)
6. Identify any risks involved
7. Present an argument as to why your proposal makes sense for your organisation (i.e. what are the potential benefits, what is the underlying logic to your proposal, and what would success look like?)

And complete your report with a reflection that 

1. Reflects on changes based on feedback to your presentation
2. Reflects on your own learnings as you have developed this report

Length: up to 2,500 words (plus any artefacts/inclusions)

This task has been designed to be challenging, authentic and complex. Whilst students may use AI and/or MT technologies, successful completion of assessment in this course will require students to critically engage in specific contexts and tasks for which artificial intelligence will provide only limited support and guidance.

A failure to reference generative AI or MT use may constitute student misconduct under the Student Code of Conduct.

To pass this assessment, students will be required to demonstrate detailed comprehension of their written submission independent of AI and MT tools.