Thomas Cook - from pauper to player

Since July 2012 Thomas Cook is now seen to be on a more robust and sound footing since the new board was assembled. With its debt vastly reduced and re-financed and its first phase of change management behind them. Thomas Cook has now progressed into the 21st century with its next change programme ‘Wave 2' - one of incremental long-term change.

Two of the major introductions of change in the past two years were Thomas Cook introducing its e-commerce platform and entering a stage of strategic alliances with businesses around the world rather than one of merger and acquisition. Thomas Cook has firmly put the ‘customer experience' to the fore of what it does, with the added provision of letting the staff do what is best by decentralising decisions to do with the customer experience to the staff themselves.

The commercial drivers are now customer experience excellence ‘best in class', a rebuilding of reserves and improving stakeholder relations.

Report Questions:

Building on your teams assessment of Thomas Cook's capabilities and competences, critically evaluate how change management models could have supported Thomas Cook's process and systems improvements to help ensure appropriate benchmarks were met.

B. Marks for Academic Quality

Student will need to choose a formal style of report in outlining their findings and results in answering ALL the questions above. This report style should be academic in style NOT commercial. Both a reference list and bibliography should be produced to the Harvard Referencing convention and should be grammatically correct and elementary spelling mistakes should be corrected.