Comcast management analysis

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This is assignment in Principle Management.
Start by reading this article

https://hbr.org/2014/07/how-comcast-sets-its-customer-service-reps-up-to-fail

to understand an overview of the situation. Some of the questions within
the assignment will ask you to read specific additional materials, and
you may find that you need information beyond that provided to answer
the questions.
1. Strategy: Examine Comcast’s macro- and competitive environments.
a. Look over the industry survey report. Based on your reading and any
additional information you sought out, what are the three most critical
factors in Comcast’s macroenvironment? Explain.

Comcast management analysis

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b. Next, look over the relevant parts of Comcast’s 10-k report and any
additional information you feel you might need. Conduct a Porter’s Five
Forces Analysis. Based on your reading and analysis, what are the three
most critical factors in Comcast’s competitive environment? Explain.
2. Strategy: As Frances Frei suggests in the linked HBR article, the
increasing competition in the cable industry puts pressure on existing
companies to change. Explain the nature of the threats Comcast is now
exposed to. How have these threats affected Comcast’s strategy?
3. HR/OB: Consider the motivations of Comcast Customer Service
Representatives (One helpful article:

Comcast management analysis

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http://gizmodo.com/comcast-employees-spill-how-hellish-life-is-on-their-en-1609671814,

although others exist).
a. Describe the likely motivation level of these reps and identify
whether their motivation sources are intrinsic or extrinsic? Do you
think this motivation level is optimal? Why or why not?
b. Assume that Comcast also wants to overhaul its performance appraisal
process. What recommendations would you make to ensure that the process
supports higher levels of extrinsic and intrinsic employee motivation?
Why do you expect these to be effective?

Comcast management analysis

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4. Some companies use a team-based structure in customer-facing
positions. If Comcast were to implement a team-based structure in its
customer service representatives, how do you think they might do so
effectively? Explain the pros and cons for Comcast of the team-based
structure you describe.