PROBLEM SOLVING IN

ORGANIZATIONS

Unit Guide

Trimester 2 2023/2024
About Problem Solving in Organizations

CONTACTS
Dr. Ly Thi Minh Chau Email: chau.ly@isb.edu.vn
Unit Instructor
Phone: 0908239988
Nguyen Truong An an.nguyen@isb.edu.vn
Program 17 Pham Ngoc Thach Street, District 3, HCM City
Administrator
Phone: 02854465555 (Ext:168)

UNIT OVERVIEW
Groups of students are required to collect data from the market/industry and from their
corresponding companies to identify key existing business problems. It is expected that the
problems are in the groups’ interested fields of study (marketing, management, and
international business). These groups of students are required to define problem, then validating
the problem and its causes. The alternative solutions and action plan are then suggested for the
company.

PRE-REQUISITES
Principles of Management/Marketing, Organizational Behavior, Consumer Behavior,
International Business Subjects.

Assessment Information

UNIT LEARNING OUTCOMES

The table below outlines the unit learning outcomes (ULOs) for this unit. Upon completion of
this unit, students will be able to:

1. Reinforce strong problem-solving skills

2. Have opportunities to access real business practices
3. Gain an understanding of workplace culture
4. Gain practical research experience
5. Demonstrate the link between theory and practice
6. Develop personal and professional communication skills

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PROGRAM LEARNING OUTCOMES

In line with its focus on assuring students’ skills in unit learning outcomes 1-6 above, this unit
is also responsible for introducing/developing/assuring the following program-level learning
outcomes (PLOs):

Knowledge & Application

1. Solid understanding and competency of appropriate application of business discipline-
specific knowledge.
Communication
2. Competency in professional written and oral communication suited to multiple
audiences and contexts.
Teamwork
3.
Effective collaboration in teamwork or other tasks in organizational settings.
Critical thinking
4.
Critical thinking through appropriate observing, analyzing and reasoning, etc.
Problem solving
5.
Effective and constructive problem solving.
Ethics
6. An ethical perspective, including an understanding of the ethical responsibilities of
organizations.
Cultural diversity
A global mindset, including an understanding of the difference business settings, the
7.
ability to identify foreign market potentials, to diagnose cross-cultural communication
problems and propose appropriate solutions.

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ASSESSMENT SUMMARY

ASSESSMENT ITEMS DUE DATE VALUE LEARNING

(%) OUTCOMES
Midterm 1. In-class assignment Each week 15 ULO1-2 PLO1-6
(40%) 2. Qualitative research Session 2-4 15 ULO1-2 PLO1-6
method assignment
3. Report 1 (Problem Week 9-10 70 ULO1-6 PLO1-7
definition & (S10-11)
validation the
problem)
Total 100
Final (60%) 4. Report 2 (Validation Week 11 25 ULO1-6 PLO1-7
causes of its problem) (S13-14)
5. Report 3 (Solution Week 12 25 ULO1-6 PLO1-7
design)
6. Final report TBA 50 ULO1-6 PLO1-7
Total 100
Final marks and grades are subject to confirmation by the School Assessment Committees
which may scale, modify or otherwise amend the marks and grades for the unit, as may be
required by university policies.
Note: To successfully complete this unit, students must:
▪ Achieve a minimum of 50 marks;
▪ Complete all assessment items; and
▪ Attend 80 per cent of class time. See attendance requirements in the section of class policies
and rules below.

Midterm assessment, including assessment 1-3:

Assessment 1 – In-class assignment (15%)

Students are required to actively participate in the learning processes during each class.

Assessment 2 – Qualitative research method assignment (15%)

Due: TBA.

Students in groups are required to actively participate in review the In-depth interview &
qualitative data analysis skills and finishing in-class/home-work assignments.

Assessment 3 - Report 1 (Problem definition & validation the problem) (70%)

Due: Week 9-10 (S10-11).

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Final assessment, including assessment 4-6:

Assessment 4 - Report 2 (Validation causes of its problem) (25%)

Due: Week 11.

Assessment 5 – Report 3 (Solution design) (25%)

Due: Week 12.

Assessment 6 - Final report (20%)

Due: TBA.
This assignment is to evaluate how groups are expectedly progressive in completing all required
contents.
CRITERIA Fail Pass Credit Distinction High Distinction
Clear
Identified specific
Identified Identified business identification of
business topic
business topic topic but with only business topic,
Unclear or with some
but with little average well justified as
absent definition discussion
justification for justification for an issue of
of business topic justifying the
Background the choice of the the choice of the importance.
and/or unclear choice. Good
information and topic and/or topic and/or Excellent
background background
business minimal moderate background
information, No information on
symptom (10%) background background information.
indication of topic and
information. information. Some Clear and
what you want to organisation.
Little indication indication of what thoughtful
achieve. Clear indication of
of what you you want to identification of
what you want to
want to achieve. achieve. what you want to
achieve.
achieve.
0-4.9 5-6.4 6.5-7.4 7.5-8.4 8.5-10
Apply
Basic analysis, Average analysis,
frameworks to
using an using adequate Good analysis,
analyse the Excellent analysis
inadequate frameworks using at least two
situation/issue Inadequate or using at least two
framework showing some frameworks
faced by the heavily flawed frameworks,
overlooking insight into the showing
firm: analysis of showing excellent
some important situation/issue. reasonable insight
Situation/issue situation/issue. insight into the
components of Some good points, into the
analysis, and situation/issue.
the although situation/issue.
validate main
situation/issue. limitations.
problem (20%)
0-9.9 10-12.9 13-14.9 15-16.9 17-20
Apply theories, Identification of Good
Absent or Choice of theories Insightful choice
concepts and basic theory to identification of
inadequate appropriate with of theories,
constructs to the be applied, but some theory, but
discussion of limited clearly justified
main problem weak limited in either

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definition and proposed justification. choice and/or justification and and linked to the
potential causes: theories. Poor link to the justification. Some link to the topic. topic.
(15%) topic. link to topic.
0-7.4 7.5-9.7 (6.5) 9.8-11.2 (75) 11.3-12.7 (85) 12.8-15
Poses an elegant
Produces a Poses a solution solution/s that
solution that Poses a solution that thoroughly deeply and
Validate real Implementation
addresses the that addresses the considers the thoroughly
causes and main of the solution
problem problem statement history of the considers the
causes using the does not address
statement but with consideration problem, history of the
business context the problem
ignores relevant of the feasibility logic/reasoning, problem,
(10%) statement.
feasibility and and impact. feasibility and logic/reasoning,
impact. impacts. feasibility and
impacts.

0-7.4 7.5-9.7 9.8-11.2 11.3-12.7 12.8-15

Identification of Good
Apply theories Absent or basic theory to identification of Choice of theories Insightful choice
to propose inadequate be applied, but some theory, but appropriate with of theories,
alternative discussion of weak limited in either limited clearly justified
solutions proposed justification. choice and/or justification and and linked to the
(15%) theories. Poor link to the justification. Some link to the topic. topic.
topic. link to topic.
0-7.4 7.5-9.7 (6.5) 9.8-11.2 (75) 11.3-12.7 (85) 12.8-15
Poses an elegant
Produces a Poses a solution solution and
Poses a selected
Solution selected solution and action plan action plan that
solution and
Provide a well selection and and action plan that thoroughly deeply and
action plan that
formulated Implementation that address the consider the thoroughly
address the
solution and of the solution problem history of the consider the
problem statement
implementation do not address statement but problem, history of the
with consideration
(20%) the problem ignores relevant logic/reasoning, problem,
of the feasibility
statement. feasibility and feasibility and logic/reasoning,
and impact.
impact. impacts. feasibility and
impacts.
0-9.9 10-12.9 13-14.9 15-16.9 17-20
Material is Poor in-text
paraphrased citations and/or
Clarity of Satisfactory in- Satisfactory in-
poorly, and/or incomplete Excellent in-text
communication: text citations, text citations,
inadequate in- reference list citations,
Referencing and paraphrasing and paraphrasing and
text citations provided and/or paraphrasing and
paraphrasing reference list, with reference list, with
and/or no or content may be reference list.
(10%) some errors. minor errors.
incomplete poorly
reference list. paraphrased.
0-4.9 5-6.4 6.5-7.4 7.5-8.4 8.5-10

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Teaching Activities
LEARNING RESOURCES
Textbook Aken, J. E., & Berends, H. (2018). Problem-solving in organizations: A methodological
handbook for business students. Cambridge, UK: Cambridge University Press.

Malhotra NK. Marketing research: An applied orientation. 6th ed. New Jersey: Prentice-
Reference Hall Publishing; 2010; and
Reading
Other materials required by the instructors

ONLINE LEARNING RESOURCES

E-library http://search.proquest.com/login
Username: UEHCMC2010
Password: thuvien0810

E-learning http://elearning.isb.edu.vn/

SCHEDULE OF ACTIVITIES

Week Session Topic Required preparation

Reading:
- Unit introduction
- Chapter 1 - Part I (Aken, 2018)
- PSO overview (PSO process; what are
W1 S1 problems; theory-informed; design- - Chapter 2 – Part I (Aken, 2018)
oriented)
- Chapter 3 - Part I (Aken, 2018)
- Problem definition

Reading:
- Intake and problem definition - Chapter 4 – Part II (Aken, 2018)
W2 S2
- Qualitative research method (P1) - Chapter 9 - Part III (Aken, 2018)
- Chapter 5 - (Malhotra 2010)

Reading:
- Theory-informed diagnosis of business
- Chapter 5 - Part II (Aken, 2018)
W3 S3 problem
- Chapter 9 - Part III (Aken, 2018)
- Qualitative research method (P2)

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Week Session Topic Required preparation

Reading:
W4 S4 - Exploration of causes - Chapter 5 - Part II (Aken, 2018)
- Chapter 9 - Part III (Aken, 2018)

Reading:
W5 S5 - Validation of causes
- Chapter 5 - Part II (Aken, 2018)

Reading:
S6 - Solution design
- Chapter 6 - Part II (Aken, 2018)

W6 S7 - Preparation for intake meeting Coaching 1

W7 S8 - Company overview Coaching 2

W8 S9 - Problem definition Coaching 3

W9 S10 - Present Report 1 Coaching 4

- Present Report 1 (Cont.) + Possible

W10 S11 Coaching 5
causes

S12 - Validate causes Coaching 6

W11 S13 - Present Report 2 Coaching 7

S14 - Alternative Solutions Coaching 8

W12 S15 - Present final report in 10 mins + Q&A Coaching 9

Note:

• Students should check the scheduled sessions of each session carefully by access to my ISB
frequently.
• Deadline for final report in writing: 01 day before the day of Session 15. After Session 15, all
teams will receive one types of request such as “minor revision”, “major revision”, or “accept”;
and specific time to resubmit your work if needed. If your work improve after resubmission,
your team can earn some extra points.

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General Information & Policy

Referencing
Plagiarism
Student assignments are to contain original content created by the students. Assignments will
be rejected if they include plagiarized content or contain excessive amounts of quoted/cited
material and minimal original content. Students will receive a grade of ZERO (0%) for any
assignments rejected for this reason. Written assignments WILL BE checked by the lecturer
with Turnitin.com, an online plagiarism-checking tool.
Sources
Furthermore, your reference to support your statements must be from a reliable source, such as
textbooks, additional reading materials, and reference books. However, many websites are not
reliable sources. Examples are Wikipedia.org, about.com, and ask.com. If you are not sure if a
reference is acceptable or not, please contact the lecturer.
Referencing & Citation
The Vancouver Referencing Style will serve as the primary reference materials for all
students. Therefore, all papers must be submitted in Vancouver format. The mechanics of
student papers and work will be evaluated, as well as the content.

Submission
Assignment cover sheet
▪ All assignments are required to be submitted with an Assignment Cover Sheet.
▪ Group assignments are to be submitted with a Group Assignment Cover Sheet as well as
a Peer Evaluation Form depending on the request of unit instructor.
Non-contributing team members can sometimes be an issue with group-work structured
assessment. Individual student group work scores may be adjusted as a result of peer
dissatisfaction with a particular student’s contribution to group work assignments, as reflected
in submissions of the evaluation form.
Note:
▪ Assignment cover sheets and the evaluation form can be located on MyISB system
▪ Students are advised to keep a copy of all assignments submitted for marking.

Submission style
Assignments are expected to achieve a professional standard:
▪ Be typed, one and a half spaced, on A4 paper
▪ Use a simple clear format, suitable for a report to senior management in a commercial
organization.

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Submission method: described in the Assignment Description document

Late assignment and make-up policy

No late assignments will be accepted unless prior authorization granted by the Academic
Department based on a Special Consideration Application for assessment task extension.
Students must complete all assessments on the assigned dates including quizzes, mid-term test,
and final exam. If there are extenuating or unforeseen circumstances, students must follow the
school’s policies and procedures accordingly.

Attendance
Students are required to attend a minimum of 80% of all classes (which normally 12/15
sessions).
Other cases equating to an absence:
▪ Arriving to class late by 15 minutes at the beginning,
▪ Arriving late by 5 minutes after the break
▪ Leaving prior to the scheduled end time without the permission of the lecturer
If you are unable to attend any session, please let your lecturer know AND submit a request for
absence form to program administrator prior to the session.
 IMPORTANT: Students will not be allowed to sit in the final examination if violating the
above absence rule.
Electronic device use
▪ Cell phones will be turned off or switched to vibrate mode before class starts.
▪ No phone calls or text messaging are allowed inside classroom during class time.
▪ Portable listening and/or music devices may not be operated in the classroom.
▪ Headphones and/or ear buds of any type may not be worn while in the classroom
whether operating or not.
▪ Laptop and other electronic devices are not permitted unless specifically authorized
by the lecturer exclusively for note taking and doing class work.
 IMPORTANT: If you are in violation of these policies you will be excused from class and
an absence will be assessed.

Email etiquette
Your lecturers receive many emails each day. In order to enable them to respond to your emails
appropriately and in a timely fashion, students are asked to follow basic requirements of
professional communication.
Your emails should:
▪ Have a concise and descriptive title, including the class and name of the unit you are
enquiring about
▪ Be clear about the intention of their emails
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▪ Use appropriate tone and language, proof-read what is written in the email before
sending it.
Students should also allow 3-4 working days for a response before following up. If the matter
is legitimately urgent, you may indicate “URGENT” in the email subject header.
Make an appointment: If your email request is complex and requires a lengthy response it
may be probably best to make an appointment with your lecturer/instructor to meet in person.

Student behavior guidelines

Everyone must behave professionally. Students are expected to demonstrate respect for teacher
and fellow students at all times. Behavior that is disruptive to a positive learning environment
reported to the teacher will result in a warning on the first instance; the second instance might
result in a failing grade along with expulsion from the school.
Unacceptable behaviors can be:
▪ Cheating on an exam
▪ Collaborating with others on work to be presented, if contrary to the stated rules of the
course
▪ Submitting, if contrary to the rules of the course, work previously submitted in another
course
▪ Knowingly and intentionally assisting another student in any of the above actions,
including assistance in an arrangement whereby work, classroom performance,
examination, or other activity is submitted or performed by a person other than the
student under whose name the work is submitted or performed
▪ Plagiarizing
 IMPORTANT:
▪ First violation will result in a grade ZERO (0%) for that assignment.
▪ Second violation will result in a failing course grade.
Disability support services

Students with disabilities are advised that accommodations and services are available at UEH-
ISB. It is the student's responsibility to contact UEH-ISB office and submit appropriate
documentation prior to receiving such services.

Additional information
This unit guide may be revised at the discretion of the Academic Department with approval
from Program Academic Director and School Academic Committee where appropriate.

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