MBA 5002-assessment 1

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Feb 20, 2024

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CRITICAL THINKING Applying Kallet’s Critical Thinking Maymunah Naeemi Capella University MBA-FPX5002: Leadership

CRITICAL THINKING 2 Introduction: Well-known companies often need help with many problems. One of the well-known companies is Panera Bread, a famous restaurant chain across the United States. “Customers at the popular sandwich-and-soup chain had to wait in line for up to eight minutes to place an order.” (Jargon, 2017). The leaders of Panera Bread implemented a critical thinking framework and VUCA (Volatility, Uncertainty, Complexity, and Ambiguity) to solve its customer service problem. A similar framework used by Panera Bread will be used to analyze Twitter’s recent increase in outages and supply a solution. Problem: Twitter has gained much popularity in social media in the past few years. “Twitter is a microblogging service that allows the sharing of short messages (tweets) within a 280-character limit and can include images, videos, and hyperlinks to other sites. Users can share the tweet (retweet) with their web-based network or community.” (Erskine & Hendricks, 2021). People worldwide use Twitter to post their ideas and thoughts for the world to see, and often, there are questions that consumers need answers to or technical problems that customers need help with. As announced in 2022, when Elon Musk bought Twitter, one of the problems that Twitter started facing was frequent outages and technical issues. “The social media service remains operational today, but its outages, bugs, and other glitches are increasingly piling up” (Mac et al., 2023). This outage increase is a direct result of Layoffs following when Elon Musk bought Twitter. Framework for Critical Thinking: Critical thinking is important if one wants to solve a problem. According to Kallet, critical thinking has three components that leaders apply when looking for a solution to a problem. According to Kallet, Critical thinking is manual thinking. It is a type of thinking that uses a certain framework to analyze a problem in a business, the causes of the problems, and what can be achieved by solving the problem (2014). The first step in the critical thinking framework is clarity. To gain a long-lasting result,

CRITICAL THINKING 3 developing clarity on a business issue or problem is important. To apply clarity to a business problem is to have a clear understanding or statement of what it is that the business needs to solve or achieve. Twitter has had more outages than in previous years due to layoffs and decreased employment. “The latest cuts affected dozens of engineers responsible for keeping the site online, three current and former employees said.” (Mac et al., 2023). The problem Twitter is having is a lack of employees to keep the outages at bay. The first step of Kallet’s critical thinking is to gain clarity on Twitter’s problem. A statement most aligned with the critical thinking framework would be that Twitter reduces the number of outages per month by 60%. The next step in the Critical thinking framework is to develop an idea or conclusion on fixing the problem. One conclusion of Twitter’s problem would be increased staff in the departments most affected by the outages. Another conclusion would be how much and how often to increase staff in each department. The last step in the critical thinking framework is to decide whether to implement the idea or conclusions that were decided upon in the earlier step. The Leaders at Twitter saw a correlation between the decrease in employment and the increase in layoffs. Since there was a correlation between the two, a solution will likely be consistent with hiring enough staff in those departments. Leaders should raise a question because if there were not as many outages before the layoffs, then that can mean something was happening that was consistent. “When observing trends: look for inconsistent events related to a trend.” (Kallet, 2014). In this case, the trend is an increase in outages. One possible solution to this problem is using critical thinking to see where the outages are happening and what needs to be done to decrease the outages. As stated by Kallet, when leaders spend more time in the clarity phase, they become more knowledgeable about the problem and solution they must work for (2014). In return, they can receive more correct and desirable results. Spending more time in the clarity phase also reduces the time spent making decisions and developing solutions. (Kallet, 2014). Researching and collecting data on where the outages are happening, and the desired outcome is

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CRITICAL THINKING 4 the first step in coming up with a solution. After the data is collected on how to decrease the outages, a decision to increase employment in those departments will be beneficial in solving the problem. Applying VUCA: VUCA stands for “VUCA, which is short for volatility, uncertainty, complexity, and ambiguity ( Kraaijenbrink, 2019). Today, a business can face many different situations and challenges. A successful leader in a business can find a particular problem and find ways to counteract the problem. Each problem or challenge in a business requires a unique response to solve the problem. The element most likely affecting Twitter’s problem is Uncertainty. The leaders at Twitter were uncertain that the layoffs could have such an impact on Twitter’s functionality. The best way to avoid this could have been doing a trial or a demo layoff to see the results or effects the layoff could have had. It is known that the Leaders were uncertain of the results of the layoffs. The Element most likely related to Twitter’s recommended solution is volatility. “Build in slack and devote resources to preparedness -- for instance, stockpile inventory or overbuy talent. These steps are typically expensive; your investment should match the risk.” (Bennett & Lemoine, 2014). In Twitter’s case, it would be hiring staff in different departments to work on the area of the outages before they become a problem or have enough staff available to solve the outages right away, so they don’t become a problem. The element of complexity can also be seen when analyzing Twitter business problem. The problem can be seen clearly that there are increased outages happening but there may be many known and unknown variables resulting in those outages. Some causes may be known, such as decreased staff, while there might be other causes that are unknown, making problem-solving and decision-making more complex.

CRITICAL THINKING 5 Ambiguity also plays a role in making decisions in problem-solving. There is not always a known answer to every problem. A leader or management needs to experiment and have several trials and errors to find the best solution to a problem. Conclusion: In summary, Elon Musk’s applying layoffs has led to the problem of the frequency of outages. By implementing Kallet’s critical thinking and VUCA into their decision-making, Twitter leaders can solve this problem. The company can benefit from employing employees in those departments, so the frequency of outages is decreased.

CRITICAL THINKING 6 References : Bennett, N., & Lemoine, G. J. (2014). What VUCA Really Means for You. Harvard Business Review, 92(1/2), 27. Erskine, N., & Hendricks, S. (2021). The Use of Twitter by Medical Journals: Systematic Review of Literature. Journal of medical Internet research, 23(7), e26378. https//doi.org/10.2196/26378 Jargon, J. (2017). How Panera Solved its “Mosh Pit” Problem. The Wall Street Journal. Kallet, M. (2014). Think smarter: Critical thinking to improve problem-solving and decision-making skills. John Wiley & Sons, Incorporated. Kraaijenbrink, J. (2018, December 19). What does Vuca really mean? Forbes. Retrieved March 13, 2024, from https://www.forbes.com/sites/jeroenkraaijenbrink/2018/12/19/what-does-vuca-really- mean/?sh=fa21c1b17d62 . Mac, R., Isaac, M., & Conger, K. (2023, February 28). “Sometimes Things Break”: Twitter Outages Are on the Rise. The New York Times. https://www.nytimes.com/2023/02/28/technology/twitter- outages-elon-musk.html

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CRITICAL THINKING 7 Footnotes 1 For APA reports, add footnotes manually on their own page following references. Do not use the Insert Footnotes method on the References tab as they will not be formatted correctly. For APA formatting requirements, it’s easier to type your own footnote references and notes. To format a footnote reference, select the number and then, on the Home tab, in the Styles gallery, click Footnote Reference . The body of a footnote, such as this example, uses the Normal text style. If you delete this sample footnote, don’t forget to delete its in-text reference at the end of the sample Heading 2 paragraph on the first page of body content in this template.

CRITICAL THINKING 8 Tables Table 1 Table Title Column Head Column Head Column Head Column Head Column Head Row Head 123 123 123 123 Row Head 456 456 456 456 Row Head 789 789 789 789 Row Head 123 123 123 123 Row Head 456 456 456 456 Row Head 789 789 789 789 Note : Place all tables for your paper in a tables section, following references and footnotes. Start a new page for each table, include a table number and table title for each, as shown. All explanatory text appears in a table note that follows the table, like this one. Use the Table/Figure style, available on the Home tab, in the Styles gallery, to get the spacing between table and note. Tables in APA format can use single or 1.5 line spacing. Include a heading for every row and column, even if the content seems obvious. A default table style has been set up for this template that fits APA guidelines. To insert a table, on the Insert tab, click Table .

CRITICAL THINKING 9 Figures Title Figure 1. Include all figures in their own section, following references, footnotes, and tables. Include a numbered caption for each figure. Use the Table/Figure style for easy spacing between figure and caption. For additional information on APA Style formatting, please consult the APA Style Manual, 7th Edition .

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MBA 5002-assessment 1

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