Question 4 A premium airline intends to digitalize its cabin operation systems. With digitalization, the airline expects to have a substantial manpower savings and an increase in productivity. The airline had engaged a well-known and experience IT company for technical and engineering implementations of the IT system. (a) Discuss whether the airline should also appoint an external change agent from the IT company. (3 marks) (b) Evaluate the challenges that this change agent could face in the change management of the digitalization effort. (5 marks) (c) Discuss TWO (2) quantitative techniques that the change agent could use to diagnose the changes needed in the airline. (4 marks) (d) The external change agent briefed the CEO the essential tasks that CEO could do to ensure the success of the changes. Discuss THREE (3) of these tasks. (3 marks) (e) The external change agent decided to enlist the help of play makers. Elaborate the criteria require for the THREE (3) different type of play makers. (6 marks) (f) The external change agent decides to select one of the Clampitt communication strategies for sense giving to the stakeholders. Rate the various strategies and select the strategy or strategies that is/are most appropriate. Justify your choice. (8 marks) g) Some of the employees in the cabin operations department have to be deployed in other departments after the change. What are the types of support the airline can provide to these employees to minimize the impact to their personal transitions