Interpersonal and E-communication at Deloitte: SWOT analysis and communication practices of competitors

This report provides an analysis of Deloitte's interpersonal and e-communication practices, including a SWOT analysis and communication practices of its competitors McKinsey and Company and Accenture. It also includes recommendations for sustainable growth in the market.

interpersonal and e-communication
Deloitte
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Executive Summary
The below mentioned report will explain the introduction of the company named “Deloitte”
which is well renowned company founded in 1845. Deloitte is a reputed brand below which tens
of thousands of enthusiastic professionals in the independent company throughout the entire
world collaborate aiming to provide the huge number of services. In addition to this, the report
also consists of Synopsis of the key non-electronic communication methods and practices that
the company uses to engage customers, suppliers, staff members and the public.
Apart from this, the report also include the SWOT analysis of the company with the
communication practices used by its two major competitors. The report overall concluded the
strategy used by the company to gain competitive advantages in the market.

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Contents
Introduction and Background..........................................................................................................3
Synopsis of the key non-electronic communication methods and practices...................................4
Key electronic media and communication strategies......................................................................4
SWOT analysis and findings...........................................................................................................6
Communication practices of the company’s two main competitors................................................8
Recommendations............................................................................................................................9
Conclusions......................................................................................................................................9
References........................................................................................................................................9

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Introduction and Background
Deloitte is one of the “Big Four” accounting organizations in terms of revenue and professionals.
It was found in 1845 by William Welch Deloitte headquartered in London, UK. It is a UK
incorporated multinational professional services network. Deloitte is a reputed brand below
which tens of thousands of enthusiastic professionals in the independent company throughout the
entire world collaborate aiming to provide the huge number of services.
The organization has uplifted its diversity by nearly 245,000 people in around 150 countries and
territories which provides of audit, tax, legal, financial advisory, risk advisory, and consulting
services. The company had the revenue of US$38.8 billion in the year 2017 and US$36.8 billion
in 2016. However, the full name of the company is Deloitte Touché Tohmatsu Limited and in
2016, Deloitte transformed its brand name and accepted a new and innovative logo with Deloitte
written in black rather than blue (Bharadwaj, El Sawy, Pavlou. and Venkatraman, 2013).
Figure: Deloitte by numbers
Source: Deloitte, about us, 2018
Thus, from the above diagram, it can be said that the total revenue of the company is rising as
per the year along with the total number of employees working for the company which denotes
the success of the company in terms of growth and profits.

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Synopsis of the key non-electronic communication methods and practices
There are large number of non-electronic methods that Deloitte uses to engage its customers,
suppliers and the public. The company displays major traits that is widely used (Christensen and
Raynor, 2013).
Deloitte aims at building the workforce by integration with the business. The senior executive
evaluate the talents of their employees and promote the company’s culture. It also helps to
predict the wider needs of the business and hire more managers. Apart from this, the employees
who already exists in the company are recognized as a valuable resource and internal mobility is
one of the major elements of company culture. Moreover, the employees are also evaluated on
the basis of work ethics, values and their potentials. The company also builds a personalized and
customized employee journey where they are free to share their views (Henderson, Raynor and
Ahmed, 2012).
At Deloitte, the employees, suppliers and the local public are aimed at delivering the crucial
issues related to business and economic by expressing their point of view in major debates. The
way they communicate position themselves as true leaders of the market and this can be done by
regular interaction with the customers, suppliers and employees and publishing thought-
provoking idea points. The non- electronic media for communication channel is also very
professional (Raynor, 2011). And the employees can only participate in online platform by using
sound common judgments. Apart from this, the employees can also solve their queries by using
face to face interactions. The meetings are conducted at regular intervals which creates an
opportunity for the employees and the customers to put their ideas and view point on specific
matter (Kane, Palmer, Phillips, Kiron and Buckley, 2015).
Key electronic media and communication strategies
“According to a recent Deloitte poll, only 22% of organizations have a customer relationship
management (CRM) system equipped to handle CASL”.
Deloitte suspects’ technologies will change and it will enable quicker integration of data from
social media platform with the necessary information confined in internal CRM systems in order
to develop a more vigorous profile of customers. With the help of social media platforms, huge
insights cane easily be developed and the company will be able to use such insights to widen

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their revenue and aims at delivering the best experiences to their potential customers as well
(McElroy and Van Engelen, 2012). Deloitte also predicts that the innovative tools that has been
used will have importantly higher quality in order to extract insights, both visual and readable
texts with the help of data mashups. Tools and the equipment will able to deliver better
visualization and combination of data from multiple platforms and offer information to the end
users in a much unified ways. Users who work in the Indian industry across sectors will look at
the dashboards and further report to better insights and presentation (Seddon, Calvert and Yang,
2010). On demand visualization technique is already used by the company. The company used
cloud and application environment provider that uses data technology elements which will help
the company to visualize the sales channel on wen, mobile apps and a voice support is used to
where the company can easily find out the abnormal behavior of their employees as well as
customers related to security breaches on the real time (Kviklys, 2013).
Apart from this, Deloitte’s “Global Human Capital Trends 2016” report suggests that about 85%
of the HR and the leaders recognized that engagement to be one of the major priority of the
company, in addition to this, the company created Connect me. It is a united HR service
conveyance and collaboration platform which is basically developed in order to boost the
engagement between the employees by using digital platforms along with workplace services.
Connect me helps to bring disparate systems as well as teams of HR together that will assist to
offer employees a customized, streamlined navigation support in order to make best intelligent
selections (Berthon, Pitt, Plangger and Shapiro, 2012). Deloitte has proved itself to gain the trust
of its potential customers by appearing on the social media with a well reputed image. The
customers of the company can also interact with the company via social media such as Facebook,
twitter, emails and many more. Moreover, when the customer provides feedback to the company,
those feedbacks are taken into serious consideration. Similarly, Deloitte also sued digital toolbox
kit to connect with its customers, suppliers and employees as shown in the diagram.

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SWOT analysis and findings
Strengths
Deloitte, being one of the leading companies has huge number of strengths which helps to
capture the competitive market. It helps to penetrate the new market segments. Some of the
strengths of the company are:
Great skilled workforce are created by the company by successful training programs. The
company is focused on investing lot of resources in training its employees that will
motivate them to work more efficiently.
Deloitte has developed successful expertise while entering the new segments and this has
resulted in building innovative revenue stream.
The suppliers of the company are reliable which avoids the unnecessary bottlenecks.
Deloitte has a strong distribution network and stronger dealer community which helps the
company to reach major potential market and attract huge number of customers as well.
Deloitte offers a sound return on the capital expenditure by developing innovative
revenue streams (Poulfelt and Bhambri, 2010).
The CRM department of the company works with great excellence with has created
higher level of customer satisfaction.

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Weaknesses
Weakness are those places where a company must focus on in order to gain competitive
advantages.
Deloitte is not successful at integrating firms with several work culture. It is very difficult
to merge firms which have dissimilar work culture.
The company faces the problem of the gaps in the product ranges i.e. the company do not
offer huge choices to the customers.
Deloitte has failed to compete with its competitors in terms of innovation. It has come
across as an established company observing out to bring its products grounded on the
tested features. The company should invest more in innovative technologies to meet its
vision.
Financial planning is lacking. The current asset ratio and liquid asset ratios of the
company is not efficient which suggest that it should use cash more wisely
(Weerawardena and Mort, 2012).
Opportunities
New polices of environment helps to create an opportunity to drive its benefits and gain
market share in the innovative product classification.
The lower inflation rate of has created stability which helps the company to empower
credit at low interest rate to its customers.
The development in the markets helps the company to enhance its competiveness as
compared to other competitors.
Constant free cash flows offers opportunities in order to invest in neighboring product
segments which also open a window for the company in additional product
classifications.
Deloitte can capture more new customers because of the increment in the customer’s
spending and economic uptick.
Threats
Increasing raw material can lead to threat the profitability of the company.

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Rising trend towards isolationism in the American economy can create same reaction
form additional government however undesirably impacting the global sales.
Transforming customer buying behaviors from online digital platform can also be an
element of threat to the company (Quirke, 2017).
Since, Deloitte is serving in various countries, the fluctuations in the currency can also
create a major threat to the company.
Increasing pay level majorly movements such as $15 per hour and growing prices in the
china can create major stress on the profit ratio of the company (Lukac and Frazier,
2012).
Findings
The company has already hold a strong position in the market but it is continuously changing its
leaderships which has led to develop many challenges. The major finding from the above SWOT
analysis are:
The requirement to invest more in automation, digital platform and developing business
model is seen. The new zones of customer essentials such as sustainability consulting is
also required.
Implementation of arduous thought leadership in marketing and create new solutions for
higher growth segments in Asia.
Since the company has its brand name, the customer satisfaction level it very high (Ernst,
2011).
Communication practices of the company’s two main competitors
The two major competitors of Deloitte are McKinsey and Company and Accenture.
 McKinsey and Company
The company used the concept of Pyramid Principle, a practice for organized communication.
The major take away from the pyramid principle at McKinsey are:
Begin with the answer initially.
Cluster and précis supportive arguments.
Reasonably order supporting thoughts (Roper and Fill, 2012).

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If all the three rules will be combined together, then the pyramid principle appears to be very
strong and stronger structured communication tool which is highly recommended to the
executives in the company. The company follows the Pyramid Principle which is appealed in
written and oral communication to positively encourage actions. However, Pyramid Principle is
not only useful while communicating with executives but it is quite helpful in communicating
with anyone who needs to influence with an argument. This tool is used by the company to
communicate with stakeholders, peers and major project management team while making an
important proposal (Hinterhuber and Liozu, 2015).
 Accenture
Accenture is one of the reputed leader of telecom consulting and outsourcing solutions. It aims at
serving wire line, wireless, and cable and satellite communications network operators along with
innovative entrants, mobile virtual network operators i.e. MVNOs and internet players.
Accenture has created everlasting bodings with 18 of the world’s top 20 communications
companies and 41 of the top 50. Accenture has international scale and reach to offer inclusive
solutions in order to find the crucial needs of the service providers. Accenture aims at developing
the communication strategy by generating higher values from the assets and working on the cost
effectiveness instead of working on short goals. Accenture communication solutions delivers a
wide range of business and technology contributions and services which assist their
communications clients to unlock the growth in terms of profit and also enhance operational
activates to gain higher performance.
In addition to this, the company has acquired IBB consulting which assists leading broadband
and mobile operators, media companies and technology providers to evaluate the shifts in the
industry and adapt the necessary changes and grab new opportunities as well. IBB consulting
will boost the ability of Accenture in order to create new technologies to build future value for
customers in the communications because it pursue wholly digital businesses (Lacy, Haines and
Hayward, 2012).
Recommendations

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From the above report, it is highly recommended to follow some of the suggestion to obtain
sustainable growth in the market and gain more profit advantages as compared to its competitors.
There are several firms who have dissimilar work culture. Being a well-known company,
Deloitte must train itself to be able to integrate many firms which have dissimilar work
culture.
The product range offered by the company is very limited in numbers which do not
satisfy every needs of the current demands of the customers. Thus, the customer will
search for better options where products range are more diversified. So, Deloitte must
diversify its product range in order to attract more number of customers.
Financial planning is not done in a proper way i.e. the current asset and the liquid assets
of the company is not sufficient enough and the company is using cash ineffectively. So,
it should focus on such ratios.
In terms of innovation, the competitors of the company are have innovated technologies
and updated version of the products and services they provide to their customers. But
Deloitte lacks such innovation. Thus, the company should focus on the innovation aspect
as well (Lovelock, 2011).
Conclusions
From the above report, it can be concluded that Deloitte is a well-known reputed brand which
aims at offering multidisciplinary assistance related to innovation. The cluster of professionals in
the company helps it to remain more competitive and process more innovative ideas inside the
organization. The company specialize in assisting innovators by creating, capturing and
delivering values by converting innovative ideas into clear concepts and developing revenues.
The wide services includes innovation process design, business case development and innovation
boot camps. Apart from this, the company major competitors are McKinsey and Accenture. The
company adopts major marketing strategy to bring their products and services to the market.
However, the company should also focus on the innovative technologies to gain better
competitive advantages and remain competitive in the market (Bason, 2010).

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References
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