Managing Communication, Knowledge and Information: A Case Study of Costa Coffee UK

Managing Communication,
Knowledge and Information
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Contents
Introduction.................................................................................................................... 3
LO1 Understand how to assess information and knowledge needs.........................4
1.1 Provide detailed discussion on the various types of decisions to be taken
by the top management of Costa Coffee UK to devise the market development
plan. 4
1.2 Examine the information and knowledge that Costa Coffee UK has to
consider in making strategic and effective decisions............................................6
1.3 Assess the present internal and external sources of information that are
available for Costa Coffee UK...................................................................................7
M1 Critically evaluate internal and external sources of information in AC1.3
and demonstrate how beneficial for Costa Coffee UK in a decision-making
process.................................................................................................................... 9
1.4 Based on your analysis, present and justify your recommendations to
Costa Coffee UK to increase their current and potential customers...................10
LO2 Be able to create strategies to increase personal networking to widen
involvement in the decision making process............................................................11
Introduction.................................................................................................................. 11
2.1 Identify five stakeholders that are important for Costa Coffee that you will
invite for launch........................................................................................................11
2.2 Propose appropriate communication channels that are cost-effective to be
used to invite your identified stakeholders............................................................12
2.3 Based on your identified stakeholders explain stakeholder’s interest and
feedback.................................................................................................................... 13
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2.4 Design all-inclusive strategy for the launch of Costa Coffee UK’s new
product to be outstanding and unforgettable........................................................14
Conclusion....................................................................................................................15
M2 Write a short reflective report on the outcome of the product launch and
include key areas of improvement needed for future events...........................15
D1 Critically evaluate any three of the strategies you have applied in task two
to increase personal networking and also widen involvement in the product
launch of Costa Coffee.........................................................................................16
LO 3: Be able to develop communication processes..............................................17
3.1 Report the current Costa Coffee UK’s communication structure and system.
17
3.2 You are required to design methods to improvise the overall communication
systems at Costa Coffee UK with the emphasis on recent technology invention
with modernization...................................................................................................19
3.3 You are to provide with implementation plans that will improvise the current
communication mediums between Costa Coffee UK and the local community. 20
D2 Justify your conclusion, by showing how realistic is your proposed
communication strategy (AC 3.3), including advantages to the community.. 21
3.4 As you have taken up the responsibility in the Communication Department,
create a personal plan to improve your own communication skills....................22
M3. Based on your communication skills identified in AC 3.4, you are expected
to demonstrate how by improving your communication skill will be beneficial to
Costa Coffee UK....................................................................................................... 23
Conclusion....................................................................................................................23
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LO4: Be able to improve systems relating to information and knowledge.............24
4.1 Report on the current method of data collection, formatting, storage and
dissemination at Costa Coffee UK..............................................................................26
4.2 Conduct appropriate changes to improve the above-identified methods in
AC4.1 for Costa Coffee UK..........................................................................................28
4.3 Implement a user-friendly strategy that can improve access and usage of
systems in Costa Coffee UK.......................................................................................29
Slide 12: Thank you.............................................................................................. 31
D3 As the Customer Service Manager, write a short essay in which you
critically investigate the potential benefits of improving systems to Costa
Coffee UK...............................................................................................................32
Conclusion....................................................................................................................33
References....................................................................................................................34
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Introduction
This unit helps in providing various opportunities for demonstrating how knowledge,
information, and communication can get developed. It is helpful for improving the
communication within the association so that positive environment can build up. The
systems of IT have been included in this unit. It is used as a tool of management for
storing, disseminating, collecting and providing the access to information and
knowledge as well. The business report in this unit helps in providing a detailed
discussion on different types of decisions which needs to be taken for the betterment of
the association. External and internal sources of information have also included in this
study in an appropriate manner. With the help of power point presentation and a short
essay, communication, knowledge and information has been explained in more detail.
By making development plans details are being provided in increasing communication.
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LO1 Understand how to assess information and knowledge needs
Introduction
This report includes various kinds of decisions which take place in the business for the
betterment of it. The knowledge and information of Costa coffee have also included in
making the strategic and effective decision.
1.1 Provide detailed discussion on the various types of decisions to be taken by
the top management of Costa Coffee UK to devise the market development
plan.
Some of the important decision are described below which are required by the top
management for devising the development plan of business-
(Figure 1: Types of decisions)
(Source: By Author)
 Operational decisions- According to Jordan, et. al., (2017), it comprises all the
assessment by the human resource management and all the activities of the business
by the operations manager. The operational decision includes workforce planning,
performance management, purchasing of extra required vehicles, adding more and
more digitalized machines for the growth of the business and etc. (Jordan, et. al., 2017)
 Strategic decisions- The strategic decision gets taken by the management of top
level. This kind of decision involves the long terms affect the business in terms of more
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Operational
decisions Strategic
decisions

profit and revenue. Investing in the CSR activities, CRM, e-magazines, the partnership
with franchisee business and etc. also get included in strategic decisions. All these kind
of decisions helps in growing the Costa Coffee UK better.
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1.2 Examine the information and knowledge that Costa Coffee UK has to consider
in making strategic and effective decisions.
In order to make the effective and strategic decision, it is very important to acquire all
the information from various factors which might be able to affect the strategies. Some
of those are discussed below-
 Customer’s feeling- In order to grow business efficiently, it is very important to
understand the needs and requirements of the customers so that their demands can get
fulfilled efficiently. The quality requirement or expectations should be perfectly applied in
decision making to run the business successfully.
 Competitors- According to Rowley, et. al., (2017), most of the businesses leads
with their own products and strategies. The competitors try to build their business more
successfully by knowing the strategies of others business. For standing in the
competitive market with efficiency it is important to be updated with the products and
strategies of the challengers. Including all these strategies into the decision making can
help the Costa Coffee UK to grow faster (Rowley, et. al., 2017)
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