Table of Contents INTRODUCTION...........................................................................................................................1 TASK 1............................................................................................................................................1 1.1 Decisions to be taken............................................................................................................1 1.2 Information and knowledge needed to ensure effective decision making............................2 1.3 Internal and external sources of information and understanding..........................................2 1.4 Justify recommendation for improvements...........................................................................3 2.1 Stakeholders for a decision making process.........................................................................3 2.2 Contact identified stakeholders to develop business relations..............................................4 2.3 Involve shareholders in decision making..............................................................................4 2.4 Strategies for improvements.................................................................................................5 M1 Strategies to find appropriate solutions................................................................................5 D1 Evaluation of work................................................................................................................6 TASK 2............................................................................................................................................6 3.1 Report on existing processes of communication in an organisation.....................................6 3.2 Design ways to improve appropriateness..............................................................................7 3.3 Implement improvements to ensure greater integration of systems of communication in organisation.................................................................................................................................8 3.4 Create a personal plan to improve own communication skills.............................................8 M2. Select and apply appropriate methods/ techniques..............................................................9 D2 Managing and organising activities.......................................................................................9 4.1 Report on existing approaches to the collection, formatting, storage and dissemination of information and knowledge.........................................................................................................9 4.2 Changes to improve the collection, formatting, storage and dissemination of information and knowledge..........................................................................................................................10 4.3 Implement a strategy to improve access to systems of information and knowledge..........11 M3: Present and communicate appropriate findings.................................................................11 D3 Demonstration of convergent, lateral and creative thinking...............................................11 CONCLUSION..............................................................................................................................12 REFERENCES..............................................................................................................................13
INTRODUCTION Managing communication is a planning, implementing and monitoring of all the channels of communication within the organisation (Akhavan, Jafari and Fathian, 2012). Managing information is the process of keeping information in a proper way so that the investors and stakeholders can easily understand the motive of the organisation. âYummy Foodsâ is a start up in food business. To establish the business it is trying to set new promotion plans, various decisionmakingstrategies,sourcesofinformation,identifyingstakeholders,contactthe identified stakeholders, designing various strategies for improvements. In second part the business is established and it is willing to expand the business. A owner of nearby cafe offered to buy his cafe as he is close to his retirement, it is a good opportunity to expand the business. It requires the proper information to establish a new communication channel. Next step is to make improvements to cover the larger area of the market.Thebusinesshastoreportandimprovethecollection,formatting,storageand dissemination process to set up properly in the market with the new extension. Management communication and information system helps to get the idea of the market and also provide the accurate information to investors and stakeholders to take valuable investment decisions. TASK 1 1.1 Decisions to be taken Decision making is the process of passing judgement on various activities of the organisation. It helps the management to achieve targets on time. There are various types of discussion that a start up has to take. The discussions are discussed as follows: Financial decisions:The main requirement of Yummy Foods is fund. It has to find the ways to collect money and attract investors. Investors focus on the plan and the business execution strategy of the organisation. If the plan is formed well and able impress the investors then they will invest in the business. So Yummy Foods have to make good plans to attract investors. Easy to reach location:Second main decision is related to the location. If Yummy Foods want to attract more customers then the organisation have to choose best location which is easy to reach for the customers. If it is not easy to access for the customers then it will be 1
difficult for the organisation to acquire customers. So it should decide the location wisely (Becerra-Fernandez and Sabherwal, 2014). Promotionaldecisions:Nextdecisionispromotiondecisionmeanstoawarethe customers about the new food shop outlet Yummy Foods. The organisation have to choose best ways to promote its business and it should be in the budget of the organisation. Promotions like advertisements, commercials help the organisation to grow faster. Operational Decisions:These decisions are related to the daily activities of Yummy Foods. These activities helps the management to attain the predetermined goals. Execution of the organisation and proper utilisation of resources are the part of operational decisions. 1.2 Information and knowledge needed to ensure effective decision making Following information help in effective decision making. Market trends:The information which has been collected by Yummy Foods should be according to the market trends. It helps the organisation to for such strategies that are really effective and help to create and maintain a good position in the market. Customer perception:This factor help to modify the food items according to the customers taste. It will leave a positive impact on customers mind and help to expand business faster. This information and knowledge can be collected through survey, the organisation have to plan a research or survey for customers and take feedback from them. It helps to get the idea of their perception (Davison, Ou and Martinsons, 2013). Competitors:A start up like Yummy Foods should have the idea and information of competitor's marketing strategy, that helps the business to make unique decisions regarding promotional activities. 1.3 Internal and external sources of information and understanding Information can be collected through two sources, internal and external. Explained below: Internal sources:These sources help to collect information from employees, company database and internal documents of Yummy Foods. Employees are the primary source of information they are in the practical field, they deal with the customers face to face. Marketing and sales team of the business collect data for sales promotions and customer perception, that helps to promote and modify food items.Documents of organisation can show the research result that can provide information to the management. Organisation's data can also provide 2
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valuable information to the management of Yummy Foods which helps to increase its sales and profits in future. (Galliers and Leidner, 2014). External sources:It consist both primary and secondary data that includes customer feedback, perception, market demand etc. it helps to scan the market and get the knowledge of competitors. Market analysis, social media and various websites are also parts of external sources that helps to get market knowledge which includes financial institutes for funding and government that provide correct information related to tax liabilities and business transaction. These sources helps in successful running of the business (Holsapple, 2013). 1.4 Justify recommendation for improvements Yummy Foods should use proper method for customer analysis, in which it can get all the information regarding to customers their demand, their expectations, their perceptions and other factors so that it will help to provide such products that customers are willing to buy. Company should conduct research in which it can plan surveys to gather knowledge of customer perception that will help the business to serve food according to their demand. Data can be collected face to face as well as online survey. Online survey can be conducted with the help of various websites. Theorganisationshouldusemodernbusinesstoolslikedatamininganddata warehousing it will help in collecting and managing customers feedback. It should use various methods to determine customers needs. The organisation should improve the communication channel of the organisation to improve the sales (Hu and et. al., 2012). 2.1 Stakeholders for a decision making process ThedecisionmakingprocessofYummyFoodsshouldinvolvethenumberof stakeholders so that proper information and perceptive can be achieved to carry on in market or to raise the business operation. Government:The rules and regulations in UK for business operations and customers relations also affect the decision making of Yummy Foods. General policies for particular product and marketing along with processing and control to enterprise leave impact on the decision making within the organisation. Shareholders:The contribution of shareholders for investment and new venture of Yummy Foods is necessary to meet their expectations and needs with product from the organisation. Shareholders approval is necessary for the businessin strategic decision making which affect business's future sales and profits. 3
Employees:The goals of Yummy Foods can be attained with the help employees. So the managers need to select best employees to work with the organisation and to help in the development of the organisation. Employees are the part of operations so their opinion helps to make right decision related to operational activities. Customers:The market for the business must be analysed for target customers because it is the best way to promote business of Yummy Foods. Customers help to promote the business with their good experience of the products. Customers provide feedback about the food that will help to make appropriate decision about the quality of food. (Jones and Sallis, 2013). 2.2 Contact identified stakeholders to develop business relations It is very important for every start up to make new business contacts and good relations with stakeholders. There are two methods to contact stakeholders, mails and websites. These two methods are the best and professional ways to contact stakeholders because it helps to create good relations with stakeholders. As Yummy Food is also a start up so it is required to make good contacts and relations. The two ways to contact stakeholders are explained below: Mails:It is a modern way to invite effective stakeholders personally. It is more effective way as compare to old post mail system. It will help Yummy Foods to target specific stakeholders. It is cost effective way to reach end number of stakeholder with no time. Sending emails is a good choice to get attention of stakeholders. Website:Yummy Foods can target the identified stakeholders through websites. It is an official way to reach them. It is a good source to enhance personal communications and build good relations with stakeholders. It is also impressive to deal with each stakeholder to improve the customer relations. 2.3 Involve shareholders in decision making Yummy foods can involve the stakeholders in decision making process with the help of following plan: Formalandinformalmode:Themanagersofyummyfoodscancontactthe stakeholders such as shareholders in a formal way to involve them in decision making process. Theformalwaytocontactthemisthroughemail.Managementcansendemailtothe shareholders and get their help in decision making. The informal way of contact can be used with the customer. The managers can hire employees to interact with the employees face to face and collect their valuable feedback that will help in decision making. 4
Direct and via media:The management can contact directly to the stakeholders with the help of direct interaction that will help to make right decision with the help of accurate data. Mails and websites are the media which can involve investors, government and shareholders in decision making. Trust and confidentiality:Management can build trust of stakeholders by providing them accurate information of the business. If they trust the managers then they can help to form such strategies for the business that will help to build positive market image. 2.4 Strategies for improvements Yummy Foods can use more interesting ways to attract customers and other stakeholders to promote the business. It can use digital marketing on internet to attain the target customer and market, because it is an effective tool to direct reach to the customers with the particular age group. It can advertise by posting videos on social media, commercials and audio on FM and radio. It can use a particular software to record the customer data that will help to acquire more customers. It can also attract the customers by providing them discounts, various offers and many other gifts for the maximum purchase (Khodakarami and Chan, 2014). Yummy Foods can also conduct quiz contest and give chance to win various gift item to the customers. It can use updated computers that will be easy to handle for the employees. It can also use an application that will automatically collect the data of those customers who visited to their website. All the collected data will help to form good strategies to build a positive market image and acquire more and more customers to expand the business. M1 Strategies to find appropriate solutions The management of Yummy Foods is concerned with the promotional activities and various activities in and out of the organisation. It is very important to create own market image of the organisation. The management can build good relations with the stakeholdersby contacting them through emails and websites. There are various online and offline tools to contact stakeholders such as feed back forms, face to face interaction, customers thoughts, video conferencing etc. These tools help to gather customer data and will improve the decision making process with the involvement of various stakeholders. Customers feedback will help to improve and enhance the decision making process with higher involvement. 5
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D1 Evaluation of work Identified stakeholders will help to improve the decision making process of Yummy Foods. The managers can contact the stakeholders through various media to involve them in the decision making process. The information collected through internal and external resources will help to implement good policies. Customers can also be involved in decision making process by providing their valuable feedback and thoughts regarding to the products. The managers can make good relation with customers by providing best quality products and services with various benefits like discounts, gift vouchers etc. It can involve shareholders and employees in decision making by collecting their ideas and thoughts. TASK 2 3.1 Report on existing processes of communication in an organisation The company is dealing in online business of goods and services and it is organized in vertical manner of control, communication and decision making in all the levels of organisation so that they work efficiently to achieve goals. The owner is willing to buy nearby business of an established cafe. As the business is well established so it does not require the promotions, so the owner considers to apply the communication channel of his existing business. There are different techniques of communication which are used by our existing organisation (López-Nicolås, and Meroño-Cerdån, 2011). They are: Internet:It is the most effectively way of communication for existing organisation because it an online business. The internet is broadly being used by the company as a communication channel for both inside and outside stakeholders of the business. E-mail:Electronic mailing system is used for exchanging information to both internal and external stakeholders.Company using email techniques for communicating with their customers to grow the business. Face to face:Organisation may communicate face to face with the stakeholders and discuss about the problems if occurs in existing business.So that it does not affect the business's performance. Telephone:It is a two-way communication where a telephonic call to customers is another way of communication.Online business of goods and services using this technique for receiving customers order and responding for their queries. 6
Advertising:It is an another tool of mass communication where organisation's online business can address any information and issue regarding goods and services offered by them in large segment to the stakeholders. Meeting and conferences:Organisation should conduct meetings and conferences frequently for providing updated information to its stakeholders. So that they satisfied with organisation working. Notice and Memos:It is a written document which is provided by business to both internal and external stakeholders as an evidence for the information regarding their online goods and services (Mulhern, 2013). Team briefings:It is a legal document mostly used for internal stakeholders. Company using this technique for their internal stakeholders of the business so that they deliver information, ask questions and collect feedback from them. Justification-Company is presently dealing in online business for goods and services and wants to expand in future. If company takeover the business of cafe which was offered by neighbouring businessman as he is about to retire then company can expand his business by buying it and apply above tools of communication for effectively running as cafe business is already well established. 3.2 Design ways to improve appropriateness No ways of communication is complete in itself and are need to be effective in responding the customers with desired outcomes. The queries and complaints of stakeholders must be considered properly by communicating with them and explaining the benefits of future return as now company is dealing in both the businesses and company made a statement to respond them. The are several disadvantages linked with processes of communication which are explained above. These are: E-mail is an instant method of communication but sometimes it doesn't reach because of server error and its major drawback is that at a time only one side can express their views and it takes time for completing the entire process. Telephone is a fastest method of communication where both persons can share their views and come to a discussion for their views but the conclusion is not documented and if a person wants to refer against conclusion but no reference can be obtained because it is not a face to face communication. 7
Advertising is an appropriate method where online business addressing a large size audience for its goods and services but it is time consuming process and later measuring the response of the stakeholders is also a challenging task. Notices and Memos are written documents of information but it only provides one side information of its stakeholders (Pearlson, Saunders and Galletta, 2016). 3.3 Implement improvements to ensure greater integration of systems of communication in organisation Organisation needs to introduce an intranet and common LAN facility in both the businesses for improvement to greater integration and successful passing of communication system from one department to another and communication follows within the organisation. This helps business in communicating freely and securely with the employees as only they can access organisation information and Existing on-line business of goods and services is using local media channels and social networking websites for offering product details and pricing to people. Web forums are effectively enhancing communication between local community and employees of organisation. Local people and employees can also contact to each other with distribution centres along with online web forums which increases their sales in future. The cafe business which organisation takeover is using more face to face communication in their business which decreases the chances of miscommunication. Organisation should have addressed employeeâs grievance and complains through common channel so that they track considering according to priority (Intranet, 2017). 3.4 Create a personal plan to improve own communication skills In order to raise present capacities, it is important to ensure continuous development. In order to develop the communication skills following plan is developed: Communication SkillsTimeSources Awarenessandadjustment skill 4 monthsSelf-awarenessismost importanceforleaderto enhance communication skills. They should adjust according tothechangesinbusiness environmentandits 8
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surroundings. Listening skill2 monthscommunication should be clear and to the point which leader can understand and reply in the samewayasstakeholders want. Relationship building skills3 monthsLeader can improve this skill by becoming a part of various meetingsandgroup communicationswith organisation's stakeholders. By following the above skills an individual can develop the level of communication. M2. Select and apply appropriate methods/ techniques Company select and apply internet and advertisement as an appropriate methods of communication for running its online business of goods and services. It is the biggest benefit for online business. This business is fully depending on internet because it takes order online and sell goods and services online. Advertisement helps in business expansion and it benefits includes attracting new customers. It also helps in selling more goods and services to existing customers which leads to increase in profitability. Face to face and telephonic are suitable methods of communication which helps in cafe business so that manager coordinate with customers and take their feedback. D2 Managing and organising activities Organisation have to implement the intranet and LAN system for the employees to easy access the information of the business. This will help the management to communicate easily and securely with the employees. The cafe which is going to be acquired by the organisation is using face to face communication and feed back forms that decreases the possibility of miscommunication.Themanagersoftheorganisationalsohavetoimprovetheirown communication skills because with the expansion of the business they have to interact with more people and the image of the organisation is depend upon the managers. 9
4.1 Report on existing approaches to the collection, formatting, storage and dissemination of information and knowledge Company using customer reports and enquiries on goods and services for collecting the information for business purpose. It also uses structured and non structured approaches for data collection about goods and services offered and maintain customer relations in cafe business also. Normally information is stored in formatting. The uniform formatting is used for making information and knowledge acceptable into different databases applications for both business. The information is formatted by customer review and their perception (Rowley and Hartley, 2017). The data is collected from various sources that is used to identify customers perception, demand and their satisfaction level. The data is measured on various parameters of its worthiness and reliability. The data is stored to analyse the capability of the both businesses. The data is usedbythepromotiondepartmenttodeterminecustomersthoughtstoestablishproper promotional strategies for online and cafe business. It has designed a website for customers to meet and leave their feedback for the services rendered. As it is an online business it can promote its business with no cost and it will also improve its profitability as well as image in the market. It uses a software that can automatically collect data of those customers who went through its website. 4.2 Changes to improve the collection, formatting, storage and dissemination of information and knowledge The system of collection, formatting, storage and dissemination can be improved but the management have to focus on cost incurred in businesses and should improve it in cost effective manner. It should adopt a new and upgraded software for the process of data collection. It will provide opportunity to the business to improve data collection process and to accurately record the data in the system. There are various methods which can be adopted by the company for collection of the information and knowledge such as installation of upgraded and fast computers that can increase speed of operations which helps in taking orders frequently. Knowledge management system is also a good source to adopt that insures proper collection and storage of the data. It helps the employees to direct access the information, formats and documents so that they can use it in their work and run business quickly (Suppiah and Singh Sandhu, 2011). 10
It should plan surveys to resolve customers query and to detect the fault in the service. Survey give the opportunity to interact with the customers face to face so it will also provide the accurate data and helpful while formulating strategy. It also helps in attracting customers towards their goods and services offered. Focused groups method should be adopted because it helps to gather various kind of information from the respondents that will help the managers to make appropriate judgements. 4.3 Implement a strategy to improve access to systems of information and knowledge The systems of information and knowledge in expanded businesses i.e. online selling of goods and services, cafe are implementing strategies so that employees or people in the businesses can understand that how new systems works and how much they are effective to them as well as business. It is necessary that workers get simple access of information which brings effectiveness, improvements and coordination in the knowledge of workers and it will ultimately reflect on employees working. Managers of business should support employees for this updated systems by arranging training programmes for employees so that they perfectly use the new systems. The senior manager of business should ensure that their objectives of supplying goods and services are met on time and get feedback for making improvements if necessary. Company can also hire an external authority who guide them to have better marketing plansand strategies which increases their sales and also help businessin gathering the information. The systems are designed in such a user friendly manner so employees use this system for properly execution of business operations so that it helps in future growth (Yang and Maxwell, 2011). M3: Present and communicate appropriate findings Communicationconceptsincludestransmissionofverbalandnonverbal communications. Presently company using verbal communication for running it's business smoothly. Face to face, email, telephonic, notes and memos etc. are verbal communication business follows. Company finds that these methods are appropriate but some of them are time consuming i.e. only one sided communication at a time and some are quickly responding but are not documented. For example, receiving telephonic orders have no proof customer can also deny when order is placed. 11
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D3 Demonstration of convergent, lateral and creative thinking The organisation uses various data collection methods for its online business and as it is willing to expand the business, so it has to modify the communication process and improve system to store data. Updated and fast computers are very helpful in collecting data accurately as well as operations of business. It can also modify the system by conducting research programs in which it can conduct surveys for customers. In survey, customers can resolve their queries and the company can collect their feedbacks and thoughts face to face. Hiring experienced authority will also help to get new marketing and promotional ideas. CONCLUSION The above report consists of two tasks with different scenarios. In first task of this project a new business âYummy Foodsâ is establishing and company introduced promotional plans, identifystakeholders,severaldecisionmakingstrategiesanddesignthosestrategiesfor improvements. In second part, there was a established business and company wants to expand for that they considered the offer of buying nearby cafe for its expansion by communicating with stakeholders. This report present various methods of communication and its improvements, integration of systems, improvements in communication skills of leader. It also includes various approaches of collection, formatting, storage and dissemination of information and knowledge in business, its improvement and implementing strategies for improvement which helps in decision making for enhancing the business operation and future growth. 12
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