Managing Communications, Knowledge and Information

This study material focuses on managing communications, knowledge, and information in a business organization. It discusses the range of decisions to be taken at different levels, the information and knowledge required for decision making, and the assessment of internal and external sources of information. It also provides recommendations for improvement and strategies for developing business relationships. The material is based on AP food company's plan to start their business in Germany.

Managing Communications,
Knowledge and Information

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK 1 ........................................................................................................................................3
1.1 Discuss the range of decisions to be taken.......................................................................3
1.2 The information and knowledge required to make the decisions.....................................4
1.3 Assess internal and external sources of information and understanding..........................5
1.4 Recommendations for improvement................................................................................5
TASK 2 ...........................................................................................................................................6
2.1 Identify stakeholders for a decision-making process.......................................................6
2.2 Make contact with those identified and develop business relationships..........................7
2.3 Involve those identified in the decision making as appropriate.......................................7
2.4 Design strategies for improvement...................................................................................8
TASK 3 ..........................................................................................................................................9
3.1 Report on existing processes of communication in an organisation................................9
3.2 Design ways to improve appropriateness.........................................................................9
3.3 Implement improvements to ensure greater integration of systems...............................11
3.4 Create a plan to improve own communication skills.....................................................12
TASK 4..........................................................................................................................................12
4.1 Existing approaches to the collection, formatting, storage.............................................12
4.2 Changes to improve the collection, formatting, storage.................................................13
4.3 Implement a strategy to improve access to systems.......................................................13
CONCLUSION..............................................................................................................................14
REFERENCES ............................................................................................................................15

INTRODUCTION
Every business organization have different departments so communication should be
their between the members of the different functional units. If this get improved then all
employees will be able to achieve their goals. Knowledge and information should be managed in
an efficient manner so that the workers can offer quality services to their customers. Through
these, companies will be able to make the effective decisions with the proper planning. An
effective communication is based on the employees and for this they have to identify the needs
and expectations of each other. The present report is based on AP food company and they are
going to start their business in Germany (Yates and Paquette, 2011). The firm open their shop in
the country so that they can offer high quality products to the people. The below mentioned
report is based on managing the communication, information and knowledge which explains the
need of these in the enterprise. Along with this, it explains the stakeholders who may influence
the decision making of the firm. Further, a communication process is developed in order to
improve the system so that information and knowledge can be secured.
TASK 1
1.1 Discuss the range of decisions to be taken
Decisions are an important part of the planning. Many business organization have to
make these decisions so that they can get success in the market in future. These are made at three
levels in the firm such as strategic, tactical and operational level. Information and knowledge at
these levels are different. Manager acquire these on the basis of their need and demand (Borghoff
and Pareschi, 2013).
Strategic level: Board of directors and executives make the decisions at this level and
communicate to the manager. Here, they made some important decisions for the firm such as
financial and investment. These all are long term so objectives and policies are set by the top
management so that overall performance can be improved. For example, here in this case they
made decisions regarding to the location that where they have to offer their services.
Tactical level: At this level, decisions are implemented that are made by the top level
management. Managers of different departments play their roles in the firm so that objectives
can be accomplished (López-Nicolás and Meroño-Cerdán, 2011). These people communicate the
decisions to the employees so that they can perform well.

Operational level: All employees are performing their tasks in the firm that are allotted
by the manager. Workers can make their set their targets in order to perform the tasks and they
are responsible to offer quality services to their customers. The decisions that are taken by the
staff members are to support the decisions of the manager.
(Levels of a business organization, 2017)
1.2 The information and knowledge required to make the decisions
When an organization made any plan or decisions then information and knowledge are
required so that they can get success in the market. Information is depend upon the needs of the
firm and this varies in the different levels (Smith, Dinev and Xu 2011). Strategic level requires
high level of information such as financial and market so that they can set the targets according
to the need. The next level is tactical where manager requires information such as the needs of
customers and employees so that their satisfaction level can be increased. Along with this, they
should have knowledge about the customers. The last level is operational level where all
employees prepared the report of the daily tasks that they performed in the firm and these
information is used by the middle managers. On the other hand, correct decisions are based on
the knowledge of the manager. Whenever they made decisions then they should know how a new
system can be developed, who will use this system and what is going to be delivered by this
system (Bélanger and Crossler, 2011). The shop can use some systems such as information
management, transaction processing in order to make an effective decisions.
In the management information system, all informations are given about the employees
so that top management can use this and on the basis of this they can make their decisions. In the
Illustration 1: Levels of a business organization, 2017

another system that is transaction processing system the manager will be able to get the
information about their transactions.
1.3 Assess internal and external sources of information and understanding
AP food company can gather the information from the internal and external sources so
that they can develop their new business plan in Germany. Internal source of information is
easily available in the firm (Laudon, Laudon and Brabston, 2011). Along with this, the
organization have to identify the data from their records and they have to find out the relevant
information so that an effective decision can be made. Some of these sources are balance sheet,
sales report, financial data and so on. On the basis of these, the food company can open their new
shop in the country with proper planning. Further the entity can conduct a SWOT analysis and
through this they will be able to identify their strength, weaknesses, opportunities and threats.
They can sustain their competitive advantage in the market by using the strength and
opportunities. Along with this, they have to reduce their weaknesses and threats so that overall
performance can be improved.
The food company can gather the external information from the sources such as market
research, pestle model and porter five force model (Von Krogh, 2012). On the basis of the
market research, AP food company will be able to identify their market share and through pestle
analysis they will be able to identify the factors that may influence the performance of the
enterprise. Through this, the entity will be able to identify the need of their customers. So,
through this the firm can build their plan.
1.4 Recommendations for improvement
The business organization can improve their information system and build a plan so that
they can get success in Germany. They can use information audit in order to identify the gap in
information. Through this, AP food company will be able to examine that what kind of
information is needed for building an effective decision making. Along with this, they can also
use the knowledge audit in order to identify the valuable sources that the firm have and who are
the key players who perform their operations (Chai, Das and Rao, 2011).
AP food company will get benefits from the information system as it is the combination
of information technology and people of the firm. The firm can make some software by using the
concept of IT so that overall information can be stored at safe place and no unauthorised user
will be able to access the data of the company. Along with this, they can also take the ideas the

ideas from their workers so that an effective decision can be made. Through this, level of
satisfaction can be increased among all the staff members and they will perform well in order to
achieve objectives.
The Information system that is used by the organization in their environment so that
decisions can be made in an efficient manner (Cheung and Thadani, 2012). Through this system,
the firm will be able to improve their profits. The manager of AP food company can use the
questionnaire technique in order to identify the need of the non existing customers and through
this time and cost both can be saved.
TASK 2
2.1 Identify stakeholders for a decision-making process
Stakeholder are the person, organization who have some interest in the business. These
people can affect the operations and activities that are going to be performed by the business.
Along with this, they also get affected from their operations. There are some internal and
external stakeholders that may influence the performance of AP food company. Some of these
are employees, directors, managers, executives and on the other hand external stakeholders are
customers, competitors, suppliers, government, investors etc.
These people also play an important role in the decision making process and the
organization have to make their decisions on the basis of their stakeholders. In this, AP food
company can conduct a survey in the industry in order to identify the views and ideas of different
employees (Yang and Maxwell, 2011). Through this, the food industry will be able to make an
effective decision and overall objectives can also be achieved in an efficient manner. On the
other hand, they can use the research in order to identify the need of the customers and currents
trends in the market. The industry will be able to fulfil the demand of their service users so that
overall performance can be improved.
Government is an another stakeholder of the business organization who may influence
their operations. AP food company have to follow the legislative laws that are made by the state
government of Germany (Lindner and Wald, 2011). The firm have to make the decisions on the
basis of these policies so that smooth functioning can be ensured. Along with this, the enterprise
have to focus on the strategies of their competitors so that they can sustain their competitive
advantage in the country.

2.2 Make contact with those identified and develop business relationships
Every business organization have to focus on their relationship with the stakeholders so
that they help the firm in increasing their market share. This should include skills, knowledge
and experience within the manager so that overall performance can be improved. In order to
improve relationship, AP food company have to focus on their corporate social responsibilities
so that relationship can be developed and they will be able to perform their operations for the
citizens of the country. For example, the food industry offer their services in Germany and
through this they will be able to build their relationship with the other companies who are
performing their operations in Germany (Seuring and Gold, 2013).
The business organization can use many strategies and campaigns so that overall business
relationship can be improved in an efficient manner. Along with this, they can make their
decisions on the basis of the customers need. Some of these strategies are:
 The enterprise have to focus on the quality of the products rather than the quantity.
Through this, the firm will be able to create a relationship with their customers. Along
with this, offer them some rewards so that they can feel satisfied their services.
 AP food company can build a two way communication channel where they will be able
to know about the reviews of their consumers. Through this, they will be able to get more
profits.
 The food industry can launch a multicultural program in the market so that they will be
able to attract number of people from the Germany. For example, in their website the
firm can add feature where local people can talk to the customer service in their own
language. Through this, they can attract ethnic people towards their services.
2.3 Involve those identified in the decision making as appropriate
The food industry can involve their internal and external stakeholders in the decision
making process in order to make the make decisions. This kind of process can lead the enterprise
towards success and they will be able to improve their growth in Germany. Through this, AP
food company can make effective decisions so that specified objectives can be achieved.
The enterprise should make their decisions on the basis of the legislative policies that are
made by the government of the Germany (Vargo, 2011). Through this, the firm will be able to
ensure their smooth functioning in the business environment.

Customers are the one for whom the firm perform their operations in order to get more
profits. So, organization should offer products as per the need of the people so that they can
improve their growth in the market (Importance of Communication in an Organization. 2017).
For this, the manager of AP food company has to focus on the demand, taste, preference and
interest of the customers. The manager will be able to identify these on the basis of the market
research. Along with this, the entity should involve their employees in the decision making
process.
Another stakeholder is competitor who are the rivals of AP food company. If the firm
wants to sustain its competitive advantage in the market then for this they should know about the
strategies that are followed by their rivals (Ditlev‐Simonsen and Midttun, 2011). Further, the
food industry should enter with the effective pricing strategies and promotional activities so that
they can gain market share.
2.4 Design strategies for improvement
AP food company can use different approaches in order to improve their services so that
they will be able to get excellent outcomes in the future. Through these strategies, the firm will
be able to improve their relationship with their stakeholders and can attract number of customers
towards their services from all over the world. They can use the concept of internet and offer
their products through their online store so that consumer satisfaction can be increased (García,
Gómez and Molina, 2012).
If AP food company will start selling their products and services through their e-
commerce website. There are some advantages that are attached with this methods are that
through this time can be saved and cost can also get reduced in an efficient manner. Along with
this, people from many other countries can order for the products. Further, the entity will be able
to use the social networking sites in order to attract stakeholders. Some of these sites are
Facebook, twitter and so on. The firm can provide an option on their website so that they will be
able to get the reviews of the services users and other stakeholders. Through this they can
improve their performance and achieve all the objectives.

TASK 3
3.1 Report on existing processes of communication in an organisation
The communication process that is followed within AP food company is at three levels
such as strategic, tactical and operational (Managing communications effectively and efficiently.
2017). Top management such as directors and executives make important decision for the
organization. After that in meeting these executives communicate to the managers so that they
can lead the employees. In this manner they communicate in the organisation so that overall
effectiveness can be improved.
AP food company can use some communication processes such as newspaper, internet,
website, public notice board and so on. Through these, the enterprise will be able to improve
their relationship with the stakeholders so that overall objectives can be accomplished in an
effective manner. The firm can improve its communication process by removing all the barriers
that may influence the performance of the enterprise. There are some internal barriers such as
misunderstanding among all employees, conflicts among all employees. In order to remove these
conflicts the manager has to provide the tasks to the workers in a team so that trust can be build
and problems can be resolved.
3.2 Design ways to improve appropriateness
In AP food industry the managers can use different process of communication which help
the company to communicate in effective manner with customers (Ackermann and Eden, 2011).
The many new technologies can be used by the company which can improve their
communication in the organisation. These are as follows:
Horizontal process – This communication process flows in straight line that message are
send from sender to receiver. Generally it works in a horizontal communication process. It can
be also said as one way process of communication. This communication helps in the organisation
because the managers can directly send information to the employees in effective way.

Image 1: Horizontal Communication Process
(Horizontal communication process, 2016)
Circular process – Circular communication process, in this all the information are
passes in circulated way. The managers of AP food company can circulate their information to
employees easily. This process is also know as on going communication process.
(Circular communication process, 2016)
Two way process – In this communication process senders uses two way communication
system. The managers can uses a intermediary channels to send the message to receivers. The
receivers can give response in form of feedback to senders. In this communication process the
mangers expects that the employees or staff are giving the proper feedbacks. This
communication process is effective process in the organisation (Lovejoy, Waters and Saxton,
2012).
Imag
e2 1: Circular communication process

(Two way communication process, 2016)
3.3 Implement improvements to ensure greater integration of systems
In AP food company which belong in Germany country, the managers can integrate their
communication process in many ways. The one way is the mangers can appoint coordinators to
transfer the information to employees and staff. In the company the communication is important
and coordinator would ensures that communication are sent to the right person. There is also
another way to integrate the information through the unified communication system. In this the
information which are passes to employees are connected with one system. This communication
system can integrate the information into one area. In this communication process customers
requires urgent feedbacks response (Dua, 2013).
The communication process should be implemented properly into one process so that the
employees can communicate properly. AP food company in dynamic environment so it is
important to communicate with all the managers, staff and employees through effective
communication process. So that it can improve the communication of all members in the
company. In the company there are many employees who belongs from different cultures,
languages so the managers can establish the global information system effectively in the
organisation. Through this the managers can monitor and control all the issues which are facing
by the employees to do communication with others. This process would be more effective for the
employees if they are using the smart phones in communication system. If the managers,
employees and even suppliers are not connected with the computer to communicate with others
then these devices can bring directly information to their smartphones and they response quickly
if it is required.
Image3 1: Two way process

3.4 Create a plan to improve own communication skills
To improve my communication skills in the organisation my personal improvement plan
will include many skills and I will look upon the how to write a mail which ensuring me to
identify the correct stoke holds which clearly defines the issues in the context of the mail. I
strongly believe that every individual has essential knowledge which are valuable for the
organisation and I m willing to share my experience with others. There are some key objectives
to identify the my weak communication area in the organisation. The formal communication plan
will allow me to maintain my strengths and weakness in front of the crowds which consists my
actions (Dahmoune and Johnston, 2011). The improvements of communication skills can be
done through phone conversation also which ensures me to made by notes properly. For the
improvement in my communication skills, I will make some checklist to overcome with my
problems. These checklist are establish purpose of communication skills, identify the
developments needs which I have to consider and not. After this I will identify the learning
opportunities which help me to formulate the plan. Further, I will record my outcomes and
evaluate the review that where I have to need more improvement. In organisation, the managers
are also helping to improve the communication skills by conducting the activities which are
related with the communication process. This gives me a confident to communicate in crowd
areas and in front of my high level of management people.
TASK 4
4.1 Existing approaches to the collection, formatting, storage
The existing approaches to collect, formatting and storage of information that can
increase the knowledge of the employees in the organisation. The information which are
collected by the managers is based on facts and this has more value. It will be more beneficial for
AP to beat in the competitive market (Liu, Austin and Jin, 2011). There are many competitors of
this company so AP food company have to collect the facts information. The another method of
gathering the information can be collected through the customers or from complaints also. If the
company wants to get the information about their reputation in the market then they have to
provide the online facilities to customers. So that customers can log on the company websites
and can registers their complaints in regards to organisation services. The managers store the
complaints in specific system so that it can improve the their quality of services and can attract

the customers. While using the lack of knowledge the managers can not gather the information
properly and it will be fear for the loss of customers and employees will also not retain for a long
period of time. Hence, it will give also less important to the organisation in the competitive
market. The kind of knowledge management system will able to collect the soft information
from the customers. The managers can also use executive information system because through
this not only internal data is collected but external data information are collected in the summary
form. This information system help the senior management to set out their strategies in proper
way so that AP food company can achieve their targets on time (Different types of
communication process. 2016).
4.2 Changes to improve the collection, formatting, storage
AP food company can computerized their working system to increase their performance
of existing tasks. Office automation system ensures that doing the work on computer networks is
much easier to keep the information properly. Information and knowledge will become
efficiently fro all the employees. In every organisation the information and knowledge are
strategic resources so the managers does not have to share these information with any others. The
organisation can set their limits and five access to employees of the company by setting up the
firewalls passwords and through smart card controls. The using of firewalls passwords then
unauthorised people can not access the information. It also checks the incoming data packets
which are coming in and will deny the access of the computer system. The managers also can not
give passwords to each member of the company because they can create the access of deny in
computers. If managers think that these documents are very sensitive then they have to put lock
on that access with specific password. If any employee wants to see these documents then they
will require a specific password for the specific documents (Xu, 2011).
On the other side, the managers can to give access to lower level of employees because it
is difficult for them to know about the current trends. Stakeholders are very important for the
making the decision process. The information can also be collected from with in the organisation
and the information can be formatted in easy way to give training to new employees and staff in
all the process of production.
4.3 Implement a strategy to improve access to systems
There are many strategies which can be implement by the managers to improve the
access of information and knowledge in the organisation. The IT department have to upload the

new latest software to keep the information separately. Information Communication Technology
is concerned with the storage or transmission of digital data. The managers can concerned with
the different use to work each other properly. AP food company have to communicate and share
the information with their stakeholders to maximize the profits of the company. The company
have to manage the database information through the use of Information Communication
Technology strategy (Venkitachalam and Busch, 2012). The managers have to access the
information easier in the organisation to achieve the goals. The managers have to access the
organisation chart, this chart should contain a specific details which allow them to directly
contact with the person to improve the strategy of the information system. The sharing of
information and knowledge will encourage the people to share what they want to do. Hence
through this it will also improve the communication skills with in the organisation. In modern
times, it is very important to implement the different strategies so that outsider employees can
not access their important information. However, it will improve the information system at work
place and important informations will flow which are related with the goals and objectives of AP
food company. Through this they can achieve the success in competitive market.
CONCLUSION
From the above mentioned report it has been concluded that communication, knowledge
and information should be managed by the organization so that they can make an effective
decisions. In order to establish any business the firm have to gather the information from the
internal and external sources so that profits can be achieved. Along with this, the enterprise
should involve some stakeholders in the decision making process so that an effective decision
can be made. AP food company can design some of the strategies so that an effective
communication can take place among the company and their stakeholders. Further, some of the
systems can be developed by the food industry so that information can be collected and stored in
database.

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