Documentation Analysis and Improvement for Cummins Services

This report examines the documentation practices at Cummins Communication Services, focusing on the memorandum to Mr. Peter Kingston. The report highlights issues with current documentation, such as inconsistencies and lack of clarity, which have led to customer confusion and potential business losses. It suggests improvements, including the need for dedicated documentation officers and clear, concise language in all documents. The report emphasizes the importance of effective documentation for business development and customer satisfaction, providing a roadmap for improving internal processes and customer interactions. It stresses the need for well-maintained documents to avoid confusion and ensure the smooth processing of business transactions.

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“MEMORANDUM OF EFFECTIVE
DOCUMENTATION”
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MEMORANDUM
TO: MR. PETER KINGSTON, GENERAL MANAGER, CUMMINS COMMUNICATION SERVICES PVT. LTD.
FROM: MS. SHARON BLANDFORD, TECHNICAL COMMUNICATION CONSULTANT
CC: MR. STEPHEN JACKSON, TECHNICAL COMMUNICATION CONSULTANT
DATE: 11TH NOVEMBER, 2017
SUBJECT: EFFECTIVE DOCUMENTATION
The Cummins Communication Services Pvt. Ltd. has passed its third anniversary in last month and for
that a heartiest congratulations to you and also all our staff members. The reason of writing of this
memorandum is very simple and straight forward. Although, the company has come across some
valuable years, it is still showing some lack in its business process. The company is facing several issues
at their client’s end which may create some loss without doing any progress.
Yesterday, there were two documents which were needed to be transferred to the clients for processing
the business from company’s end. One of them was well documented with several designs and it was
attractive enough. The other was not as per the business requirements. There were so many confusing
sentences that created much confusion from customer’s end. The document was so inconsistent that
customer was not ready to take the order from company’s end. These types of issues were happened in
past several times.
Therefore, it is requested that for sake of business, company has required some well maintaining
documentation officers who will take care of every documentation work with utmost consideration.
Moreover, those documents should be mitigated all the needs of customers so that there would not be
any confusion at the delivery time.
The language of every document will be of simple and constructive sentence making.
Hope, company will take this as high importance for its overall development.
My sincere congratulations to you!
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