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Unit 16: Managing Communication, Knowledge and Information Assignment

   

Added on  2021-06-30

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London School of Scienceand TechnologyPearson BTEC Level 5 HNDDiploma in Business Unit 16: Managing Communication,Knowledge and InformationAssignment Title: Managing Communication,Knowledge and Information Assessor Name: Dr. Sharmaine AnanthanInternal Verifier:Mohammad HaiderIssued on:19th Feb 2018Submitted on:08th June 2018MCKIStudent Name: Abdul MuminStudent ID: H1605234Campus: Alperton/Luton/Birmingham (delete as appropriate)Pearson Registration Number: Signature & Date:

Introduction The report is about the managing good communication in an organization. In today’sbusiness the knowledge, information and communication is most important for eachorganization. The report will help Costa Coffee in decision making and alsounderstand what types of structure is effective. Costa Coffee is the second largestcoffee shop around the world. Effective communication channel helps organization inbuilding better relationship with their stakeholders (Terry, 2008).1

LO1 Understand how to assess information and knowledgeneeds 8th April, 2018To,The General Manager,Costa Coffee, UKSubject: Decision by Senior Management Team Costa CoffeeDear,1.1 Decisions to be taken by the top management of Costa CoffeeUK to devise the market development planLevel of managementEvery organization has three levels of manger. Manger is the person who performthe most important work and control & make strategy for the organization. Threemajor types of manger are described below:Source:Tracy&.Scott (2006).2

Top levelTop manger make the decision and others are work for acquiring the goal this is setby top level manager. CEO, board of directors are the top levels manager of anorganization (Peter, 1989)Middle levelMiddle level manger work according to the order top level manager and they order tothe lower level manger. They work to acquire the plan that is fixed by top levelmanger (Connors & Rom, 1991)Lower level:Organizations staff, peion, section officer are the lower level manger. There are nodirect communication with lower level and top level manager they interact withmiddle level manger (Connors & Rom,1991)Levels of management Examples Top levelMaking strategy and policyMiddle levelHow acquire the strategy at lower costLower levelOperate and maintenance the workDecision Range of Different ManagementSource: Peter, 19893

Strategic levelIn strategic level decision manager decide the strategy or goal of the organization.Most of the time strategic level decision are for long time and also future oriented.Organization runs depend on strategic level decision (Floyd & Wooldridge, 1997).Tactical levelTactical level management, manager find the best possible way to obtain the goal.Costa Coffee can train their manger to tactical in acquiring goal (Floyd & Wooldridge,1997).Operational levelOperational level management try to implement the goal that is already taken by toplevel manger in short way. Most of the work of operational level manger are dailymaintenance (Tracy, 2006).AC 1.2 Examine the information and knowledge that Costa CoffeeUK has to consider in making strategic and effective decisionsDIKW model shows how information of an organization is flow. DIKW means data,information, knowledge and wisdom. Data is collected than transfer it into informationwhen the information is provide people that become knowledge and wisdom.UK business lawUK government enforce some rules to protect their business. Costa coffee musthave follow the rules and regulation such as license and invoice.Selection & recruitmentOrganization recruit their employee by giving advertising in online. After recruitingthey responded apply and follow others instructions. Costa Coffee recruit best skilfulemployee for their organization.Personal development4

Personal development by which Costa Coffee enhance the quality of their employee.They improve their personal development through seminar, training etc. (Darley,2002).AC 1.3 Assess the present internal and external sources ofinformation that are available for Costa Coffee UK. Costa coffee collect information from both internal and external sources. Bycollecting information they can decision easily about their product.Internal sources of informationWhen organization collect information from inside the organization that is calledinternal sources of information. Major sources of internal information are givenbelow:Sales figure:Each organization collect their sells record in daily or monthlybasis. Costa Coffee collect information from their previous sells.Personal records: personal records can be a great source of informationbecause from personal records Costa Coffee understand the demand of thecustomer.Financial records: Every year government and other organization publish thefinancial records and condition. So, costa Coffee can collect information fromfinancial records (Darley, 2002).External sources of informationWhen information of an organization is collected from outside that is called externalsources. Government’s website: Government publish updated information to helppeople and clarify about the information. Costa Coffee collect information byvisiting government websites (Darley, 2002).Search engine: Search engine like google and yahoo can be the sources ofinformation because most of the information is available here.5

Newspaper: Financial newspaper publish economic condition, GDP, percapital income and other related issues. So, Costa Coffee can collectinformation from newspaper.AC 1.4 Based on your analysis, present and justify yourrecommendations to Costa Coffee UK to increase their current andpotential customers.Though Costa Coffee is the second largest coffee shop around the world, they hassome recommendation that help them to get competitive advantages.New technology: Costa Coffee can adapted technology in most of theirsectors. They can use technology in home delivery product and used inpromotional activities.Training & motivation program: By efficient training Costa Coffee canminimize their production cost and increase the production level.Performance Related Rewards: They can give reward for their performance.They also rewards the specific customer who drink coffee in daily basis.LO2: Be able to create strategies to increase personalnetworking to widen involvement in the decision makingprocessAC 2.1 Identify five stakeholders that are important for Costa Coffeethat you will invite for launchStakeholderStakeholder means the person or people who influenced by the organization andorganization also influence by the stakeholder. Stakeholder can be classified primary& secondary, internal & external stakeholder. Types ofstakeholderExamples Importance in decisionPrimary Shareholder,customer, supplierShareholder invest the capitalCustomer purchase or consumeproduct6

Supplier supply raw materialSecondary Government,agency, trade unionGovernment regulate rules and helpfinanciallyTrade union help in difficultiesInternal CEO, manger,shareholderDecide the goal and strategyManager operate the organizationExternal Government,employee, supplierEnforce rules and policyEmployee work in lieu of salary AC 2.2 Propose appropriate communication channels that are costeffective to be used to invite your identified stakeholders. Organization has to carry good relation with their stakeholder and they can buildgood relation through communication channel.Internal channel:Costa Coffee can communicate with their different stakeholder through differentinternal channel such as meeting, workshop, training and internal email. Thesechannel is cost effective and fruitful.External channel:Costa Coffee can also communicate with their stakeholder by various externalstakeholder such as newspaper, conference and advert etc.Different communication procedure with stakeholders of Costa coffee Costa coffee &CEO+ Board of Directors Costa Coffee can communicate with CEO & board of directors by email, telephonecall, face to face, face book, twitter etc. Email is the best way in communicating withCEO.Costa Coffee to managerCosta Coffee communicate with the manger by email, telephone call and face toface. Email is the effective communication channel in communication with manger.Costa Coffee & customers7

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