HNC/D Business Research Project: Neo Derm Group Case Study Report

This report presents a comprehensive research project focusing on the impact of poor communication from management on customer service levels within Neo Derm Group Limited, a Hong Kong medical beauty chain. The project, conducted as part of a Pearson BTEC HNC/D in Business program, begins with an introduction and a table of contents. Task 1 outlines the research specification, including the formulation of a research outline, identification of contributing factors, and a critical assessment of key references. The report addresses the research aim, objectives, and the importance of communication within an organization. It also examines the relationship between poor communication and customer service, as well as ways to strengthen workplace communication. The project includes cost analysis and references, providing a detailed analysis of communication's role in business operations and customer satisfaction.

Research Project
Assessment

Table of Contents
TITLE: ...........................................................................................................................................................................1
INTRODUCTION..........................................................................................................................................................1
TASK 1 .......................................................................................................................................................................1
1.1 Formulate and record possible research project outline specification.................................................................1
1.2 Factors which mainly contribute the process of research project specification. ................................................3
1.3 Critically assessment all key references..............................................................................................................4
1.4 Research project specifications...........................................................................................................................6
1.5 Appropriate process and plan for research project specifications.......................................................................6
2.1 Match resources efficiently to the research question or hypothesis. .................................................................8
REFERENCES .............................................................................................................................................................10
APPENDIX...................................................................................................................................................................11

TITLE:
“To analyse the influence of poor communication from management to staff has resulted
in poor levels of customer service at organisation. A case study on Neo Derm Group Limited”.
INTRODUCTION
Communication consist to be the most essential aspect for each business enterprise as it is
effective in maintaining the appropriate flow of data and information within the work place. In
an organisation, the major focused area of management is to build an effective communication
channel within the work place as to conducting or implementing all business operations in more
effective manner (Agbi, 2018). An effective communication channel helps the firm in
implementing coordination and collaboration within the work place. Neo Derm Group Limited is
the chosen organization for this particular project. It is the chain of Hong Kong medical beauty
centres that forms Hong Kong’s largest beauty company with over 1000 employees, under the
brand names of Elyze, Reenex, and Dermes. Neo Derm Group Limited is a medical beauty chain
which deals at a large level and the company faces various issue regarding its operations. In this
present investigation work Poor communication from management to staff has resulted in poor
levels of customer service at Neo Derm Group Limited is the chosen topic, thus it is the most
suitable tool for Neo derm Group Limited because the company deals in beauty products and
widely concern over satisfying the needs and wants of customers within commercial center
through implementing good communication base. This report contains the study about the
influence of poor communication on the business goals and objectives. An appropriate research
project helps the researcher is analysing the significant outcome and result as to completion of
the work.
TASK 1
1.1 Formulate and record possible research project outline specification.
A research is considered as a crucial aspect which plays vast role in analysing a specified
area of study in appropriate way. A research is conducted so as to resolve an issue through
appropriate determination of data and information. A proper research work is based on some
predetermined aims and objectives. These statements are effective in providing a significant
direction to the researcher to implement all the research activities in systematic manner. There
are various topics are listed which are associated as below:
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 “The threat of redundancy at Company X has resulted in reduced employee motivation”
 “To analyze the significance of customer satisfaction on the enhancement of
organizational operations.
 To access the importance of employees performance over the satisfaction of customers
within market.
 “Poor communication from management to staff has resulted in poor levels of customer
service at Company Z”.
These all listed aspects are the current issues which are faces by organizations in their
operations and requires to be resolved in respect to smooth functioning of organizational
operations. This is a common issue which is generally faces by organization and concern on
resolving them for better implementation of organizational operations. This study is effective in
exploring the idea and knowledge base of learner in the specified area of study and also provides
a brief analysis to the organizations to operates in proper manner. Customer satisfaction is
recognized as the common issues which is usually faces by organization and has a huge impact
over the operations of firm. However, in today's modern world competition within market is high
and the overall market growth is based on the satisfaction of customers. The choice and
preferences of buyers are changes at regular basis, thus this become hard for the firm to pick the
current change and made modification in their operation. This study is effective for the people
who are interested within the similar area of study. From the analysis of the survey related to the
aspect of communication it has been identified that communication is majorly stands crucial for
the business as the operations of businesses in proper manner are based on the communication
among the organizational different levels, proper communication provides higher satisfaction to
the customers. around 85 percent of employees are based on more than one device to
communicate at work place (Astonishing stats about business communications, 2018). However
proper communication channels are effective for the smooth functioning of organizational
operations.
The research is taken into consideration based on the influence of communication within
the work place. An effective communication needs to be maintained from management to staff
that has resulted in poor levels of customer service at organisation (Anderson, 2012). This
consist to be the major issue in the modern business era. A poor communication can cause
various issues within the firm as it has direct influence on productivity and performance of the
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firm. Research aim is needs to be clear and concise in nature as in this the major issue of the
project is explained and a clear aim helps the investigator in analysing valid and reliable
outcome.
Research Aim
This is the essential piece of research work as the entire activities of research work
depend on the specific issues which is depicted in the research aim. The essential aim of the
project is “To analyse the influence of poor communication from management to staff has
resulted in poor levels of customer service at organisation”. A case study on Neo Derm Group
Limited.
Research Objectives
 To evaluate the importance of communication within an organisation.
 To determine the ways that are effective in strengthening the communication within the
work place.
 To identify the relationship between poor level of communication and customers
services.
 To ascertain the barriers that arise through poor communication within Neo Derm Group
Limited.
1.2 Factors which mainly contribute the process of research project specification.
In this present investigation work Poor communication from management to staff has
resulted in poor levels of customer service at Neo Derm Group Limited is the chosen topic it is
an effective and wide area of research that provides an effective and wide explication in
regarding to the functioning of organization. Among the given issues it is the most suitable topic
on which execution of a project is easy and reliable, Thus the potential reason for choosing the
topic is that this issues is connected with the operations of organization and significantly faces by
Neo Derm Group Limited in their work place. The major motive of the firm is to providing
effective customers services and for this it is required for the firm to address the issue regarding
the communication among management and staffs in respect to providing effective services to
their customers.
The selected study is an effective academic research which provides an in-depth analysis
over selected issue. This study helps the researcher and learner in developing their idea and
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knowledge base in regards to the chosen area of study which helps them in attempting their
future projects in effective manner. Researcher has conducted this study for their personal
interest as it is a wide area in which helps in exploring knowledge the business and helps them in
attaining future benefits in their career related to business.
This study has cost benefit for firm as well as researcher, thus organization will get
potential knowledge in regards to the chosen area of study and find ways to resolve them in
proper manner. This will create benefit for the Neo Derm Group Limited in making effective
communication channel among management and staff in respect to providing effective facilities
to customers, which create profitability for firm. on the other side it create benefits for the
researcher in attaining cost benefits through publishing this study.
Basis Project 1 Project 2 Project 3 Project 4
Internet 300£ 400£ 300£ 200£
Stationary 200£ 300£ 200£ 200£
University
Charges
500£ 600£ 400£ 300£
Resources
Approval
900£ 500£ 700£ 400£
Total Cost 1900£ 1800£ 1600£ 1100£
The major reason for choosing the forth topic which is related to the influence of poor
communication from management to staff has resulted in poor levels of customer service at
organization is that it is has cost benefits thus the incurred cost in this is less as compared with
the other research areas. The estimated cost of conducting investigation over the chosen area of
study is less.
1.3 Critically assessment all key references
The importance of communication within an organisation.
As per the opinion of Elizabeth Smith, 2018, communication can be referred as the most
important element for each business enterprises as it is effective for implementing collaboration
and coordination within the organisational employees who are work in different department of
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the firm. As a largest chain of beauty store, it is essential for Neo Derm Group Limited to
implement an effective communication channel as to maintaining proper flow of operations
through the coordination of internal as well as external elements. There is various importance of
communication within the organisation in which some are described as below:
 An appropriate communication is effective in generating employees trust.
 Plays a vast role in developing good relationship among the organisation employees.
 Proper flow of communication helps in reducing the chances of conflicts and issues. Effective communication can also help in implementing appropriate collaboration within
the top management to employees.
The relationship between poor level of communication and customers services.
As per the views expressed by Jan Burch, 2018, communication has a direct connection
with the customers services. Poor communication leads the firm's activities in a wrong direction.
Customers are consisting to be the major aspect for the growth and development of any business
organisation. Neo Derm Group Limited is a large business organisation which deals in variety of
products and services as to fulfilling the desires of customers within the market place. The major
focused area of Neo Derm Group Limited is to enhancing the base of customers through building
an effective relationship with customers as it creates value in developing the operations of the
firm within a wide scale of market. Organisation is widely concern on hiring well skilled and
talented people within the work place as to offering potential services to their customers through
using their communication skills. Proper communication with customers helps the firm in
sustaining them for long run of business operations.
The ways to strengthen communication within the work place.
According to the opinion of Ali Robins, 2018, it is essential for each small as well as
large business enterprises to build a proper an effective communication process as to managing
the flow of data and information in each segment. As a beauty centre chain, it is essential for Neo
Derm Limited to design an appropriate frame of communication in which data and information
can be flow in each segment of the firm. There are various ways to improve the communication
within the work place in which some are described as below:
 Develop an appropriate and friendly communication space.
 Keep constant communication within the departments of the companmy.
 Conducting regular meeting as to analysing the perspective of employees.
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 Hiring well skilled and talented work force.
1.4 Research project specifications
Specification of research is powerful in giving a particular outline to look into work
which helps the researcher in actualizing every activity of research is appropriate way. A
legitimate outline detail is successful in setting up all tasks in an efficient way (Cascio and
Montealegre, 2016). A research work depends on theory which are made by investigator as to
aggregating potential outcome and result. The obligation of the researcher is to plan a proper
time period in which all exercises are executed in the viable way. The key goal of directing an
exploration report is to building up the information and abilities of learner in the specified area of
study. The potential research questions for this particular study, that are effective in developing
the section of literature in effective manner is described as below:
 What are the importance of communication within Neo Derm?
 What are the essential ways that are effective in strengthening the communication within
Neo Derm Group Limited?
1.5 Appropriate process and plan for research project specifications.
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2.1 Match resources efficiently to the research question or hypothesis.
The research into consideration is based on the barriers that arise through poor
communication within Neo Derm Group Limited. Communication is an effective aspect which
plays vital role in development of business through effective management of operations in proper
manner. In the different sources are required that will be effective in providing a significant
direction to the researcher to carry out the work in right manner. The selected area of study is
wide and this provide a brief idea regarding the aspect of communication and its impact over the
operations of firm. In this exploratory research design is most suitable resource that provide a
clear way to conduct research activities in proper manner. Exploratory research is determined as
a research which is applied to investigate an issue that is not clearly defined. It is majorly
executed to have a better understanding of the chosen area of study, but will not provide
conclusive outcomes. For such a research, a researcher starts with a general idea and uses this
research as a medium to identify issues, that can be the focus for future research. However the
present area of study is also based on a idea which performs vital role in addressing the issue in
proper manner. In this particular research data and information is gathered through primary as
well as secondary sources as primary investigation is conducted with the help of preparing
questionnaire, thus questionnaire is the most suitable tool for accumulation of data from large
number of population within a small time duration. In this selected respondents are the employee
of firm as they are more effective in providing reliable and accurate information regarding the
chosen area of study.
There are various resources that supports the investigation in right manner, some are associated
as below:
People: People are considered as the most important aspect of research which plays vital role in
carry out the work in right manner. In this present investigation work selected people are the
researcher, respondents, supervisor of research.
Material: Material is also an essential part as it provides significant help in implementation of
work in right manner. In this existing investigation materials are the internet sources, stationary,
library aspects, books, journals, past investigation reports, internet sources etc. these all are
effective in conducting research activities in proper manner.
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Machine: This suitable for execution of work, this in the case of present research project laptop,
computer systems, USB, hard Disk , pan-drive, internet tools etc. are used to execute the work or
storing them for future purposes.
Money: Money is a most effective aspect of investigation work, thus it is essential for the
researcher to make appropriate amount of funds and capital in respect to proper execution of
research activities.
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REFERENCES
Books and Journals
Agbi, R. O., 2018. Leadership Communications Strategies for Enhancing Virtual Team
Performance.
Anderson, R. L., 2012. An analysis of dyadic relationships between administrators and
employees working virtually in higher education. Mercer University.
Cascio, W. F. and Montealegre, R., 2016. How technology is changing work and organizations.
Annual Review of Organizational Psychology and Organizational Behavior. 3. pp.349-
375.
Online
Burch, J., 2018. How Does Poor Customer Service Affect a Business? [Online]. Available
through:<https://yourbusiness.azcentral.com/poor-customer-service-affect-business-
3062.html>.
Robins, A., 2018. Ways to improve communication at work place. [Online]. Available
through:<https://www.officevibe.com/blog/improve-communication-at-work>.
Smith, E., 2018. The Importance of Communication in the Organizational Structure. [Online].
Available through:<https://www.businessregiongoteborg.se/en/focus-areas/ict-
information-and-communication-technology>.
Astonishing stats about business communications. 2018. [Online]. Available
through:<https://www.bluesource.co.uk/knowledge-hub/20-astonishing-stats-business-
communications/>.
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APPENDIX
QUESTIONNAIRE
Name:
Age:
Gender:
Email:
Address:
Q1) Are you aware about the importance of communication channel within the organisation?
Yes
No
Q2) Does the implementation of communication system is effective for the growth and development of Neo
Derm Group Limited?
Agree
Disagree
Q3) Why effective communication is necessary within work place?
Bring Coordination
Improve Effectiveness
Effective collaboration
Q4) What are the major barriers that affect the communication within the work place?
Cultural Barriers
Physical Barriers
Emotional Barriers
Personality Barriers
Q5) What are the benefits of communication at workplace?
Developing employee morale
Team building
Helps with diversity
Q6) What are the ways to develop effective communication?
Open Meeting
One to one communication
Emails
Q7) Which kind of issues arise due to lack of communication within Neo Derm Group Limited?
Frustration
Lack of understanding
Anxiety
Lost production
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Q8) What is the impact of effective communication on the level of customers satisfaction?
Positive
Negative
Q9) Which is the most effective channels of communication that can be used by Neo Derm to bring effectiveness
in developing good relationship with customers?
Verbal Communication
Non-verbal Communication
written Communication
Q10) Which function of company get maximum benefits of effective communication?
Marketing
HR
Operational
Q11) Which is the major factor that has largely affect the outcome of communication process?
Sender
Receiver
Channels
Content
Q12) Provide necessary recommendation in order to boost up the current performance level of the firm?
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