BTEC HNC/D Business: Waitrose Communication Research Project

This research project analyzes the impact of communication, specifically poor communication from management, on customer service levels at Waitrose Limited. The report begins with an introduction, research aim, and objectives, followed by a thematic analysis of survey responses. The research aims to evaluate the importance of communication within an organization, identify effective communication strategies, determine the relationship between poor communication and customer service, and identify communication barriers. Thematic analysis is presented across multiple themes including awareness of communication importance, effectiveness of communication systems, reasons for effective communication, factors affecting communication, benefits of workplace communication, ways to improve communication, issues arising from lack of communication, the impact of effective communication on customer satisfaction, effective communication channels, and which departments benefit most from effective communication. The report concludes with references to support the findings.

Research
Project

Cover content
• Introduction
• Research Aim and Objectives
• Thematic Analysis
• References

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 mannerWaitrose
Limited is the chosen organisation for this particular project. It is the
chain of British supermarket that forms the food retail division of
Britain's largest employees owned retailer, the John Lewis Partnership.

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 Waitrose 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 Waitrose Limited.

Theme 1: People are aware about the importance of
communication channel within the organization
Yes No
0
5
10
15
20
25
25
5
Column B
Q1) Are you aware about the importance of
communication channel within the organisation?
Frequency
Yes 25
No 5

Theme 2: The implementation of communication
system is effective for the growth and development of
Waitrose Limited.
Q2) Does the implementation of communication system is
effective for the growth and development of Waitrose
Limited?
Frequen
cy
Agree 26
Disagree 4
Agree Disagree
0
5
10
15
20
25
30 26
4
Column B

Theme 3: There are various reason for which the
effective communication is necessary within work
place.
Q3) Why effective communication is necessary within the
work place of Waitrose Limited?
Frequenc
y
Bring Coordination 10
Improve Effectiveness 10
Effective collaboration 10
Bring Coordination Improve Effectiveness Effective collaboration
0
1
2
3
4
5
6
7
8
9
10
10 10 10
Column B

Theme 3: There are various reason for which the
effective communication is necessary within work
place.
Q3) Why effective communication is necessary within the
work place of Waitrose Limited?
Frequenc
y
Bring Coordination 10
Improve Effectiveness 10
Effective collaboration 10
Bring Coordination Improve Effectiveness Effective collaboration
0
1
2
3
4
5
6
7
8
9
10
10 10 10
Column B

Theme 4: There are different factors that affect the
communication within the work place.
Q4) What are the major factors that affect the communication
within the work place?
Frequenc
y
Cultural Barriers 7
Physical Barriers 8
Emotional Barriers 8
Personality Barriers 7
Cultural Barriers
Physical Barriers
Emotional Barriers
Personality Barriers
6.4
6.6
6.8
7
7.2
7.4
7.6
7.8
8
7
8 8
7 Column B

Theme 5: The benefits of communication within the
work place of Waitrose Limited
Q5) What are the benefits of communication at workplace? Frequenc
y
Employee morale 11
Team building 10
Helps with diversity 9
Employee morale Team building Helps with diversity
0
2
4
6
8
10
12 11
10
9
Column B

Theme 6: Different Ways to bring effective
communication.
Q6) Ways to bring effective communication? Frequency
Open Meeting 8
One to one communication 7
Emails 15
Open Meeting One to one communication Emails
0
2
4
6
8
10
12
14
16
8
7
15
Column B

Theme 7: Issues arise due to lack of communication
within Waitrose.
Q7) Issues arise due to lack of communication within
Waitrose?
Frequen
cy
Frustration 10
Lack of understanding 7
Anxiety 6
Lost production 7
Frustration Lack of understanding Anxiety Lost production
0
1
2
3
4
5
6
7
8
9
10
10
7
6
7
Column B

Theme 8: The impact of effective communication on
the level of customers satisfaction.
Q8) What is the impact of effective communication on the
level of customers satisfaction?
Frequenc
y
Positive 23
Negative 7
Positive Negative
0
5
10
15
20
25 23
7
Column B

Theme 9: The most effective channels of
communication that can be used by Waitrose to bring
effectiveness in developing good relationship with
customers.Q9) Which is the most effective channels of communication
that can be used by Waitrose to bring effectiveness in
developing good relationship with customers?
Frequenc
y
Verbal Communication 15
Non-verbal Communication 7
written Communication 8
Verbal Communication
Non-verbal Communication
written Communication
0
2
4
6
8
10
12
14
16 15
7 8
Column B

Theme 10: Different function of company get
maximum benefits of effective communication.
Q10) Which function of company get maximum benefits of
effective communication?
Frequenc
y
Marketing Department 15
Human Resource 8
Operational Department 7
Marketing Department Human Resource Operational Department
0
2
4
6
8
10
12
14
16 15
8
7 Column B

Theme 11: Different factor is largely affect the
outcome of communication process.
Q11) Which factor is largely affect the outcome of
communication process?
Frequenc
y
Sender 7
Receiver 5
Channels 10
Content 8
Sender Receiver Channels Content
0
1
2
3
4
5
6
7
8
9
10
7
5
10
8
Column B

References
Prosser, S., 2016. Effective People: Leadership and Organisation
Development in Healthcare. CRC Press.
Sandoval, M., 2014. From corporate to social media: Critical
perspectives on corporate social responsibility in media and
communication industries. Routledge.
Sherman, D. L., 2013. Project manager interpersonal
competency in virtual team environments: A qualitative study
of virtual communication (Doctoral dissertation, Capella
University).

THANK YOU