SBM4203 Assessment 2: Improving Communication and Feedback in IT Firm

This report addresses communication and feedback issues within an IT service company with approximately 1200 employees specializing in networking, infrastructure, and IT consultancy services. The analysis identifies key problems, including a lack of a proper communication framework, leading to less knowledge about organizational strategy, difficulties in implementing plans, lack of motivation, knowledge sharing issues, quality problems, and decreased revenue. The report proposes solutions using models like two-way and horizontal communication, detailing their benefits. An intervention program is outlined, encompassing regular employee discussions, intranet design, internal newsletters, a dedicated feedback portal, and CRM platform deployment. The report emphasizes the importance of these strategies for improving organizational efficiency and knowledge transfer, supported by relevant references.

strategy to improve the communication and feedback issues in the organization

About the organization
The organization considered in this
context is an IT service company with
around 1200 employees. It specializes in
networking, infrastructure and IT
consultancy services.

Description of the problem
right now the organization does not have
proper communication framework. Some of
the major problems that the organization right
now faces due to lack of communication and
feedback are:
 Less knowledge about organizational
strategy:
 Difficulties in implementing plan

Description of the problem
 Lack of motivation
 Lack of knowledge transfer and
knowledge sharing
 Quality issues
 Decrease of revenue

poor planning
It is one of the common issues of project
management. If the planning for the
project is not effective it will have the
following issue:
 Incomplete estimation of resources
 Poor project schedule
 Budget overflow

Models to solve the problem
Some preferred models to solve the
communication problems are:
 Two way communication model
 Horizontal communication model

Two way communication
model
Description of the two way communication model:
 In this communication model, both the speaker
and listener has same importance in the
communication process.
 In this communication process, speakers not only
communicate the message, but wait for the
listener to interpret the message and provide
feedback as well.
 This is an excellent communication model as it
allows not only sharing information but also
allows for interpretation of information

Benefits of the two way
communication model
 Sharing as well as interpretation of
message
 Increase transparency in the
communication

Benefits of the two way
communication model
 Less possibility of confusion in the
communication process
 Allows for sharing of maximum amount
of information in less time with
increased efficiency

Horizontal communication
model
Horizontal communication is the
process which considers the transmission
of information between people, divisions,
departments or units and these
communication is done within the same
level within the organizational hierarchy.

Benefits of the horizontal
communication model
 this allows for improved
communication especially in the
context of organizational structure
 It reduces misunderstanding that might
happen between departments
 It is effective for people who are
working on the same project

Benefits of the horizontal
communication model
 it is an effective way for increasing
efficiency and productivity
 Horizontal communication facilitates
teamwork with enhanced
communication

Intervention program to
solve the problem
An intervention program is required to
implement for solving the communication
issue in the organization. The program
considers recent organization culture,
infrastructure, requirement and all of
these factors are properly analysed to
develop an effective program.

procedure to implement
Intervention program
 Regular discussion with the employees
 Ease of access to the internal
knowledge and documentation
 Design of intranet network for
increasing social interaction
 Share of internal newsletter
 Dedicated portal for sharing complaints
and feedback
 Deployment of CRM platform

procedure to implement
Intervention program
 Share of internal newsletter
 Dedicated portal for sharing complaints
and feedback
 Deployment of CRM platform

References
 Vásquez, C., Bencherki, N., Cooren, F. and Sergi, V., 2018. From ‘matters of concern’to ‘matters
of authority’: Studying the performativity of strategy from a communicative constitution of
organization (CCO) approach. Long Range Planning, 51(3), pp.417-435.
 Quirke, B., 2017. Making the connections: using internal communication to turn strategy into
action. Routledge.
 Baptista, J., Wilson, A.D., Galliers, R.D. and Bynghall, S., 2017. Social media and the emergence
of reflexiveness as a new capability for open strategy. Long Range Planning, 50(3), pp.322-336.
 Serrat, O., 2017. Building a learning organization. In Knowledge solutions (pp. 57-67). Springer,
Singapore.
 Thomas, G.F. and Stephens, K.J., 2015. An introduction to strategic communication.
 Thompson, J.D., 2017. Organizations in action: Social science bases of administrative theory.
Routledge.
 Pearson, R., 2017. Business ethics as communication ethics: Public relations practice and the
idea of dialogue. In Public relations theory (pp. 111-131). Routledge.
 Beigi, A. and Mozayani, N., 2016. Dialogue strategy for horizontal communication in MAS
organization. Computational and Mathematical Organization Theory, 22(2), pp.161-183.
 Daft, R.L., 2015. Organization theory and design. Cengage learning.
 Verčič, A.T. and Vokić, N.P., 2017. Engaging employees through internal communication. Public
Relations Review, 43(5), pp.885-893.