Deloitte Australia: Communication Management and Client Growth

This case study examines Deloitte Australia's communication management strategies and their impact on business development. It highlights how effective communication management has helped Deloitte grow its client base, maintain acceptable data qualities in retained communications, and enh...Read More

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Contents
Introduction.................................................................................................................................................3
The Research Aims..................................................................................................................................4
Justification of the Project.......................................................................................................................4
Research Questions.................................................................................................................................5
Research Objectives................................................................................................................................5
2.0 Critical Literature Review.....................................................................................................................6
2.1 The Role of the Customers in Attainment of Communication Management......................................6
2.2 The Core Project Management Principles and the Benefits attributed to them..................................7
2.3 Communication Management Aspects at Deloitte Australia..............................................................8
2.4 How Communication Management has helped in Enhancing Performance Management at Deloitte
Australia..................................................................................................................................................9
3.0 METHODOLOGY..............................................................................................................................10
3.1 Research Design..............................................................................................................................10
3.2 The Research Design.......................................................................................................................10
3.3 Data Collection................................................................................................................................10
4.0 Data Analysis......................................................................................................................................11
4.2 Analysis and the Findings................................................................................................................11
A DISCUSSION OF THE FINDINGS BASED ON PREVIOUSLY REVIEWED LITERATURE.....11
5.0 CONCLUSIONS.................................................................................................................................13
5.1 RECOMMENDATIONS.................................................................................................................13
5.2 LIMITATIONS...............................................................................................................................15
References.................................................................................................................................................16

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CHAPTER ONE
Introduction
As an organization, Deloitte Australia has been positioned uniquely in order to help other
organizations enhance the management of their regulated communications. It does this through
brining on board extensive technology, regulatory, and governance experiences in aiding
organizations to device defensive compliance programs that are capable of meeting rigorous
“regulatory expectations” around data retention, governance, and surveillance of the
communications. Deloitte Australia serves in developing holistic programs which are inclusive
of the management of data governance, regulatory expectations, and data quality (Quirke, 2017).
Regulatory expectations help in managing evolving landscapes of the global regulatory
expectations that include electronic communications which include among others text messages,
emails, social media, instant message chats, and voice communication through the use of mobile
devices, voicemails, telephone, and electronic media.
On data governance, Deloitte Australia demonstrates to various regulators that different
communications are usually managed in a rigorous and consistent fashion globally among the
compliance, Information Technology, and legal constituencies. On Data quality, Deloitte
Australia assists in the maintenance of compliance through ensuring that there is the
identification and provision of covered individuals for the surveillance and achieving, and
retention of the messages using appropriate or relevant data quality (Kane et al.2015). The
regulated communication management systems offered by Deloitte Australia helps organizations
to not only identify gaps in their systems but also develop viable regulated communication
systems and enhance the way in which their information lifecycles are managed.

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Communication management at Deloitte Australia is done using structured approaches
that are used in the management of regulated communications. This starts through the
comprehension of the present governance and technology and the effective identification of gaps
that can be used in addressing and handling challenges that arise. This is done through ensuring
that there is proper assessment of individuals, technology, process, and technological innovations
which affect both the quality of data as well as the compliance requirements (Aula & Heinonen,
2016). Deloitte also develops comprehensive strategies for the management of archives, users,
and other sources of communications. It also recommends improvements across the data quality,
governance, as well as the effective management and implementation of regulatory expectations.
The Research Aims
The major aim of this research project is to ascertain how effective management of
communication by Deloitte Australia has helped it to have a competitive advantage on the
market.
Justification of the Project
Most of the companies and organizations across the world have failed to succeed in
achieving their goals and objectives due to failure to have effective strategies in communication
management. In addition to that, there has been less literature on the issue of communication
management and thus this professional project will provide the much needed information that
will be used by organizations in order to have effective communication in their respective
organizations (Kerzner, 2018). This professional project on communication management in
Deloitte in Australia will serve as an eye opener to other organizations having difficulties in

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communication management. This project will highlight some of the viable strategies have been
used by Deloitte Australia in order to communication management.
Research Questions
 How has effective communication management helped Deloitte Company in Australia to grow
its client base?
 How has the establishment and maintenance of acceptable data qualities in retained
communications helped Deloitte Company to meet its quality requirements?
 What are the strategies that are used by Deloitte Australia in embracing effective
Communication Management?
Research Objectives
 To ascertain how effective communication management has helped Deloitte Company in
Australia to grow its client base.
 To ascertain how the establishment and maintenance of acceptable data qualities in retained
communications has helped Deloitte Company to meet its quality requirements.
 To analyze the strategies that is used by Deloitte Australia in embracing effective
Communication Management.

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CHAPTER TWO
2.0 Critical Literature Review
Deloitte Company was ranked by ALM Intelligence as being a global leader in both
communications as well as change management consulting. This is attributed to the fact that the
company has stood out due to its ability to ensure that there is translation of programs in
continuous innovation as well as thought leadership in coherent and multi-dimensional approach.
This is important since it helps in the modernization of change management in a digital era. It is
prudent to note that while the combination or integration of design, strategy, and digital
resources cannot be unique, the Deloitte Company is still ahead in the market. The success of the
company has been achieved due to its ability to effectively align the assets to change
frameworks. It has also worked effectively towards ensuring that it works from the experiences
of clients thus making them work together in an effective manner.
According to the Strategic Change Leader of Deloitte Global Yves Van Durme, there is
need for companies to leverage broader discoveries and innovations so as to not only drive their
performances but to also develop as well as implement successful agenda of transformation.
Deloitte Company embraces Change frameworks through ensuring that there is collaboration
with their customers thus helping it convert its vision to value. Change management and
communication services are normally anchored in Deloitte Australia’s transformation and talent
practice.
2.1 The Role of the Customers in Attainment of Communication Management
The client or the customer in an organization is actually the ultimate owner of any
strategy in an organization and Deloitte Company in Australia thus acts as an “extended arm”

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which makes sure that the management of the company focuses on the execution of its strategy.
The core of Deloitte Australia’s project communication management approach is based on a
robust communication plan that is capable of identifying the main or primary communication
needs of the company thus helping it to build the desired support (Altamony et al.2016). The
success of communication management in Deloitte Australia is based on numerous core project
management principles which are quite beneficial to the company and these are discussed below:
2.2 The Core Project Management Principles and the Benefits attributed to them
Clear Communication channels
This is very important in helping Deloitte Australia to quickly and effectively develop not
only a “stakeholder map” but also the relevant communication process. This plays a significant
role in enabling for facilitation of timely and rapid sharing of information, effective decision
making, and collaboration that are founded on overarching principles (Kane, 2015).
Transparency
Provision of comprehensive and clear views of the project status in Deloitte Australia has
played a significant role in attaining effective communication management in the organization.
This has enabled stakeholders to become aware of the people who are responsible for various
tasks, the appropriate individuals to contact in order to resolve issues and questions, and also
become aware of decisions that have been arrived at any of the pending actions (Welford, 2016).
Project Management Collaborations
Deloitte Australia normally establishes strong working partnerships with different
departments and vendors in the entire duration of all its projects (Kerzner, 2017).
Measuring of Progress Metrics

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Deloitte Australia established meaning Key Performance Indicators (KPIs) and metrics
which are based on their experiences. The approach of the company is based on Risk, schedule,
scope, quality, cost, issue management. These are executed through status meetings and well
defined process escalation processes which are used in the handling of dependencies and issues
thus helping it attain success (McGUNAGLE, 2015).
The Use of Standard Methods
Deloitte Australia uses standard methods through creation of confidence using both
reliability and predictability. The use of Deloitte of proven tools and methods not only support
consistent but they also support communication through effective planning and control of its
project in its phases. This is done through the customization of the project templates so as to
jumpstart both the project tasks as well as deliverables. This ultimately leads to an increase in
quality while leading to a decrease in efforts, costs, and time that is required in the achievement
of communication management strategies and objectives (Schaltegger & Burritt, 2017). The
communication capabilities of Deloitte have played a significant role in enhancement of
transparency for its projects to stakeholders.
2.3 Communication Management Aspects at Deloitte Australia
The Communication management approach for Deloitte Australia is known to include
numerous processes which help it in facilitation of timely collection, analysis, development,
distribution, and even storage of important project information that is based on well established
or developed communication plans (Hislop, Bosua & Helms, 2018). This normally places greater
emphasis on collaborations and Deloitte thus is known to promote consistency in its project
reporting in communication. Deloitte is known to collaborate with numerous departments during

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initiation of communication programs in order to refine its communication projects and also
attain “effective status reporting” which works for all the stakeholders in the organization.
The management of communication projects in any organization ultimately requires that
its management ought to define corrective or preventive actions that are aimed at addressing any
of the negative delinquencies or trends in the communication process. This is quite important
because it helps in the distribution and discussion of the status of communication with the
relevant stakeholders in a timely way (Meadows & Meadows, 2016). Deloitte’s communication
management has been successfully due to its ability in providing status reports to numerous
departments based on its Communication Management Plans on a consistent basis as expected
by the numerous departments in the company.
2.4 How Communication Management has helped in Enhancing Performance Management
at Deloitte Australia
The issue of performance management is normally concerned with the enhancement of
performance so as to achieve not only positive attitudes at the work place but also enhance
individual and team effectiveness. Communication management has helped in the attainment of
Performance management at Deloitte Australia thus helping in the attainment of continuous
development processes in the organization (O'Leary, 2015). Owing to the fact that performance
management is usually concerned with ensuring that there is satisfaction of expectations and
needs of numerous stakeholders who include the company’s customers, employees, owners, the
general public, and suppliers, it is important to ensure that communication management is done
effectively in the company. This is attributed to the fact that it will help in ensuring that all the
organizational stakeholders communicate effectively and aim at the realization of the set
organizational goals and objectives.

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CHAPTER THREE
3.0 METHODOLOGY
3.1 Research Design
The chapter is concerned with the method used by the researcher in carrying out the study and
includes among others the design, the sampling procedure, the data collection techniques, data
analysis and data presentation (Mcgunagle, Button, & Zizka, 2016).
3.2 The Research Design
This is a case study of the Deloitte Australia and thus is regarded as quite appropriate because
only one firm is involved. It is also deemed to be appropriate since an in-depth as well as
comprehensive study and inquiry was carried out.
3.3 Data Collection
Data was collected for this research only through secondary data that emanated from the annual
board papers of Deloitte Australia, internal company newsletters, and the appropriate documents
that were fully utilized in order to complement with all the sources (Fiolleau, Hoang & Pomeroy,
2017).

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CHAPTER FOUR
4.0 Data Analysis
The “content analysis” technique was applied in the analysis of data. The data was then
ultimately edited and vetted for reliability, validity, and consistency (Roberts & Piller, 2016).
This method was successfully because it had been successfully used by other researchers as well.
This chapter deals with presentation of results from the data analysis which was collected
through secondary data.
4.2 Analysis and the Findings
The data collection sought to analyze the impact of effective communication
management in the enhancement of operations at the Deloitte Company in Australia. Based on
the analysis of the secondary data regarding the issue of communication management in the
company, it was quite apparent that the success of Deloitte in Australia was highly based on the
ability of the company to effectively manage its communication processes (Jordan-Meier, 2016).
According to the information from the secondary data sources, it was pointed out that
communication played a significant role in making sure that all the departments in Deloitte
Australia operated efficiently. Without effective communication in any organization, then
general operations and ultimately its production and profitability is bound to fail.
Communication was quite crucial because it enabled discussions to be carried out between all the
relevant stakeholders in the organization.

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A DISCUSSION OF THE FINDINGS BASED ON PREVIOUSLY REVIEWED
LITERATURE
Based on the above information in the literature review, it is quite evident that there is
need for organizations to ensure that they have developed or even elevated effective
communication programs that is capable of being aligned to its core objectives (Davey et
al.2017). Effective communication is quite important because it helps management and staff to
get clear communication regarding renewed missions, strategies, and even the brand objectives.
In addition to that, communication for a company such as Deloitte Australia and other firms
across the world require effective communication since they may have other stakeholders outside
the organization whom they may need to have constant communication with. Such stakeholders
include but are not limited to customers, bankers, and investors, among others.
It is evident that proactive communication programs are quite essential for the success of
an organization and indeed, this is quite evident in the case study of Deloitte Company in
Australia whose effective communication management has greatly contributed to its overall
success (Waddock & Bodwell, 2017). However, it is unfortunate that some organizations across
the world have failed to realize or recognize the importance of communication in the success of
their respective firms. As a result, they have failed to embrace access towards sufficient and
effective communication support that can help their organizations to enhance their performances.
Owing to the complexity that is associated with the contemporary multinational firms,
there is need for managers in such organizations to ensure that they connect and compete for
attention in order to execute disciplined communication programs (Newton et al.2015). This is
essential and will help in ensuring that critical messages and information is delivered to relevant
stakeholders without being lost in the translations or drowned out by noises. It is important for

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organizational managers to devise simple models that will help them in the creation and
execution of disciplined communication programs that will easily align with the core objectives
of their specific organizations.

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CHAPTER FIVE
5.0 CONCLUSIONS
Based on the case study of Deloitte in Australia, it is quite evident that the development
and implementation of effective communication channels in an organization plays a significant
role in guaranteeing its success (Hackett, 2015). It is important for all and sundry to note that
effective communication is essential for organizational managers because it enables them to
effectively execute basic management functions which include but are not limited to the
planning, organization, leading people, and even controlling them. In essence, communication
management in an organization is quite important because it also helps organizational managers
to carry out their set jobs and responsibilities. That apart, it is also important to note that
effective communication management is quite crucial for the basic general management of any
organization. Best organizational managers should thus have the ability of comprehending the
need for creating alliances as well as communicating in all the organizational levels to ensure the
messages are passed across.
5.1 RECOMMENDATIONS
Based on the case study of Deloitte Company in Australia, it is quite evident that there
are numerous strategies that organizations need to embrace in order to achieve viable
communication management. The following are the recommendations that can help
organizations to have good communication which will eventually enhance their productivity and
profitability:
Alignment of communication to the priorities of the organization

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A good and appropriate starting point for the communication strategy of the organization
should be the “core go-forward” priorities for an organization. Having clarities on the priorities
of a company will be sensible to the creation of an effective communication strategy that will
become a priority to each entity and thus to the general communication program of the
organization.
Definition of Critical Audiences
For each of the given priorities, it will be important to define the critical audiences for
each communication that occurs in the organization. This will include stating the people who one
needs to communicate to and the people that one wants to hear from. An organization can have
different audiences to communicate to who include the executive committee, the finance
department, direct reports, and the whole organization or company (Wang et al.2016). This
implies that the first step in the creation of any communication strategy for a particular priority is
actually the definition of the appropriate audiences that one wants to communicate with and the
influence that they have on the organization.
Definition of the “audience specific objectives’ for each of the Priority
Definition of audience specific objectives in an organization is quite crucial because it
helps in the creation of more accountable organizations that are capable of delivering value and
insight to their stakeholders. While setting a communication policy in an organization, it will be
prudent to note that each audience can have different goals and each of the priorities can also
have different goals and communication intends intents for the different audiences (Aula &
Heinonen, 2016).
Definition of Critical Messages

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It is prudent to note that for each of the organizational audiences, there will always be
different messages that will be dispatched at different intervals. For instance, a company can
have different messages for its business peers and staff which can occur at different times. This
implies that there may be need to communicate the revised expectations and also communicate
the required timelines for any forthcoming actions in the organization.
5.2 LIMITATIONS
There are various limitations that are associated with the implementation of
communication management in organizations and the major one is the availability of funds.
Good and effective communication channels will quite definitely need funds to develop and thus
the lack of financial resources to put in place such channels implies that communication in the
organization will be hampered by numerous barriers (Kirchherr et al. 2017). Another significant
limitation is the notion that an effective communication channel in an organization can only be
developed and implemented by the management alone. This is not the case since any good
communication channel is not the responsibility of the management alone but rather, it is a
collective responsibility of all the concerned stakeholders in an organization.

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Links to Data
https://www.inc.com/adam-robinson/according-to-deloitte-this-1-type-of-data-is-critical-to-
boosting-your-teams-productivity.html
https://www.anaplan.com/blog/human-capital-trends-series-deloitte-research-part-1/
https://www2.deloitte.com/lu/en/pages/financial-advisory/solutions/deloitte-quantitative-finance-
master-classes.html