Detailed Report: Managing Communications, Knowledge and Information

This report examines the critical aspects of managing communications, knowledge, and information within the context of Tickle Restaurant, a new UK-based startup. It delves into the range of decisions at strategic, tactical, and operational levels, emphasizing the importance of information and knowledge for effective decision-making. The report explores both internal and external sources of information, including financial, marketing, and competitor data, and provides recommendations for organizational improvements. It also analyzes stakeholder involvement in the decision-making process and suggests strategies to enhance business relationships. Furthermore, the report discusses existing communication processes, proposes improvements, and outlines a personal plan for improving communication skills. Finally, it covers the collection, formatting, storage, and dissemination of information and knowledge, offering strategies to improve access to information systems. Overall, the report provides a comprehensive overview of the key elements of effective communication and knowledge management within an organization, with specific recommendations for Tickle Restaurant.

Managing Communications, Knowledge
and Information

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1.1 Range of decisions to be taken..............................................................................................1
1.2 Information and knowledge needed to ensure effective decision taking..............................2
1.3 Internal and external source of information and understanding............................................3
1.4 Recommendations for improvement.....................................................................................3
TASK 2............................................................................................................................................4
2.1 Stakeholder for a decision making process...........................................................................4
2.2 Develop business relationship with stakeholders..................................................................5
2.3 Involve stakeholders in the decision making as appropriate.................................................5
2.4 Strategies for improvement...................................................................................................6
TASK 3............................................................................................................................................7
3.1 Existing processes of communication in an organization.....................................................7
3.2 Ways to improve appropriateness.........................................................................................7
3.3 Implement improvements in communication system...........................................................8
3.4 Personal plan to improve communication skills...................................................................9
TASK 4..........................................................................................................................................10
4.1 Approach of collection, formatting, storage and dissemination of information and
knowledge.................................................................................................................................10
4.2 Change to improve the collection, formatting, storage and dissemination of information
and knowledge..........................................................................................................................11
4.3 Strategy to improve access to systems of information and knowledge..............................11
CONCLUSION..............................................................................................................................11
REFERENCES..............................................................................................................................12

INTRODUCTION
Managing communication and knowledge is an important task for every organization. It
is an essential part of business which gives relevant information and guidance to take effective
decisions regarding organizational activities. It is necessary for an enterprise to manage all skills
and knowledge along with relevant information which assist in promoting the growth of firm in
an effective way. Basically, HR department helps in this process of managing all skills and
information of the business activities. These data and information assist entrepreneurs to take the
best decisions. Present report is based on Tickle Restaurant which is a new venture and start-up
which is operated by entrepreneur to attain higher growth in the UK market. The business owner
wishes to expand it by providing quality food products to customers and get higher satisfaction
by them. This report includes various strategies at tactical and operational level. Internal and
external information of the business is also mentioned in this assignment. Along with that,
recommendations for improvements are also given in this report.
TASK 1
1.1 Range of decisions to be taken
In every organization whether small or large, business takes actions at different levels of
the firm. Complete process is effective as it is important for owner to take the best suitable
decision in company’s favour. Decisions are taken at three levels which involve strategic, tactical
and operational. Therefore, all processes are effectively run by the business. Every range of
judgement define different information and knowledge so that they would take effective actions.
The owner of Tickle restaurant takes long term decision to attain positive end results. It includes
different range of judgement which are as follows: Strategic level: This is an important and top level management in the organization. In this
range, all complex and difficult decisions are taken by the senior level and its managers
(Yates and Paquette, 2011). It involve external data like market trade, customer’s taste,
economic condition and stock market’s figures. These data help in taking good
judgement which assist in the organization to develop their prices in an effective manner. Tactical level: All the strategies related decisions are defined at this level. Here, business
owner takes better and important actions. Tickle restaurant defines their process and
provides fresh and quality products to its customers so that more number of people would
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get attracted. This range involves all activities which are formed at the middle level. For
example, the firm wants to introduce new and innovative products and also set its price
and packaging to invite new and existing customers.
 Operational level: At this level, most of the decisions are taken by supervisor Day to day
judgements are taken at this level which are managed by lower level of manager. Tickle
restaurant includes daily activities, extent to which amount they spend in a month and
level of stock and material which are recorded. These types of decisions are more
important to run business smoothly and in an effective way.
All these levels are more important for Tickle restaurant to take better actions in order to
attain higher success in the marketplace. One of the advantages of these levels is to define
specific information which is implemented at different levels to make the best decision.
1.2 Information and knowledge needed to ensure effective decision taking
Information and knowledge is more important for organization to take better decision
which assist in running smooth business. Each individual need to emerge high skills in order to
take complex action within an organization. Every level of management having specific
responsibilities to evaluate all the information to make decision. In the context of Tickle
restaurant, they need various information at different level strategic, operational and tactical. For
example, cited frim need to analysis customer response about their food product through
feedback and make decisions accordingly. In absence of proper knowledge and information a
firm cannot able to take judgement. There is some information which are needed at the time of
taking decision are as follows: Maintain up to date information: This information is more important for business to
monitor all the process and up to date of business environment. In today’s competitive
market, needs and taste are changes rapidly so that enterprise should maintain its daily
operation with effective information which assist in taking better decision. Information about competitors: It is more essential for an organization and its owner to
have important information of competitors (Von Krogh, 2012). The main focus of the
company is to provide quality in products and better services from its competitors in
order to take place in competitive market. There are large number of food providers such
as MacDonald’s, KFC, Burger king etc. and gather information about their latest product.
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 Information about market trends: It is important information for company to define
market trends which assist in decision making process because it define overall market
process that are essential for organization to implement in their activities. With the help
of this organization ensure about all the customers taste and preferences and provide
them accordingly. It is effective information which contribute in decision making process
of the firm. These are effective for an entrepreneur to have proper and relevant
information and data which is related to the Tickle restaurant. They are aware about all
the market trade and changing environment, so that they attract larger number of
customers and providing top quality of products and service.
1.3 Internal and external source of information and understanding
Data and information can be collected by various resources which can be internal or
external sources. Both are more important for organization which assist in take best decision in
order to avoid all complexity at workplace. There are some sources of information are as
follows:
Internal sources: Basically internal sources are collected by the manager of the company from
the inside of the firm. All these are evaluated before taking any kind of judgement. It include
various type of information are as follows: Financial information: It is important for every organization because it defines overall
performance of the firm. It define financial statement of Tickle to show profit and loss
statement as well as balance sheet so that company should able to capture larger market
share from its competitors. Personal and administration information: These define the information about
employees as well as workers background, personal skills and career details (Trkman,
2010). It is the responsibility of company to maintain all information about its employees
so that they does not face any issue. Marketing content: In this process it is related with the products and service which is
offered by the company to its customers in order to get higher satisfaction by them. Manufacturing information: In this content it include all the production process of the
product. Like cost of production, cost of materiel and many more information which
related to manufacture department of the company. This data maintained by the manager
of the company in order to define relevant information about it.
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External sources: this information are outside of the business which assist in providing
important information to owner of the business. This information gather by various external
sources like governments agencies, private information providers and other competencies so that
they easily understand outsider activities which is not governed by the company. Market information: This is external part of the business which assist in evaluating
market trends and taste of customer. Marketing information helps organization to manage
their operational as well as business process that improve the quality of the firm in
appropriate manner.
 Competitor’s information: According to this information, Tickle can undertake the best
research to evaluate strategies which is used by the competitors so that company can
implement their best strategies to capture larger market share and take place in
competitive market.
1.4 Recommendations for improvement
For improvement there are large number of recommendation which provided to the
business organization to improve their process in order to attain positive results. Improvement in
actual and current knowledge is more important because it assist in increasing the business
outperformance in effective manner. Company should use computerised system in decision-
making so that they can take best decision in minimum time period (Ongori and Migiro, 2010).
This system is more helpful in providing important information regarding its competitors and
their steps which take in market to by competitors. This information helps in company to use
effective strategies to and make necessary changes in their process in order to capture larger
market share.
On the other hand, timely up gradation is also effective process which should be done by
company to define the best solution of issue by making relevant information. Information and
knowledge system of organization should include all relevant information as well as data about
all the department so that Tickle restaurant improve their quality of products and get higher
satisfaction by customers. Company use innovative method in their process so that they make
and introduce best products which are differ from other organizations so that large number of
customers are attracted and used their products.
For example, if company needs to improve customer services and expand their business.
They can conduct customer survey and feedback and improve their product in an effective
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manner. Additional, marketing department of Tickle restaurant provide additional services such
as internet, game zone and many more service in order to attract potential customer in an
effective manner.
TASK 2
2.1 Stakeholders in a decision making process
Stakeholder are the one who are important for Tickle Restaurant and also play crucial
role in its development. They are affect the business activities as well as actions. They are the
one who own share and invest within firm. Stakeholder are including creditors, employees,
government, suppliers and directors. On the other hand, mainly stakeholders can be of two types
which are as follows: Internal stakeholders: These type of stakeholder are existing within the company like
managers, employees and board of directors. They play important role in development of
the firm. In the case of Tickle Restaurant cousin maker, service provider, security
personal, loyal customers etc. related with the internal stakeholders.
 External stakeholders: These type of stakeholders include government, investors, clients,
customers and other local communities which affect the company performance as well as
its activities because they have interest in the company.
Both stakeholders are more important for every company so that firm should make strong
relationship which aid in contributing in company growth. Include stakeholders in company
decision making process is more beneficial because they give their point of view so that owner of
the business get positive result (Merchant, Elmer and Lurie, 2011). All these views are more
beneficial for firm to reduce conflicts and make effective decision in appropriate manner. It is
important responsibility of firm to introduce their stakeholders in order to measure their
importance so that they resolve all the complexity which arise in business process. Customers: The main responsibility of business organization to provide best shopping
experience. They provide large number of goods and service and also resolve all conflicts
which arise in customer’s mind. Customers are highly contributing in organisation
success at marketplace. Employee: Every staff member as well as employees should know about all the rules and
policies of the firm. It is business responsibility to provide healthy and safe working
environment and also give best opportunities which aid in growth of the employees. All
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member of organization should be collected feedback from employee on regular basis.
Exit interview is also done by the organization in order to achieve recommendation from
employees. Communities: A business organization is an integral part of the society. Therefore, they
need to maintain a good relationship with them. Tickle restaurant provide their
contribution to community in terms of CSR. For example, they can provide education to
poor kids which create an ideal image in the public. Suppliers: Transaction with dealer should be done in ethical manner (Kebede, 2010).
Management should deal with trusted suppliers for purchasing quality raw material. For
example, Tickle restaurant wants to expand their business. in this context, bank and other
financial institutional can be considered as a supplier.
 Government: There are various legislation which required for a business organization to
follow strictly. Tickle restaurant, conducting their business in UK, where they need to
provide all relevant information such as tax liability to the government.
2.2 Developing business relationship with stakeholders
Maintaining strong relationship with stakeholders is important for every organization as it
assists in achieving the desirable as well as positive results in an effective way. Communication
is one of the most important tools of building a positive relationship with stakeholders.
Therefore, Tickle restaurant required that to maintain harmonise relation with its stakeholders in
the longer run. There are some points which help in maintaining the relationship with
stakeholders like: Identify the stakeholders: There are various stakeholders which are having direct interest
on business such as employees, customers, suppliers, etc. (López-Nicolás and Meroño-
Cerdán, 2011). It is essential for the firm to identify these stakeholders and their influence
on business decision making. Their interest and ability increase the performance of
business in market and help in getting positive results. In the context of Tickle restaurant,
cousin maker, service provider, financial institutions, government body, suppliers of
different raw material for their products etc. Prioritize: From large number of stakeholders, some are very important for the
organization. So, it is manager’s duty to evaluate their needs as a priority. All these are
beneficial in achieving the organizational goals and objectives in an effective way.in the
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context of Tickle restaurant, investors want to get expected returns on investment from
company on the given time period which assist in maintaining strong relation in between
them. Understand needs: It is very important for organization to identify the needs of
stakeholders so that company can fulfil the same accordingly. It is manager’s
responsibility to understand stakeholder’s needs in order to achieve the set goals within
stipulated period of time. For example, Tickle restaurant can conduct feedback on regular
basis on their customer, so that they can identify customer changing needs and offer
products accordingly. Understand their expectations: Stakeholders are having many expectations. It is
manager’s responsibility to fulfil the same in an effective way. This will assist in
achieving the organizational goals and objectives along with improving quality of
business at marketplace. Tickle restaurant suppliers want to get time to time payment to
company so that they will be able to fulfil company and customer’s demand along with
building a strong relationship with them. Engaging: Communication is more important for every successful enterprise. In this,
two-way communication plays an essential role in business by which firm finds
innovative way to communicate with stakeholders.
 Monitor: Monitoring the performance of business is important for Tickle Restaurant so
that strong relationship can be maintained with the stakeholders. It is because; when
company’s performance will be good, only then stakeholders would desire to stay with
the firm in long run.
All these help in developing a strong relationship with stakeholders. Organization need to
take care of their stakeholders to maintain overall performance of company and gain competitive
advantage in the market.
2.3 Involving stakeholders in the decision making process
Decision making process is important for every type of organization which assist in
taking the best solution. In this process, stakeholders also play an important role in understanding
the complex situation and provide effective guidelines to resolve all obstacles in an appropriate
manner. Tickle restaurant involve stakeholders in their decision making process. There are some
steps of decision making which are as follows:
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 Identify the decision: First step is more important for company as well as manager to
clarify nature of decision taken by the manager to involve various stakeholders in this
process. For example: Company wants to increase their market share and so, it is an
important decision for the firm. Gather relevant information: In this step, the manager undertakes research to collect
relevant information about stakeholders and their needs so that they would easily take
better decision. This step defines the internal and external work of company that assist
manager to make an effective decision. In the given case, Tickle restaurant gather
relevant information about competitor’s food product price so that they set design its
pricing strategies in an effective manner. Identify the alternatives: According to this, the collected information defines possible
path and actions of various alternatives like price strategy which assist in taking an
effective decision about the products and services. For this, Tickle restaurant have many
alternatives of price strategies like to set the better cost of products to its customers.
These strategies can be involving discount pricing, premium pricing, psychological
pricing, competitive pricing etc. for their food items. Choose among alternatives: In this step, manager selects the best scheme as well as
alternatives like price strategies to set the product’s price. In this both suppliers and
customers comes together for setting the best price for the product. At this stage, Tickle
restaurant select competitive price approach which helps in gaining competitive
advantage. Take action: This is one of the most critical stage for Tickle restaurant to implement their
selected strategies in order to meet its long term objectives. Before, applying this
approach, marketing manager needs to conduct “test market” for collecting results. If
such evaluation beneficial for the company, that can be implement at large scale.
 Review decision and its consequence: This is the last stage where higher authorities of
Tickle restaurant review their overall decision and examine its benefits for the company.
if competitive pricing strategy increase their profit and sales. They need to continue with
this approach and vice versa.
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2.4 Strategies for improvement
Manage strong relationship with the customers is very important for an enterprise which
assist in adopting effective strategies. Tickle Restaurant use scheme to develop relation with
stakeholders in effective manner. At this stage, cited frim need to examine their approaches and
make improvement for the future performance. There are some strategies which used by
organization to improvement in relationship with stakeholders are as follows: Effective use of technology: Best technologies is more important for taking better
decision for future improvement in organizational process. Tickle restaurant can be use
various technology like Gmail, Facebook and many more app which assist in evaluating
and maintaining relationship with their stakeholders. So that, they contribute in decision
making process of the company for future improvement. Review of existing setup: It is manager responsibility to look at their process and
activities and find out the better solution of their problems which create in present setup.
It is more important to keep in mind about its objectives and goals in order to attain
positive outcomes in future time period. Review system is more important for business
organization to maintain efficiency in the firm and its activities.
 Implement a continuous improvement activity: For improvement of productivity in
future time period it is more important for the business to setting improvement process in
their regular activities so that they easily enhance their productivity and take better
decision.
TASK 3
3.1 Existing processes of communication in an organization
Communication is an effective process to transfer information from one person to another
in Tickle Restaurant. It is essential to exchange thought from sender to receiver (Holste and
Fields, 2010). Both are main and important parts of every communication process. For example,
cited firm using traditional communication approach which take time to make decision and
issues in sharing various relevant information. This process leads to increase cost and may lose
opportunity due to delay in decision making for Tickle restaurant.
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(Source: Blogger, 2016)
 Sender: In communication process, transmitter can be an individual or a group of people.
Sender is one person who send all the messages and information to other individuals. In
this process, effective communication process depends on the knowledge and skills of
sender. The person as well as sender can select oral and written method to transfer the
message to another person. Encoding: Sender uses various styles to deliver information to the receiver. Under this
process of communication, transmitter uses symbols to give message to receiver and they
easily understand their message. For maintaining effective communication, it is more
important for sender to use familiar symbol so that every receiver would understand the
message. Transmission: In this process of communication, sender uses a medium to deliver
message to receiver. They use medium which can be oral and written and sometimes,
they use common channels like telephone, letter and many more to exchange the
information in an effective way.
 Feedback: It is the last step where feedback is collected by the sender in order to know
about message that whether it is understood by receiver or not.
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Illustration 1: Types of communication process