Costa Coffee UK: Communication, Knowledge & Information Management

This report provides a detailed analysis of communication, knowledge, and information management strategies within Costa Coffee UK. It assesses information and knowledge needs, explores decision-making processes, and evaluates internal and external information sources. The report identifies key stakeholders for a new product launch, proposes communication channels, and designs an inclusive launch strategy. Furthermore, it examines Costa Coffee UK's communication structure, suggests improvements using recent technology, and outlines implementation plans for community engagement. A personal plan for enhancing communication skills is also included. The report also covers data collection, formatting, storage, and dissemination methods, recommending changes for improvement and implementing a user-friendly strategy for system access. The document concludes with an essay critically investigating the potential benefits of improving systems within Costa Coffee UK.

Managing Communication,
Knowledge and Information
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Contents
Introduction......................................................................................................................3
LO1 Understand how to assess information and knowledge needs.........................4
1.1 Provide detailed discussion on the various types of decisions to be taken
by the top management of Costa Coffee UK to devise the market development
plan. 4
1.2 Examine the information and knowledge that Costa Coffee UK has to
consider in making strategic and effective decisions.............................................6
1.3 Assess the present internal and external sources of information that are
available for Costa Coffee UK.....................................................................................7
M1 Critically evaluate internal and external sources of information in AC1.3
and demonstrate how beneficial for Costa Coffee UK in a decision-making
process......................................................................................................................9
1.4 Based on your analysis, present and justify your recommendations to
Costa Coffee UK to increase their current and potential customers...................10
LO2 Be able to create strategies to increase personal networking to widen
involvement in the decision making process.............................................................11
Introduction....................................................................................................................11
2.1 Identify five stakeholders that are important for Costa Coffee that you will
invite for launch.........................................................................................................11
2.2 Propose appropriate communication channels that are cost-effective to be
used to invite your identified stakeholders.............................................................12
2.3 Based on your identified stakeholders explain stakeholder’s interest and
feedback......................................................................................................................13
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2.4 Design all-inclusive strategy for the launch of Costa Coffee UK’s new
product to be outstanding and unforgettable.........................................................14
Conclusion.....................................................................................................................15
M2 Write a short reflective report on the outcome of the product launch and
include key areas of improvement needed for future events............................15
D1 Critically evaluate any three of the strategies you have applied in task two
to increase personal networking and also widen involvement in the product
launch of Costa Coffee..........................................................................................16
LO 3: Be able to develop communication processes...............................................17
3.1 Report the current Costa Coffee UK’s communication structure and system.
17
3.2 You are required to design methods to improvise the overall communication
systems at Costa Coffee UK with the emphasis on recent technology invention
with modernization....................................................................................................19
3.3 You are to provide with implementation plans that will improvise the current
communication mediums between Costa Coffee UK and the local community. 20
D2 Justify your conclusion, by showing how realistic is your proposed
communication strategy (AC 3.3), including advantages to the community...21
3.4 As you have taken up the responsibility in the Communication Department,
create a personal plan to improve your own communication skills....................22
M3. Based on your communication skills identified in AC 3.4, you are expected
to demonstrate how by improving your communication skill will be beneficial to
Costa Coffee UK.........................................................................................................23
Conclusion.....................................................................................................................23
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LO4: Be able to improve systems relating to information and knowledge.............24
4.1 Report on the current method of data collection, formatting, storage and
dissemination at Costa Coffee UK...............................................................................26
4.2 Conduct appropriate changes to improve the above-identified methods in
AC4.1 for Costa Coffee UK...........................................................................................28
4.3 Implement a user-friendly strategy that can improve access and usage of
systems in Costa Coffee UK.........................................................................................29
Slide 12: Thank you................................................................................................31
D3 As the Customer Service Manager, write a short essay in which you
critically investigate the potential benefits of improving systems to Costa
Coffee UK................................................................................................................32
Conclusion.....................................................................................................................33
References......................................................................................................................34
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Introduction
This unit helps in providing various opportunities for demonstrating how knowledge,
information, and communication can get developed. It is helpful for improving the
communication within the association so that positive environment can build up. The
systems of IT have been included in this unit. It is used as a tool of management for
storing, disseminating, collecting and providing the access to information and
knowledge as well. The business report in this unit helps in providing a detailed
discussion on different types of decisions which needs to be taken for the betterment of
the association. External and internal sources of information have also included in this
study in an appropriate manner. With the help of power point presentation and a short
essay, communication, knowledge and information has been explained in more detail.
By making development plans details are being provided in increasing communication.
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LO1 Understand how to assess information and knowledge needs
Introduction
This report includes various kinds of decisions which take place in the business for the
betterment of it. The knowledge and information of Costa coffee have also included in
making the strategic and effective decision.
1.1 Provide detailed discussion on the various types of decisions to be taken by
the top management of Costa Coffee UK to devise the market development
plan.
Some of the important decision are described below which are required by the top
management for devising the development plan of business-
(Figure 1: Types of decisions)
(Source: By Author)
 Operational decisions- According to Jordan, et. al., (2017), it comprises all the
assessment by the human resource management and all the activities of the business
by the operations manager. The operational decision includes workforce planning,
performance management, purchasing of extra required vehicles, adding more and
more digitalized machines for the growth of the business and etc. (Jordan, et. al., 2017)
 Strategic decisions- The strategic decision gets taken by the management of top
level. This kind of decision involves the long terms affect the business in terms of more
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Operational
decisions Strategic
decisions

profit and revenue. Investing in the CSR activities, CRM, e-magazines, the partnership
with franchisee business and etc. also get included in strategic decisions. All these kind
of decisions helps in growing the Costa Coffee UK better.
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1.2 Examine the information and knowledge that Costa Coffee UK has to consider
in making strategic and effective decisions.
In order to make the effective and strategic decision, it is very important to acquire all
the information from various factors which might be able to affect the strategies. Some
of those are discussed below-
 Customer’s feeling- In order to grow business efficiently, it is very important to
understand the needs and requirements of the customers so that their demands can get
fulfilled efficiently. The quality requirement or expectations should be perfectly applied in
decision making to run the business successfully.
 Competitors- According to Rowley, et. al., (2017), most of the businesses leads
with their own products and strategies. The competitors try to build their business more
successfully by knowing the strategies of others business. For standing in the
competitive market with efficiency it is important to be updated with the products and
strategies of the challengers. Including all these strategies into the decision making can
help the Costa Coffee UK to grow faster (Rowley, et. al., 2017)
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1.3 Assess the present internal and external sources of information that are
available for Costa Coffee UK.
The present external and internal sources of information which are available for Costa
Coffee UK is well defined below-
(Figure 2: Internal & External Sources)
(Source: LSEO., 2017)
Internal Sources External Sources
The internal sources include customer's
feedback, profit-making services, and
products, details of the employees, the
behaviour of the employees & customer’s
and etc. All these sources can get
obtained for understanding the process of
decision making in Costa Coffee UK. The
figures of Costa Coffee UK, financial
According to Fuller, et. al., (2017), the uses
of social media, website, research papers,
and journals are very useful as the external
sources for making the better decisions. It
helps in completing the customer's
expectations in most appropriate manner.
The newspapers and social media also help
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records, profit and loss statement,
summary sheets, and weekly reports
greatly help in the decision making of the
business.
in getting the knowledge of the services by
the competitors. It helps in improving the
services for the customer's satisfaction in a
much better way (Fuller, et. al., 2017).
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M1 Critically evaluate internal and external sources of information in AC1.3 and
demonstrate how beneficial for Costa Coffee UK in a decision-making process.
It is well known that in order to run business for longer, satisfying the customer’s is very
important. According to Jordan, et. al., (2017), the internal sources like taking the
feedback from the customers, taking care of those products and services which are
making the effective profit and etc. help in taking the fruitful decisions in Costa Coffee
UK. The external sources like the research papers, journals and etc. also help in
understanding the actual scenario of competition in the market. This kind of information
helps in taking the effective decision for the betterment of the business (Jordan, et. al.,
2017)
According to Trantopoulos, et. al., (2017), after understanding the customer's demand it
gets easier to help them with the same and to satisfy them so that business can grow
positively. That's the reason that feedback and experience of the customers help the
business to grow with positivity. The social media, website, journals helps in finding out
the level of completion including the interest of the customers. This kind of information's
helps in taking the efficient decision for the betterment of the business (Trantopoulos,
et. al., 2017)
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1.4 Based on your analysis, present and justify your recommendations to
Costa Coffee UK to increase their current and potential customers.
The Costa Coffee UK tries hard to make their customer feel happy and satisfied in the
best possible manner. In order to increase the potential and current customer’s some
the recommendations are suggested below-
 According to Trantopoulos, et. al., (2017), the collection of customer’s feedback
can help the business in improving their services according to the needs and
requirements of the customer’s.
 By behaving familiar with the customer’s the experience of the buyers can get
enhanced in the positive manner which will help the business in more efficient manner.
 Managing the activities and taking the decisions at a real time would be a great
help for the growth of the business (Trantopoulos, et. al., 2017)
 The door to door services might become a greater way of expanding the
business globally by satisfying the customers.
Conclusion
The analysis and justifications for increasing the numbers of customers have taken
place in this report. This report also includes the evaluation in between of internal and
external sources of information.
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