Communication System Improvement Plan for Apple Inc. - Report

This report provides an analysis of the existing communication structure at Apple Inc. and proposes methods to enhance the communication system, focusing on improving customer interaction through upgraded feedback forms, live chat features, and employee training. It emphasizes integrating these improvements to ensure effective data management and information security within the organization. Furthermore, the report includes a detailed plan for a CSM manager to improve their communication skills, addressing weaknesses through workshops, customer interactions, and vocabulary enhancement, with SMART objectives to ensure measurable and time-bound progress. The suggested improvements aim to equip managers with better writing skills for effective communication with customers via email and live chat.

TASK 3

3.1 Existing or anticipated communication structure
Being Assistant CSM, it is important to analyse the overall
communication structure of store and accordingly, to brief out the
effective and long-term communication process in Apple Inc. For
this, manager can make use of generic communication channels.
To conduct interaction with the same level of employees, manager
can make formal or informal meetings in order to gather feedback
and suggestions from them. To command or to make
announcement, internal memo can be used as the medium of
instruction. To provide information to all employees, emails and
notices can be used. Similarly, to keep in touch with the customers
and to gain their feedback, email, newsletter, company’s blog and
telephones can be used. Overall effectiveness can be gained by
adopting new and latest form of communication process

3.2 Methods to enhance communication system
CSM manager of Apple Inc. must look on bringing some
extent of improvement in its communication process. Manager can
redesign their method of communication by bringing up-gradation
in its feedback form which duly posted on the internet. Instead of
just a monotonous message, a live chat tag must be there which is
24-hour available to solve their queries. The blog and live chat will
help in satisfactory solving customer doubts and in gaining their
satisfaction from company. Proper training must be conducted to
enhance the communication skills of personnel who will be
communicating with customers through live chat column. They also
need training on making them acquainted with the ways in which
they can promote their products in an effective way.

3.3 Implementing improvements that assure greater
integration of system
Improvements must be bought in communication system to
endure integration of this system in Apple Inc. Each and every
customer is a key resource of information which is crucial for the
organization. Such information helps in competing with the
competitors effectively. Data can be centralised at one office which
is accessible only for the people who are working in the
organization. Secretive and information that are critical to company
must be only available to managers and should be restricted for
others. The data gathered from customers should not be leaked in
any manner to the outsiders.

3.4 Plan to improve own communication skills
Strengths Weaknesses
Strong listening skills
Ability to influence people
Good communication ability
Vocabulary is poor
Poor writing skills
Opportunities Threats
Regular customer interaction
Attending different workshop to make
improvements
Less interest in making improvements
Ego problem

Contd.
SMART objectives that will enhance the manager’s writing
skills-
➲Specific: I will enhance my vocabulary and writing skills by
attending different workshops, reading favourite author specific
books and regular customer interactions.
➲Measurable: Also, I will work on increasing my vocabulary by
learning professional terms and by improving my grammar
skills. The writing skills can be improved by writing reports and
researches.
➲Achievable: I have bought novels, English magazines etc. to
get acquainted with the terms easily. I have joined and
attended different workshop sessions for a week.
➲Realistic: Acquiring knowledge about different vocabulary
and writing skills through regular customer interactions and
through attending workshops.
➲Time-bound: I would enhance these skills by attending
workshop for 3 months.

D2
The proposed ways to overcome weaknesses are
reliable and effective because for daily interaction with
customers through mails and live chat, managers are required
to effectively have good writing skills to communicate with
them. Workshops and regular customer interaction will
automatically improve their skills.

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