Business Case Report: Communication Changes at Luton Town Residences

This report presents a comprehensive business case analysis for communication and collaboration improvements at Luton Town Residences, focusing on challenges faced during the COVID-19 pandemic. The report explores various business options, including "do nothing," "do the minimum," and "do something else," with the latter being the recommended approach involving infrastructure upgrades. It details the expected benefits, such as improved service quality, customer satisfaction, and profitability, while also acknowledging potential dis-benefits like high investment costs. The report includes a project timescale, cost analysis, and a reflective summary using the Gibbs reflective cycle, highlighting key learning experiences related to change management. The overall aim is to address communication issues and enhance operational efficiency within the organization.

PROJECT BUSINESS CASE
REPORT

Table of Contents
INTRODUCTION.......................................................................................................................................3
Part 1...........................................................................................................................................................4
Executive summary................................................................................................................................4
Reason....................................................................................................................................................4
Business option.......................................................................................................................................4
Expected benefits....................................................................................................................................6
Expected dis-benefits..............................................................................................................................6
Timescale...............................................................................................................................................7
Cost........................................................................................................................................................9
CONCLUSION......................................................................................................................................9
Part 2...........................................................................................................................................................9
Reflection...............................................................................................................................................9
CONCLUSION.........................................................................................................................................12
REFERENCES..........................................................................................................................................13

INTRODUCTION
Communication and collaboration changes are defined as the modification addressed to
improve interaction between departments and different stakeholders associated with the
organization. This report is based on the case study of Luton Town Residences in respect to its
communication and coordination practices. This project will demonstrate different ways to
address the problem business entity is facing at this point in time. Various business options will
demonstrate to address respective issue or problem company is facing at this point in time. What
benefits business entity expecting against the possible solutions are implemented will also
demonstrate in this project. Expected level of advantages organization will address against the
possible solutions implemented by the entity. Potential demerits attached with the solution
addressed by the entity will also demonstrate in this report. Timescale in respect to project and
also associated with the benefits against the project will also demonstrate in this project.
Potential cost incurred to address the respective issue will also reflect. Furthermore, this project
will address the reflective summary demonstrate the key learning against the project entertained.
Part 1
Executive summary
Communication is among the key area of practice associated with the business entity. In
order to deliver every single functional area successfully organization required to communicate
with its stakeholder. In the time of covid communication of Luton Town Residences could suffer
significantly. This study has given emphasis over the possible solutions like infrastructure
improvement and many other to address respective issue.
Reason
COVID 19 pandemic has been a huge challenge for the entities at a global level. The
major breach addressed in the time of the pandemic is in communication. Communication glitch
could create a delay in responding to emails of customers in market. Employees also face issue
in communication with other respective people p[art of entity. Consumer issues are also not get
solved in this time. Employee also faced issues as they were not able to work under the remote
areas of country. Proper system of communication were completely unavailable in this whole
situation (Derks, Giessen and Winkel, 2020). The key reason behind delivering this whole study
is ghat there are plenty of issues Luton Town Residences faced in the time of COVID especially

in context to the communication with different stakeholders associated with the business. The
reason behind delivering this study is to know potential solutions that could have been
implemented to overcome different barriers identified by the organization in the time of COVID.
Business option
Addressing any issue seek significant level of time and other financial resources.
Management of Luton Town Residences carry certain options that can allow overcoming
different barriers associated with the issues it has faced in the time of pandemic (Foraker and
et.al., 2021). All possible options available in front of the entity can be projected in the following
points.
Do nothing option
Under this option entity will decide to do nothing against the problem or issue it has
faced. Covid 19 crisis was treated as a pandemic which arise only once in a while. As this is not
a regular situation which organization need to address in the coursed of delivering operations.
This situation was only spontaneous and arises out of some abnormal situation. There is not any
other possibility in near future that this will occur again and stop everything like it did earlier. To
address any issue organization required to invest significant amount of time and financial
resources in addressing any of the issue. It gets really costly to find a proper solution which also
contain risk element (Gandasari and Dwidienawati, 2020). As it already mentioned earlier
COVID is a once in a while situation and three is not any expected circumstances in near future
that business entity will be required to face the same situation. This option is available with the
business entity where it does not approach to any choice or practice to deal with the respective
challenge. This option will allow the antiabortionist to use the same practices and system to
communicate with all the stakeholders part of the organization and also to operate all practices in
same way. As employees are also used too with the system of coordination with other employees
at the work place they can also continue the same practices. This option is feasible as it will not
required any cost to invest.
Do the minimum
Do the minimum is another key option available in front of the organization to address
different issues identified in the time of COVID. Under this Luton Town Residences has a choice

to make small changes that can allow some control over different issues identified. Under this
management segregate all issues in top to bottom and based on the priority it analysis the
possible solutions of dealing with the issue. Do the minimum will involve install the latest
software to communicate with customers and other stakeholders. Software will also favor the
employee to coordinate with other colleagues over information system (Jovanović and et.al.,
2020). This will also contain the up-gradation of the existing system use by the entity. This
option is safe as the pandemic is a situation that occurs only once in a while and this is not
expected to face the same situation in near future again where lock down required to imposed by
the government. This is an effective option available in front of the Luton Town Residences to
address different issues identified in the COVID 19 situation.
Do something else
Do something else is a key option avail;able in front of the Luton Town Residences to
overcome different issues rel;ated to communication faced by the organization in the time of
COVID. In this approach organization has a choice where it can install new system of
communication, upgrade all existing system, make some infrastructural changes to overcome
different barriers involve in communication with customers and employees at work place.
Infrastructural development and improvement will motivate to the organization to achieve the
best level of work efficiency as employee will get coordination with other employees and also
with customers in market. Pandemic shown the Luton Town Residences what are the technical
and operational glitches part of the system and practices used by the organization (Khatleli,
2020). This practice will allow the entity to overcome all the technical and operation related to
the functions of the entity. This option will provide a significant advantage to the Luton Town
Residences in process of achieving the best level of work efficiency.
The above mentioned choices are available in front of the Luton Town Residences. Luton
Town Residences can choose the last option where it needs to do something else. This will allow
the entity to overcome all different barriers that will allow the organization to overcome different
issues involved under the operation and functional practices used by it.
Expected benefits
The option chosen by the Luton Town Residences is done something else in which it
takes big decision like modifying the infrastructure of the entity. This option will provide a

significant advantage to the organization to Luton Town Residences to improve its potential to
achieve the best level of operation efficiency. This will further improve the quality of operations
entertained by the organization. Customer satisfaction will also improve as employees get to
solve and respond the customers over a timely basis. The potential advantage associated with the
entity is that it can cherish its brand value in the respective market with the support of this
practice. In term of quantitative entity will gain better and more effective profitability. It is
anticipated that it will increase the profitability by 20% to 30% as a result of this practice (Lee
and et.al., 2020). Customer satisfaction will also improve that will further improve the brand
value of the organization in respective market.
Expected dis-benefits
Installation of the third option which is do something else contain various demerits in
favor of the Luton Town Residences. As installation of new system and infrastructure
development require investment of resources of the entity. Risk also associated with the
investment made by the organization (Liang and et.al., 2020). As the pandemic is a once in a
while situation so it is also possible that all this investment is not useful for the organization as it
can sustain its operation flow like it is containing before the time of COVID.
Timescale
Project Timescale
Week 1 2 3 4 5 6 7 8 9
Aim
and
objectiv
es
Market
research
Plannin
g

Team
formati
on
Implem
entation
Control
and
evaluati
on
Introduc
e the
change
Project Benefits
Mont
hs
1 2 3 4 5 6 7 8 9 10 11 12
Impro
ved
servic
e
qualit
y of
servic
es
Impro
ved
produ

ctivit
y
Impro
ve
custo
mer
satisf
action
Impro
ve
sales
of
comp
any
Impro
ve
brand
value
Boost
growt
h
Cost
Overall cost incurred over this project will be segregated into the project cost and
ongoing operation and maintenance cost. Implementation will require overall investment of
£1500000. Further the operation and maintenance budget for the project is £500000. This total
cost will support the organization to achieve all potential level of advantages against the project.
As the Luton Town Residences required to make some major changes in the organization so the

overall cost needed is also significant. This will allow the business entity to cover up all major
expenditures needed to implement the entire project.
CONCLUSION
Advancement in organization infrastructure and system will require up gradation of system,
machinery and all other equipment. Information technology system will motivate the entity to achieve
best level of control in communication, interaction, growth and development of organization. Different
advantage like improved communication with customers, enhanced profitability and brand value and
different other advantages will be gained by the entity. This cost is all based on estimation so risk is
significant in the project. Pandemic is a once in a while situation so it is also possible that business entity
do not get any significant advantages against the investment made.
Part 2
Reflection
Gibbs reflective cycle model is diversified in nature contain different factors like
description, feelings, evaluation, analysis, conclusion and action plan. All these are the different
stages included in the model that can be demonstrated in the following ways.
Description
This entire situation of this project is based on the COVID situation. This time the
complete shut down occurred over the premises of Luton Town Residences. This could cause to
a situation where proper revert could not establish between entity and its customer base,
employees were also unable to communicate with each other and plenty of other issues that
could cause to many problems. I was involved in assessment of the entire situation the way
business got affected and influenced. I also become a part of the committee established to
analysis the whole situation. I was a part of the team involved in taking actions to address the
situation. The result of the entire process is that proper infrastructural; change management
occurred at the organization. The end result of this entire practice is that I got to experience the
practices like change management at organization level that is further causes to learn many
skills. This could allow me to achieve the best level of growth in term of skill and personality
(Maani and Galea, 2020). This entire situation was completely abnormal as the pandemic type of
situation never arise in my life that could further provide a different experience as an individual.
Feelings

I feel that this entire situation was a big learning opportunity for me. This situation was
completely different as lock down was imposed that could stop all machinery and system
established to deliver the operations. I was nervous before the COVID imposed. Along with me
other people were also scared due to the work from home like situation. None of us has
experienced this before which made us more confused how the functions and operations will
entertained and also the implementation will make of the usual responsibilities. The entire
situation was completely new for all of us so everyone was scared and nervous to face the
situation. The doubt were also there in respect to how the communication will be established in
all the peoples and employees (Mehar, 2021). This entire situation is proved as a huge
opportunity to impose certain changes like in infrastructure, information technology system and
many other changes are imposed. Now as the situation has gone through everyone become more
confident and normal as they all faced it with positive attitude and mindset. Some skills like
communication, numeracy, ICT, Problem solving and team working are also developed due to
this entire situation.
Evaluation
This entire situation of COVID 19 and further change management in our organization is
a massive learning opportunity. There are some many aspects like developing new skills like
decision-making, ICT, team working, communication and many other skills that are improved
which are considered as the positive aspect of the entire situation (Ndiaye and et.al., 2020). Some
negative areas like dissatisfaction of customers, employees were completely unable to coordinate
effectively, work efficiency and many other causes also suffered as a result of this situation. This
entire situation could effect both the manners positive and negative. I also coordinated with other
employees to motivate them in facing the same situation.
Analysis
I could analysis that the entire situation was a huge growth opportunity at an individual
level. I could analysis that some of my skills has improved due to the entire situation. I could
grow abilities like communication, team working, problem solving, ICT and many other aspects.
I could also face some weak areas like reduced work efficiency and also entertained low
customer satisfaction. I can analysis that this entire situation could also prove as a positive aspect

as Luton Town Residences get to improve and upgrade its infrastructure to make some crucial
changes. This will further boost the growth rate of the organization.
Conclusion
I can conclude that I get to learn some major skills like communication, ICT, problem
solving, team working and many such abilities. These skills and abilities will empower in
achieving high growth opportunities in the respective market. I also faced some challenges like
coordination issues, time management issues, productivity issues and many such issues due to
this entire situation. I also faced some challenges in time and work management, critical aspects
and also in respect to market analysis. I also identified that I am less innovative and creative that
also restrict the ability to achieve the best level of growth possibility as an individual.
Action Plan
Area of
improvement
Actions Resources Evaluation Time
Time
management
Professional
guidance,
seminars,
preparing short
term goals, work
segregation and
other such
practices.
YouTube,
Internet and
financial
resources.
Performance
based assessment
and evaluation
will be done.
4 weeks
Work
management
Short term and
long term goals,
clarifies
objectives, videos
and seminars of
professionals
(Nouri and et.al.,
YouTube,
internet, books
and personal
sessions.
Feedback of
colleagues and
personal
assessment.
4 weeks

2020).
Critical mindset Mind games,
books, journals,
newspapers,
reading case
studios and
seminars.
Library, financial
resources and
internet (Ullah
and et.al., 2021).
Evaluation will be
based on results.
5 weeks
CONCLUSION
Luton Town Residences ended to implement the latest technological tools and systems.
Change management in respect to communication tools, software, infrastructural development
and other such areas needed to implement.