Managing Communication Report: Posh Nosh Ltd Case Study Analysis

This report examines communication management within Posh Nosh Ltd, a UK-based food business. It explores the range of decisions, including strategic, tactical, and operational, and the information required for effective decision-making. The report assesses internal and external information sour...Read More

MANAGING COMMUNICATION

Table of Contents
Introduction..........................................................................................................................................3
Task 1....................................................................................................................................................3
1.1 Discuss the range of decisions to be taken................................................................................3
1.2 Examine the information and knowledge needed to ensure effective decision taking..............4
1.3 Assess internal and external sources of information and understanding...................................4
1.4Justify recommendations for improvement ...............................................................................5
Task 2....................................................................................................................................................5
2.1....................................................................................................................................................5
2.3 Involve those identified in the decision making as appropriate.................................................6
2.4 Design strategies for improvement............................................................................................7
Task 3....................................................................................................................................................7
3.1 Report on existing processes of communication in an organisation..........................................7
3.2 Design ways to improve appropriateness..................................................................................8
3.3 Implement improvements to ensure greater integration of systems of communication in
organisation......................................................................................................................................9
Task 4....................................................................................................................................................9
4.1....................................................................................................................................................9
4.2..................................................................................................................................................10
4.3Implement a strategy to improve access to systems of information and knowledge...............11
Conclusion .........................................................................................................................................11
REFERENCES...................................................................................................................................12

Introduction
Communication having a great significant in the growth and development of each and every
business organization. There are various stakeholders which required to communication in an
effective manner such as customers, employees, investors, suppliers, government etc. Managing
communication is a systematic process which used to plan, design, implement and monitor in the
overall communication process within the business organization (Coombs, 2014). Apart from that
there are various functional department which require updated information in order to make various
decision effectively. There are various tools and techniques which can be used by the business
organization in order to maintain their relation in the long run. The present report is based on the
Posh Nosh Ltd which is one of the small business organization and operate their business in the
United Kingdom. They provide a high quality food to their customers which can help to enhanced
their customer loyalty and increase profitability of the company. So that they can attain their long
term goals and objectives in an effective manner (Griffin and Moorhead, 2011).
Task 1
1.1 Discuss the range of decisions to be taken
It is essential for a business unit is to make various decision which can help to provide competitive
advantage in the market. There are various decisions specially for a startup business. For a small
and medium enterprises, they required that to make their decision such as planning, organizing,
staffing, controlling activities. In the context of Posh Nosh Limited they required to make following
decisions as given bellow:
Strategic decision: These decision having a large impact on the future direction of the business.
These decisions are made by the higher authorities which is related with the designing and
developing new strategies. Apart from that they also want to expand their business which is too
significant for the consistent growth and development of the business. they communicate their
decisions to the line and department manager which can make tactics and arrange resources in order
to implement these decisions (Lee, 2010).
Tactical decisions: This is another types of decision which are made by the middle level managers
who are responsible for designing and development middle level tactics for the strategic decisions,
allocating resources and make their decision in order to attain their long term goals and objectives
in an effective manner. This is role of the manager is to communicate their decisions with the lower
level.

Operational decisions: These decision-making is related with the daily operations of the company.
Such decisions are make by the line manager so that they can implement their overall decisions in
an effective manner (Ochieng and Price, 2010).
1.2 Examine the information and knowledge needed to ensure effective decision taking
In every business organisation it is essential that managers get knowledge and information towrds
acheving goals and objectives. Managers of Posh Nosh, collect all the essentail tools that are able to
provide effective information reagrding decision making process of the company. Due to the
complexity of business maangers needs information and data in orde to take long terms decisions. It
plays an important role in suucess of every busienss organisation. The higher authorities are
required various information in order to make various critical decision-making which are related
with the the future growth of the company. For example, the cited business unit are required that to
expand their business for this they need the capacity and capabilities of their busisness so that they
can make their decision accordingly. On the other hand there are various information which are
required to the differenet functional department such as finance, marketing, HR etc. (Reda, 2013).
1.3 Assess internal and external sources of information and understanding
The main purpose of any organisation is to make an effective and powerful decision for business
growth and profit. The business uses some internal and external sources of information for effective
decision making. Posh Nosh limited is a food company they can use this resources for expending
their business.
Internal sources : The decision making process is totally based on top level management of the
organisation. The manager can collect the information from the different department in which
production, finance, marketing and human resource are included. For expand the business the
decision making process should be effective in nature for establishing business in other country the
manager need to collect the information on the basis of balance sheet, cash flow statement, sales
report. Posh Nosh limited can use evaluation method to identify their strength, weakness,
opportunity and threats. So the manager can evaluate the strength of the organisation and employee
and give them opportunity for growth. Posh Nosh have to reduce their weakness and threats for
making position in competitive environment (Rossetto, 2013).
External sources : the Posh Nosh limited can collect the information from the external resources in
which government policies, financial business group, market research are included. The firm can
follow the rules and regulation made by the government and through this the company can get the
current information about the government policies. The manager of Posh Nosh limited can conduct
a survey of market in which country the firm wants to expand their business through this they can

get the information about the needs and wants of the people and current trend in the area or country.
1.4Justify recommendations for improvement
All organisations are more focus on well performance of the organisation in the country the Posh
Nosh have to improve their information and system of knowledge so that they can perform well in
the market place of the country (Sayah, 2013). The manager of the firm can arrange or conduct an
information audit this audit is helpful in identifying the required information and data that is
efficient to make an effective decision making. For accomplishing the objective and target of an
enterprises the manager can conduct the knowledge audit and the resource can be examined by the
manager. By the use of information audit and knowledge audit the manager of the firm can improve
their information and knowledge system. The Posh Nosh limited give the chance to their employees
or workers for taking a active part in decision making process by this the manager can get the ideas,
and information from their worker so their satisfaction level can be increased. Workers can give
then support of the organisation in decision making process for make an effective decision. The
Posh Nosh limited adopt some modern technologies and store all the information about the firm in
the data base. Through this the firm can keep their data from the unlicensed users who can use the
data in wrong and false way (Song and et. al., 2012).
Task 2
2.1
It is essential for a business organization is to identify and determine their various stakeholders
which played a prominent role in the decision-making process. In the context of the cited business
organisation there are following stakeholders are given below:
Employees: Human resource are the valuable asset for the company, it can help to contribute in
order to achieve organisational goals and objectives. Therefore, it is the responsibilities of the
business unit is to provide training and development which can help to improve performance and
productivity in an effective manner. They also required that to use various tools and techniques
which can participate in to the decision-making process. For example, Posh Nosh Limited can use
open door policy which can help to increase their confidence level.
Suppliers: These are also important for the business unit which can provide materials and finance in
order to operate their business smoothly. In the context of the cited company they required to
provide relevant information and also involved in the various decision making. For example, they
can communicate with them and make sure that to maintain the product quality which can help to
increase customer loyalty (Lovejoy, Waters and Saxton, 2012).

Investor: The role of investor in to the growth and development of the business is too important,
because they can provide fund in order to expand their business in an effective manner. This is the
responsibilities of the cited business organisation is to provide relevant financial data and
information. They required to conduct annual meeting regarding to make various decision which are
related with the shareholders.
2.2
Organisation mostly focused on to satisfy their stakeholders and try to maintain a better relationship
with them. It is helpful in improving the performance of the firm. The major responsibilities of the
manager is to improve and develop the relationship with their internal and external stakeholders.
The Posh Nosh limited need to follow corporate social responsibility so that it is easy to build the
relationship with the others companies and other country's. Some major strategies and techniques
can be followed by the manager of the industry :
Quality rather than Quantity : Organisations basically focused to satisfy the needs and wants of the
customers. Every customer want a better quality product and for this they are ready to pay a fixed
amount of price (Vargo, 2011). The quantity of the product is less important then the quality so for
this Posh Nosh limited company have to focus on the quantity of the product than the quality of the
product. For this they can attract the large number of customers towards their product and service
and make a better place in the competitive market. And they can achieve the goal of the
organisations.
Two way communication : in today's organisation they mostly focuses on two way communication.
Posh Nosh limited adopt this process so widely through this process the manager of the firm can get
the review from their service users and customers. They can make changes in review and
suggestion if needed so the overall growth of the Posh Nosh can be improved.
2.3 Involve those identified in the decision making as appropriate
Decision-making is very important process in every organisation. Posh Nosh limited use this
technique in order to make the plan and design and strategies in an appropriate manner. First of all
the manager of the firm include their workers, employees, subordinates in the decision making
process so that the overall performance of the company can be improved. The main work of Posh
Nosh is to identify the needs, taste, and preferences of the customer's so their need can be satisfied
or fulfilled by the company. If the customer's of Nosh Posh are not satisfied with the service or
product on some misunderstanding or misleading basis then the manager can take reviews from the
customer's in order to make an effective decision (Laudon, Laudon and Brabston, 2011).
Workers, employees, and subordinates are the most important element in the organisation they are

very much helpful in achieving the goal of the organisation. And they are able to take the decision
related to the productivity of the service. They make the strategies for fulfilling the needs and
preferences of the customer. Distributors and suppliers are also provide better decision making
related to the quality of the products. The government can make the basic criteria for an enterprise
for making the decision according to employment lows these lows are beneficial for the firm and
their employees. For the all steps or strategies taking in action the overall performance can be
improved in an efficient manner (Yates and Paquette, 2011).
2.4 Design strategies for improvement
As per the given company, Posh Nosh Limited which operate 6 food store in the city of London.
The role of communication is having too important in order tom make their long term strategies and
plan. Food industry is a service based sector which required high quality products and services. It
can help to increase customer loyalty which can leads to increase profitability of the company
which is the common goal for each and every business organisation. In order to improve such things
they required to design and develop new strategies which are given below:
Improve food quality: This is essential for the cited business organisation is to conduct market
research which can help to identify customer changing needs and demand. With the help of such
information they can make design and make its food products accordingly.
Training and development: This is another significant strategy which can help to improve the
overall process and quality of service. For this, the Posh Nosh limited required that to provide
training and development over a period of time which can help to improve the performance and
productivity in an effective manner (Gronum, Verreynne and Kastelle, 2012).
Customer feedback: Feedback played an important role in the product and service improvement.
For this the cited business unit can conduct take feedback by using various tools and techniques
which can used in an appropriate manner. It can improve the customer service, increase customer
loyalty which can attain their long term gaols and objectives effectively.
Task 3
3.1 Report on existing processes of communication in an organisation
The proper and well communication process is the main reason of survival of an
organisation. The small departments of Posh Nosh limited and their efforts help the organisation to
achieve their goals and objectives. The business of food industry like restaurant is made up in small
small departments to fulfilling the needs and preferences of the customers and to achieve the goal of
the firm. They follow a communication structure for coordinated among the various small small

departments within the food enterprise by this they can communicate with each other in same
department or in other department also (Altman, Sabato and Wilson, 2010). This structure can be
formal and informal in nature. It is needed in every organisation so that their work can be
coordinated and the information passes in the right sequence and at the required time.
Posh Nosh limited use a specific communication system for smooth functioning of the work.
There is a head appointed in every department the important work of that person is to analyse and
collect required data for improvement of the firm. On the basis of collected data the report are
prepared and it is handed over to the department of managerial staff and then they make some
strategies on the basis of report which are needed to be implemented.
The team of business development gets the data and they are required to establish new
business of the restaurant through their selling techniques. The whole idea and plan is made for
accomplishing the vision and mission of the company (Cowling, Liu and Ledger, 2012).
3.2 Design ways to improve appropriateness
It is very essential for a business to make process of communication very effective and
efficient so that it helps to increase the productivity. For this purpose, Posh Nosh limited has to
make required changes in their communication process so that they can also meet with their future
needs. It is also very necessary for Posh Nosh limited to determine all factors which is related to
internal and external that may affect the communication process. In a food enterprise
communication is very essential between owner and its associates. It is also essential that there must
be a perfect intranet network system. In the modern times, there are various kinds of innovations
and technology that will used to make the process of communication more effective. There are
some tools of communication such as Skype, Google chat and other facilities which is related to
chat (Islam, M Khan, Obaidullah, 2011).
Posh Nosh limited can also store some data and information and that will be help them in
future period. Company can also make some important changes which is related to the
organisational culture that will also help to improve the communication system. If there is an open
communication in Posh Nosh limited then it will help to increase the interaction between employer
and employee of the company. Promoters of the company can also use simple language in the
meetings so that it can be easily understand by the employees and also helps to build up their
confidence level.
It is important for a business organisation is to make their communication process effective
which can help to increase efficiency and performance at the workplace. In order to improve their
communication they require to make changes which can meet the their future needs. There are

various factors which can influenced the communication process. In the present era, the role of
innovation and technology can help to increase productivity and efficiency. For example, the cited
business unit required to use gmail, chat, Skype and other tool in order to interact with each other.
Apart from that they also make an appropriate storage where they can store data and information
which can be saved for the future assess. They can installed an effective intranet within their
business organisation which is linked with various store and functional department of the company
(Forsman and Temel, 2011).
3.3 Implement improvements to ensure greater integration of systems of communication in
organisation
It is essential for a company is to make their communication skills which can improve their
performance in an appropriate manner. The manager of the cited business organisation is required
that to installed an integrated information technology system where the the staff of the company can
assess any information whenever they required (The Essential Roles of a Manager Decisions
Making: Strategic, Tactical and Operational Decisions Business Management, 2016). For example,
finance department can assess the data and information which is related with the customer sales,
current and future projection of sales and make their budget accordingly. Apart form that there are
various information which needs to the top management and make communicate with other
department at any time on any other specific topic. The most important thing in such integrated
system is that they can make their marketing strategies and implemented it in an effective manner.
For example, trough an appropriate communication system they can conduct market research and
store their customer data. With the help of such system they can improve their performance and
production which is too significant for the company (Bellucci, Borisov and Zazzaro, 2010).
3.4 Plan to improve communication skills
Communication plays an important role in improving skills of people. It helps in sharing the
ideas and felling with other persons. Some people have the ability to communicate well and some
people do not have. Communication needs practise and it can be developed with time and place.
There are different techniques that can be adopted to become good communicator and improve
communication skills.
Plans for improvement
Education is all concerned with leaning and having the basic knowledge but good
communicator have to practise whatever is learned because practice makes a man perfect in his
work. Communication can only be improved when the knowledge which we have gained can be
shared with other because sharing helps in increasing the knowledge of people and helps them in
achieving success.

Good Listening is an important tool for developing effective communications skills in
individuals. Listening requires attention and thus it is difficult things for many people. Learn to
listen with confidence to become a better and good communicator. Listening with own voice can
also be helpful in gaining confidence and to measure the listening effectiveness.
Humility is tendency to make mistakes by human beings in communication and the other
person can also misinterpret in pronunciation. There should be no hesitation in asking the correct
pronunciation if we does not know how to pronounce it in correct way.
Eye Contact is necessary for better communication. It helps in making the person confident
in his words. Some people struggle to make better communications with establishing the eye
contact and thus it is reflected as a tool that is adopted for communication policies. If proper eye
contact is not made than it results in making perception in the speaker mind that the person is shy.
Smile is an indicator of happy nature. It can help you to face difficult situations in a very
easy way. Always keep a smile on your face when you are interacting with others. Therefore it is the
medicine to all problems. Smily faces helps in solving the problems in an efficient and easy way.
Gestures should be proper to make the whole body move. Smaller gestures can be used for
smaller group and vise a versa they should be properly implemented in the plans and procedures of
the organisations. They same matter can be developed in plans and the policies which can help in
effective communication tools and techniques.
Task 4
4.1
The Posh Nosh limited use internal and external source of information in order to collect the
information abut the industry. All departments of the industry are very much related with each other
they are in a constant touch with each other for work or decision making purpose. There are so
many departments available in the organisation like functional department , operating department,
production department, management departmental, technical department etc. all functional
departments like finance, administration, management, marketing are included in this. They linked
together as to making and maintaining the flow of information and knowledge smoothly (Coombs,
2014). The worker or employee of all department are collect the information form every source and
provide a brief knowledge to the management of the firm. The Posh Nosh making financial
statement and analyse a critical review for predicting budget and forecasting it for future period.
The research and development department evaluate and motivate the performance of the employee.
The marketing department team making plan and strategies according to the needs and wants of the

customers like what kind of product they want and what quantity and quality the want in their
product. So that the company can improve their work strategy and technique as per these
requirements and leads to increase in position.
The finance team start working after the completion's of analytical aspects the finance team
evaluate the accounts and present them in a perfect tabular formate and income statement and
balance sheet is to be prepared. These all details give the summarised picture of the Posh Nosh
limited and it would predict about future (Griffin and Moorhead, 2011).
4.2
Posh nosh is one of the famous catering company across the globe and believes in serving their
customers best and hygienic food by considering their health and safety. The main motive of the
organization is to satisfy their customers with the effective and useful products by adopting a
attractive strategies to get possible results. Due to the emergence of new and advanced trends an
organization need to reform their existing policy by adopting other method and techniques of
performing their task and activities. Apart from this a cited organization try to improve the method
of collecting data, formatting, storage and dissemination of information and knowledge just to save
their time by adopting various effective techniques of gathering data . In fact an enterprise need to
adopt advanced technology to communicate across the globe as well as for storing the data or either
to acquire the knowledge of market research (Lee, 2010).
Basically a cited organization trying to improve their present scenario with the help of technology
to remove the old methods of running the business activities. In additional an organization needs
some relevant changes to achieve their company targets and objectives-
Introduction of advanced technology to complete the task as soon as possible.
Adoption of effective strategies.
Follow the appropriate planning and procedure to avoid mistakes and errors which might be occur
anytime.
Proper assumption of cost by utilising all the resources in a effective manner.
Accurate conversation and collaboration between employees and managers creates a healthy and
friendly relation to share more and more information and ideas.
Adopting of electronic devices to save the time of the organization or to complete their task and
activities in a minimum time period.
Last but not the least a cited organization need to reform their overall business overview with the
use of various effective strategies and planning procedure to improve their worst condition

(Managing communications effectively and efficiently. 2017).
4.3Implement a strategy to improve access to systems of information and knowledge.
For a food industry like restaurant it is very important to have all the information and knowledge
about day to day operations. It provide easy way of information. The information about the all
stakeholders that are part of the Posh Nosh limited their information are recorded in information
and knowledge systems . The stakeholders are the part of the decision-making, discussion, progress
and reviews. The firm need to update the issues, suggestion and feedback given by the customer's.
The support management play a vital role in this operating system. The food industry use some
technology and methods for improving the communication level among the customers and
employees just to achieve the desire result of the organisation (Ochieng and Price, 2010). The
manager communicate with the worker or employee the communication happen via some proper
channel or medium. The manager having some proper and formal communication with the workers.
The organisation use some modern media of communication like they could use microphones and
some wireless instruments to speed up their communication. Through this channel the employee
and the sub manager and workers are connected with each other for communicating and for better
work for the organisation. Through this medium they can directly talk with whom they want to talk
without any difficulty.
Conclusion
As per the above mentioned report it has been concluded that the role of communication in the
success of the business strategies is too significant. The report is discussed about the range of
decisions which are related with the different level such as strategic, operational and tactical. There
are various sources of information such as internal and external which can help to make effective
decision-making for the growth and development of the business. The report also explained about
the role of various stakeholders such as employees, customers, suppliers, distributors, investors in
the decision-making process so that the cited business organisation can attain their long term goals
and objectives. The report also concluded the different types of tools and techniques of
communicate which can help to provide competitive advantage in the market.

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Online
Managing communications effectively and efficiently. 2017. [Online]. Available
through:<https://www.pmi.org/learning/library/managing-communications-effectively-
efficiently-5916>. [Accessed on 15 May 2017].

The Essential Roles of a Manager Decisions Making: Strategic, Tactical and Operational Decisions
| Business Management. 2016. [Online]. Available
through:<http://www.yourarticlelibrary.com/information-technology/decisions-making-
strategic-tactical-and-operational-decisions-business-management/10271/>. [Accessed on
15 May 2017].