Delivery in day(s): 5
In Unit 16 Managing Communications Assignment as an appointed Consultant in Star Printers London, have found that the business is going through a rough phase of reduced sales and profit margin. For overcoming this crisis situation SPL is in immediate need of strategizing effective communication.
London based, SPL is into printing industry that prints local magazines, business stationery like memos, letter heads and business cards. SPL has a wide range of diverse commercial interests and ensuring that the organization is well connected with local community is one of its priorities. Through this report SPL’s understanding of information and the knowledge needs will be evaluated. Benefits and impact of adopting strategies like personal networking on the process of decision making will be discussed. SPL needs to consider certain aspects for evolving its communication process and maintain the structures within the process for improving business efficiencies.
Decisions made within SPL are based on certain influencing factor hence, it needs to carefully plan it. The range of decisions taken within SPL is:
Information and knowledge are considered as the core element of decision making process and any effective decision should incorporate the relevant knowledge and information gathered during market research. For making an effective decision proper reviewing information and knowledge is immensely recommended. SPL can do this by studying. (Emeritus, 2012)
One can gather information through two types of resources i.e. internal and external sources which in this section will be identified and justified in SPL’s context.
The external sources of information consist of both primary and secondary sources of data that includes customer feedbacks, internet surfing for gaining ideas of advanced printing technologies and information about office design for reducing redundancy, scanning the market for observing competitors activities and their price strategies. SPL can introduce loyalty cards for understanding the customers buying behaviours. Data gathered while the distribution of loyalty cards can further help SPL in getting detailed information about the customers and their demands and taking adequate decisions more meeting them in order to deliver maximum satisfaction. Taking into consideration customer feedbacks, loyalty cards etc. emerge as SPL’s primary sources for gaining information. (Gsenviro, 2015)
External sources of information and understandings available outside SPL are:
Internal sources of information and understandings for SPL are:
The recommendations needed for improvement are:
Speaker notes: SPL takes various business decisions through directors, managers, and employees. The types of decisions usually based on its predictability. One can observe that computed decisions are forthright, monotonous and conventional and hence can be handled by establishing system and methods for example, stock ordering systems.
Other decisions are more diverse and unregulated hence, any definite system to take such decisions has not been evolved. SPL can contrast decision making by considering the availability of time. Stakeholders’ importance can be anticipated through their role within SPL.
For longstanding sustainability SPL seeks investment from shareholders and creditors, adheres to the governmental regulations, produces products preferred by customers, maintains healthy relations with suppliers and fulfill its CSR activities. Every stakeholder has a significant part in SPL’s growth hence, their needs must be fulfilled.
Speaker notes: The internal and external stakeholders identified have a significant role in SPL’s business. Hence, evolving healthy business and emotional relations with them is utmost important. It is essential of establishing communication with the stakeholders through methods like conference, meetings, mails, exhibitions and seminars for enhancing their involvement and engagement in attaining SPL’s business goals. Through communication, SPL can further involve stakeholders in the organisational objectives, decision making etc. simultaneously gaining their support and commitment.
Speaker notes: For bringing improvements into the process of decision-making, SPL can opt for routine based market evaluation strategy. This will equip the managers in gaining latest information of market trends, customer preferences, competitor strategies etc. needed for formulating effective business decisions. SPL can install ERP system further making it easier to collect, format, store and distribute information for future purposes. This will allow SPL in analyzing the new trends and maintaining stakeholders’ details. Although, installation of ERP system is costly but will give unlimited benefits to SPL in improving its decision makings and maintaining and monitoring its effectiveness.
Speaker notes: SPL can pursue these steps for all its identified stakeholders and this will further empower the management in maintaining and developing healthy and longstanding relations with them that is required for business growth.
Speaker Notes: Take for example, the HOD selects a brief message and informs or educates the line manager regarding the message. The line manager will further meet the employees by dividing them into smaller groups for conveying the message. Further, he/she will measure the retention of employees which if is above 40%, the cycle is repeated.
In the second method, SPL should repeat the important messages by implementing various modes of communication and encourage the employees in giving feedbacks. Once the line manager is done with the delivery of messages, the receiver should be asked to briefly explain what he/she understood. Use of different modes to communicate the information will improve the significance of the communication system
In the third method, SPL can teach the employees the art of listening. The receiver of information should give feedback. In case, the message is conveyed in a group meeting then meeting minutes should be provided.
In the final method, use of modern technologies will empower SPL to eliminate the system noise and reduce repetitions thereby, establishing faster communication that can be recorded for future reference.
The existing approaches for collecting, formatting, storing and dissemination of information and knowledge by SPL are done by:
Data Collection: for attaining any business objectives SPL is always is in need of data which further should be evaluated for achieving the desirable outcomes. At SPL, approaches like face to face interaction are used which is the best method of collecting customers feedback and responses. In addition, questionnaires are posted to customers either through post office or publish it in the local magazine. The Sales Executives make cold calls to potential customers or drop a newsletter into their mailing boxes. Understanding of customers’ preferences are analysed by SPL through effective online tools. (Expert Market, 2016)
The data collected is measured on the parameters of its usefulness and relevance. The measurement is done for finding how much data SPL will need to store, access and distribute.
SPL’s capacity of storing data is not so high hence, the storage space is limited
Recurrence of information is assessed according to its accessibility and applicability which also encompasses the availability of space
SPL has designed websites for collecting maximum data and tailoring them in accordance to the existing requirement.
SPL collects data by getting indulge into promotional techniques which allow them in gathering customer contacts information and other details which further can be monitored and tested for deriving desirable results. SPL mostly makes use of both traditional and modern ways for collecting, formatting, storing and disseminated the data for fulfilling the purpose of its objectives. (Expert Market, 2016)
Changes required for improving collection, formatting, storage and disseminated the information and knowledge within SPL can be done by:
Data Collection: in order to collect applicable data and information, SPL can gain methodical direction through market research for collecting and analyzing the data gathered for a certain purpose. Considering the existing situation of sales decline at SPL which means that customers are switching to its competitors. (Wang and Noe, 2010)
Market Research can help SPL in the following ways:
Storing: once the data is collected, it is stored for further evaluation. SPL can adopt modern tools and digital platforms like designing a database for storing the data in bulk amount for years that eventually can be used for future references. With the help of portable devices like pen drives, external hard disk drives, flash drives, DVD ROM, SPL can easily resolve its problem of storing data. In addition, advanced mobile applications like cloud storage, android application will also help SPL in storing chunks of data. With the use of data warehouse software, SPL can store unlimited data in its key database. (Wang and Noe, 2010)
Once the data is stored, SPL often needs to share the information with its stakeholders adequately. For presenting the data in meetings, SPL can make use of either written documents or digital presentations. In case of both documentation and presentations, SPL must ensure to maintain its visualisation for giving the information a professional look thereby, enhancing stakeholders’ interests. For making the presentation more captivating, tables, graphs, bar and pie charts should be used.
To improve the access to systems of information and knowledge, SPL can adopt strategies for integrating all the functions in a way that is depicted through the diagram below
By observing the diagram, one can understand that SPL needs to design the ways with the help of which it can effectively assimilate all the functions for delivering proper results. SPL needs to collect data by pursuing both quantitative and qualitative approach. For qualitative mode, SPL can involve focus groups to allow the experts to share their opinions and indulge into social media activities to assess the customer reviews. SPL can use surveys in the form of questionnaire, for gathering direct customer responses. Furthermore, evaluation of the data through software will not only save time but can also be quickly conveyed to the employees by arranging meetings or training events.
In this assignment, discussions have been made on the numerous areas of communication, knowledge and information. Level of decisions within SPL has been highlighted apart from internal and external sources of the information. Recommendations have been made on how to improve assessment of information and knowledge. SPL’s stakeholders have been identified and ways have been suggested in how they can be involved in the organizational activities. A brief discussion has been made of improving stakeholder relationships. Existing communication process of SPL is highlighted and ways are suggested in improving its effectiveness. Finally, a personal plan has been developed for improving the communication skills and collection, formatting, storage and dissemination of information and knowledge within SPL have been highlighted.
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