Delivery in day(s): 5
Sharing information between various employees in an organization which is used to achieve objectives and goals of the organization is called business communication. Relaying of information in an organization is also called as business communication. There are various ways used in an organization for business communication such as web-based communication, video conferencing, reports, presentations, telephones, face to face meetings, suggestion boxes etc. Most important thing in an organization is to manage the information and knowledge. Decision making is very important and it depends a lot on the type of information being shared and type of knowledge employees in an organization have. (Guffey, 2010). Information will be collected from various internal and external sources. Implementing any new strategy and taking any crucial decision requires complete stakeholders analysis. Decision making requires involvement of all the stakeholders of an organization. Study of all the communication process is very important. This report will discuss various issues found in NHS England and will suggest ways to solve these issues. Technology these days plays a very important in managing information and knowledge. Improvement of systems will be discussed in this report. Communication skills are very important. This report will cover ways to improve communication skills of employees in an organization.
Choosing an option from various alternatives available is called decision making. Decision making requires lots of research and knowledge. All the stakeholders should be involved in taking decision. It has various steps starting from problem recognition. There are majorly two types of decisions i.e. programmed and non-programmed decisions. Programmed decisions are for routine tasks and we know the best possible solution. Nom-programmed decisions are for the issues which do not occur every time and issue is very new to all the stakeholders (Klein, 1993). In case of NHS Hospitals the two major issues are long waiting lists and Units and Hospitals closures. These issues will come under non-programmed decisions as organization does not know the best possible solution for the problem. Decision making situation is very uncertain and decision will be taken by high level management in this case. There can be various decisions to reducing the waiting time for customers. No. of doctors can be increased. Timing of doctor’s availability can be increased. Appointments can be given online and customer should know his number and time at which he can see the doctor. Number of patients visiting one doctor in a day can also be restricted.
To take effective decisions for the welfare of the organization appropriate information and knowledge is very important. This information can be collected from past data available. Knowledge can be collected from various stakeholders such as staff members, patients, doctors, owners etc. Patients will be able to explain the issue in a better way as they face the problem. Major issue in NHS Hospitals is long waiting lists and waiting time. Patients have to even wait for entire day for their turn to see the doctor. Following information and knowledge is required to take effective decision on the issue:
In the above task we noted down various information and knowledge points which will be collected from various internal and external sources. Business activity are required to collect and note down information and knowledge in a very appropriate way (Netherey, 2002). Some of the internal sources of information for NHS Hospital are as follows:
External sources can also be very helpful in collecting the information and knowledge required to deal with the problems. Following are some external sources to get information:
All the people or organizations that get impacted by the major decisions taken by the organization or by implementing any new strategy are called stakeholders of the organization. Stakeholder’s analysis is very important to find out the risks involved in the implementation of new decision or strategy (Goodpaster, 1991). Decision making process should involve various organizations and people because they will get impacted by the decisions taken by NHS hospital. Some of the internal major stakeholders of NHS Hospitals are:
Some of the external stakeholders of the organization are as follows:
Decision making process requires all the stakeholders to be involved except the competitors. Consumer and competitor’s research will help in taking major decisions for the welfare of the organization. Major contributors will be owners and the partners as they have the biggest stake involved in decision making. Supplier will also get impacted by the decisions taken by NHS Hospital as NHS growth will decide suppliers’ growth. NHS hospital need to explain the entire situation to the market research agencies to get better results from them. NHS hospital is government organization hence it is the major stakeholder which will be involved in decision making process.
Success of the organization depends a lot on the relationship with all the stakeholders of the organization. All the stakeholders should be happy with the decisions taken by NHS organization. Strategy should be beneficial for each and every stakeholder and it should be fair to each stakeholder. Sustainable growth can be achieved by having loyalty of the stakeholders in the longer run. Customer Relation Management i.e. CRM is the most commonly used software by the organization to build strong and long term relationships with the customers. NHS should hire an IT firm to implement CRM software in the organization. It will keep track of all the patients continuously and will help in taking decisions with the help of business intelligence. It will also help in promoting the hospitals and in improving the brand image of the organization. Supplier Chain Management i.e. SCM is another famous software implements in the organization and it helps in building loyalty with the suppliers of the organization. Taking suggestions and recommendations from all the stakeholders will also help in building stronger and long term relationship with them.
Main motive of stakeholders analysis in decision making is to involve them in the effective decision making process. Decision making process involves various steps from problem recognition, finding alternates; choose the best option to implement the finally selected option. Interaction with all the stakeholders is very important to involve them in the decision making. I suggest that NHS hospital executives should conduct a face to face meeting. In this meeting ideas and suggestion from each and every stakeholder should be noted down. All the stakeholders should understand their roles and responsibilities in dealing with the issues faced by NHS Hospitals. Each one should be given a chance to speak. Some of the patients or senior people should also be involved in the meeting so that they can explain the problem of long waiting lists and time. They are the one who are facing this problem and hence according to their convenience they will be able to show a right path. For e.g. we are taking decision regarding long waiting lists and time in NHS Hospital. Advantages and disadvantages of all the alternatives available should be discussed with each and every stakeholder and their suggestions and addition points should be noted down. Stakeholders should be co-operative with each other and they should avoid conflicts.
As mentioned above the first step to involve all the stakeholders is to have a face to face meeting with them. Personal networking should be improved by having continuous interaction with the stakeholders and that can be done by conducting a meeting once in a month with each and every stakeholder of NHS Hospital to know their concerns and issues. Social media can be used to improve the networking. Facebook, twitter etc. can be helpful. Giving responsibilities and taking status updates from the stakeholders will also be helpful in networking and in involving the stakeholders in decision making process (Buanes, 2004). Here are some of the recommendations to NHS hospital to reduce the problem of long waiting lists:
Managing information and knowledge has become of the major challenges for all the organizations in today’s world. NHS Hospitals were facing issues of long waiting lists and time. With the help of correct and accurate information sharing these types of issues can be resolved. Communication skills are very important to share right information and knowledge with right person. Employees in Thomas cook interact through various communication channels. Information sharing is also very important in colleges and schools. Information systems should also be used in universities for sharing information and knowledge. It makes the process effective and also saves lots of time and money.
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Buanes, A., Jentoft, S., Karlsen, G. R., Maurstad, A., & Søreng, S. 2004. In whose interest? An exploratory analysis of stakeholders in Norwegian coastal zone planning. Ocean & Coastal Management, 47(5), 207-223.
Goodpaster, K. E. 1991. Business ethics and stakeholder analysis. Business Ethics Quarterly, 53-73.
Guffey, M. E., & Loewy, D. 2010. Business communication: Process and product. Cengage Learning.