+4474648-84564 Managing Communications Knowledge and Information Assignment
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Unit 16 Managing Communications, Knowledge and Information
This unit has 4 key learning objectives which are given as under:
LO 1 Understand how to assess information and knowledge needs
1.1 Discuss the range of decisions to be taken
1.2 Examine the information and knowledge needed to ensure effective decision taking
1.3 Assess internal and external sources of information and understanding
1.4 Justify recommendations for improvement
LO2 Be able to create strategies to increase personal networking to widen involvement in the decision-making process
2.1 Identify stakeholders for a decision-making proces
2.2 Make contact with those identified and develop business relationships
2.3 Involve those identified in the decision making as appropriate
2.4 Design strategies for improvement
LO3 Be able to develop communication processes
3.1 Report on existing processes of communication in an organisation
3.2 Design ways to improve appropriateness
3.3 Implement improvements to ensure greater integration of systems of communication in that organisation
3.4 Create a personal plan to improve own communication skills
LO 4 Be able to improve systems relating to information and knowledge
4.1 Report on existing approaches to the collection, formatting, storage and dissemination of information and knowledge
4.2 Carry out appropriate changes to improve the collection, formatting, storage and dissemination of information and knowledge
4.3 Implement a strategy to improve access to systems of information and knowledge
Task 1 SCENARIO
For both tasks, you are required to assess the information and knowledge you need to be able to create strategies which will help you to establish your new business and then, when the time is right, help you to grow the business.
You plan to open a shop selling high quality foods, which you are sourcing directly from a non-UK country within the European Union. You must identify what information you will need in order to make a good case for your planned business start-up, especially with regard to sourcing finance and with regard to your other stakeholders.
Purpose of this assignment
For the first part of this assignment (Task 1) you are required to prepare a report which sets out the business case for setting up a new business venture. You will need to identify what knowledge and information you should include in your report to support your business case. You must also decide how to communicate this information to your current and future stakeholders.
LO1 Understand how to assess information and knowledge needs
Develop a report which will guide the reader through the process of setting up a business.
Your report should include the following.
- A discussion of the different decisions to be made and an examination of the information and knowledge required to make the decisions in relation to starting up a business (AC 1.1, 1.2)
- List of internal and external sources of information and understanding. Assess these sources and justify their suitability and reliability in relation to the business start up. (AC 1.3)
- Recommend any improvements in the methods used in the selection and analysis of information needed for business start ups. (AC 1.4)
LO 2 Be able to create strategies to increase personal networking to widen involvement in the decision-making process
- Identify a list of stakeholders whose actions may influence your decision making processes, in relation to starting up the above mentioned business. (AC 2.1)
- A selection of professionals and other stakeholders you should make contact with and ways to make contact with these individuals. Which methods you would use to develop a business relationship with these selected individuals. (AC 2.2)
- A plan to involve the identified people in the decision making process for example price strategy and location strategy applicable for this business start-up. (AC 2.3)
- Your plan should include a strategy for future improvements in this process. (AC 2.4)
Task 2
Managing Communications Knowledge and Information Assignment
Scenario
The second part of the assignment (Task 2) assumes that your business has been established and that you are planning to expand your operations. This could be through opening more outlets, by extending the goods and services you offer, or by developing other channels of distribution (eg establishing an on-line business).
Purpose:
Having established your business you are now thinking about expansion. The shop next door to you is a well- established café. The owner of the café has informed you he is about to retire and has offered you the chance to buy his business. You must identify what information you need in order to make a decision about whether or not to buy. You must also consider how you can develop your existing business processes – databases, stakeholder relations (suppliers, customers, the local community), marketing promotions – to ensure you can succeed in a competitive environment.
LO. 3: Be able to develop communication processes
You are required a produce a report which focuses on your plans to expand the business. Your report should address the following points, as they relate to the Unit 16 scenario.
- Report on existing processes of communication in the given case study and design ways by explaining the different communication processes which may be appropriate with regard to growing the business. (AC 3.1,AC 3.2 )
- By comparing the different communication processes explain how the needs of an up and running business differ from those of a business in its start-up phase. Describe how the development of existing processes (for managing information and communications) can help the business to grow effectively? How can the business implement improvements to ensure greater integration of systems of appropriate communication processes to support future growth. (AC 3.3)
- Given your role as the leader of your business, create a personal development plan for yourself which will help you to improve your own communication skills (AC 3.4)
LO4 Be able to improve systems relating to information and knowledge
- Report on existing approaches to the collection, formatting, storage and dissemination of information and knowledge in your business. (AC 4.1)
- Carry out appropriate changes to improve collection, formatting, storage and dissemination of information and knowledge. (AC 4.2)
- Implement a strategy to improve access to systems of information and knowledge which can be used to strengthen your business and help it to continue its future growth. (AC 4.3)
Solution Managing Communications, Knowledge, and Information
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. 5
1.4 Justify recommendations for improvement 5
Task 2. 6
2.1 Identify stakeholders for a decision-making process. 6
2.2 Make contact with those identified and develop business relationships. 7
2.3 Involve those identified in the decision making as appropriate. 7
2.4 Design strategies for improvement 8
Task 3. 8
3.1 Report on existing processes of communication in an organization. 8
3.2 Design ways to improve appropriateness. 9
3.3 Implement improvements to ensure greater integration of systems of communication in that organization 10
3.4 Create a personal plan to improve own communication skills. 10
Task 4. 11
4.1 Report on existing approaches to the collection, formatting, storage and dissemination of information and knowledge. 11
4.2 Carry out appropriate changes to improve the collection, formatting, storage and dissemination of information and knowledge. 12
4.3 Implement a strategy to improve access to systems of information and knowledge. 12
Conclusion. 13
References. 13
Introduction
In this present global business environment, managing the skills associated with the knowledge, communication and information is becoming a matter of deep concern for every business organization. It has become a top priority for every business concerns if they want to achieve sustainable growth and development of their organization. Due to the rapid advancement in the communication and technology sector the need of knowledge, communication and information is a prior need for attaining competitive advantages. Without proper management of knowledge, communication and information it is very to difficult for the organizations to attain those competitive advantages.
In this regard, this respective study concentrates on discussing different aspects of managing communication, knowledge and information in a business organization. This report also includes the brief discussion of different concepts, principles, and theories related with the effective management of communication, information and knowledge along with explaining the ways in which they influence the decision making process of the business concerns. For better understanding of the report, one of the leading fast food organization i.e. McDonald has been considered.
Task 1
1.1 Discuss the range of decisions to be taken
McDonald is one of the market leaders in the global fast food industry but for sustaining and maintaining its position in the market, it is crucial for the concerned organization to make effective decisions by efficient management of its information and interpreting the same significantly. Some of the major which must be considered by McDonald are:
- Strategic decisions are mainly considered as the core decisions which can influence the whole organization. The main strategic decision undertaken by McDonald will significantly influence the efficiency of the organization in achieving its goals and objectives. The strategic decision of McDonald comprises of performing SWOT analysis, determining sources of finance and expenditure, decision related with marketing strategy, product development (Scott-Conner, Torres and Thepjatri, 2008).
- The operational decision making of the McDonald is associated with the day-to-day operations. Such decisions are made for short-term horizon and therefore they are undertaken repetitively. Operations decisions are comprises of developing work schedules, framing training programs, operational administration and day-to-day work management (Scott-Conner, Torres and Thepjatri, 2008).
- The tactical decision making of McDonald mainly related with the implementation division of strategic decision taken by the organization. The tactical decision considered by McDonald comprises of developing efficient distribution channels, structure workflow, divisional plans, etc which helps in determining different phases of marketing strategies, fixing expenses in each phase, determining the workflow structure for promotion, etc (Scott-Conner, Torres and Thepjatri, 2008).
1.2 Examine the information and knowledge needed to ensure effective decision-taking
The role of information and knowledge has an indispensible role in sustainable growth of the fast food business organizations such as McDonald. Due to the massive size of the organization, the complexities in the business processes are also increasing with the passage of time. Hence, the requirement of higher level of knowledge, skills and expertise is also increasing. Due to the rapid transformation in the business environment and marketplace of McDonald, it highly impact the organizational efficiency for responding and interpreting those changes by the amount of knowledge and information the organization possesses (Saaty and Saaty, 2006). Each layers of management of McDonald are assigned with some responsibilities but they need proper knowledge and information so as to implement the procedures of effective decision making. However, the measurement of level of knowledge is difficult as the tactics and definite knowledge varies with the department (Saaty and Saaty, 2006).
It was also witnessed that McDonald is inclined towards adopting new technologies so as to anticipate the anticipating the changes and responding to those changes in effective decision making. Therefore, the knowledge and information of McDonald should be managed effectively through appropriate knowledge management methods for strengthening the on-going business processes, product development and strategic position. These can be achieved by developing knowledge that is exclusive, pioneering, inventive, etc in order to employ the same for organizational sustainability, innovation, competitive positioning strengthening, developing attractive working environment, increase in flexibility, etc (Saaty and Saaty, 2006).
1.3 Assess internal and external sources of information and understanding
There are two major sources of information and understanding known as internal and external sources in every business concerns. The internal sources of information are considered as the main resource implemented within the McDonald so as to gather the information for effective decision making. There are different departments in McDonald such as finance, human resource, strategic planning, marketing, operations, and other that uses the information and provides different documentation, knowledge management systems, newsletter, records, etc. That information will help in identifying the various discrepancies faced by the organization and framing potential solutions for the same. Moreover, it is also important to establish smooth flow of information among different departments with the help of appropriate communication strategies and information sharing systems (Lemberger and Morel, 2013).
Consequently, the external sources of McDonald encompass the external stakeholder such as customers, competitors, suppliers, government, etc. The information which is gathered from the external sources is mainly through feedbacks and descriptions. The external sources of information is crucial for the McDonald so as to determine the changing trends in taste and preferences of the customers, eating habits, market contingencies, etc which ultimately helps in major decision making. McDonald must put major emphasis the external sources of information so as to compete in the market effectively (Lemberger and Morel, 2013).
1.4 Justify recommendations for improvement
As McDonald is planning to open new fast food retail outlet, it needs more communication, information and knowledge systems in order to ascertain the requirements and needs of the target customers and enhancing its customer base in potential markets. If McDonald successfully frame and implement efficient communication strategy, it would be beneficial in establishing smooth flow of information in its various departments. Not only will that, but appropriate knowledge and information gathered from different sources of information also help the organization in developing its price and product strategy efficiently. Without such valuable information, it would be difficult for McDonald to consider the prevailing market trends, taste and preference of its consumers which may result in decrease in the customer base (Lemberger and Morel, 2013).
Task 2
2.1 Identify stakeholders for a decision-making process
It is essential for every business organization to identify its stakeholders for effective decision making process. The stakeholders are known as the group of individuals which have certain interest in the organization and their actions impact the performance of the organization. The stakeholders are categorized in internal and external stakeholders. The internal stakeholders of McDonald includes its managers, employees, shareholders and directors whereas, the external stakeholders includes the customers, suppliers, banks, governments, etc (Sanchez and Heene, 2005). There are various decision making processes associated with the compensation, financial issues, working hours, etc of McDonald that is highly influenced by its internal stakeholders. Consequently, the external stakeholder influences majority of the decision making processes of McDonald such as pricing strategies, marketing strategies, promotional strategy, distribution policies, etc (Sanchez and Heene, 2005). in that context, some of the major stakeholders are listed below:
There is a huge impact of both the stakeholders as well as the organization because organizational strategies are assimilating with both the stakeholders and organization. McDonald put major emphasis in making its customers loyal towards their brand so that it can result in obtaining long-term profitability (Sanchez and Heene, 2005). The suppliers also look towards supplying low-cost raw material to McDonald so that long-term association can be established with the organization. Similarly, government authorities must frame and implement such regulations and legislations which suit the business environment of McDonald. Moreover, the employees and managers must also attempt in increase or improving their efficiency so as to achieve growth and development of the concerned organization (Sanchez and Heene, 2005).
2.2 Make contact with those identified and develop business relationships
For attaining growth and development of the organization, it is essential for McDonald to engage with the stakeholders and developing business relationship with them. For the said purpose, McDonald must engage with them effectively. For proper establishment and operation of the new food restaurant of McDonald, the concerned organization must connect with all stakeholders in best possible ways as it would helpful for the organization in accomplishing the growth, development and success of new food restaurant (Ford, 2011). Some of the major activities that may assist the organization in developing healthy corporate relationship with its stakeholders are mentioned below:
2.3 Involve those identified in the decision making as appropriate
The procedure of stakeholder engagement is a crucial task which comprises of a series of vital and integrated activities which must be performed effectively by the business organization. An effective stakeholder engagement will allow McDonald to frame its organizational decisions more effectively and strategically as per its requirements. Thus, an efficient stakeholder communication plan is necessary for engaging the stakeholders of McDonald (Decision making process, 2013). The whole process of formulating the communication plan is stated below:
2.4 Design strategies for improvement
If the management of the McDonald wants to manage its stakeholders efficiently, then the concerned organization must implement some major strategies. This will ultimately help in improving the stakeholder engagement. Some of the strategies are mentioned below:
- Pleasing dining experiences, delicious and affordable food products, estimating the changing requirements through Customer Question Time, etc must be done by the McDonald. McDonald must also provide wide range of food products, identify and eradicate customer’s complaints, etc in a significant manner (Aaker, 2001).
- It is advisable for McDonald to assure that every employee working within the organization are treated with fair and equal practices in regards to working conditions, opportunities, health & safety, respect, attaining feedback, etc. In this way, employee efficiency can be enhanced effectively (Aaker, 2001).
- it will be beneficial for McDonald to provide employment and support to the communities in which it is operating. In this regard, the concerned organization must conduct food exhibition, public consultation, consumer panel, charity work, initiatives to reduce environmental pollution, etc (Aaker, 2001).
- McDonald must be inclined towards inculcating fair and honest treatment with its all suppliers along with enabling growth and opportunities, developing long-term relationships, etc in order to facilitate seamless production process (Aaker, 2001).
Task 3
3.1 Report on existing processes of communication in an organization
Communication process is crucial for smooth flow of operation within the organization. It refers to the process of exchanging meaningful ideas, thoughts, suggestions, etc among individual or groups of people. Some of the existing process of communication in McDonald comprises of various traditional yet effective means of interaction among the workforce. For instance, there are number of notice board within the production and management department (Smith and Mounter, 2008). There are various notice boards strictly for official use in which new procedures and policies are mentioned. In the production department of the concerned organization there are various production notice boards which are followed by the employees along with sleety notices. Not only that, McDonald also utilizes public notices boards for displaying its food items along with prices so that customers feel convenient while purchasing the same (Smith and Mounter, 2008).
The organization also utilizes the electronic notice boards which are also connected with the intranet and internet. It helps the concerned organization to communicate effectively with its customers and employees without any verbal and written exchange of words. The electronic boards help in providing details of every food items. Similarly, some communication equipments such as telephones, etc are also used in the organization. Most of the telephonic conversations which take place among the employees are the simple enquires from the sales team as to a lead time or confirming the availability of the food products (Smith and Mounter, 2008).
3.2 Design ways to improve appropriateness
It is essential to enhance the appropriateness of communication process within the organization. Various initiatives can be undertaken by the organization for enhancing the effectiveness of communication. Some of the proposals are mentioned below:
3.3 Implement improvements to ensure greater integration of systems of communication in that organization
Communication process especially in a start-up phase must be framed and implemented in such a way that its ensure great integration of interaction process among the employees of the organization. There are various ways developing the existing process which will assist the business in growing efficiently. Some of the important ways are explained below:
3.4 Create a personal plan to improve own communication skills
Improving personal communication skills will assist me in delivering quality performance as a manager in McDonald, a leading fast food organization in the world. For the said purpose, the personal plan for improving the communication skills are stated below:
Task 4
4.1 Report on existing approaches to the collection, formatting, storage and dissemination of information and knowledge
The existing methods of collecting, formatting, storing and disseminating the information and knowledge in McDonald are SAP and EIS. The organization gathers various data which are related with its customers, external and internal operations of the company, product related information, etc. The main approach utilized in the company is SAP which helps the organization in attaining data related with the business operations such as usage of raw materials, inventory, availability of different products, etc (Huotari and Iivonen, 2004).
McDonald also utilizes another system which is known as Executive Information system (EIS) which has significant role in collecting, formatting, storing and disseminating information and knowledge form both the internal and external organization. Not only that, but a complaint system is also developed by the concerned organization to collect information from the potential customers in the form of feedbacks. The data which are collected by utilizing both the EIS and SAP systems are further utilized for effective decision making and framing policies by the management (Huotari and Iivonen, 2004).
4.2 Carry out appropriate changes to improve the collection, formatting, storage and dissemination of information and knowledge
Data collecting and process is a complex process and frequent change in its process for such a huge business organization is not possible practically because the cost associated in implementing such changes is relatively higher compared to the benefits obtained from that change. However, McDonald has planned to implement a modern version of SAP system within its organization that will boost the organizational efficiency of collecting, formatting, storing and dissemination of information and knowledge (Law and Perez, 2005). Such modification and alteration in the process will have a comprehensive impact on the organizational performance because this particular system is more advanced and efficient compared to preceding version of the data processing systems. The modern systems will help in formatting the gathered data in such a manner that it will be beneficial during representing the same in different meeting for decision making. Not only is that, but the modern version of the SAP also possessed effective customer interface which is more efficient in generating customer orders which ultimately helps in reducing the level of time consumption as the process of manual placing of food orders in McDonald will be totally eradicated (Law and Perez, 2005).
4.3 Implement a strategy to improve access to systems of information and knowledge.
McDonald is one of the leading fast food organizations in the world whose raw materials for food products are mainly outsourced to other nations for sales proceeds. Hence, the concerned organization requires advanced strategies and policies for improving the access to systems of information and knowledge. The strategies must be framed so as to lick the culture of the concerned organization with the perceptions, perspective and attitudes of the employees (Law and Perez, 2005). It is noticed within the McDonald that the culture and perspectives of workers engaged in the production process frequently clashed with the organizational culture due to the inferior communication of its management (Law and Perez, 2005).
Managing Communications Knowledge and Information Assignment
There are various levels of control prevailing in McDonald which results in taking unnecessary time for a low level employee to communicate with the higher level management and authority of the organization. It has negative impact on the lower level employee in terms of organizational loyalty and ultimately results in low level of employee retention (Law and Perez, 2005). In such a condition, it is very necessary for the concerned organization to decide the hierarchy within the organization in order to ascertain the flow of command. Not only that, but it is also important for the organization to ensure that low level employee also take active participation in the decision making process of the organization which ultimately results in developing a sense of loyalty as well as motivation among the lower level employees (Law and Perez, 2005).
Conclusion
It can be concluded from the above mentioned discussion that in today’s business scenarios every business organization must make good communication, knowledge and information along with interpreting the same for achieving the goals and objectives of the organization. No doubt, McDonald is a market leader in its respective industry, but opening and establishing a new restaurant requires performing various activities for its success and growth. Therefore, this particular study has emphasized on providing various aspects related with the management of communication, knowledge and information.
References
Aaker, D. (2001). Developing business strategies. 1st ed. New York: J. Wiley.
https://punjabassignmenthelp.com/Decision making process. (2013). 1st ed. New York: Wiley-Liss.
Ford, D. (2011). Managing business relationships. 1st ed. Chichester, (England): J. Wiley.
Graham, I. (2009). Communication. 1st ed. Mankato, Minn.: QEB Pub.
Huotari, M. and Iivonen, M. (2004). Trust in knowledge management and systems in organizations. 1st ed. Hershey, Pa.: IGI Global (701 E. Chocolate Avenue, Hershey, Pennsylvania, 17033, USA).
Law, W. and Perez, K. (2005). Cross-cultural implementation of information system. 1st ed. Hershey, PA: Idea Group Pub.
Lemberger, P. and Morel, M. (2013). Managing Complexity of Information Systems. 1st ed. Hoboken: Wiley-ISTE [Imprint].
McIntosh, P., Luecke, R. and Davis, J. (2008). Interpersonal communication skills in the workplace. 1st ed. [New York]: American Management Association.
Saaty, T. and Saaty, T. (2006). Fundamentals of decision making and priority theory with the analytic hierarchy process. 1st ed. Pittsburgh, Pa.: RWS Publications.
Sanchez, R. and Heene, A. (2005). Competence perspectives on resources, stakeholders, and renewal. 1st ed. Amsterdam: Elsevier JAI.
Scott-Conner, C., Torres, J. and Thepjatri, N. (2008). The SAGES manual of strategic decision making. 1st ed. New York: Springer.
Smith, L. and Mounter, P. (2008). Effective internal communication. 1st ed. London: Kogan Page.
