The Communication is one of important concept in all sectors around the world. Therefore if there is no effective and correct commutations among individuals or organizations, every this is misled. For carry out the proper organizational process we have to maintain good communication system within the organizations.
Under this report we are going to identify what is the significance of a business networking and weaknesses of decision making process also give recommendations to improve the decision making process.
This report provides what the internal and external sources of information to getting information to organization. Also after evaluating the sources we can be able to select the best sources of information.
The ABC is one of leading educational institute in Sri Lanka.It provides Professional courses like Chartered accountancy, AAT, Banking and ect.Also There are A/L classes in commerce streem.Their main customers are students. Therefore they have to maintain good data base on students. Through this report it will be covered.
Every organization has organizational hierarchy which is including top, middle and operational management. Hence they are responsible parties for taking every decisions. Under this report we are going to identify the weaknesses of decision making process and recommendations for action plan.
Finally I would like to mention that through this report we will be able to get this session managing communications, information and knowledge.
01. Introduction of Organizational Hierarchy.
The organizational structure is a hierarchy of people and its functions. The organizational structure tells us the character of an organization and the values and believes in.There are two types of structures called flat hierarchy and tall hierarchy. Although the organization follows a particular structure, there can be departments and teams following some other organizational structure in exceptional cases.
Generally the organizational structure can be seen as follows.
- The Organizational Hierarchy of the ABC .
Head of the ABC
Head of the management
(Matara, Kegalle, Kandy)
1.2. Different levels of management and decisions made by each level of management.
The management can be divided into 3 levels such as top management, middle level management and operational management. Also we’ll see what their duties are in decision making process.
|Top management||Top management should state mission, vision and plans of the organization. They need a strategic plan. Top management controls, guide and coordinates the middle level. They provide plans to middle level to implement.|
|Middle management||They should report to the top management. They coordinate operational level. Also they implement plans which are provided by the top management. Middle level managers are the bridge between top management and operational management.|
|Operational management||Also called first-line management. This is the level directly responsible for employees. By choosing their own goals on a daily, weekly or monthly basis, operational management accomplishes the objectives of middle management.|
Then we’ll see, when there is a decision taken by top management and how it is affected to the tactical management and operational management.
There is a syllabus change in chartered accountancy and reduced to three stages from four stages, so we’ll see how it is affected to the other levels and to the overall organization.
|Top management||Head of the ABC and Lecture panel is initially affected to this syllabus change. They have re arrange classes.Inilially they should have plan to how implement this among students. They decide class fees and so on.|
|Middle Level||The top of the management and branch managers should broadcast this among their staff and students according to the strategic plan.|
|Operational management||They directly link with the students and they are supervised by Mr.Upali. They check the class cards when students are entering the class. They distribute hand bills and informed children about this new change.|
02. Internal and External sources of information.
The sources of information that we use can be primary information or information that we obtain from ourselves inside the organization. Information is most important the success of any organization because we can identify weaknesses and take corrective actions for that failures and for innovations and improvements of our products so information is essential. Therefore sources of information can be divided into two categories such as internal sources and external sources.
2.1. Sources of information for the ABC.
Internal information sources can be defined as follows.
- Financial Information.
Financial information is information related to the performance and profit and loss of the company. This will include information on how much you receive from students as class fees, how much you pay staff includes lecturers, card markers, managers and other service providers, the cost of rates and taxes for the government that they pay as an educational institute. To monitor the financial information they need to have a financial controller or accountant to ensure that the organization continues to operate and generate a profit. Therefore they have chartered accountants for carrying on Commerce A/L classes and professional accountancy courses with qualified chartered accountants.
- Personnel Information.
Personnel information is information held by the company on their staff and the ABC should carry on personnel files for each employee such as Lecturers, Card markers, Branch staff details and etc. This information must be freely available to the employee any time that they request it.
Personnel information can be used to monitor how long an employee has worked for the organization and if they entitled to a salary increments due to this based on the company policy. Other information may be held such as the performance of the lecturers, how the staff dealt with students and so on. Also the organization should certify the qualifications and services of the staff to students and parents.
- Marketing Information.
Marketing information is most important to ABC for they have competitors as educational institutes like JMC, NIBM, ICBT, and WISDOM.Therfore they have to compete with the competitors. Hence the marketing team can collect information from different sources such as students and head hunting is one of successful source to get information. Marketing information can be obtained using external sources or by using surveys to see what students like or dislike about their services. This information can be used to streamline or improve your business and keep customers happy.
External information sources.
External sources of information then they must be sure of the reliability of the data sources. Therefore we’ll see what external sources of information are.
This is one of reliable information source. Any kind of organization need to use important legal information from the government to help run the business successfully and legally. As an example to ensure that the ABC pay accurate amounts and overtime payments to the employees according to the wage and office ect.Also for the tax purpose, the government collect information about the ABC .
- Databases & Research.
The institute can research information that might help them increase the quality of services and level of interest in students. The key thing to researching information that helps run the organization to ensure it is accurate and reliable. The ABC normally pay to access commercially available databases of A/L students on focusing on Chartered accountancy.
When using any external information source it is absolutely essential to be sure about the reliability of the data sources and sometimes it is worth paying to access relevant information.
- Trade Groupings(Branch information)
A trade grouping is a group of businesses that operate within the same sector and not within the same location. For example there are several branches at Mathara, Kegalle and Kandy. Then for administrative purpose and to control them, the head office of ABC needs information regarding branches. The head office is located in Pamankada, Kirulupona. As a business being a member of a trade grouping enables you to access information that helps you run your business successfully.
03. Introduction of the communication matrix.
The communication matrix is an assessment tool designed to pinpoint exactly how an individual is communicating and to provide a framework for determining logical communication goals. It allows to think through how to communicate most efficiently and effectively to the various constitutes.
The process of the matrix can be derived as follows.
First we should identify who are the stakeholders. There are many king of stakeholders such as customers, managers, community, and government and so on.
Next step is to identify the communication needs of each stakeholder. For each of the stakeholders identified above, determine what their communications needs are. For instance, certain managers have a need for ongoing status information.
3.1. The existing reporting process of the ABC (With suitable example)
There is some issue on one Business level student regarding the class fees. The card checkers has levied fees which is higher the normal fees. (Normal fees is Rs.2300 and from that student paid Rs.3000).
According to the reporting process of ABC first he/she should asked this from the relevant card checker and if it is not responded then that student will be able to inform to Mr.Upali. After that if he is unable to solve this problem then he can informed this to the head of the ABC .Generally this kind of issue is not go the highest level and most of time this is solved from Mr…….
.3.2. Technologies in Communication.
There are different types of communication methods such as written communication, face to face communication, Emails, social networking such as Viber, Twitter and Facebook.
- Social Networking(Facebook, Twitter)
By recent, one of major communication method is Facebook among young generation. Therefore the ABC can develop a Facebook page and communicate with the students and the community. Then they can spread their name among majority. Also students and lecturers will be able to meet and get responds bout their services. This is a successful modern communication technology.
- Written communication.
Paper based items sent by mail have the advantage of providing a clear, feasible statement that is likely to reach its intended recipient. Also written documents are important evidence when there is born problems. Normally ABC distribute handouts in written forms for informed date for new classes and about new courses.
- Oral communication.
Oral communication allows most misunderstandings to be resolved immediately. Sometimes the teachers of ABC S noticed about extra classes on holidays in the class however some students are misunderstanding the dates and come in incorrect dates. This is an easiest way of communicate things.
- Face-to-face communications.
E.g. a visit to the local office by arrangement. This can save time and subsequent communications.
04. Personnel / organizational weaknesses of communication skills.
We can identify some personnel weaknesses or failures of communication skills.
- Inability to adapt personnel communication style to different audiences, including people of different generations.
- Having poor handshake.
- Poor written communication skills.
- Being a poor listener.
- Failing to praise or thank people for their good work.
- Using qualifiers, hedges and hesitations.
- Problem of media selection.
- Feedback problems
4.1. Suggestions for avoid those weaknesses.
The personnel weaknesses are made for some issues and we have carry out some programs or actions to avoid those weaknesses. Therefore we’ll see what things that we can implement are.
- As we human beings, we all are not equal. Therefore to avoid communication weaknesses, the organization can hold workshops for develop soft skills as managers, employees.
- There are weaknesses due to feedback problems. Feedback is reaction, without it, the sender of the message cannot know whether the receipt has received the entire message or grasped its intent. Therefore the sender transmits the message via the most suitable, speedy and popular communication media. Then the receiver gets the message, decodes it and provides feedback.
- In any given situation the media for communication may work better than another. However in many cases a combination of media may be used for the communication process to function effectively. Therefore if we select the suitable communication media, can be able to reduce personnel weaknesses.
- Also to reduce those failures when we are communicating with others can use friendly, kindly words and give priority for them and communication should do on time with less cost.
05. Conclusion and Recommendations
Information is most important to decision making process for any organization not only that for individuals, so if we are able to getting correct and suitable information then the decisions are made, correct. Also we should consider the way that getting information because the source is very important for affect confidentiality and competency of information. Thus to become a knowledgeable person information is essential. Therefore always the management of the organization should correct information from right sources and should care about to make decision making process is effective and efficient.
Also there are lot of internal and external sources for get information and technologies of communication. As we discussed above any king of organization should continue convenient and simple communication process on behalf of the effective decision making process. Therefore when selecting a communication method we have consider below facts. That communication method must cost effective, popular, and convenient for everyone, less time consuming, not complex method. Some of social networks such as Twitter, Facebook, and Whatsapp are common in recent years.
As we discussed about the existing reporting process of the ABC it can be improved and make more effective in all circumstances, so it is useful for compete with competitors and assist for students. The main thing is to retain students with them because students are the heart of the institute. Therefore they should focus everything based on students. Also everything should be carry on a plan. We can suggests some improvements to the existing reporting process like they can used social networks to build strong bond with the students. Also they can appoint a separate responsible person to handle students’ issues.
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