Think Ahead Inc Business - Report Example

Contents Contents 1 Executive summary 2 Introduction 3 Recommendation 6 Conclusion 7 Works cited 8 Name of Student Professor’s Name Subject Title 28th May, 2012 Executive summary It is rare to find organizations that do not experience some communication problems. Because of the nature of some professions, communication barriers can be a constant source of anxiety and conflict. This report considers communication barriers in a communication consultancy profession with Think Ahead Inc. The report looks at possible communication strategies to minimize the barriers. The strategies used include motivation, feedback and audience analysis. The report has shown that the recently developed and marketed new tablet computer called Axios should require the staffs to be trained in order to understand the features of the product so as to equip them with the requisite skills to serve the customers and at the same time reduce the workload of the supervisor. Introduction Information has grown to become one of if not the most priced organisational resource. To this end many organizations are now spending significant financial resources in installing new communication systems or in upgrading existing ones. This can be explained by the observed trends in ICT (information and communication technology). Some of these ICT trends include connectivity which is concerned with the interconnection of computers and other digital devices to enhance the issue of data sharing, resource sharing and data communication (Jones 97). Digital convergence is whereby digital devices from different industries are brought together to form one multipurpose device for purposes of assessing information and distribution of information. The most driving factor for the observed trends in ICT is technological revolution. This revolution has brought about rapid changes in products, processes, systems, structures, and productivity among others. Therefore, in order to keep pace with these changes organizations need a good system of information access, management and distribution. Brown (234) observes that technological change impacts on decision making since organizations must recognize that they require innovative leaders who understand the dynamic environments that the organizations operates in, and can make a distinction between them. Faced with these difficulties, leaders need to be equipped with suitable skill sets like good communication, critical thinking, flexibility, and negotiation abilities. They should be assisted with the required resources for making good decisions that are beneficial to the company. This helps in motivating the staffs and serving customers with confidence. The way in which communication is facilitated, information exchanged, and commerce carried out has been revolutionalized by the internet. Technology is dynamic and efficient management calls for more knowledge in technology so that organization can manage its resources by developing, maintaining or keeping their competitiveness. Even though technology has helped organizations in saving time and minimizing cost by conducting commerce and trade in real-time, it can also aid in disseminating sensitive information regarding practices of the organization, trade practices and development of new product in real time. The role of supervisor’s communication for the smooth running of the company, strategic management, values, mission and vision would be in vain without strategic communication. Supervisor’s communication with staff members is a major determinant of whether the company achieves its goals. Under stress and pressure for achievement, the supervisor can be a communication liability. This trade off is difficult but attainable through strategic communication. Change in technology has brought about change in the communication system. Communication is not automatic without effective communication strategy. The strategy adopted must be conscious of the goals and objectives of the company; operational constraints and imperatives and environmental conditions. There are many barriers to a communication change Fear of change – with organizations e-transforming themselves, old ways of doing things are being replaced by new ways which destabilizes the existing power equations in most organizations. It is the fear of these changes that acts as a significant barrier to the spread and the use of information system. A conflict of culture within most organizations – the majority of professionals spearheading the spread and use of communication systems within organizations are usually young externally recruited and technologically savvy individuals whose culture is completely different from the established culture of most organizations. Lack of skills and training – most organizations lack personnel with the required training to design and operate information system or they lack the resources to provide that training. This is especially true in organizations in traditional sector such as transport, manufacturing, agriculture and education (Rouse 23). Apparently two help desk staff members are not adequately trained and feel embarrassed because of their inability to grasp some of the knowledge needed to effectively explain the product to customers. This can be overcome by training these staffs on the functions of the Axios. The supervisor should handle this since she understands the features of the product as she has been involved in a week’s workshop course in Brisbane. In doing this the supervisor should explain the Axios using less technical terms and jargon and use the language that the staffs will understand. This will equip the staff with the knowledge needed to effectively explain the product to customers. Negative attitudes in most people towards the internet – a high proportion of computer users are still skeptical about buying or selling product over the internet whereby they are concerned about the quality and the delivery of the product as well as the security of the transactions. The aim of establishing any business concern is to make profit. However, for business to realize this objective they must render outstanding service to their target consumers. Customers are the backbone of any business establishment and every effort should be made to retain them within the business and make them establish loyalty to the business. Customer dissatisfaction affects profitability of a business both directly and indirectly in whatever stage of business growth (Johnston 36). Customers leave a business because of reasons related to the level of services. These reasons include; service encounter failures, core service problems, inconvenience, ethical concerns, pricing, response to failed service and competition among other factors. The Toowoomba branch has relatively poor sales and has received many complaints from customers about the service at the Toowoomba help desk. Economists consider customer retention on the basis of the number of times customers make a repeat purchase. Some researchers look at customer retention as being a result of the wider customer care services. Based on this view, customer retention is not only the repeat purchase made by a customer, but it also incorporates the factors that make the customer to come for services from the business and not the competitor’s business (Thelander, 106). Recommendation Think Ahead Inc. should define how customers can interact with the company. This involves general contact, technical report, product return, service representative and report any change in a mailing address. This should also involve establishing a receptionist docket where the office holder is accounted with the task of introducing the customers to the company. The access should be quick and easy. The company should show its customers that it minds their welfare by responding to their needs, feelings and complaints promptly. It should hold to the logic that its customer is always right since the company is there to serve them. It should have many mechanisms for identifying the problems faced by the customers. The company should show an appreciation for new relationship that has been initiated with the customer. This involves creating a delightful surprise since first impression lasts long in the mind of a customer. Holding a dialogue with a customer in order to get additional customer information is an indication of a good first touch. Conclusion The aim of any business set up is to engage in transactions that will yield a profit both in the current and in the long term. The staff members need to be mindful of the customers and seek ways of retaining them through behaving well and exercising patience with the customers. Customer retention strategies like maintaining an up to date customer database, staying in touch with the customers, establishing loyalty programs addressing customer complaints, and serving customers beyond their expectations are necessary strategies that should be implemented to ensure increase in the overall profitability of a business. Works cited Brown, Blackmon. Operations management: policy, practice and performance improvement. Butterworth: Heinemann, 2001. Print. Johnston, Clark. Service operations management: improving service industry. New York: Prentice Hall, 2008. Print. Jones, Phil. Communicating Strategy. Gower Publishing, Ltd., 2008. Print. Rouse, Michael. Business Communications: A Cultural and Strategic Approach. New York: Cengage Learning, 2001. Print. Thelander, Vincent. Communication Strategy: Forming a More Productive Workforce by Training Middle Management in Effective Communication. New York: Cengage Learning, 2002. Print. Read More

 

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