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POSITIVE CHANGES REPORT

By Illie Benavides

TABLE OF CONTENTS:

Executive Summary

Introduction

Background Analysis

Findings

Recommendations

6-7

Conclusion

EXECUTIVE SUMMARY
This report provides an analysis of the current methods of communication
within the company Rubay Industrial Supply LLC. and their two offices. The methods
used to provide information for the ethnocentric report were observation and
interview. Both were done in a two day period, one in each office.
Through this analysis I was able to find the strengths and weaknesses in their
communication methods, and can provide feedback to the company in regards to
both instances. This company is very strong in their writing methods of
communication, specifically email, and they rely heavily on such technique. Most
business is done through this technique, which is very important and strong to
provide constant written proof of the business done or any specifications. The most
important equipment in the office is the computer and they use Microsoft Office
Word and Excel for all the job requirements.
Also by means of observation I was able to learn they lack a strong verbal
interaction and some areas are affected providing poor performance due to
inconsistencies within the staff members. Most of the employees are unaware of
several changes that happen on different aspects of the company because of the
lack of communication.
After considering all the observations and points discussed in the interviews,
this report will offer the following recommendations:
The introductions of mandatory weekly meetings that will help the firm
maintain good communication among staff members.
Set meetings for Monday mornings were the weekly agenda can be
discussed.
Consider also adding short Friday meetings to provide feedback and
discuss expectations.
Sales reps should discuss any information with regards to clients, so
management can be informed in case the rep is absent.

INTRODUCTION
Every company needs to find the best communication method for the industry in which it
provides services. But it is also as important, if not far more important, to be able to have a good
communication structure within the company.
The intention of the following report is to help the Management department be able to
have a different perspective that may allow them to identify the inconsistencies in the internal
communication. When working with the same system for a long time, the discrepancies become
normal and management becomes unaware of such discrepancies.
The purpose of this consultation report is to help management be aware that there are
some communication inconsistencies that can affect the performance of the employees, and that
consideration of the proposed adjustments to their communication behaviors can result in a more
efficient working environment.

BACKGROUND ANALYSIS
I was allowed the opportunity to observe the environment in a company that works from
two different countries. They are established in different sides of the border, one in El Paso,
Texas and the other in Ciudad Juarez, Mexico. I was allowed to make observations in both
locations and also interview two of the employees, one in each location.
During my visits I was able to observe how the written communication works in both
offices and also how both offices communicate verbally with each other. The main trade of this
company is to provide customers with anything they may need, from a small single battery to
extremely big machinery for assembly. It is for this reason that written communication, in this
case e-mail, is so important and also their most crucial means of overseeing the orders that need
to be made, and also keep conversations within customers and employees on record. Computers
are the most important equipment the company has; they use Microsoft Office Word to write
letters to customers and providers, and Excel spreadsheets to keep records of previous orders,
and costs.
In my interviews I was also able to learn how important it is for the employees. They
learn the format of the emails and letters that they have to write, as well as the way in which
orders need to be made, sometimes as soon as a week after starting working with the company.
They are well use to the system and not only approve of it, but think it is crucial to the success of
the company.

FINDINGS
The company has a very well established method of written communication within the
staff and the customers. Because of this same reason, their verbal interaction is minimal, both
among them and with the customers. Some of the information that needs to be conveyed gets lost
and I was able to observe one reason: the lack of verbal communication.
The system that they currently have works very well for orders and invoices that need to
be sent and need to be kept as proof. They have templates that allow them to follow all
specifications and leave no room for mistakes which is a very well established method. However,
there is a lack of verbal communication among them affecting the way they interact inside the
company. In other words, they are very good at communicating with clients and providers, but
have a lack of communication among each other, between co-workers.
Because each sales representative has its own client and the client only does business
with that specific rep., the rest of the employees are unaware of any arrangements they have
previously made. This affects everybody, including the client, if for some reason the sales
representative is unable to attend work or suddenly stops working for the firm.
Another way, in which the lack of verbal communication is affecting the company, has
more to do with upper management and all or any changes they decide to do without informing
the rest of the employees. If there is a delay on a product, a change in price or even if for some
reason a change in provider, it is usually the manager that informs the customer, sometimes
leaving the sales representative unaware of the changes, and affecting the relationship between
the seller and the client.

RECOMMENDATIONS
After carefully analyzing my observations and evaluating the impact that the lack of
verbal communication has on this particular work environment, I recommend instituting a
mandatory weekly meeting. Depending on what needs to be informed meetings can be schedule
on a weekly or even daily basis. Monday mornings are the best day to schedule meetings, the
staff is able not only to communicate what the agenda is for the week, but also allows the rest of
the employees to be informed of any changes or delays in products and be able to be prepared.
This type of meetings also permits the other members of the staff to be informed of any
arrangements that could have been made with customers, allowing other staff members to be a
part of any negotiations if needed.
Another recommendation for this particular firm is that they consider having an extra
weekly meeting on Fridays aside from those on Mondays, this allows the staff to inform the rest
of the employees on any progress during the week and changes that need to be done to perform

better or even close deals. Management may want to use this time to make observations on the
development of the weeks events and recommend changes that would allow better performance.
Also management can use this time to talk about the positive events or achievements of the
week, reinforcing any objectives that were not met during the week.

CONCLUSION
The current method of communication this company uses to inform customers of
products or prices is very good. Using emails to inform the client of specific details about a
product and being able to go back to the document when necessary to revise the information is
without a doubt a good system. But communication within the company should be as important
as communication outside.
Scheduling meetings for intra-communication should be an important matter to consider.
Setting a specific amount of time for the meetings also allows things to flow smoother allowing
all employees to consider what issues are more important to be discussed and not go off topic.
There is no perfect method of communication, but there is however different processes
and it will depend on the company which is the best for them.