Beruflich Dokumente
Kultur Dokumente
F/601/0650
Unit 16 : Managing Communications,
Knowledge and Information
CREDITS
15
STUDENT ID
CT/HNDBM/60/21
IV by
Word Count
ASSIGNMENT
ISSUE DATE
ASSIGNMENT
SUBMISSION
DATE
ASSIGNMENT
RESUBMISSION
DATE
ASSIGNMENT
DISCUSSION
DATE(s)
FINAL GRADE
LEVEL
ORIGINAL SUBMISSION
RESUBMISSION
AUTHENCITY STATEMENT
I certify that the attached material is my original work. No other persons work or ideas have been used without
acknowledgement. Except where I have clearly stated that I have used some of this material elsewhere, I have not presented
it for examination / assessment in any other course or unit at this or any other institution
SIGNATURE: ..
DATE:..
Date of Issue:
ILO
Description
D1
Conclusions have been arrived at through synthesis of ideas and have been justified
D2
Take responsibility for managing and organizing activities (substantial activities, projects or
investigations have been planned, managed and organized. The depth of the discussion is
appropriate at this level in all tasks)
D3
Demonstrate convergent/lateral/ creative thinking (ideas have been generated and decisions
taken in relation to given scenario)
M1
An effective approach to study and research has been applied in all tasks
M2
M3
LO 1.1
LO 1.2
Examine the information and knowledge needed to ensure effective decision taking
LO 1.3
LO 1.4
LO 2.1
LO 2.2
LO 2.3
LO 2.4
LO 3.1
LO 3.2
LO 3.3
LO 3.4
LO 4.1
LO 4.2
LO 4.3
Assessors Name
Signature
Grade
The aim of this unit is to show how communications, knowledge and information can be
improved within an organization including making better use of IT systems.
Objectives of this unit are to give the learner the necessary ability to;
ASSIGNMENT BRIEF
Examine the information and knowledge needed to ensure effective decision taking
(1.2)
Identify the ways to make contact with those stakeholders and develop business
relationships (2.2)
Identify the ways to get the involvement of those stakeholders in the decision
making as appropriate (2.3)
Carry out appropriate changes to improve the collection, formatting, storage and
dissemination of information and knowledge (4.2)
Report Structure
Title page
Acknowledgements
Table of contents
Executive summary
Introduction
Presentation of information
Conclusion
Recommendations
Reference list
Appendices
Rules of Formatting
All reports must be typewritten on A4 size white paper. Do not include watermarks
Keep a margin of 1.25 inches on the left-hand side and 1 inch on all other sides. Maintain
a uniform margin on the right hand side of the paper.
Spacing: one and half spaces must be maintained, between every two lines
Reports must be error free. The entire report must be carefully checked for grammar and
syntax and spelling mistakes before submission. The use of English (United Kingdom)
and spelling is recommended
Acknowledgement
I am using this opportunity to express my gratitude to everyone who supported me to
complete this assignment. I am thankful for their aspiring guidance, invaluably
constructive criticism and friendly advice during the project work. I am sincerely grateful
to them for sharing their truthful and illuminating views on a number of issues related to
the project.
In addition I would like to thank my lecturer Mrs. Inoka Gunarathne, ICBT for giving me
a good guideline for assignment throughout numerous consultations.
And at last I would like to thank my family members and all other people helped me to
complete my assignment.
Executive Summary
The purpose of this report was to have a clear understanding on how communications,
knowledge and information can be improved within an organization including making
better use of IT systems. Commercial Bank that operates in Sri Lanka and Bangladesh
was selected to support the arguments in the report.
This report identifies the organizational hierarchy and different levels of management in
Commercial Bank. It further discusses on a decision taken by the strategic level to
maximize access and opportunity to all customers which was then backed up by the
tactical and operational level decisions. Furthermore, the information (quantitative and
qualitative) both internal and external and knowledge (tacit and explicit) required to make
effective decisions was discussed. Giving a critical evaluation to the assessed information
and knowledge further recommendation and suggestion was discussed for improvements.
The report also discusses the existing methods used to collect, format and store
information and knowledge. Commercial Bank is mainly using computerized systems
such as the MIS system in order to store and format information, where it further uses
manual systems to some extent in order to collect information about their Customers and
their employees. Giving a critical evaluation to the existing process used by Commercial
Bank this report further discusses on how improvements can be done in order to upgrade
its process.
Table of Contents
Introduction...................................................................................................................1
1. Management Decision-Making.................................................................................2
1.1
Introduction
Business communication is the process of sharing of transmissions between the three
levels of managements for the commercial benefits of the organization.
This report is based on Commercial Bank of Sri Lanka which is established to provide
financial support to people. The current chairman of Commercial bank is Mr. K G. D. D.
Dheerasinghe. This report discuss about how the three level management (strategic,
tactical and operational) of Commercial bank by carrying out communication effectively
and transfer of information and knowledge within the line of management.
For the business to function properly and to carry out its services it is important to have a
proper communication network. As the organization is in financial sector, they must
provide the management and people to access information without any interruption. For
this Commercial bank uses latest technical communication method such as internet
(http://www.combank.net/newweb/) to make it Convenient for them to carry out their
communication without any interruption.
Our Vision
"To be the most technologically advanced, innovative and customer friendly financial
services organization in Sri Lanka, poised for further expansion in South Asia"
(Combank 2015)
Our Mission
"Providing reliable, innovative, customer friendly financial services, utilizing cutting
edge technology and focusing continuously on productivity improvement whilst
developing our staff and acquiring necessary expertise to expand locally and regionally"
(Combank 2015)
1. Management Decision-Making
decisions are nonspecific because they are applied to all departments within the
organization, tactical decisions express corporate goals in a specific departmental manner.
Tactical decisions are therefore more specific and concrete than strategic decisions and
more action oriented.
(Montana & Charnov, 2008)
The decision taken by commercial bank to introduce a specific type of loan in personal
loan category is an example of tactical decision.
Operational level management decision making
Operational decisions are made on the lowest or supervisory level within the company
and concern the course of daily operations. These decisions determine the manner in
which operations are conducted-operations designed to accomplish the tactical decisions
made by mid-management. These decisions concern the most effective and efficient way
to accomplish the goals stated on the operational (day-to-day) level.
(Montana & Charnov, 2008)
The decision taken by commercial bank in transaction processing, supervising, etc., are
examples of operational decision.
Figure 2 shows levels of decision making shown for each part of the organization.
The knowledge used will be more of explicit knowledge at this level as the ideas and
views shared are verbalized knowledge and this knowledge is more of formal and
standardized.
Furthermore, this knowledge can be re-usable in a consistent and repeated manner.
2.2 Tactical Level
Information needs to be obtained on customers and employees so it enables to
review and update on customer data base and training programs which can be
obtained through research where the management can use questionnaires to get
the feedback. Moreover, industry requirements can be identified through external
sources such as statically information, research reports, journals and articles. And
statically information is a quantitative information whereas research reports,
journals, articles and questionnaires are qualitative information.
Information on customer progress is required in order to identify the customer
data base progress, this will help the tactical level management to design the
training programs and other relevant activities. These information can be obtained
internally through customer data base and it is a quantitative information.
The knowledge required is tacit as it simply discusses on the decisions made by the top
management and its just an implementation that has to be done by the tactical level
management. Therefore, the best possible decisions comes out through experience.
2.3 Operational Level
Operational level management would often require information about employee
performance, customer satisfaction which can be obtained internally from the
research reports done with in the bank and research report is a qualitative
information.
Details on resource allocation within the organization will be considered by the
operational level where the information is obtained from human resource
department which is an internal source of information.
The knowledge they mostly would use is the tacit knowledge. This is mainly because
employees at this level such managers and employee has little or no authority to make
their own decisions and needs to do what is said by the tactical level management.
the subject matter of the message to be communicated and therefore, the main goal of
the message must be comprehensible.
(Dilip Chandra 2014)
Medium: Medium is a method that is utilized for transmitting or exchanging the
message. Hence, it is important that the sender must select a proper medium for
conveying the message or else it may be misinterpreted or not conveyed properly to
the recipients. For this reason, it is important to appropriately select the medium in
order to convey the message efficiently and the recipient to be able to interpret it
correctly. The mode and choice of communication differs and is dependent on its
features. For example, when the message has to be conveyed to a tiny group of
persons the written medium is selected, whereas when an instant feedback is needed
from the recipient a vocal medium is selected to avoid any future misunderstandings.
(Dilip Chandra 2014)
Recipient / Decoder: It is a person or a group for whom the message is meant or
intended or expected to be conveyed. The extent in which the recipient understands
the message depends upon many factors like the recipients knowledge, their reply to
the message and the dependence of the decoder.
(Dilip Chandra 2014)
Feedback: It is the main element of communication as it gives permission to the
sender to evaluate the effectiveness of the message. This aids the sender in being able
to approve the proper understanding by the decoder. The feedback received may be
either verbal/oral or non-verbal (in the way of gestures, sighs, smiles or facial
expressions etc.). It may also be through written form using reports, memos, notes,
emails etc.
(Dilip Chandra 2014)
Direction
Contents
Communication
medium used
Human Resource
Two Way
Email,
Manager - Deputy
employee
Teleconference, letters
General Manager
Front office
development needs
and Fax
Two Way
employees
-Customers
Chief Executive
customer complains
Strategic level
Officer Chief
Operating Officer
Human Resources
organizational goals
Manager -
Two Way
Two Way
promotions
Employees
Board
Communication structure shows the process how the individual communicate with
one another in Commercial Bank and the content of the communication. The direction
has been stated whether its a two way communication or one ways communication.
Furthermore, the structure highlights the mediums used in order to transfer messages
effectively among different managerial levels.
For instance in the above structure communication that takes place between the
Human Resource Manager and the Deputy General Manager is considered as a two
way communication where information and message passes through effectively
between the tactical level managers and they further use different mediums such as
emails, fax, teleconferences and letters in order to communicate. The same process
applies to the other managerial level but with different messages and mediums used.
Use of current technology to communicate each other enables communication to
become much more effective. However, lack of technology or technological
knowledge within the organization can break down or make the communication
process ineffective. The limitation of the use of new technology in certain
departments will not allow for relationships to build up. For an example, while
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communicating through mail the two participants must be aware of the technological
issues which may occur which can delay the message that is required to be send
therefore in such cases they can use fax and send letters in printed manner. Further
letters, emails, and memos doesnt express any further clarification and emotions as in
face to face and verbal communication methods. Therefore, the message passed could
be ineffective where it also can be ignored. In this case Commercial Bank can arrange
conference calls, group meetings or assemblies in order to communicate with the
relevant parties.
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These information are very useful for the organization to take decisions. Discussions are
held in board meetings and employees meetings. If the organization need major changes,
its always discussed in annual general meeting (AGM).
The information about the organization, policies and procedures related to savings
accounts
or
about
loans
will
be
published
in
Commercial
Bank
website
(http://www.combank.net).
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Conclusion
In conclusion organizational structure is important for the organization which states the
line of authority to the individuals in the organization. The decision making in
Commercial Bank is done by the levels of management such as strategic, tactical and
operational levels. Information and knowledge are required for the organization to make
decisions. And the information and knowledge can be derived internally or externally.
Furthermore, the information can be divide into quantitative and qualitative. And
knowledge can be divide into tacit and explicit. These information and knowledge
required to make decisions differs when making decisions in different managerial levels
of the organization.
Commercial Bank is using the computerized system to collect and store data where the
system is more accurate and quick. The internal or external information collected can be
stored in a system in an appropriate way. The communication structure further explains
the process and the technologies used within the individuals in the organization and still
the Commercial Bank can improve the existing process and the technologies used in
certain circumstances.
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References
BBC
(2014)
Decision-making
in
business
[Online]
Available
from:
http://www.bbc.co.uk/bitesize/higher/business_management/business_enterprise/decision
_making_business/revision/1/ [Accessed: 26 April 2015]
Combank
(2015)
Commercial
Bank.
[Online]
Available
from:
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