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Business Communication
CASE STUDY (20 Marks)
A high
level US executive from New York, who was being groomed to be the next CEO in a
Japanese company, had a very strong New York accent. Usually, we only work with
international executives, but because they needed results fast and I knew the
hiring manager, we agreed to work with him. Problem: Due to his heavy accent he
was perceived as less educated here in California, even though he was very
smart and had an MS degree from Cornell University. To make matters worse, he
worked for an Asian company whose executives came to hear his “state of the
company” speech twice a year, and they always had to pay special attention when
he spoke.
Answer
the following question.
Q1.
Give solution of the above problem
Q2.
Give an overview of the case.
CASE STUDY (20 Marks)
Communication
is an essential aspect of business life. Every day, business persons have to
communicate with people at different levels of the organization or with people
external to the organization. And in this globalized environment they also have
to communicate with people from different countries, with different cultural
backgrounds. Poor or inaccurate communication can lead to conflict and
negativity in the workplace. It could even lead to the cancellation of a deal
or the loss of customer goodwill. In this competitive environment, businesses
cannot afford such losses. The case focuses on the fundamental principles of
communication clarity of purpose and knowledge of the subject and audience to
empower readers to deal with both familiar and unfamiliar communication
contexts.
Answer
the following question.
Q1.
Give your views on Business Communication.
Q2.
Discuss the consequences of inaccurate communication.
CASE STUDY (20 Marks)
Employees
were very positive about the SnapComms employee communications tools and the
pilot process in general. The pilot team set up an escalation process for
employees to leave feedback. “We did not receive one single negative comment
about SnapComms, the offline time or anything to do with this pilot or
process.” A survey was also conducted with staff in the pilot group to assess
their satisfaction with each of the SnapComms tools. The results were very
encouraging and endorsed the positive feedback that the Internal Communications
team had received during the course of the pilot. Standard metrics that were
collated for AHT, such as problem resolution, customer satisfaction and
commissions were broken down so that results for the pilot and control groups
could be separately identified. Improvements in resolution rates were made
following the pilot. In terms of commissionable sales, the GenY pilot group
performed better than the control group and their GenX and Baby Boomer
counterparts, and suffered more when the offline time was withdrawn. Following
were the key benefits of SnapComms channels • Messages delivered fast and read promptly
by employees • Easier for employees to access critical or timesensitive information
• Comprehensive, robust reporting and measurement • Reduced volume of content
sent due to content filtering and aggregation • Visual, fun and eyecatching ways
to send information • Reinforced employee learning
Answer
the following question.
Q1.
What was the impact Snap Comms on business KPIs? Comment.
Q2.
What was the employee response to the Snap Comms? Discuss.
CASE STUDY (20 Marks)
Vodafone
is at the heart of the mobile future where telecommunications, infotainment and
information technology meet. It is a highly customer driven organization and
believes that happy, fun people who enjoy coming to work equate to a great
experience for its customers. Vodafone employs around 1400 staff in New Zealand
and keeps its management structure as flat as possible to ensure that the
decision making ability is closer to the customer. Vodafone’s employees are
encouraged to take personal responsibility for their choices and to strive to
delight customers. • In order to meet its objectives via its people, Vodafone
recognize the importance of outstanding internal communication. The Vodafone
team needs to be informed, engaged and enthusiastic so that they can anticipate
customer needs and deliver greater quality and value, faster than anyone else.
• The Vodafone internal communications team was looking for a way to
communicate with their people in a unique innovative, fun, and effective way.
Snap Communications were able to offer Vodafone such a solution. Working
closely in partnership with Vodafone, Snap Communications customized existing offerings
and developed a new tool to meet Vodafone’s internal communications
requirements. • With the aid of the Snap internal communication tools,
informed, enthusiastic, empowered staff can continue to deliver the mind blowing
experience that customers have come to expect from Vodafone. Prior to using the
Snap tools, Vodafone were looking for ways to overcome a number of internal
communications issues: All staff emails were viewed as a junk medium due to
high usage. In most cases they were ignored, in some cases they were
automatically trashed. Hence cut through for important messages was difficult
to achieve Low staff survey response rates. Staff Surveys were generally posted
in the intranet and a link was sent out via email. Due to the issues associated
with email volumes and all staff emails, the response rate to staff surveys was
low. Managers needed to chase staff in order to ensure that important employee
surveys were completed. Free up team meetings. Team meetings were filled with
reminders, business
updates,
product and service updates etc. Vodafone wanted to ensure that team meetings
were efficient, effective and focused on their goals – not spending time
covering off ‘housekeeping’ issues. Centrally manage the internal communication
process. It was
difficult
to centrally manage the number and diversity of messages being put out by
different areas of the business. Drive intranet usage and help people find the
information they require. Vodafone were moving to a global intranet which due
to its sheer size would be harder to navigate. They were looking for a tool to
help direct people to the information they needed. Gather staff feedback
easily. To ensure excellence in every area of the business and involve
employees, Vodafone were looking for a means to easily gather staff feedback
regarding everything from external contractor performance to preference on
future possible brand images. Timed, targeted employee communications. To
ensure employees were able to focus more on customers and less on
administration, Vodafone were looking for an internal communications tool that
would allow them to receive only targeted internal communications that were appropriate
and beneficial to the individual and that were timed to fit in with the
employee’s work flow. Vodafone were also looking for a cost effective, high
impact way to ensure their continued performance in the following areas: •
Employee brand alignment • Employee involvement, commitment and enthusiasm •
Vodafone’s ‘one team’ culture and ‘I Belong’ community spirit How Vodafone met
its internal communications objectives Vodafone worked closely with SnapComms
to develop a solution that met all of their communications objectives.
Q1.
What measures have been taken by Vodafone to delight customers?
Q2. Why
Vodafone has given importance to internal communications? Discuss.
Assignment Solutions, Case study Answer sheets
Project Report and Thesis - Contact
ARAVIND – 09901366442 – 09902787224
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