8/13/2019 Communication Gaps Case Studies
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COMMUNICATION GAPS CASE STUDIES
Case Study: The Logistic Company
Most of the courier and cargo companies, when they send their
consignments(load in their language) to a particular station, they
do it with advance intimation by wayof sending E-mail (pre-alert
message in their language). AB !ogistics was noe"ception to this
procedure. #henever they sent their load by evening flight to
Mumbai,they sent pre-alert to Mumbai giving details of the load
li$e flight number, total numberof bags, total weight of the bags
etc. %ight-duty Airport E"ecutive at Mumbai Airport useto retrieve
the load and use to confirm the receipt of the load to the
Bangalore office.
&he arrangement wor$ed fine for months and even years.
Airport E"ecutivecontinued to get the pre-alert message and after
retrieval of the load, continued toconfirm the receipt of the
load.
'n one fine night, atish who was on night-duty at Mumbai airport
observed thatneither any pre-alert has been received from Bangalore
. %or Bangalore office had sentany load to them. e tried calling
Bangalore office. But it was well past midnight andthere was no
response from Bangalore office. ecurity guard on duty told to the
AirportE"ecutive that nobody is available in the Bangalore office
and staff on duty had leftalready. atish $new that generally *avi
wor$s in the night time. e tried calling on *avi+s mobile number
but it was switched off.
atish had no other option e"cept calling Asst Manager 'perations
of Bangalore, harles. harles observed same what atish had observed,
that *avi +s mobile wasoff.
&his was something uniue. e was concerned about what had
happened.harles tried calling other operations staffs to find out
whether anybody $new home of*avi . But none of them $new where *avi
+s house was. harles was disappointed.&hough he had disturbed
couple of staffs in the dead of the night, there was no
muchheadway. harles was on the horns of dilemma. hould defer the
matter for earlymorning or settle right away After deliberating for
couple of minutes, he shoes latter.
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Case Study ! The "et #$oo%
ushma wor$s in nfosoft olutions :vt !td. he wor$s there as
:ro7ect !eader.'ccasionally her 7ob demands coming early for her
duties or stay till late evening hours.
'nce she was handling 5 pro7ects simultaneously and on one such
day she had
convened a meeting with her team members regarding pro7ect
delivery. he had calledher team members at /;// hours.
ushma is a disciplinarian and generally she follows duty timings
strictly. Disciplinestarts with me, was her firm principle. he had
made a habit of coming 3 minutes earlyat least. owever, on that day
she could not ma$e meeting time of /;// hours and she
was worried of her reputation of being late.
&ime was /;/3 and she reached main gate of her company.
urriedly she swiped hercard and rushed towards board room. &hat
time few housemen were doing cleaning.'ne of the housemen had
spread soap solution on the floor.
