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8/6/2019 Managing Communication 01
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Managing Communication, knowledge & information
McDonalds Business process
Executive summary.
This project contains the analysis in the field of a restaurant of how they manage their
communication, knowledge and information to make effective decision making
within their stakeholders of the business for the better success of the organization. So
for an example I have taken McDonalds and done my research on it. I have listed
down the decision making process in McDonalds and its success due to that. Also
gathered knowledge of their decision making techniques and the way they asses the
information from their internal and external sources. Implemented and recommended
improvements to develop their organization growth and suggested methods of
ensuring their company secrecy to have a well managed organization.
I have also done an analysis on how to promote a product through personal
networking. By identifying the people I want to promote it through and how it would
be beneficial to our organization and it would help us to reach out to more people. I
have also identified and recommended strategies for the future improvement of
marketing a product through personal networking and elaborated on how personal
networking can also affect organizational secrecy.
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Table of contents.
1.1 Organizational hierarchy and its information flow 04
1.2 The stakeholders in McDonalds 05
07
1.3 Decision making and its progression in McDonalds 07
09
1.4 The range of decisions to be taken to communicate
with the stakeholders of a restaurant 10
1.5 Financial & franchising decision 10
14
1.6 Customer care and product decision 15
17
1.7 Marketing Decision 18
20
2 Problem definition & analysis 21
2.1 Information Management 21
2.1.1 Benefits of Information Management 21
2.2 Knowledge management 21
22
2.2.1 Benefits of Knowledge Management 22
2.3 Communication Management 22
23
2.3.1 Qualities of an Effective Speaker 23
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2.3.2 Benefits of Effective Communication 24
2.4 Decision making techniques in McDonalds 24
26
2.5 Methods of ensuring secrecy in an organization 26
28
1 Networking 29
33
1.2 The benefitsdeveloping relationship with people 34
35
1.3 strategies for improvement 35 - 36
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1. Introduction
The aim of this study is to identify the current challenges faced by a certain organizations
in the areas of Information, Knowledge and Communication Management. To suggest
improvements and give solutions on how to implement the suggestions efficiently to
achieve organizational goals. According to the assignment given by Mrs. Maryanne, I
have hereby chosen to analyze the field of a restaurant of how they identify their
information needs and how they collect this information to make effective decision
making in their organization.
So I have herby chosen McDonalds. McDonalds is a major global food service restaurant
organization since 1948. This organization has spread its service to 119 countries on six
continents with more than 31,000.00 restaurants. More than 70% of McDonald's
restaurants worldwide are owned and operated by independent local men and women.
This company has reached great heights in a short period.
A typical McDonalds restaurant employs about 60 people. Most employees are paid by
the hour and are referred to as 'crew members'. Their primary responsibility is to prepare
the food, serve customers and carry out task for the efficient running of the restaurants.
Other hourly paid employees who work alongside them include training squad members
Dining Area Hostesses, Party Entertainers, Administrative Assistants, Security
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coordinators, maintenance staff, night closers, Floor Managers and Shift Running Floor
Managers. These employees carry out more specific job functions. Their overall roll,
however, is to ensure the restaurant runs efficiently.
The remaining restaurant based employees are salaried managers. It is their responsibility
to manage the restaurant's operations, crew and business performances.
Each McDonalds is structured as an independent business, with restaurant management
responsible for accounting, operations, inventory control, community relations, training
and human resources.
1.1 Organizational hierarchy and its information flow.
The long term decision making and strategy planning at McDonalds is performed by the
senior management team and the Board of Directors. The implementations of these
strategies are carried out by the middle and lower levels of the organizational hierarchy.
Therefore we can conclude that McDonalds operates a Top Bottom information flow. The
information flow is structured and centralized. Figure 1.4 indicates a graphical
explanation of the information flow and its contents at McDonalds.
Most of the front office operations are run manually, only those in the Top and middle
management levels carry out their work through computers and the Internet. This has
been a current change in the organization and the management hopes to computerize all
of its operations in the near future in order to abolish drawbacks of the current system.
Lower level staffs are not very confident with using new sophisticated systems of data
entry and information technology. They rely on petty cash books and manual entry of
receipts. Thus they are reluctant to switch over but the recent trends in the industry havecaused a greater reliance and cost effectiveness of computerized systems. This has been a
growing concern for most of the managers at McDonalds.
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Figure 1.1 organizational hierarchy
1.2 The stakeholders in McDonalds
A stakeholder is any individual or organization that is affected by the activity of a
business. They may have a direct or indirect interest in the business, and may be in
contact with the business on a daily basis, or may just occasionally. Refer figure 1.1
1.2 The main stakeholder in McDonalds.
Customers :-
A person, company or other entity which buys goods and services
produced by another person, company or other entity
The bank:-
An organization, usually a corporation, charted by a state or federal
government which does most or all the following: receives demand
deposits and time deposits, honors instruments drawn on them, and
pays interest on them; Discounts notes, Makes loans and invest in
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securities; collects checks, drafts and notes; certifies depositors
checks and issues drafts and cashiers checks
Management :-
Directors & managers who have the power and responsibility to
make decisions to manage an enterprise. As a discipline,
management comprises of the interlocking function of formulating
corporate-policy and organizing, planning, controlling and
directing the firms resources to achieve the policys objectives.
The size of management can range from one person in a small firm
to hundreds or thousands of managers in multinational companies.In large firms the board of directors formulates the policy which is
implemented by the chief executive officer. Some business
analysis and financiers accord the highest importance to the quality
and experience of the managers in evaluating an organizations
current and future worth.
Investors :-
An individual that commits money to investment products with the
expectation of financial return. Generally the primary concern of
an investor is to minimize risk while maximizing return. as
opposed to a speculator, who is willing to accept a higher level of
risk in hopes of collecting higher than average profit.
Employees or staff:-
A person who is hired to Provide services to a company on a regular
basis in exchange for compensation and who does not provide these
services as part of an independent business.
Shareholders :-
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Individual, group or organization that holds one or more shares in a
firm, and in whose name the share certificate is issued. It is legal
for a firm to have only one shareholder. Also called stock holder.
Government :-
Body of people that sets and administers public policy, and
exercises executive, political and sovereign power through customs
institutions and laws within the state.
Figure 1.2 structure of the stakeholders in a restaurant
1.3 Decision making and its progression in McDonalds.
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Decision making is the process through which managers identify organizational problems
and attempt to resolve them for the future development of the organization. Managerial
decisions are of two types: programmed and Non-programmed managerial decisions.
Programmed decisions
Programmed decisions are routine, repetitive, well structured situations developed
through the use of predetermined decisions rules.
Examples include: Frequent maintenance and servicing of the restaurant machinery and
equipment, definition about what disciplinary action to be taken when an employee
reports to work in an intoxicated condition.
Non programmed decisions
Non programmed decisions are predetermined. Here, decision rules are impractical, since
the situations are novel or ill structured. Most non programmed decisions are taken at the
top level as they involve effective decision making and creative.
Examples include: identify the location for new franchise.
Decision making under risk.
In some situation, a manager is able to estimate the level probability at which certain
variables could occur. The ability to estimate may be due to experience, incomplete but
reliable information or, in some cases, an accurate report. When estimates are made, a
degree of risk involved. However some amount of information about the situation is
available. The situation requires estimating the probability that one or more known
variables might influence the decision being made. Refer figure 1.3
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Figure 1.3 structure of decision making process.
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1.4 The range of decisions to be taken to communicate with the
stakeholders of a restaurant.
Stock control decision > suppliers, customers.
Finance decision > shareholder, employees, management.
Customer care decision > customers, employees, management.
Product decision > management, employees, investors
Research and development decision > investors, shareholders, management.
Marketing decision > customers, employees.
Recruitment and training decision > management, employees.
Franchising decision > management, shareholders, employees.
1.5 Financial & franchising decision
Financial & franchising decisionare made in MacDonalds to the stakeholders,
McDonalds finance department has two key areas of responsibility: financial reporting
and management accounting. Although each of these functions has different priorities
working together ensures the best financial position for the company now and for the
future.
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Figure 1.5.1 structure of the finance sector in McDonalds
Financial reporting
Financial reporting looks at historical performance with the primary responsibility of the
corporate Accounts department being the preparation of annual finance statements and
reporting McDonalds monthly results to their parent company in the U.S. several
specific functions are in place in order to achieve these requirements:
A centralized Accounting center is responsible for processing all accounts
receivable and payable transaction, banking income, managing working capital
and also for the maintenance of the fixed asset registers. The accounting center
provides day to day support to every McDonalds restaurant.
Treasury and tax experts ensure compliance with tax laws and make sure the
company has sufficient cash flow and appropriate finance in place in order to
meet business needs.
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Payroll staffs are responsible for the accounting and payment of wages to all
68,000 staff.
Management Accounting
The commercial finance department has a predominantly forward looking focus, using
management accounting to analyze past financial performance in order to project and
improve future results and aid commercial decision making. Key to the decision making
process is information about are competitors and the market environment. This is
provided by the McDonalds business strategy & intelligence department which
specializes in internal and external data collection, for example customer research.
The commercial finance team helps define and measure several key targets known as key
performance indicators (KPIs) which McDonalds must achieve in order to succeed in its
business strategy. Although these indicators are both financial and non financial to ensure
a balance scorecard approach, the commercial finance team concentrates on the results of
the financial KPIs.
McDonalds has two sources of profit:
Sales made by company owned restaurants.
Rental and royalty income from franchised restaurants.
It is the responsibility of the senior management at McDonalds reinvests the profit made
by the company in order to generate future cash flows and returns for the shareholders.
Whether this is done by building new restaurant, reinvesting in existing restaurants,
paying all depts., to reduce financing cost or paying a dividend to shareholders. Their
decisions will be based on financial appraisals carried out by the McDonalds finance
team.Refer figure 1.3.1
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Figure 1.5.2 structure of decision made by the finance sector in McDonalds.
The key role of the McDonalds finance team is to help formulate relevant targets for the
business and report actual performance against these targets. Analyzing these data allows
us to highlight areas where improvements might be made within the business. As with all
McDonalds performance analysis, financial measures are considered alongside non
financial measures and consideration of long term effects, so as to evaluate the activity
from a balanced position.
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Key performance indicators include:
Comparable sales growth
Measuring increased demand and market expansion is done by comparing like-for-like-
sales, year-to-year and day-to-day. McDonalds breaks this down further into the
comparable sales for different areas of the business so as to identify areas of sales growth
opportunity and enable it to adopt quickly to change in the market. For example,
comparing:
Sales at different times of the day
Sales at restaurant located near each other
Sales of specific products over time.
Figure 1.5.3 structure of the success of McDonalds through effective decision making.
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1.6 Customer care and product decision
Customer care and product decisionand how they communicate it to their stockholders,
McDonalds has some phenomenal system in place, developed and proven by input ofbillions of dollars and hundreds of thousands of man-hours worth of research. The system
they offer are effective or they would not be in place and when the system and procedures
that are not effective are proven ineffective, theyre changed.
Any unsuccessful McDonalds whether unsuccessful from the customers point of view:
Poor quality
Slow service
Dirty restaurant or environment.
Now this can be grown into successful McDonalds restaurant by implementing and
vigilantly following up on system and process and procedures that the McDonalds system
offers.
The most important thing that leads to McDonalds success is managers willing to do
what it takes to follow procedures, not to mention riding crew and other managers in
regard to training those procedures and following up with them all the time.
Its a heavy responsibility for a manager who wants to do the best they can every day,
because its pretty likely most of the people around you do not wake up and set out to
excel every day. The majority of crews and managers in McDonalds is just people
showing up collecting a paycheck, looking to finish their shifts and get away as fast as
possible.
Its nearly always possible to motivate any person, no matter how difficult the personality
is. If what you want is your crew and managers to follow procedures the easiest way is to
manipulate them to do what you want them to do, is to show them how it benefits then
and how their actions can affect others.
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Customer service:
The success of McDonalds since the first opening up to the present, can be attributed to
its very strong culture that bonds together its franchisees. Their main driver in everything
they accomplished people, from the brand ambassadors of their customers (employees)
up to customers themselves.
Organizational culture is relatively enduring, interdependent symbolic system of values,
beliefs and assumptions evolving from and imperfectly shared though organizational
members, interaction allowing them to ascribe common meanings to the encountered
stimuli in the organizational context. These functions are accomplished by meditating the
implicit and explicit rules that act as culture warrants. Simply stated, it is the way thingsare done around the place. And for McDonalds their vision statement is quality, service,
convenience and value (QSCV). These beliefs are their shared value system, which forms
the basis of all its business decision.
As the restaurant wants to be known for its consistent high quality food and uniform
methods of preparations, the hamburger university created to train unskilled people to
follow the McDonalds formula. Through this, they can ensure repeated business based on
the system reputation rather than a single store/operators quality. The specific thingsthought at the said university ranges from the making and serving hamburgers, quality,
and control all through its way of dealing with customers and crews.
They are also taught to possess and practice strong traditional values like loyalty,
dedication and service in maintaining the family-like culture of McDonalds. The culture
in reinforced continually through inspection and administering of contest that determines
who among its sets of franchises best reaches McDonalds standards. They are honored in
a ceremony where these franchises and regional association feels their oneness as a big
family.
The manuals of the McDonalds employees not only emphasize organizations motto and
QSCV, is also spells out everything they need to know to perform their task efficiently. It
includes detailed rules on cleaning, food preparation and employees grooming and
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hygiene. They help ensure efficiency, predictability and control in the production and
customer service.
To maintain and to improve their service, the organization gets feedbacks such as ideas
and their current service level and customer satisfactory details from the customers,
employees, and management and from the environment so they could excel more on
achieving their vision statement.
1.7 Marketing Decision
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Marketing Decision made in McDonalds for their unfailing success: according to the
Sunday, January 11th 2009 New York Times business front page article on McDonalds,
several reasons were laid out for its success:
New menu items
Longer hours
New buildings
More measured growth
Operationally focused plan to win it focuses on people, products, place, price
and promotions. Refer figure 1.5
Figure 1.7.1 structure of the growth of McDonalds as of November 30, 2009
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Not noted, but also true, is that McDonalds earning flow itself is diversified, with
company operated stores. Franchisee operations and real estate operation (lease / sell) all
earning contributors. McDonalds also pays attention to details in just walking through the
stores talking to staff and driving McDonalds market a few observations are apparent:
McDonalds has had its nutritional menu components listed years ago not fighting
it e some industry trade groups do butt full discloser upfront.
Its menu has every day part: breakfast, lunch, dinner, AM and PM snack, dinner
and late night covered with both value offering and premium price points thats
the barbell strategy.
Its coffee tastes good beating out the niche coffee operators in my opinion.
It does not charge ATM fees to use debit cards unlike some other QSR operator.
Ergonomics: ever noticed how calmly McDonalds hourly employees work ever
during the rush, its because the equipment layout and menu is right.
Establishing the place attribute (McDonalds: Im loving it) as an experiential
factor, beyond just low prices or LTO offers. McDonalds marketing its self is
diversified, with national, regional co-ops and local store marketing pillars.
The staff is amazingly tenured, you can easily find store general managers with 30
years seniority, unlike the other churn and burn operators who build their model
on turnover.
The company and franchisee actually works together. Franchisee and thecompany work together in marketing co-ops, not a top down, take it or leave it
mentality.
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The effectiveness of Ads : emphasis on the warmth, happiness and fun, constantly
changing the content of its Ads, no western faces, most of the song goes with a
nice song and music
Familiarity: familiarity is a major factor for McDonalds success. To many kids,
the golden double arches do not just represent food, but also home, a sense of
closeness.
Shops with bright and specious interior; air condition and comfortable seats.
2 Problem definition & analysis
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This section of the report focuses on three key areas of interest for the company:
Information Management
Communication Management
Knowledge Management
2.1 Information Management
Information Management is the collecting and managing of information from one or
more sources and the communication/distribution of it within and outside the
organization. The need for information management in an organization is of great
importance in order to keep all stakeholders satisfied and to communicate the right
information to the right individual at the right time.
2.1.1 Benefits of Information Management
Easy, efficient and less time consuming entry, storage and access of records.
Lower operating costs and reduced wastage of resources tied to records handling,
such as labor, office space, equipment and supplies.
Also provides back up if a computer based information storage system is used.
Allows proper information to be given to specific stakeholders promptly.
Ensures that long-term records are stored in environmentally appropriate space.
2.2 Knowledge Management
Knowledge Management can be defined as the managing of systems and technologies,
people, processes, techniques and knowledge assets. An emerging area in management
that is constantly changing and has to be updated. There are two approaches to
knowledge management:
Tacit Knowledge: Inner Knowledge that is approached as difficult to obtain from
its source.
Explicit Knowledge: Open Knowledge, easily accessible by the outside world.
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To improve the dissemination of tacit knowledge at McDonalds transferring of
knowledge carriers from one part of the organization to the other can be done. By
bringing together expertise from all areas [production distribution] giving them a team
project and a goal. Tacit knowledge can be shared for the benefit of the organization
through problem solving. This will lead to new knowledge creation.
As an organization some knowledge has to remain tacit to prevent it from leaking out to
competitors. But other knowledge within the organization has to be transferred from the
seniors to the juniors and from the company to its stakeholders.
2.2.1 Benefits of Knowledge Management
Eliminates redundant processes, streamlines operations and enhances
employee retention rates
Facilitates better more informed decisions.
Contributes to the intellectual capital of the organization
Encourages free flow of ideas which leads to insight and innovation
Improves customer service, efficiency and leads to greater productivity.
2.3 Communication Management
Communication is a two way process of exchanging information and ideas through any
mode (Oral, Written, Visual, Electronic) with the feedback or implementation of the
message being a measure of its effectiveness. The systematic planning, implementing and
motoring of all communication channels within organizations is called communication
management.
Communication can be improved by introducing an email based memo system at the
extreme of all remedies available. If all employees in the department work with
computers and have access to the Internet. E-memos can be sent to all concerned with
receipt of acknowledgement. But may not be the right mode for all messages. The most
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practical move would be to increase the number of information exchanging and problem
solving meetings. If cross functional teams are active the coordination of all departments
will increase. Here the sales personnel could discuss with the marketing and other
departments what the current situation is and what customer attitudes are towards the
service and the product. Communications with other external parties are also important.
Networking will help to assist this type of communication. Informing of any changes in
the sales procedures, product prices, sales terms and even new products. Should strictly
be conformed to meeting with the entire department. Encouraging feedback and two way
communication so that all doubts are clear. This may not lead to 100% accuracy but proof
of prior instruction is provided. Effective communication is based on both content and
form presenting information to groups authoritatively and creatively is the key.
2.3.1 Qualities of an Effective Speaker
A good manager should have good interpersonal skills, moderate emotional skills,
courage, self confidence, problem solving skills, and be able to gain trust and control of
his/her voice.
Presenting of information to groups effectively can be reflected through:
Proper Organization of facts and ideas to be communicated
Good Preparation
Enthusiasm about the topic
Confidence in one's self
Clear expression and tone of voice
Ability to engage audience
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2.3.2 Benefits of Effective Communication
Speed of reaction to changing conditions and situations will increase when
communication channels are not polluted.
Speed of decision making in the company will increase.
Staff motivation levels will rise when they participate in decision making
Increased effective coordination between departments
The number and quality of ideas generated by staff will improve.
2.4 Decision making techniques in McDonalds.
The following four techniques are used in the decision making process:
Marginal analysis :
This technique enables an assessment of additional output
derived for an extra amount of input resource that is added.
This option is viable for evaluating alternatives in the decision
making process.
Financial analysis :
It enables an estimation of the profitability of investment,
calculation of pay-back period, and an analysis of cash inflows
and outflows.
Break Even analysis :
Break even happens when total revenues equal total cost, or
when profit is nil. At this time point, it becomes necessary to
cover the fixed cost. Break-even technique aids in making a
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comparative analysis of the alternatives that are available,
based on price, fixed cost and variable cost per unit.
Ratio analysis :
It compares the financial statements to evaluate the
organizations financial position, strengths and weaknesses,
historical performance etc.
Operation research techniques
An operation research technique enables the use of quantitative technique in decision
making. Some of them are as follow:
Linear programming :
It enables the decision maker to allocate scarce resources optimally
and maximize profit. This technique is used mainly in product mix
decision, inventory management problems and scheduling
production facilities.
Queuing or waiting line method :
Queuing method is a scientific approach for optimizing customer
service.
Game theory :
This technique enables to formulate a strategy based on the
competitors strength and decision and ones own action.
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Simulation :
Simulation is used to evaluate the alternatives for complex
problems.
Decision tree :
Another mathematical approach, which enables to choose between
several alternative courses of action.
The methods of collecting informations for business decisions are as follow:
Analyzing organizations past annual report
Customer feedback or through customer satisfaction survey
Group meeting
Group discussion
Financial statement
Balance sheet
Past sales records.
Customer complaints and suggestions.
2.5 Methods of ensuring secrecy in an organization
Implement company policies to ensure secrecy. And advice the employees on
monthly basis in regard to this, also make sure they are aware that breaking any
company policy will lead only from being suspended from the employment.
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Make sure only necessary information is provided through the organization web
site, intranet (within the company) so we could prevent company secrets such as
future promotions, food recipe information and company strategies not to be
available for all parties.
Restrict USB usage on the computer of every employee and only give access to
certain employees upon special request like for managers and senior managers
and the head of the division so you could prevent information from going out of
the company also keep the IT system from effecting from unwanted virus.
Monitor every computer and make sure valid information being transferred
internally and externally.
Create software where no one will be able to download or copy company details
that are circulated among the organization.
Implement common network policy throughout the organization.
Use specifically designed software for the company system network. ex : dialog
affinity, CCRM, V5, IR rate finder.
Place CCTV around the work environment.
Issuing electronic identity card to to maintain a record of employees in and out
floor. Also Having Finger scan/ pin code door access.
1 Networking
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Networking is the art of making personal connections to improve one's own situations.
Networks are groups of people that one comes into contact with on a regular basis. It is a
powerful way to operate and is one of the best communication channels an organization
can use to grow.
As the management team ofEdna we have planned to launch a product a new improved
highly secure chocolate bar VITA for every age group. This is one chocolate that
everyone can enjoy.
The specialty of this chocolate is that we have categorized it for three different age
groups.
Children
Youth
Young adults & elders
The reason for this is that not everyone is allowed to have chocolate depending on their
health and age.
EXP:
Children: - loves to have chocolate, but according to certain parenting their
restricted in having them frequently. But this chocolate has been tested and made
for children to have it frequently with no restriction, as this bar contains a lot of
vitamins and minerals a child requires, that helps them to keep your children
healthy and strong all the time.
Youth: - the current generation is more advanced than before, they always want
to keep them selfs education and are hunger for knowledge. Also loves to have or
experience something new. So this bar has been specially created for them to
develop their knowledge as every bar contains a pin code, where they have to log
into the EDNA site and enter the pin code, as they do they will be able to
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purchase a E-Book on any subject free of charge with a free phone ring tone for
their mobile phone.
Young adults & elders: - at this age people are more vigilant and concern of
their health, so they do restrict themselves from having sweets such as chocolates.
But now they have nothing to worry as we have come up with a solution, this
Choco bar is made especially for them, as it doesnt affect their health and its
made especially for diabetes, heart patients.
Now we have decided to promote this product through personal networking. Let me list
down the people we need to reach to promote the product.
Employees
Investors
customers
government
shareholders
family members
Friends
neighbors
Pharmacist
Teachers
Doctor
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Let me now explain the amount of information required for every stakeholder we have
identified to promote are product through personal networking:
Employees :-
Educate them with our Product knowledge such as the price, the
quantity, the flavor, ingredients etc. And how its going to benefit
every age group. Current promotions implemented for this product.
Also give them the knowledge of why this chocolate is better than
the other competitors product.
Investors :-
Educate them with our Product knowledge such as the price, the
quantity, the flavor, whether it has been ISO certified by SLSI,
packaging, total and accurate product cost detail etc. And how its
going to benefit every age group. Current promotions implemented
for this product.
Customers :-
Educate them with our Product information such as the price, the
quantity, the flavor, ingredients etc. And how its going to benefit
every age group and the specialty of this product. Chocolate
Current promotions implemented for this product. Also give them
the knowledge of why this chocolate is better than the other
competitors product.
Government :-
Whether this has been ISO certified, total cost of the product.
Standard legal documentation details for this product.
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Shareholders :-
Educate them with our Product information such as the price, the
quantity, the flavor, ingredients etc. And how its going to benefit
every age group and the specialty of this product. Chocolate
Current promotions implemented for this product. Also give them
the knowledge of why this chocolate is better than the other
competitors product.
Family members :-
Educate them with our Product knowledge such as the price, the
quantity, the flavor and ingredients. And how its going to benefit
every age group and the specialty of the product. Also give them
the knowledge of why this chocolate is better than the other
competitors product. Product promotions.
Friends :-
Educate them with our Product knowledge such as the price, the
quantity, the flavor and ingredients. And how its going to benefit
every age group and the specialty of the product. Also give them
the knowledge of why this chocolate is better than the other
competitors product. Product promotions
Neighbors :-
Educate them with our Product knowledge such as the price, the
quantity, the flavor and ingredients. And how its going to benefit
every age group and the specialty of the product. Also give them
the knowledge of why this chocolate is better than the other
competitors product. Product promotions
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1.2 The benefits of developing relationship with people.
Customer :-
They will get to know about the chocolate ingredients and its
healthiness so this would motivate them of having it in regular
basis. Also since when they are satisfied with the chocolate they
will be loyal toward the product and the repeat purchase times will
increase.
Family members :-
Family members are the closer contact for us, and they are always
there to help us succeed. So as they have been informed about the
chocolate VITA and its benefits of having it, they would definitely
promote it to everyone they come across. This helps us to reach out
the product on personal trust among people.
Friends :-
As family members friends also are the same. Having a closerelationship will helps us promote the product to their friends and
families as well through personal trust.
Pharmacist :-
As per the site of people the product in a pharmacy are healthy,
notorious and good to health. So building up a good relationship
with a pharmacist helps us to reach out to more people as well.
Also the trust on the chocolate will be also high for the purchases
to promote it to their friends and family.
Teachers :-
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This is a good way to promote are children and young adult
categorized chocolate. Since teachers do have direct contact with
them. And it helps us increase the trust on are chocolate. Also this
will help us in future if a certain institute is willing to take an
agreement to sell the chocolate in their premises to their students.
Doctors :-
People do rely on a doctors word when it comes to their health
and personal growth. So having a personal relationship with them
will help us market the chocolate to all his patience, specially will
be able to promote the children and young adults / elders
categorized product as it is mainly focused on people health.
1.3Strategies for improvement
In future promoting the product to more people through personal networking.
Exp: milkman, mailman, physician, carpenter etc.
Getting involved in activities so you could expand relationship among people.
Exp. Attending trade shows, attending parties, attending charity functions, joining
a gym/ health club. Joining Rotary / lions club.
Introducing new flavors and more variety of chocolates by identifying the need of
our customers.
Coming up with good promotions that will benefit for the customers.
Attracting packaging.
Improving the product by identifying the customer complaint and there inquiries.
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As personal networking has a good impact on promoting the product it also has its
negative side, meaning when developing relationship with people we also develop
Trust among them. So there are possibilities where we will be affecting the secrecy of
the organization by accidently sharing company secrets and future decision and planning
information by word of mouth. For an exp. Family members, friends we have a more
closer understanding with tem that we do communicate everything to them. So a
possibility of breaching company secrecy is very high as it comes to personal networking.
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Conclusion
The purpose of this report was to analyze the current management of Communication,
Knowledge and Information of McDonalds. The current functioning of all three areas of
study were researched into and findings were published. The lacking areas were
identified and suitable methods of mending problematic areas were presented. Ways of
implementing the suggested possible solution were also stated.
in course of the study is was found that McDonalds has a good management structure and
is also a well planned organization. The reason for McDonalds to spread their branches
and franchise outlets is cause of their well organized and maintained financial decision
making. And the reason for there successful service and food menu is their marketing
decision made and well trained customer care service.
We have also analyzed the sources of information and recommended methods to improve
their service. Also suggested methods to ensure there organization secrecy.
Using personal networking we have identified and educated are self of how to promote a
product and for whom we will be promoting it through. And the benefits the organization
gets out of it. also suggested future strategies for improvement. And discussed on how
personal networking can affect organizational secrecy.
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References
Richard L. Daft Vanderbilt University (2009) Principal of management by Pg: 255
David sagar, Larry mead, Kevin Brampton Fundamental of ethics, corporate governance
and business law.
BusinessDictionary.com.(2009) ,Information management ,Available from:
http://www.businessdictionary.com/definition/information-management.html,(Retrieved
on November 25, 2009)
BusinessDictionary.com, (2009) knowledge management. Available
from:http://www.businessdictionary.com/definition/knowledge-management.html
(Retrieved on November 25, 2009)
About the customer service level in McDonalds
http://ivythesis.typepad.com/term_paper_topics/2009/05/customer-care-at-mcdonalds.html
The success and marketing strategies of McDonalds
http://seekingalpha.com/article/114512-reasons-for-the-enduring-success-of-mcdonald-s
Information Management Benefits, Information Management Associates, Available From
:http://www.theimpros.com/benefits.html
Anton Trevin Alphonsus, Batch 30, Business Management
http://ivythesis.typepad.com/term_paper_topics/2009/05/customer-care-at-mcdonalds.htmlhttp://ivythesis.typepad.com/term_paper_topics/2009/05/customer-care-at-mcdonalds.htmlhttp://seekingalpha.com/article/114512-reasons-for-the-enduring-success-of-mcdonald-shttp://ivythesis.typepad.com/term_paper_topics/2009/05/customer-care-at-mcdonalds.htmlhttp://ivythesis.typepad.com/term_paper_topics/2009/05/customer-care-at-mcdonalds.htmlhttp://seekingalpha.com/article/114512-reasons-for-the-enduring-success-of-mcdonald-s8/6/2019 Managing Communication 01
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