bus com sample project

8/7/2019 BUS COM SAMPLE PROJECT

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THE CAMRIDGE ASSOCIATION OF MANAGERSADVANCED DIDLOMA IN BUSINESS MANAGEMENT

BUSINESS COMMUNICATION

Analysis of the effective documentation in communication

Dissatisfaction of employees due to ineffective communication process in the organisation for a year

(2009-2010)

A case study of World Vision (Kenya)

DONE BY

CANDIDATE NUMBER

PURPOSE FULFILLMENT OF CAMBRIDGE ASSOCIATION

MANAGERS ADVANCED DIPLOMAA IN

BUSINESS MANAGEMENT ORGANISATION

BEHAVIOR

PRESENTED CAMBRIDGE ASSOCIATION OF MANAGERS

INTERNATIONAL EXAMINATION CAMBRIDGE,

UK

DATED November 2010


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DECLARATION

I hereby declare that this is my original work and it has not been exhibited nor published in

any way and has never been presented for any awards in any institution.

Name: Signature Date

This project has been submitted for an examination to Cambridge Association of Managerswith approval as supervisor.

LECTURER

Name: Signature.. Date.

This project has fulfilled the Quality Assurance Policy requirements

Name. Signature.. Date:.

This project has been submitted for an examination to Cambridge Association of Managerswith approval as moderator.

Name: Dr. Humphrey Oborah Signature.. DATE..

Head of Missions and Curriculum Manger for East and Central AfricaDIGITAL ADVISORY LEARNING CENTRE (DALC).

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ACKNOWLEDGEMENT

I would like to thank World Vision for kindly giving me an opportunity to make a research

for their company and for providing valuable data, especially . and for assisting

to get all the detailed information.

My special thanks go to my sister for letting me have this opportunity to study and

always sharing ideas with me on the way forward to make this project a successful not

forgetting Joy ,my classmates and the almighty GOD.

My lecturer Mrs. for being there to support and giving help in this module,

with his knowledge to make this project perfect, not forgetting DALC for giving me all the

facilities to work on in order to put this project up to date.

Finally very special acknowledgement goes to Dr Humphrey Oborah Head of missions and

Curriculum manager for career development in East Africa.

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EXECUTIVE SUMMARY

World Vision is a Christian organisation, located in most parts of the world, but this project is

a case study for World Vision Kenya based in Karen. It was founded by Dr.Bob in 1950 and

their aim is to cater for the well being of children through emergency relief, economic

development etc. The objective of carrying out the project is to give details on how human

resource procedures are implemented and mainly focusing on the recruitment and selection.

This process should be able to give the management an opportunity to satisfy the candidates,

employees and the organization itself. During the research the researcher found out that the

department was not performing well as most vacancies were filled by word of mouth or

bribery amongst the recruiters which led to poor performance of work being done by selected

candidates who dont have enough skills and knowledge and as a result it affected the

organisation and the current employees. However the main problem the researcher came up

with was the organization does not have elaborate recruitment and selection policy as

vacancies are filled up by word of mouth, the researcher went ahead and gave some of the

solutions such as advertising should be done to all positions which fall vacant as well as

hiring a qualified human resource specialist.

As the research progresses the researcher found out that some of the solutions are cost

effective and they still need to be implanted for the smooth running of the organisation since

human resource department caters for the employees in the organisation, evaluation was done

and giving estimated costs and the activities which needs to be carried out.

A report was documented to Directors of the organisation for them to approve for more

researchers to be conducted, data was collected to from various departments of the

organisation and it was illustrated in different types of visual points to illustrate how other

departments feels about the ongoing recruitment going on. Most of the departments managed

to point out their views by willing to change and use professional systems to attract

candidates as to build the good image of the organisation. Suggestions were raised by the

researcher, so as to help the staffing specialist in different ways they can recruit for the better

of the current employees and as well as retaining more.

Number of words: 716

ACRONOYMS

D.A.L.C DIGITAL ADVISORY LEARNING CENTRE

H.R HUMAN RESOURCE

C.E.O CHIEF EXECUTIVE OFFICER

W.V WORLD VISION

P.R PUBLIC RELATIONS

STFFNG SPLST STAFFING SPECIALIST

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A.D ADVOCACY DIRECTOR

P.R.S PUBLIC RELATIONS SPECIALIST

F.N.C FINANCE

DRCTR DIRECTOR

JAN JANUARY

FEB FEBRUARY

TABLE OF CONTENTS

Declaration i

Acknowledgments ii

Executive Summary.. iii

Acronomy.. i v

Table of Contents v

List of figures and Tables vi

Chapter 1

Company History 1

Organisation structure .. .. 2

Department of study.. 2

Assessment of Institutions Procedures and findings.. 3-4

Statement of the Problem . 5

Proposed solution. 6-7

Evaluation of solution . 8-10

Evaluations of options 11-12

Chapter 2

Restatement of the Problem. 13Restatement of the Suggested Solution. 13

Project Broad Objective.. 13

Specific Aims....... 13

Chapter 3

Methodology Research .. 14-17

Chapter 4

Data Analysis . 18-19

Chapter 5

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Conclusion and Recommendation 20

Implementation plan. 22

Limitations and Suggestions for improvement. 23-24

References .. 25

Appendix. 26-27

LIST OF FIGURES AND TABLES

SECTION A

Fig 1 Organisation structure

Table 1 Assessment of institutions Procedures

2 Statement of the problem

3 Proposed Solutions and Justifications

4 Evaluation and Solutions

SECTION B

Fig 1 Pie Chart

Fig 2 Data Analysis Operational staff

Fig 3 Data Analysis Middle level staff

Fig 4 Data Analysis Top Management

Fig 5 Gantt chart

Table 1 Data collection Operational staff

2 Data collection Middle level staff

3 Data collection Top Managemen

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CHAPTER 1

1 .1 COMPANY HISTORY

World Vision was founded in 1950 by Dr.Bob Pierce a young pastor and missionary .World

Vision international is a Christian relief and development organisation working for the wellbeing of all people especially children through emergency relief, education health care,

economic development and promotion of justice .World Vision helps communities and help

them.

Established in 1950 to care for orphans in Asia, World Vision has grown to embrace the

larger issues of community development and advocacy for the poor in its mission to help

children and their families build sustainable futures.

Working on six continents ,World Vision is one of the largest Christian relief and

development organisations in the world .The heart of world visions work is in helpingcommunities build stronger and healthier relationships .The absence of such relationships

impoverishes communities .

World Vision focuses on children because they are the best indicator of a communitys social

health .When children are fed ,sheltered, schooled ,protected ,valued and loved a community

thrives.

Vision Statement

Our vision for every child, life in all its fullness.

Our prayer for every heart, the will to make it so.

Mission Statement

World Vision is an International Partnership of Christians whose mission is to follow our

lord and Saviour Jesus Christ in working with the poor a and oppressed to promote human

transformation ,seek justice and bear witness to the good news of the kingdom of god

1.2 ORGANISATION STRUCTURE

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The company has a functional organisation structure .The structure is based on the functions of the

departments.

DEPARTMENT OF STUDY

Department of study - the organization consist of Public Affairs & Communication department which

conduct activities in an effective, legal, fair and consistent manner. The Public relations management

serves these functions communication strategy and panning. The manager has responsibility to the

functions that deal with the needs and activities of the organization's people including these

areas of responsibility such communication and management and employee relation.

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COUNTRY

MANAGER

MARKETIN

G

MANAGER

SALES

MANAGER

SUPPLY

CHAIN

MANAGER

HUMAN

RESOURCE

MANAGER

FINANCE

MANAGER

PUBLIC

AFFAIRS&COMMUN

ICATION

MANAGER


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1 .3 ASSESSMENT OF INSTITUIONS PROCEDUCERS, FINDINGS AND

SOLUTIONS.

World Vision makes use of various Communication tools and techniques .In this section theresearcher will identify what is found in this department via-a-vies the standard syllabus

items as defined by the syllabus of this course.

Table no// 1. STANDRAD SYLLABUS ITEMS, FINDINGS AND REMARKS

Standard Syllabus Item Findings Remarks

There should exist effective

communication

At World Vision, any policy decided at the

top management takes a longer time to

reach the junior staff, these makes it

difficult to respond positively and to

provide customers with first hand

information.

For communication to be

effective to an organization,

World Vision should avoid

ineffective communication

and try to improve in a better

effective communication

process.

There should be a

documentation Policy in any

company.

The communication department is forced to

hire consultants from outside the institution

since their communication specialists are

not well versed in their documentation

strategies. For example project writing

There is need for proper

training

There should exist good

Interviewing system within

the organization.

At World Vision, the human resource

management has embraced the policies of

interviewing and induction

Good interviewing is the K

key to good customer

delivery in any organization

There should exist advanced

technology in any firm in this

competitive world

World vision has a well established IT

Department organized by the

Communication department; however, very

few staff have the knowledge of using this

system hence encouraging the use of paper

work.

The company should take a

step in training her staff to

make use of the technology

1 .4 STATEMENT OF THE PROBLEM

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Observations above indicate that the department makes good communication techniques

.However, communication must not only be efficient but cost effective .In this section the

researcher will identify some of the weaknesses noted and make a justification for the same.

Table no// 2. Statement of the problem

Statement of the problem Justification

Effective communication is not being put

into consideration in terms of future

requirements of people the departments is not

taking this activity serious.

The researcher found out that decisions

regarding communication issues are

delegated to people who do not understand

the interviewing system, this is resulting in

mechanistic structure.

There is need for World vision to train her

staff on the use of IT technology and

especially the use of the internet

Effective communication is having valid

feedback in terms of both methods and

process of communication and competence

which does not exist in the organisation as a

result leaving the people unaware of their

relating position

Rules and procedures are not handled, this is

lengthening decision making issues easier to

deal with, coordinating and control is

decentralise, as a result it is bringing

problems to the staff as they are not aware of

the rules and regulations to abide with.

Ignorance of the latest technology has led to

slow growth of the institution and ineffective

communication. This has widely prompted

crises in the organization in subsequent

seasons.

1 .5 PROPOSED SOLUTIONS, JUSTIFICATION

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In this section the researcher will identify possible solutions to solve the weakness identified and

make a justification for the same.

Table no// 3 .Statement of the Problem, solutions and Justification.

Statement of the problem Solutions and Justification.

Effective communication is not being put into

consideration in terms of future requirements of

people the departments is not taking this activity

serious.

The researcher found out that decisions regarding

communication issues are delegated to people

who do not understand the interviewing system;

this is resulting in mechanistic structure.

Solution.

The organization should embrace good channelsof communication, e.g. Internet

Justification

This will enable the company to communicatefaster and reach an agreement

Solution2

All modes of communication should beaccessible to every staff in the organization.

Justification

This will provide the organization withimmediate feedback.

Solution 1

Good training to senior staff who hold interviews.

Justification

Policies will be adhered to and communicationwill flow

Solution 2

Induction of new employees should be at mostthree months to allow incorporation

Justification

Customer service starts with the new employee

on the first day of the job. This is carried on tothe whole organization

1.6 EVALUATION OF SOLUTION

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In this section you will need to evaluate all the two options for each of the two problems and

compare their net benefit values individually with a view to identify the best recommended

solution for the organisation.

Statement of the problem Suggested Solutions, option and Evaluation

Effective communication is not being putinto consideration in terms of futurerequirements of people the departments is nottaking this activity serious.

The researcher found out that decisions

regarding communication issues are

delegated to people who do not understand

the interviewing system; this is resulting in

mechanistic structure.

Solution.

The organization should embrace goodchannels of communication, e.g. Internet

Evaluation 1,000,000

Period 4 years

Advantages

Good flow of comunication

Disadvantage

Expensive

Solution2

All modes of communication should beaccessible to every staff in the organizationEvaluation

2,000,000 for 4 years

Advantage

More decision making through communication.

Provision of specialized services to staffmembers, the department's goal is to foster

positive relationships, to increase job satisfaction,and to make sure all customer or client needs aremet.

disadvantage

Slow at making decisions since more informationwould have been acquired.

Specialists will also be needed to deal with theincreasing Complexity of legal requirements,court rulings and new legislation.

Solution 1

Good training to senior staff that holdinterviews.

Evaluation 500,000

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Advantage

Work performance is improved

Disadvantage

If the master fails, the entire integratedcompany does not work.

There is more time needed to consume

Solution 2

Induction of new employees should be atmost three months to allow incorporation

Evaluation

1,000,000

Advantage

This will guarantee the company goodworking relations effective outcomes

Specialisation, productivity gains.

Disadvantage

lower job satisfaction (which can lead to

lower productivity)

It will take a bit of time to implement.

1.7 Evaluation of Options

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In this section two options are evaluated for each of the two problems and compare their net

benefit values individually with a view to identify the best recommended solution for the

company.

Option 1

Year Year1 Year2 Year3 Year4 Total

Cost 250,000 250,000 250,000 250,000 1,000,000

Benefits 300,000 350,000 200,000 300,000 1,150,000

Year1 Buying of suitable channels of communication

Year2 Suitable staff

Year 3- training

Year 4- increase in salaries

Year 1 no major changes

Year 2- on job training

Year 3- training is carried out effectively

Year 4- candidates are disappointed with human resource issues.

Total benefits Total cost

1,150,000-1,000,000

150,000

Option 2


Cost 1,000,000 500,000 300,000 200,000 2,000,000

Benefit 1,050,000 600,000 400,000 300,000 2350,000

Year 1-training of employees and workshops

Year 2- employees begin to understand communication issues

Year 3-co-ordination and managing starts to take its shape.

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Year 4- more candidates coming in.

No major results employees begin to take note of improvements

Employees hired begin to respond positively

Some candidates disappointed with P.R activities

Option 3


Cost 100,000 500,000 300,000 200,000 1,000,000

Benefits 150,000 600,000 350,000 300,000 1,400,000

Descriptors

Year1 cost- Advertisement of vacancies

Year2 cost-Interviewing

Year3 cost-Induction process

Year 4 cost-Full Hiring

Year1 benefit- Low benefits but image boosted up

Year2 benefit- customers begin to take note of improvements in the communication

Year3 benefit- customers introduces one another

Year4 benefit- system failures which made customers more disappointed

Net results over 4years-Total benefits Total costs

=1,000,000- 1,400,000

= 400,000

Recommended Solution

The best recommended solution is option number one because this is what the company will be able

to afford in monitory value.

THE CAMRIDGE ASSOCIATION OF MANAGERS

ADVANCED DIDLOMA IN BUSINESS MANAGEMENT

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BUSINESS MANAGEMENT

Analysis of the effective communication in organisations

A Case Study of World Vision (KENYA)

Report Documented to the Managing Director for Action

By the Board of Directors

DONE BY:

DATED : November, 2010

CHAPTER 2

2.0 Re-statement of the Problem

The company does not have an effective communication policy as poor relations are observed

among workers.

2.1 Re-statement of the Suggested Solution

The organisation should advertise all the positions that fall vacant.

2 .2 Project Broad Objective

1) The main objective of this project is to ensure that the researcher review and evaluate the

companys progress by identifying how effective communication policy can be implanted

formally.

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2 .3 Specific Aim

1) To carry out a research on communication process at World Vision (Kenya).

2) To find how implementation of new solutions by the P.R department and line managers is

going to take them.

3) To analyse the effects of a communication procedure on staff performance in organisations.

CHAPTER 3

METHODOLOGY RESEARCH

In this section, the researcher has been given the permission by the Managing Director of the

organisation to carry out a research so as to meet the aims and objectives.

3 .0 Research Design

Descriptive research design it is formal and structured and makes use of questionnaires and

can acquire a lot of information through description, Useful for identifying variables &

hypothetical constructs > which can be further Investigated through other means (kind of like

exploratory surgery, or the USS Enterprise on an away mission (See Appendices for

sample used)

3.1 Sample Population

Table no// 1

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Department Number of staff

Human Resource 15

Finance Department 10

Staffing Specialist 5

Advocacy Department 6

Public Relations 4

TOTAL 40

3.2 Data Collection Methods.

Questionnaires, Interviews

Reasons: Managers are well educated and deal with decision making in the organisation

hence they are willing to give some ideas through writing in order to fill in the set questions

as responses .(see appendix for sample )

DATA COLLECTION

From the Operational Level Staff

Method of collection:Oral Interview

Reason for choosing this method: A good number of the operational staff might not be ready

or willing to write a document as response because they are not well educated and they

require explanation where they do not understand as they give the responses. In addition, the

availability of the staff due to their closeness hence they can be easily reached for interviews,

as they are involved in the day to day activities of the organization

3 .4 Data collected from Operational staff

Department Finance Dpt HumanResource

PublicRelations

Staffingspecialist

AdvocacyDpt

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Number of

employees

willing to

change

10 6 3 3 6

Number of

employees

not accepting

change

5 4 1 2 2

Total 15 10 4 5 6

Source researcher: 200

MIDDLE LEVEL STAFF

Methods of collection: Oral Interviews

Reason for choosing this method: Due to the busy schedule of the Middle level Staff, they

may not be willing to write documents as responses. The staff could be easily reached for the

interviews as they are close and can provide the desired and applicable information. For this

level of staff, the questions were carefully planned and geared towards finding out what they

do routinely the status of the organization to their activities and if they would be willing to

accept a new change.

Table no// 3 Data Findings

Department FINANCE

Dpt

Human

Resource

Advocacy

Dpt

Public

Relations

Staffing

Specialist

Number of

staff willing

to change

13 8 5 2 4

Number of

employees

not accepting

change

2 2 1 2 1

Total 15 10 6 4 5

Top management

Method of collection: Questionnaires

Reason for choosing this method: The top management staffs are highly educated and theydeal with a lot of crisis and wont be able to take more time to respond at their own

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convenience. Questions asked were well thought- out and geared towards finding out what

they do on day-to day basis as well be willing to accept a new change.

Table 4: Data Findings

Department Human

Resource

Director

Finance

director

Advocacy

Director

Public

Relations

Specialist

Staffing

Specialist

Number of

staff willing

for change

3 2 2 5 4

Number of

staff not

accepting

change

1 1 2 1 1

Total 4 3 4 6 5

CHAPTER 4

DATA ANALYSIS AND FINDINGS

The researcher went ahead and analyzed the obtained raw data in a presentable and detailed

manner by the use of pie chart and bar graph.

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Pie chart-it is a proportion of the total figure made up by each component where each slice of

pie chart represents dissatisfaction or satisfied employees to the number of staff in the

respective departments.

Bar graph- compares two situations that is acceptability or neglect among different

categories.

This will give focus to the organisation where they need to put effort during the

implementation plan.

Fig No// 1

DATA ANALYSIS OPERATIONAL STAFF

0

2

4

6

8

10

Finance

dpt

Human

Resource

Advocacy

dpt

Public

Relations

Staffing

Specialist

NUMBEROFEMPLOYEES

DEPARTMENTS

YES NO

KEY

The above graph shows that the most tentative responses were from finance department

And the staffs are willing to embrace change

Fig 2

DATA ANALYSIS FROM MIDDLE LEVEL

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0

2

4

6

8

10

12

14

Finance

Department

Human

Resource

Advocacy Public

Relations

Staffing

Specialist

DEPARTMENTS

YES NO

KEY

Fig 2 shows that change there is change in all the departments, the P.R perception is one of

the departments which has the perception of ability to deal with change, the percentage

outcome will be high.

FIG 3 DATA ANALYSIS FROM TOP MANAGEMENT

0

1

2

3

4

5

Human

Resource

Directors

Finance

Director

Advocacy

director

Public

Relations

Specialist

Staffing

Specialist

DEPARTMENTS

YES NO

KEY

The analysis above shows that the top management are willing to change the way communication is

done.

CHAPTER 5

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5.1 CONCULUSION AND RECOMMENDATIONS

Since the organization is facing challenges of communication, most of the relationships are

poor, as an organization it needs to pull up on the strategies they are using to have the process

effective and efficient. The researcher suggested that the organisation plans to increase

spending on communication because 68%of the organizations plan is to increase their

spending in selection, advertising and training. There is also need for the organization to

perceive their approaches to communicating to be moderately effective. The data analysis has

shown us that the organisation is willing to change their current approach to effective

communication.

RECOMMENDATION

Communication strategies for the organization needs to be reviewed and some of the

strategies they use to recruit both managerial/professional and non-management candidates

was not professional such word of mouth to advertise a position .The organization needs to

use the internet as the most popular advertising medium and its used by most 75% of the

organization to survey, they also need to utilize internal resources e.g. internal job postings

and employee referrals and different kind of agencies will be of help to recruit for positions at

different levels.

If the organization offers candidates and employees a positive culture (e.g. innovative,

diverse ,potential to advance ) and learning environment as well as training they will be more

satisfied employees and more at retaining them.

If all the above can be implemented in the process of recruiting and making advertisements

W.V will be successful organization which many are going to take examples from.

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5.2 IMPLEMENTATION PLAN

World Vision requires a good implementation plan to provide direction and focus of their

activities as well as the organization. This will enable the effectiveness being achieved

through specific strategies. There is a saying in the financial planning business: "Nobodyplans to fail; they just fail to plan." This saying is no less true of human resource management

planning in today's modern farming operation. Too many producers wait until the need for

employees is at a critical stage before they start their search. Including a plan and an annual

review of their human resource needs will save producers countless hours of frustration.

Creating a Public Relation management plan does not have to be an onerous task, but it does

take some time and thought. The effort put into the plan will pay dividends by resulting in

finding the right people for the job. For producers planning on hiring, a Public Relation

management plan is an essential tool in the decision-making process. A plan will help

identify areas where additional employees may be needed as well as positions that require

specific skill to guide implementation effectively; a Gantt chart illustrates activities which

need to be implemented below. This will display the activities to be carried out and also how

long it would take. It also carries the cost of activities to be implemented.

Gantt chart below is a Gantt chart which provides a graphical illustration of a schedule that

helps to plan, coordinate and trace specific tasks in a project. The activities which the

organization needs to implement will take a period of 6 months at a cost of ksh 60,000

GANTT CHART

Activities Jan Feb March April May June

Training

Advertising

Hiring/referencecheck

The Gantt chart shows that both the employee and new candidates who will be coming onboard will be going through a training a session which will be conducted by human resource

specialists for a period of 3 months.

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Since the organization has filling up the positions by word of mouth advertising process willbe going on for as long as 2 months updating the current positions which will be coming upin the organisation.

Hiring and reference checks will be done in the period of a month since all the interviews

would have been done

5.3 Limitations

It was noted that the reasecher faced a lot of limitations in the process of carrying out the

research, some of the noted included lack of adequate time, inadequate information mostly

from operational staff owing to be instilled fear by the top management leadership coupled

with the fact the operational staff were also spectacle about the reason of conducting the

research as well as lack of staff education at the operational level was of great hindrance.

5.4 Suggestions for Improvement.

It is therefore recommend that adequate time needs to be made available to enable good

research work to be conducted.

The management needs to thoroughly prepare staff about the reasons of conducting a

research.

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REFERENCES

1) Business Communication Today (8th Edition) (Hardcover) by Courtland L. Bovee

(Author), John Thill (Author)

2) Business Communication (Harvard Business Essentials) (Paperback)

3) Business Communication: Process and Product (with InfoTrac) (Hardcover) by Mary

Ellen Guffey (Author)

4) Excellence In Business Communication (Paperback) by Thill and Bovee (Author)

5) Business communication, 15th ed. (workbook included) Lehman, Carol M. and Debbie D.

Dufrene.South-Western College Pub.2008

6) Bailey, Edward P. Writing & Speaking at Work:A Practical Guide for Business

Communication. 2nd ed. Upper Saddle River, NJ: Prentice Hall, 2002.

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APPENDIX

SAMPLE QUESTIONNAIRE

What is the background of your organisation? (Overview)

What method do you use to attract potential candidates/employees?

a) Employment agency (b) Search firm (c) Invitation or nomination (d) Network meeting

What specification and skills do you look for in the candidates?

A) Team spirited (b) creative (c) concern for others

What method do you use to select your candidates?

a) Extremely qualified (b) not a fit (c) gender (d) well qualified

How do you evaluate candidates?

Does your human resource department use Human Resource Management Planning Checklist?

..

In terms of your workers training background do you hire already trained professionals for the most

part?

a) YES

b) No

c) Sometimes

In which economic sector does your organization operate?

a) Public Service

b) Political

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c) Financial

d) Technology

e) Other

How many employees are there in your organisation?

1-10 11-25 26-50 51-100 200+

What is the global budget of your organization?

a) 0-$100-000

b) $100,000- 250-000

c) $500,000-1m

d) 1m-5m

bus com sample project

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