A telecommunications service provider. Since it’s beginnings in 1994, this company has become one of New Zealand’s most loved telecommunications

Business Communication

A telecommunications service provider. Since it’s beginnings in 1994, this company has become one of New Zealand’s most loved telecommunications

Case Studies

CASE STUDY (20 Marks)

An Indian marketing executive from a start-up company recently came to us because she gave many webinars and her audience wasn’t responding well. Problem: She spoke too fast, never paused between words and was generally not understandable although

she had deep knowledge in her field.

Answer the following question.

 

Q1. Give detailed solution for the above problem.

 

Q2. Give an overview of the case.

CASE STUDY (20 Marks)

Dedicated Message Administrators – While IT has total access to SnapComms and can communicate with staff in both hospitals and issue emergency or back-up communications, they have also set up different administrators with varying levels of authority that can create and send desktop messages for PCs located in their own department or hospital. Message targeting based on Active Directory settings – The QHN team have created groups in the SnapComms database using Active Directory in order to expedite the communication of emergency events and administrative updates. Technical Services’ approach has been to empower the different administration and clinical areas of the hospital and provide them with training, reports and templates and give them access to use SnapComms as they saw fit. Ghasemi explains, “We provide a tool for them and how they use it and what they use it for is based on their need.” SnapComms messages now preferred over e-mail – SnapComms messages are preferred by Queens Health Network staff over emails. Ghasemi says that, “Especially the administration thinks it is an effective way of communicating with the rest of the population.” No surprises – Ghasemi is pragmatic when considering the benefits of using SnapComms in an Hospital environment. He says, “It hasn’t surprised us in a bad way. I expected this tool to be very effective and it is.” Speed and targeting of hospital communications- The ability to target messages to certain groups of staff or clinical applications has had significant advantages and when a system goes down unexpectedly time is of the essence. “One of the major benefits of this system is real-time.” Ghasemi says that, “You have a lot of control over when, who and how to send these messages to.

Answer the following question.

 

Q1. What are the Key Features of SnapComms that Benefit QHN? Discuss.

 

Q2. Give an overview of the case.

CASE STUDY (20 Marks)

Do you believe that communication skills are an important part of your relationships and that good relationships are significant for a happy life? However, you’re not sure where to start to improve your communication? Improvement of communication skill is

necessary for better relationships at home and work It can be so frustrating when you struggle to get what you want to say across to someone important. And equally distressing when you know you battle to be in your best state to listen and be open to hear what they have to say. This series of courses will take you on a journey to put the building blocks in place for a strong foundation for effective communication, and develop your skills that are needed for relating to others to build relationships. For the past ten years I – and my clients – have been applying this communication model and enjoying more freedom to express ourselves, and noticed how our empathy and compassion have grown as we become more understanding, more understood and able to handle the complexities of interpersonal communication. Imagine being able to pick up where the mis-communication is happening, make the necessary adjustments that are within your control, and get your message across more often while also understanding others more easily. Would that be useful? Would that improve your relationships? By unpacking the complexity of communication we can simplify it, and then you’ll know how to develop your communication skills.

 

Answer the following question.

 

Q1. Why training on communication skills is necessary? Explain in detail.

 

Q2. Give your views on the case.

A telecommunications service provider

CASE STUDY (20 Marks)

A telecommunications service provider. Since it’s beginnings in 1994, this company has become one of New Zealand’s most loved telecommunications providers with around 200 employees. They provide internet, home phone and calling services. In May 2006, the New Zealand Government unbundled the local loop meaning that a range of business opportunities opened up to the telecommunications service provider. A period of dramatic business growth followed. Increased staff numbers and product offerings meant that it was important to find tools and techniques to ensure staff continued to be well informed and passionate about working for the company. • This company has a particularly young work force and a high percentage of call centre staff and shift workers. It has nearly doubled in size in the last year. All of these factors presented a number of internal communications challenges. • They wanted to find a communications solution that would appeal to it’s young workforce who were used to dynamic, entertaining and attention grabbing technologies. The SnapComms solution offered the right combination of ‘fizz’ combined with pure and simple business value. They have a particularly young work force and a high percentage of call centre staff. The company has nearly doubled in size in the last year. All of these factors presented a number of internal communications challenges: Communicating with shift workers. A high percentage of shift workers meant that it was difficult to gather staff into one place for business updates and news. High turnover of call center staff. As is common for call centers, staff turnover rates were higher than in other parts of the organization. It was important to find ways to bring new employees up to speed quickly and to build engagement in order to reduce staff turnover rates. Young demographic. The average age of employees is 20 years old. Communications needed to appeal to a demographic used to engaging, entertaining and compelling communication formats. A cultural survey highlighted a need to make people feel more valued. Their cultural survey, although generally good, highlighted a need to help its people recognize the benefits of working for the company and to feel a valued part of the business. Learn more about communicating with millennials. Email overload. People were being bombarded with emails. Between 50 and 100 per day were commonplace for call centre staff. ‘Static’ intranet. The intranet was seen as ‘static’ and not updated often; hence usage rates and effectiveness were low. They had the following additional Internal Communications objectives: Increase staff involvement. The company was looking for ways to help it’s staff feel more involved and to allow them to participate more in the business. Find new ways to make working for the company fun. They have a young, fun brand and it was important to reflect this in the culture of the company. Measuring communications effectiveness. It was difficult and time consuming to measure communications effectiveness. The service provider was looking for a quick, user friendly tool to allow them to measure communications effectiveness on a regular basis.

Answer the following question.

 

Q1. Give an overview of the case.

 

Q2. Discuss the benefits of keeping staff engaged.

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