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Managing Communication Knowledge
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and Information
STUDENT NAME: ABDUL JALIL
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Introduction:
Information is the crucial element for any kind of business. There are lots of giant companies
which are developed to provide information to the customers. Especially technological
companies provide valuable information on Smartphone by developing data network. In this
assignment the need of information and knowledge, their uses in decision making process have
discussed. By this time the use of information system is discussed in the context of a fictional
company AppiTaxi which is a London based taxi booking company. There are also discussions
about key important aspects about UBER which is a car booking American International
company headquartered in San Francisco, California. The assignment reveals that how
information system is important to provide better business service.

LO 1 Understand how to assess information and


knowledge needs
1.1Discuss the range of decisions to be taken
Every start up business has to gather information according to the need as decisions are taken
based on the information. Initially there are many uncertainties because the start up business has
less access to the market and thereby less opportunities to reach customers. So the start up
business has to be more cautious to collect information and thereby conducting a rigorous
analysis which consequently provides valuable feedback (Adair, 2010). The information lacking
problem can be overcome by giving a close observation of the competitors early times
decisions and present market scenario. The competitors have passed a long way to their business
and by analyzing their past decisions with that market condition must give some trends of
expansion. As AppiTaxi is a start up business and it has less access to the direct market it can
analyze its competitors past decisions which gives it a long successful way from its early stage.
The close competitor of AppiTaxi is the UBER which is an American International company
headquartered in San Francisco, California provides taxi booking facilities to the customers with
the help of Smartphone. AppiTaxi can analyze the decisions of the UBER as it becomes a
successful business organization from its early times. Expansion decisions are almost same in the
similar business because the market condition and the customer needs are less likely to change

over time. The decisions taken by the UBER and their rationalities on those market scenarios can
help a lot in planning of the expansion of the AppiTaxi.

1.2Examine the information and knowledge needed to ensure


effective decision
Information is the most important factor on which decisions are based on. So the decisions taken
based on the available information and related analysis will not be viable if the information has
flaws on them. Managers must be cautious to understand the quality of the information and a
highly skilled research team is required to synchronize the valuable information. Information and
knowledge are directly related with each other. Information can be extracted from any sources
which is reliable. On the other hand knowledge is the professional judgment and technical
knowhow of a person who conducts analysis on the basis of the extracted information. In the
business world information changes every time and information loses its utilization if it is used
properly productively by any entity (Hind,1991). So the information must have to be updated.
The second thing knows its competitors from its best. As company eventually competes with its
established competitor in near future it is important to know the core business knowledge and the
competencies which make it successful. It will help it a lot to take any important decision and to
be in track in the market place. The third one knows its customers and market. AppiTaxi is a
startup business so it must have a sound knowledge about UBER which takes a good position in
the market. If AppiTaxi understands the UBER by collecting and analyzing information it will
take better decision for expansion.

1.3 Assess internal and external sources of information and


understanding
Business needs information almost every time to take important strategic decisions. So it engages
to collect information from various sources. Information can be collected from two important
sources one is internal and the other is external. When business collects information from the
inside of the company it is called the internal information (Karl, 1993). Various departments like
purchase department, sales department, human resource department, finance department passes
their departmental data to help decision making process. Purchase department gives the
information about how much raw materials to be purchased, sales department provides
information about the forecasted sales, human resource department gives information about how

many employees to be recruited and finance department passes information about how much
money to be financed. The management then takes decisions and formulates strategies on the
basis of the information provided. The other source of the information is the external source
which gives information about the competitor, the market and customers and the business
environment. Competitors are the entities which battles for grabbing the market share in the
market place. For a startup business like AppiTaxi it will be helpful if it analyzes its past
successful decisions on those market scenarios in which UBER goes on and then formulate
effective decisions. The information about the customers and the market is a very crucial factor
because the customers are dominant player in the market who changes the market by changing
their consumption pattern. Business environment can affect the decision making process
positively or negatively by its nature.

1.4 Justify recommendations for improvement


Every decision is better than the other based on the based on the reliability criteria. For a start up
business like AppiTaxi it is important to take the best decisions on the right time. As it is a
London based car booking service providing company it must focus its targeted customers and
their actual needs (Uber.com, 2015). UBER exists in the same market here. AppiTaxi can follow
up the expansion planning of the UBER in its early stage. UBER has a huge technological
investment to build its strong network which benefits it by satisfying customer needs. AppiTaxi
should have conducted a market survey about its service in the market. The responses from the
customers will give the exact market scenario. The company should have to expense a lot to
build some core competencies based on the customer needs and responses. The current market
scenario of its business will give the idea of real life opportunities it may grab and threats which
it has to encounter to survive in the market place. As there are lot of uncertainties in
accomplishing decisions AppiTaxi must be realistic when collecting, analyzing information and
thereafter decision making. It has to work much on the area of customer satisfaction to take a
long term position in the market.

LO 2 Be able to create strategies to increase personal


networking to widen involvement in the decision-making
process
2.1 Identify stakeholders for decision Making process
New business organization needs to take decisions to turn its business viable and to ensure a long
journey in the market. Management takes decisions by analyzing the future prospects of the
business. New investment is made to build unique characteristics which will differentiate its
product from that of the competitors. Stakeholders are the group of parties which have a direct or
indirect interest on the business (Mori, 2015). There are two types of stakeholders; one is internal
and the other is external. Internal stakeholders directly influence the decision making process of
the business. Any decision which is controversial to the interest of the internal stakeholders is
strongly prohibited to take. The decision which management takes must be consistent with the
company mission, vision and views. External stakeholders are consumers, tax authority,
regulatory agencies which trace the decisions of the company whether they goes right or wrong.
Stakeholders analysis is necessary for any kind of businesses before taking any decisions.
Management wants to keep a sound and long term good relationship with its stakeholders to do
successful business in future.

2.2 Make contact with those identified and develop business


relationships
Business relationships are very important factor in any kind of business. Every business adopts
skilled employees and expenses much to develop long term business relationships. It reduces
costs and time as well as complexities. Business relationships are very much important for the
start up business. Successful business relationships help them to be structured in new business.
AppiTaxi must have to build key business relationships in the market. As there always exists a
question about the stakeholders interest in decision making, management should care about this
issue in relationship building. The stakeholders provide capital, market for the product and the
environment to carry out business activities. AppiTaxi will try to convince all the entities which
have a direct or indirect interest in the company to build the key relationships in the business
area. It can follow the tactics UBER used on its early times for building relationships. There is

need of sitting with the representative of the stakeholders, discussing the key decision issues with
them, sharing the opinions to build successful business relationships (Biddle, 2015).

2.3 Involve those identified in the decision making as


appropriate
Business decisions which all have been proposed are not equally profitable or viable for the start
up business. So there must have some selection process for finding out the best ones. According
to Anon (2015), business relationships are the long term profitable issues for any kind of start up
business. Management should carry out a rigorous analysis on the proposed decisions. AppiTaxi
will find the appropriate decisions for expansion by discussing with the stakeholders. Then it will
carry out an analysis which will express that how much the selected decisions will be viable by
comparing the similar decisions in practice by its competitor UBER. Once it finds that its
decisions will be effective in the market place then it will formulate the decisions.

2.4 Design strategies for improvement


Strategies are the key business process or procedures which enhances the productivity and
profitability of a business. Every business sets its goals and vissions based on the business
operation in the market. Strategies are the process or procedures to do the same and structured
tasks in the easier way. When formulating strategies some important things must be considered
for getting better result. Strategies will focus the core business products or areas where it can
attain efficiency better than its competitors (Improving Evidence-based Decision Making--

Recent Advances in Research-transfer Models, 1998 ). Surveys and analysis are very much
important for designing effective business strategies. The proper information about the market
knowledge about the customers will help to design better strategies. The leadership quality and
the intuition of the top level managers must be needed to design and formulate good strategies.
AppiTaxi will design its strategies by accumulating the all available information of the customers
and the market. The strategies for early establishing of the UBER may help AppiTaxi to design
its own business strategies.

LO 3 be able to develop communication processes


3.1 Report on existing processes of communication in an
organization
Communication process is one of the important aspects of an organization. It is the entire process
through which management communicates with the all departments within and outside the
organization. The decisions and accountability are transferred between the management and the
other department. UBER develops a very strong and cost saving communication process by
developing software (IndiaToday, 2015). This software allows the customers to directly
communicate with the workers by placing a command into the machine. The machine
reinterprets the command to the available workers who are liable to perform the task. Then
customers can select the workers by whom the task to be performed. The process of
communicating with the customer group and the worker group on the network is called the
Uberfication. The software itself acts as the supply side between the workers and the customers.
The software reduces its cost of operational infrastructures and time and increases efficiency in
communication process.

3.2 Design ways to improve appropriateness


Communication system is the heart of the technology based business. Where information is the
element of the business and it is transferred to the persons who have need this, communication
process is the ultimate thing which must concern. AppiTaxi is the Smartphone based technology
company which provides information about the cars available for booking and the fare of the
rent. UBER is the similar business which provides its strong software system. It provides
information to the customers on the network which it is called uberfication (Chron,com, 2015).
AppiTaxi should develop a strong network with the help of building software to ensure the
accurate information about the fares and taxi booking in time. Appropriateness is the word we
use to explain how much anything is effective for meeting any needs. AppiTaxi must have to
very cautious in providing information to its customers. If it fails to provide the accurate
information timely it will not ensure appropriateness and consequently it will reduce its
customers. Building effective communication system through developing software is very
challenging and expensive. But there is no scope to avoid this because company has to satisfy its
customer needs.

3.3 Implement improvements to ensure greater integration of


systems of communication in that organization
Improving information system is very good news for the employees and especially for the
customers for the technology based company. Once the management finds the improvement
which is required for providing the service in a better way it will have to design the changes with
the existing information system without any disruption (Hargie, 2006). It is very much
challenging to make the improvements feasible. There may have a chance of losing current
information from the information system. AppiTaxi wants to improve its communication system
to provide the service to the customers in a better way. The improvement is basically software
development which will increase its efficiency in sharing the information with its customers and
the workers. As AppiTaxi wants to carry out business in London first, it will develop a strong
network through the data sharing tools and GPS within the city. The customers will be
encouraged if the information on the network is appropriate and timely. The integration of the
new changes to the existing information system will be carried out properly and efficiently on the
way to satisfying customer needs.

3.4 Create a personal plan to improve own communication


skills
Communication skills are very important to lead a business in a long way. Managers have to be
good leader with their communication skills which are required to lead the business (Anon,
2015). Business encompasses a wide variety of people who perform different task according to
their assigned responsibility. Personal planning is preparing by own for communicating with the
others within or outside of the business. The perception ability is very important because the
person who perceives things right by himself can help others to guide in the right way. If the
manager is clearly aware about the goals of the business then he will guide others about what to
be done for attaining those goals. A manager has to focus several areas to improve
communication skills. He has to be humble enough to respect others opinions. He will also aware
about the emotions of the people. It helps to communicate effectively on some emotional
scenario. Manager should have the strong motivational power to encourage the employees for
attaining the organizational goals. Personal plan helps a manager to be aware about the self
communication skills and the areas he has to focus to be more efficient. There is a tremendous

need of better communication skill in the area of business. Personal plan helps the manager to
overcome the lacking and makes him more efficient.

LO4 Be able to improve systems relating to information


and knowledge
4.1 Existing approaches of collection, formatting, storage and
dissemination of information and knowledge:
As a technological service company AppiTaxi can use two types of information sources. These
two sources are internal and external sources (Heilprin, 2970). Internal sources lies within the
firm. These sources are employees, customers, internal accounts, audit and other data. Collecting
information is necessary for all kinds of firms. Especially in technology firms, information is the
main thing. External sources of information are third party audit, customer data and other
external sources. External information comes from online surveys, customer feedback,
newspaper and other external sources. External information is crucial for technology based firm
because profit of this kind of firm depends on customer satisfaction. Research and development
department does the task of collecting and formatting data. Then information is distributed to
accounting, finance and management department. All departments use information for decision
making purposes. Amalgamation of data from all personnel is required for this purpose.
Accounting, finance, management and production department work both separately and together
for this purpose. After formatting information, it is stored and sent to all departments head of
management and CEO. According to the information and knowledge given, Production
department takes decision of innovating something new or repairing existing processes. Stored
information is used when asked by any department in future.

4.2 Carry out appropriate changes to improve the collection,


formatting, storage and dissemination of information and
knowledge:
It is said that, perfection is a continuous process. It AppiTaxi wants to be perfect in its area it
should have to be improve its processes gradually. The key of improvement for any firm is
information and knowledge. AppiTaxi can improve by using more customer data to find out
more customer demands. The first thing the firm needs is the more efficient information system.

More accurate information should be collected to get more accurate results. The firm may use
modern systems like scorecard balancing system. Information is the life of a technology firm.
AppiTaxi can use a combination of different types of information collecting system. Information
should be formatted more appropriately to get more accurate result. Technological development
and up gradation is necessary in almost all stages of information. Besides new technologies
should be developed to attract new customers (Ifad, 2015). Dissemination of information means
distributing information to different stakeholders. Firms stakeholders are shareholders,
employees, customers, suppliers and managers. Appropriate information should be disseminated
to different stockholders. Time to time review and correction is also needed.

4.3 Implement a strategy to improve access to systems of


information and knowledge:
Success of a firm relies on implementing a right strategy at the right time. An information and
knowledge management strategy of a firm starts from its mission, vision and objectives.
Strategies can be for internal information and knowledge management and external information
and knowledge management (Itinfo.am, 2015). The aim of the strategy is achieving the firms
goal by using its internal resources. These intrinsic resources of AppiTaxi are required for
developing an efficient strategy. Strategy can be for short term and long term. The main focus of
a short term strategy is the current focus of a firm. On the other hand, long term strategy focuses
on the long term goal of a firm. It may be different from its short term goal.

Conclusion:
There are lot of technological firms which are developed to provide information need to the
customer. Information Technology has developed significantly and the new idea of giving many
services has emerged. AppiTaxi is such type of company which wants to provide car booking
facilities through the data network service on Smartphone. The assignment shows how
information technology is used to provide business services and its uses in decision making
process. The investment in IT sector for developing strong network service is a main concern for
many other companies. It reduces the cost and time of information processing and enhances the
service quality. Thus information system and communication knowledge help to establish a long
term profitable business in the market.

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