Express yourself. Question F
- 1. José Miguel Sánchez Martín Question F. IE Admission Process
- 4. The challenge Clients in LATAM Headquarters in Madrid Suppliers in China You have just participated in an important meeting with your superior. How will you ensure that every part of the instructions you received will properly reach all subordinates, suppliers and clients, located in different parts of the world? 1 Factory (Beijing) 1 Steel mill (Shaigon) 100 employees
- 5. There are some barriers which does not allow the instructions to flow effectively from the company to the rest of the agents involved In order to solve these problems the following areas must be controlled and managed efficiently: It can be very difficult to communicate instructions to every single party involved in the project as there are some barriers which could cause negative effects, such as: • Lack of necessary technology to communicate • Poorly designed structures that prevent the interaction and communication between different actors • Lack of commitment • Etc… Clients Suppliers Subordinates Clients Suppliers SubordinatesCompany Company Barriers and hurdles affecting the delivery of the message Crossing barriers to reach the audience • IT • Communication processes • Motivation and collaboration • Invest in the necessary technology • Design effective processes of communicationn • Establish policies which motivate all the agents involved Area Action
- 7. 1 Organizational Structure • Implementation of required structure and systems Motivation across different departments and companies IT infrastructure systems Effective Communication processes Motivation Information reached by suppliers clients and subordinates Organizational Structure Technology Effective Communication processes To be completely sure that everybody receives the necessary instructions it is important to have good information systems to share opinions, information or points of view, in addition to well-defined processes of communication and motivated people feeling like they are part of a whole 2 3 In order to ensure that everybody reaches the instructions, it is necessary to focus our efforts on three key pillars: IT infrastructure, Communication and Motivation
- 8. 1 IT infrastructure systems Effective Communication processes Motivation Information reached by suppliers, clients and subordinates Organizational Structure Technology • Allows the exchange of information between all the parts involved in the project quickly • Provide the necessary tools to ensure the instructions reach the recipient (mails, VoIP, Vopium…) • Monitor that the recipient receives the instructions with no loss of information (Databases, repositories, software to track changes…) Technology makes communication more useful especially with long distance communication or intra-organization communications allowing people to stay in touch easily Communication is a core element for any organization and technology makes communication more useful and practical
- 9. To develop the instructions properly, the information should flow effectively along all the different departments and organizations involved. In order to achieve this, good organizational structures and IT systems supporting the different activities are needed Customer Company Development Production Sales DistributionInformation Supplier Proper software used in the communications could save time and help deliver documents and instructions effectively ERP CRM Project Management Communications Data Bases Knowledge Management
- 10. Communication is a core process in order to organize and coordinate the activities to design, announce, and preserve organizational goals IT infrastructure systems Effective Communication processes Motivation Information reached by suppliers, clients and subordinates Organizational Structure 2 Effective communication processes • Define and implement communication policies and methodologies taking into account both suppliers and clients • Provide with the necessary tools to ensure the instructions reach the recipient • Monitor that the recipient receives the instructions with no loss of information or misunderstandings • Foster feedback and encourage people to express their points of view Good communication is needed with the employees to make business work its full potential, with clients to provide with the best quality and with the suppliers to get the best results in our products
- 11. During the communication process it is important to avoid loss of information or misunderstandings. If good communication does not exist then actions will not be completed Clients in LATAM Headquarter in Madrid Suppliers in China Clients in LATAM Headquarter in Madrid Suppliers in China Loss of information/instructions during the process of communication Information / Instructions effectively delivered to the receivers Loss of information Information effectively Delivered • Information Overloaded • Differences in perception • Distractions • Pressure • Efficient strategies and well-defined processes to communicate plus motivated people will ensure that both clients and suppliers receive the instruction Barriers and Hurdles Solution
- 12. Actions Examples Other external Implications Processes Communication Assign different tasks to each team Follow-up Implement actions Feedback Define next steps • Every single teams need to know their tasks • Clarify any questions after the meeting • Prioritize tasks • Establish realistic deadlines • Keep an eye on the progress of activity • Update project status • If there are problems take actions • Record actions taken • Give negative or positive comments • Define or remember the next steps to be done 1 2 3 4 • Write down notes • Being available to talk and clarify questions with the groups • Focus on more urgent or key tasks rather than in the long- term or non-key tasks • Gant Chart • Weekly conference calls and meetings • Track tasks on a list • Record actions taken in a database or add annexes to the project explaining the changes • Quick talk or email just to clarify the next steps • Quick talk or email just to clarify the next steps • Be careful with the language and expressions used • Cultural issues • Upward and downward communication • Time difference • Cultural issues • The organization needs to have the necessary technology • Should not be aggressive in case of a negative experience 5 To ensure effective communication between suppliers, clients and subordinates the communication processes should be clearly defined and accepted by all the parts interacting 5
- 13. Communication should be contemplated at both Strategic and Operational Levels Suppliers • Meet suppliers frequently • Define the instructions clearly • Show the roadmap and the business model to the suppliers so they will be concerned about the importance of everything required • Prioritize and rush the supplier only when needed • Use the established channels for the communication • Communicate changes as soon as they have been done Operational Level Communication Strategic Level Communication • Get the clients involved in what the company is doing • Give your input and advise them • Treat the client as a team member • Prioritize and rush the supplier only when needed • Use the established channels for the communication • Communicate changes as soon as they have been done Operational Level Communication • Ongoing dialogue • Avoid uncertainty • Ask for feedback • Be open to resolve questions • Use different channels of communication • Involve senior management members • Align communication with the strategy of the company • Coordination Strategic Level Communication Operational Level Communication Strategic Level CommunicationEmployees Clients
- 14. IT infrastructure systems Effective Communication processes Motivation Information reached by suppliers, clients and subordinates Organizational Structure 3 Motivation • In order to fight against demotivation, a series of actions must be taken to motivate all the members involve in the Project • Trying to improve the motivation of employees, suppliers and clients is key if we want to get the best results during the process of communicating information Focusing our efforts in motivating people will result in individuals who are willing to communicate and are committed to the project Motivation patterns are reflected in the role of communication
- 15. • Not taken into account by the company • Not paying on time • Lack of recognition • …. DEMOTIVATION • Rewards • Challenges • Responsibilities • Added Value • Treat people fairly • … MOTIVATION What we get? • Message partially delivered • Loss of important information and details • misinformation • Lack of creativity • Lack of interest when receiving the information • Failure • … • Message delivered successfully • Implication by all the members involved in the project • Involvement in the project • People willing to help and give additional explanations if people required • Proactive attitude • … Demotivated people could produce negative effects when communicating ideas or instructions Trash Members Depending on the motivation of the team members the results can be completely different varying from not delivering the instructions to adding information and different points of view to the instructions to be more effective
- 16. If the instructions need to be delivered successfully it is necessary to find how to motivate both employees, suppliers and clients How do we motivate clients, suppliers and employees? Employees Suppliers Clients • Creativity • Growth • Prestige • Recognition of value added by suppliers • Share facilities • Ask for their opinions • The need for security could be met by longer- term contracts, good relationships or loyalty • Pay on time Safety Basic Needs Belongingness Esteem Self- Actualization • Training • Advancement • Growth • Recognition • Responsibilities • High Status • Teams • Co-workers • Safety • Job security • Health Insurance • Salary • Facilities properly designed to work • Nice Temperature • Brand Equity • Special Offers and discounts • Share facilities • Ask for their opinions • The need for security could be met by longer- term contracts, good relationships or loyalty • Quality of the product • Deliver the products on time
- 18. At a glance Challenge Key Areas affected Problems How? Everybody needs to receive the instructions • Unavailable infrastructure to communicate quickly • Barriers • Cultural Issues • Lack of confidence • Lack of Commitment • Lack of belonging to the group or companies involved Solution • Implement a technological solution which helps communication • Align Communication strategies with the goals of the company • Motivate employees, clients and suppliers Communication Processes Motivation IT Infrastructure systems • Count on the proper infrastructure network • Install the necessary software • Define processes • Involve senior members • Security • Rewards • Prestige
- 19. Clients in LATAM Headquarters in Madrid Suppliers in China Consequently the following results can be achieved 1 2 3 The message arrives on time TechnologyCommunicationMotivation Documents and information needed can be visualized anytime it is necessary Facilitates track changes, follow up and records actions taken 1 2 Instructions perfectly delivered, with no misunderstandings Communication flows effectively in all directions 1 2 People ensure the instructions reach the receivers clearly Members committed to the project avoiding misundersrtdandings or lack of information What we get Thanks to the technology, the well-defined communication processes, and more motivated and committed people, all the instructions are delivered clearly to the recipients
- 20. IE Business School Admission Process José Miguel Sánchez Martín Question F