Helix case study

Document Type:Case Study

Subject Area:Media

Document 1

The company headquarters are located in Ann Arbor, Michigan in the United States. The company branches faced various challenges due to difference in locations and the skills difference in employees in the various countries whose communication and expertise procedures greatly differ from in other branches, including language barrier and mode of information delivery. Communication is an important tool for success of Helix Company because it aids in sealing deals and preventing the potential missing out of opportunities. One of the major challenges that Helix faces in the communication process is misunderstanding in which clients complain of disjointed technical support and unresponsiveness. This is a great weakness that the company needs to address in order to win the loyalty and trust of their potential clients.

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The company is failing to update its current image which is ruining its reputation through poor customer service and product promotion through advertisement to increase the fame of the company. Part 2: Stakeholder Analysis Matrix Stakeholders Attributes What we know: What we need to find out: Concerns/Expectations (What’s on their minds?) Communication preferences Desire impact on: Attitudes, knowledge, behaviors Entrepreneurs What we know: • The entrepreneurs do not meet with the employees regularly. What we need to know: • Level of inclusivity of other skills which are not their field of specialization such as marketing and human resource management • Limitation of Skills in other disciplines necessary in business management • Rapid explosion of business • Language barrier in newly invested countries • Support plan: learning a second language and Diversification of skills • receiving information in the first languages the entrepreneurs understands like sending information from a central point and effect a change all over the countries • behavioral change to improving on employee –employer relationship to enhance communication Technical experts What we know: • technical skills vary from country to country What we need to know: • Is there any measure which can standardize the expertise of technical experts? • long procedures of communication and lack of clarity of information attributed by different education systems and expertise in the various countries • use of simple and precise code of communication to save time needed to interpret information • identification and resolution of conflict in communication Governments What we know: • what are the impacts of governments on licensing and business regulation What we need to know: • What are the government restrictions on the business? • differences in legal systems • improving international relationships to enhance international economy • subsidizing operating cost for international investors Competitors What we know: • assimilation of competitor firms What we need to know: • What business environment challenged the survival of the competitor independently? • bleaching terms of assimilation of local market • international competition on local industries • formulation of contract policies, rules and regulation • penalizing of companies that bleach agreement terms • merging businesses to enhance globalization Managers What we know: • decision making is not limited to hierarchy what we need to know: • Are the managers of the branches abroad familiar with the language of the natives? • specific roles and responsibilities limit delegation by the manager • revising the work policies of the company • skills development through experience and learning through apprenticeship to diversify skills of employees Clients What we know: • Client is always right and complains should be taken very seriously What we need to know: • What is the clients’ contribution to understanding time zones differences? • Difference in time zones between the client and service provider • Multiple modes of communication for complete satisfaction with customer service • Notify client on frequency of availability as dictated by time zones COMMUNICATION PLAN The major problem faced by Helix is distorted information emanating from various stakeholders.

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As a result of poor communication both within and outside the organization, clients seem to have lost confidence in it. A study on communication by Watson Wyatts in the year 2007-2008 found out that there is a likelihood of up to four times for firms that communicate effectively to report high levels of engagement. The communication objective to be adopted is commitment and consistency in delivering full information and when needed by the clients. Communication objectives: to provide maximum customer satisfaction Primary audience objective: clients to get the best of service from the business Influencer objective Customer support team to provide quality services to the clients in order to persuade them to maintain their loyalty to the company’s products and services Communication channels The communication channels include websites and platforms with employee public portal where communication within the business can be communicated.

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