Table of content

* Proposed change in reporting structure. * A list of relevant information which will aid in the decision making. * Identification of internal and external sources of information. * List of key stockholders is identified. * Suggest or recommend additional approach one take to widen the network for communication. * Channels of communication. * Gaps identified within the current communication process.

Part A…. * Evidence of discussion made on the types of decisions needed to address proposed change in reporting structure.
The Morning Star MNC bank currently has Training and Development Department for each country and department management are responsible to recommend their staff for training. The T&D Department reporting system is Training A
The bank current structure is lack of Regional Head of Training and Development as a reason current structure is not link with each country so that each country performs alone and they have no idea how other countries branches are performing. The bank is lack good communication with each country. So that the reason same customer has different experience when they dealing with other branches.

Deposit department tellers are assisting in deposit and withdrawers by bank’s customers, some team of tellers are doing the supervision. The supervisors have to report to managers.
In the Mortgage loans department, Loan officers are customers to help process loan application. And also the credit officers are to access the viability of each loan application and approve or reject them accordingly. Loan officers are report to their department managers and Department managers are report to the respective branch managers. As well as Credit officers are report directly to Country’s Chief Credit officer and he reports directly to Country Manager.
The Credit card department is employed Credit card sales marketers to promote Credit card to public. The customer’s credits applications are process by team of banking staff from the Credit card department as well as Credit card officers are have to be provide essential credit approval. Credit cards Department staffs are should to report their managers and supervisors as well as mangers have to report to the branch managers.
The Morning Star MNC bank currently has Training and Development Department for each country and department management are responsible to recommend their staff for training. The T&D Department reporting system is Training Administration reporting to Training Officers they should report to Senior Training Officers and they need to report their Head of training & Development.
Final reporting stage of T&D Department is head T&D report directly into the respective Country Manager.
After recruiting the new position in Regional Head for Training and Development Department current structure should be change due to all the country manages are mush be report into new Regional Head of T&D. so that new Regional head capable to have wide range of idea how is the each country perform their duties. Base on his information pathway Regional head have capability to innovate to how is going be to change the training program and what would be change. After innovation the new ideas he can discus with country managers, branch managers as well as HR Manager. They can share with they are ideas and can identify which section and who need the training as well as what type of training they are need. T&D Department Current Reporting Structure Taiwan Thailand
T&D Department
T&D Department
T&D Department
T&D Department

Head of T&D
Head of T&D
Head of T&D
Head of T&D

Senior Training Officers
Senior Training Officers
Senior Training Officers
Senior Training Officers

Training Officers
Training Officers
Training Officers
Training Officers

Training Admin Officers
Training Admin Officers
Training Admin Officers
Training Admin Officers

T&D Department future structure

Regional Head of T&D
Regional Head of T&D

Taiwan ThailandT&D Department
T&D Department
T&D Department
T&D Department

Head of T&D
Head of T&D
Head of T&D
Head of T&D

Senior Training Officers
Senior Training Officers
Senior Training Officers
Senior Training Officers

Training Officers
Training Officers
Training Officers
Training Officers

Training Admin Officers
Training Admin Officers
Training Admin Officers
Training Admin Officers

* A list of relevant information (from case study) which will aid in the decision making. (Pass 1.2)
According to the case study has to be make decision to develop Tellers, Loan officer, credit officers and Credit Card Sales improve their basic skills of Customer Service ability, Interpersonal skill, Good Communication skills.
In addition Banking Tellers are need to have training of Customer Service Skill because they interact constantly with bank client as representative f the bank, it’s important to be friendly, helpful, courteous and patient., be able to direct client to right banking service. As well as they need good computer skill due to they spend much of their day sing computer to help clients. It can be past as much as they can. Tellers’ communication skill of their speaking, writing and listening should be great. They must be understand and answer customer questions. As also need to communication with co-works too.
As banking loan officers have duties to evaluate authorize and recommend approval of loan application process. So that they are need to have skill such as active listening to customer what people are saying, speaking ability to talking to customers effectively, critical thinking, complex problem solving, coordination, monitoring, time management, negation and persuasion mean that control their strass.

The credit card sales marketers need strong communication skill and interpersonal skills to interact with people when promoting bank credit card. As well as they need good personality to dealing with verity of people. They are selling skills would be perfect.
Furthermore all of them need to have skill of Operating bank’s funds accounting system and handling cash.

* Identification of internal and external sources of information- at least one of each source. (Pass1.3)

Internal and external information are necessary all management level to make decision.
Internal information source can be, * The Accounting ledgers which are record statement of transaction, account receivable, all the bank assets, liabilities. It provides financial information. The financial information is needed to have to control accounts to ensure that bank continues to operate and generate profit.

* Personal and payroll database is held by the bank on their all the employees information. It available rate of pay of levels of staff, bounces and also their performance and targets. This database includes employee’s qualification for a certain position. And furthermore this information is help to provide internal or external training programs that they need.

* Marketing department is providing information customer buying habit such as customer loyalty, potential customers and existing customer. And also market researches are providing information what product is customer need and what modification product needs.

External source of information is outside information of Morning Star MNC bank; this information is help to bank make correct decisions. It is providing customers, supplies and competitors information too.
There are wide ranges of sources such as * Government new, it provides taxes and government regulation in all type of business.

* All the written and electronic Medias such as newspapers, magazine, Television, Radio and internet, all this provide supplies, competitor’s information like their products, structural modifications, locations etc.….

* The main external information source is customer feedback it can be positive or negative feedback, negative feedback is more important than the positive feedback because negative feedback is help to identify which part need be develop.

Section B – Communication Plan.

* List of key stockholders is identified (pass 2.1)
In the Morning Star MNC bank key stake holders are,
Directors,
CEO,
Regional Heads,
Country manages,
Branch Managers,
Country’s Chef Credit Officers, Department Managers
Head of T&D
Supervises
Senior Officers
Tellers, loan Officers, Credit Officers, Credit Card Marketers, and Admin Officers.

* In addition, suggest or recommend additional approach one take to widen the network for communication.
Suggestion position is Regional Head of Human Resource, this position is able to make wide communication network due to this position behind have huge coordination with other local managers to carry out organizational goals.
Regional head of HR is one of the keys of organizational success because it is drive force behind the all achievement of the organization; as well HR Head is responsible for work force creation and management.HR manger undertakes is planning and identifying method that will enhance the employees and customer relationship. Regional HR involves coordinating with local managers to implement procedures that help achieve the goal. So that Regional RH is best recommendation to develop networking system.

* List at least six existing channels of communication within the Bank and their respective limitation or strength. (pass 3.1)

Communication channel can include both internal and external channels. Internal communications way that employees share information with in the bank or organization and external communication is information from outside of the organization.
Choosing the correct method of communication is very important. It can be effective and efficient way to communicate of relevant information.

List of communication channels and limitations,

1. Conversation – is informal method of meeting within the employees/ staff. Usually conversation is unstructured discussion of variety of topics as well as it not plane what they are going to discus. And also it gives real impression and feeling.
Limitations of conversation are high possibility to lose focus and concentrating about the topic as well as easy to forget due to no written record.

2. Meeting – usually meeting is formal, it provide agenda to members. It allows multiple opinions to be expressed. Before attend the meeting members are having idea what going to discuss and also meeting have time limit. During the meeting discuss and resolve a wide range of issues.
Limitation of meeting can highlight differences and conflict if not managed efficiently, sometime meeting finish without solution.

3. Latters – is written information it provides a permanent record of an internal massage. It adds formality to internal communication.
Limitation of latter communication is, if inaccurate or poor pre-sented provide as permanent record of incompetence.it may be slow to arrive depending on distance and postal service.

4. Presentation is use computer software to present information, it communicate visual aids like slide show can help the communication process. Good presentation can be providing effective and efficient massage to audience but it depends on presenter’s skills.

Limitation of presentation is, it require presenter’s paling skills and computer knowledge. Poor presentation or material can lead to audience.

5. Telephone communication- Telephone communication is not much technology and it can be communicate without geographical berries. Call conference provide to speak few parties to same time. As well as it cost and time effective communication method.
Limitation of telephone communication method is, poor network is not able to transmit clear massage to receiver. Also receiver may not be available, as neither well as it nor provide written record it will be opportunities to misunderstand. 6. Electronic mail- e-mail is most popular communication method within the new generation. It provides written record including attachments. And also one e-mail ca sends many people in same time. It doesn’t matter how far of the receiver located.
Limitation of e-mail is, sender have to be good computer knowledge and internet access. As well as it require internet connection and same people are not checking their e-mail.

* Show the gaps identified within the current communication process of Morning Star and list recommendation for improvements. You need also to demonstrate how these recommendations can be improve.
The bank current communication process lack of link within the regional bank branches and also some countries braches are not linking with each other branches as example currency deposit branch reporting process of tellers to supervisor and supervisor to branch manager. Branch manager and country manager are lack of communication. And also Mortgage Loan department credit officers are directly report to country Chief Credit officer, they are has gap of communication with department manager and country manage. And also T&D lack of communication with HR department and Branch manager.

The bank current structure is lack of regional head of T&D so that each country T&D Department no link with each other’s.

As recommendations of improve the bank communication process,
The bank reporting system can be improved until their respective Regional Head. It will help to communicate with other countries. And each bank can be share of their experiences to solving problems.
Reporting system can be improve until HR and Branch manager will able to coordinate with Head of T&D .

* Show the justification on recommended of the communication plan. This can include a brief discussion on the steps needed under the decision making model taught.
Current communication plan is lack of the coordination of each braches within the country and within the region. As reason communication structure have gap to when T&D going to informed their decision to other department. So that the reason same company has giving different service same customer.
Decision making steps, i. Identify the problem thoroughly what is the problem before find the answer. ii. Gather information as much as related to the problem solve. iii. Find the alternative in case it will be help to make corrected decision iv. Analyst the information carefully, it can use brainstorming system. v. Select the best alternative make accurate decision. vi. Make decision and action accordantly. vii. Monitor carefully to evaluate result.

Reference

http://www.simply-strategic-planning.com/ http://www.investopedia.com/terms/c/comparativeadvantage.asp http://www.youtube.com/watch?v=9dcbnzuEz9Y http://www.inc.com/encyclopedia/business-information-sources.html http://www.tutorialspoint.com/management_concepts/decision_making_process.htm