Learning outcome 01

Ceylon Tea history

James Taylor is the first man who planted tea in his bungalow at Loolecondera Estate, Kandy in 1867. The result was a delicious tea, which was sold locally, now Sri Lanka ranks as the 3rd largest tea producing country in the world. However it is the largest exporter of tea in the world today: making Ceylon Tea the most famous household name in Tea internationally.

Introduction about the Anverally & Sons

Anverally & Sons (Pvt) Ltd. was founded by a man with a vision, by Mohamed Anvar Ali. His vision was to establish the finest pure Ceylon teas. A century later, his vision has been made a reality by his successors. Today Anverally & Sons (Pvt) Ltd is still very much a family concern and exports some of the finest teas in the world to over 37 countries. They became ranking 4th in the value added tea and 7th in the overall exporters in Sri lanka in 2009 they, received ISO 22000 certification in Feb 2007.

Mission

'Our mission is to create perfection second to none in every ounce of tea we export.'

1.2 Global Market Anverally & Sons exports some of the finest teas in the world to 37 countries in Europe, Asia, CIS States, and the Middle East. They have 1500 registered brands; their 75% of the products are exported to the Middle East while the remaining 25% goes to Europe. Anverally and Sons makes all its purchases of tea through tea auctions at Ceylon Chamber of Commerce and adding few values to that and packaging it very nicely and exporting to the countries. They have a good demand for their products and have 3 % of the Sri lanka Export market share. They have two varieties of teas such as low grown teas, and high grown teas. Low grown teas have big leaves those are exporting to the Middle East; high grown teas have small leaves they are exporting to the Europe.

1.1 The Stakeholder of the company and the range of organizational decisions to be taken
As we interviewed the Human Resource Manager of Anverally and Sons, I found that they have to make many decisions in the future to communicate effectively with their stakeholders.

1.1.1 Stakeholders of Anverally & Sons

Internal Stakeholders Management Employees Out sourced Factory Labours

Connected Stakeholders Customers Owner/share holders Ceylon Chamber of Commerce Shipping lines

External Stakeholders Government

1.1.2 The Range of Decisions to be taken I. The company should maintain a good relationship between their main stakeholders such as:

Employees Normally the employees play major role in the company, so the company should Respect the personalities and individuality of its employees, by providing them safe conditions of work and good terms and conditions of service, and also the company can give them good motivation by some incentives then they will stay in the company for a long time, if they stay for a long time company will get more benefits such as can reduce the cost of recruiting& training new employers. Factory Labors they are major players who modifying the teas in the factory Currently the factory labors are outsourced so Anverally should make those labors as their permanent employees and give incentives according to their output so they will become motivated and the company can increase the production efficiency Customers Is the very important stakeholder to the organization, by maintaining a good relationship with them the company can increase the sales and revenue and also can get lots of benefits, Anverally has only International customers so the company cant maintain same way to every customers they should clearly identify the customers and need to maintains relationship according to their different characteristics Ceylon chamber of Commerce They are generally concerned with being paid promptly for goods and services delivered and receiving regular repayments of any capital provided. E.g. if Anverally wishes to follow a strategy that improves working capital management by paying the tea auction company late, they may decide to stop supplying the organization leading to the increased cost of finding new suppliers. Shipping Lines company only exporting the tea so they should maintain a good relationship with them by paying payment at correct time, so they might give some special discounts for the company.

Government -Maintain government regulations and educate the employees and the management about government regulation changes and the company should maintain the Ceylon teas (Lion logo) standard

II. The company should identify new ways to communicate effectively with their stakeholders Technological developments in communications are changing the way organizations do business with customer suppliers and distributors, So Anverally should improve the way to communicate with their stakeholders They can use the technologies such as: Video technology combined with mobile phones which will change the way we communicate on the telephone, because our body language and facial expressions can be observed. This is also good way to Anverally to reduce traveling costs. Virtual conferencing web conferencing as a communication service has come of age, with many companies adopting it for crucial meeting with clients. The biggest advantage of wed conferencing is that is a virtual conferencing tools that enables us to productively and cost effectively engage in our most important business with just a phone and web browser. VoIP (voice over internet protocol) is a communication protocol (set of rules and

procedures) optimized for the transmission of voice through the internet, it allow users to hold conversations alongside data transfer any broadband connection, thus eliminating the need for a separate telephone line and bill. While VoIP can facilitate multimedia connection between parties (who may be any stakeholder) it does rely on both parties having access to (and having downloaded and installed) VoIP technology.

1.2 The information requirements at different levels of organizational hierarchy.

There are three levels of information hierarchy in the organization; those are strategic information, tactical information, and operational information. Under each information levels they need some special information to make decision effectively. Strategic level At Anverally the chairman and general manager (GM) are coming under this category. So they need to understand briefly about current organizations situation to make good decisions in the future. They can do the SWOT analysis, by doing that, they can identify strengths, weaknesses, opportunities, and threats. Tactical Level Middle managers are coming under this category, and Anverally has many middle managers. Marketing Managers: Should get competitors analysis by identifying that he can identify competitor products, price, and promotions so he can easily make decisions in the future. Human Resources Manager - Should identify the employee satisfaction levels by providing questionnaires so he can get information about their current situations and requirements to make good decisions. Shipping department manager - He should get latest information about shipping companies about their pricing, their delivery period to make future decisions effectively. Legal department Head - He should analyze the current legal systems and tax rates to make good decisions. Operational Levels - Store Manager, factory manager, receptionist and other office staffs are coming under this category. All the technical level managers should share the current situation and future plans to operational level employees and should control the activities to make good decision in the future. So their management and employees should understand how to collect information as I have recommended making decisions effectively in the future.

1.3 The information and knowledge needed to ensure effective decision making technique Every company is trying to make good decision but most of its end with some problem so Anverally should carefully follow the Decision making process when they are going to make decisions. As I interviewed the HR manager of the company he said that they they want to buy new machines to increase the supply they have to go through Decision making process before they make this decision Decision Making Process
Recognition of decision requirements Diagnosis & Analysis of causes Development of Alternatives Selection of desired alternatives Implementation s of chosen alternatives Evaluation and feed back

Step 01 Recognition of decision requirements Managers identify the situations where decisions are required through a problem or an opportunity. In here this is an opportunity to increase the supply because they have good demand. Step 02 Diagnosis & Analysis of causes Once the opportunity is identified the next step is diagnosing the company should identify the causes of this opportunity by asking few questions such as: How did it affect the current sales and revenue? What are the advantages and disadvantages will get through this activity? How much will it cost? Step 03 - Developments of Alternatives The third step is developing maximum possible number of alternatives, company can try this opportunity by manual labor, rent machines from outsiders

Step 04 - Selection of desired alternatives Fourth and most important step of the process is the selection of more feasible alternative from they have developed , this selection will influence the personality of the manager and their willingness to accept the risks. This is in most of the cases based on the costs and the benefits of the decision Step 05 - Implementation of the chosen alternatives At this stage the alternative chosen is translated into action by the respective managers. They should discuss the decision with the parties that will be affected by the decision Step 06 - Evaluation and feed back The success or the failure of a decision can be determined only after obtaining the feedback on the implementation. The result of this stage provides information to continue the implementation or revising the decision. as such this stage provides managers with the information required for a new decision process. So the managers at all level should follow this Decision making process to make decisions effectively in the future

1.4 INTERNAL AND EXTERNAL SOURCES OF INFORMATION REQUIRED TO TAKE DICISIONS

1.4.1Internal information Internal information is necessary for all management levels, in every function in the organization. It will relate to activities or transactions performed within the organization such as administrative tasks the production of products and services or sale of those products often these activities generate cost and revenues and so a lot the data collected will be quantitative. Some sources of internal information. Marketing departments provide information about sales, target market, buying behavior or customers and potential customers. Production departments are a source of information on machine capacity, fuel consumption and maintenance requirements and the movement of people. Personal and payroll- providing information about pay levels of staff also for keeping detailed records of time spent on various activities. The accounting ledgers- which are used for predicting future events budgeting and analyzing the stock control system. E.g. speed or delivery, quality or suppliers

Methods of collecting internal information Methods of gathering this type of information focus on numbers an frequencies rather than on meaning and experience. Examples of gathering information include. a. Surveys b. Questionnaire c. Consulting and analyzing records

1.4.2 External Information External information emanates from official and unofficial sources, the latter having to be assessed and reliability. It concerns such matters as official areas (tax, regulations, etc.) the economy, supplier and customers. Methods or connecting external information 1. Web search engines: - can be a big help to collect secondary information. 2. Books 3. Journals and articles. 4. Government agencies- are good sources of economic and other statistical information.

Learning outcome 3

3.1 Existing communication process of Anverally & Sons

Chairman General Manager

Director of Bulk Tea

Director of Operation and Logistics

HR Dept

DirectorLeg al Affairs Dept.

Director of Value added Tea

Finance Dept.

Marketing & Sales & PR Dept.

Purchasers Teams Account Executive s Marketing Executives Sales& Customer Service

Maintenance Teams

Factory Labors

This is shows the existing process of communication of the Anverallys Management This figure shows how the communication is carried out within the organization. Organizational decisions are made at top level and then flow down to the people who carry them. Employees receive appropriate downward communication from the management so the employees are working according to the they get from upper stage, the blue lines represent how the information is passed from one stage to the next stage.

3.2 IMPROVEMENTS TO BE IMPLEMENTED IN THEIR COMMUNICATION PROCESS Chairman

General Manager

Director of Bulk Tea

Director of Operation and Logistics

HR Dept

Legal Affairs Dept.

Director of Value added Tea

Finance Dept.

Marketing & Sales & PR Dept.

Purchaser Teams Account Executive s Marketing Sales& Customer Service

Maintenance Teams

Factory Labors

This shows the improvement of the Anverally communication process such as the vertically downward & upward communication, blue line represent how the information is passed from one stage to the next stage (Vertically Downward Communication). Red lines represent how the information is passed from one stage to the next stage (Vertically Downward Communication). If they follow vertically upward communication that means communication from a lower level to an officer at a higher position they will get lots of advantages such as:

Advantages from Improvements Vertically Upward communication will help managers to make intelligent decision by identifying the requirements of employees, They can solve problems and identify what is going on in the organization. Many executives want comments from employees in addition to the usual periodic reports. Senior managers such as CEO and general manager can listen closely to opinions, complaints, problems, and suggestions, especially when these are clearly put forward in the vertically upward communication system.

3.3Communication Skills of a Good Manger Story of the successful manager

Alfed Sloan as an ideal manager, and a successful manager, who apparently had a balanced approach to the communication. When General Motors was considered the most successful corporation in the world Sloan was its president. like any other manager Sloan had relied on oral communication. For Example at one particular instance, his dealers throughout the country were claiming that they were holding too many cars in the inventory, even though the reports at the head office did not agree. Sloan attacked this problem directly by visiting the large number of dealers throughout the country .both his talks to them and their actual number of cars in stock strongly indicated that General Motors was supplying them with too many cars. Sloan had also made considerable use of management reports in decision making. He generally prepared himself for meetings and for making decisions, by reading relevant management reports from the many departments of general motors. In fact it was said that he was so systematic that the frequently a memoranda for himself, giving the advantages and disadvantages of various course of action It is said that the message from Sloans autobiography is clear that to be successful in the modern organization, which has become highly complex; a manger must go beyond oral communication A systematic approach to problems, which emphasizes both oral and other forms of communication, is the one that is most likely to make a manager successful (Management theory and Practice OULS Sri lanka)

3.4 PERSONAL PLAN

IDENTIFYING WEEKNESS

Depend on the old methods of communications

Know only 2 languages

Law communication skills such as poor eye contact, less body expressions Not giving priority to the communication Public relation is weak
PERSONAL PLAN TO IMPROVE COMMUNICATION SKILLS The Person should improve his Public Relation (PR) in order to maintain good relationship their stakeholders and he will get more advantages through that, he should use the latest technologys to improve proper communication; He should improve communication skills such as eye contacting and body expressions to deliver a message more attractively. And also the communicator should learn more languages in order to communicate with international clients. If he going to communicate with a client or any others the following requirement have to be met such as: Speed How fast the response is receive to ensure satisfactory transmission. Accuracy How accurate is the message is conveyed safely and as directed. Safety Assurance that the message is conveyed safely and as directed. Secrecy Certain messages have to be known only by limited and authorized persons. Effectiveness of such confidential messages to be ensured. Recorded or pre- determined information Certain information may have to be obtain from pre-recorded or pre-determined information available with us. Costs it is necessary to be concerned about the cost of transmitting messages.

1.5 The importance of team meetings and Group Discussions

1. Meeting can be help for a wide range of purposes such as

Meetings are the powerful weapon to the organization Meetings Keep the organization on Track Meetings helps a team arrive at a Consensus

2. Meetings can also help a team arrive at a unanimous decision when decision-making is needed 3. On the part of the management, conducting a meeting makes it easy for them to deliver any important updates at one time and at the same time to the members. 4. Meetings also provide an opportunity for the management to acknowledge the accomplishments of group members through public recognition. 5. Negotiations are actually best dealt with over business meetings. There are times when business affiliates can get business deals over and done with in a one-time meeting. 6. As a tool in business, meetings with business clients can be done through lunch or dinner meetings for a change of environment. But this is best done if the conversation is light such as that of closing a business deal or sealing in the contract.

7. In order to keep track of the work progress, regular meetings can be conducted where team members share each others development. The whole team is constantly updated with how well the project goes and what things need to be worked on
8. If there are any changes in the company goals or objectives. The manager may call for a meeting to discuss the changes with the members so they are updated with any modifications 9. Why a meeting is important is because it helps a group to reach a common decision when urgent and crucial matters need to be discussed and brainstormed through personal interaction 10. Through a meeting, members are able to compare plans and propositions before individuals take on conflicting directions

Learning Outcome 4

4.2 How information could use as controlling and coordination method for an organization

4.2 EXISTING APPROACHES FOR THE COLLECTION, FORMATTING, STORAGE, DISSEMINATING INFORMATION AND KNOWLEDGE
The information and knowledge should be neatly organized to communicate well, for this purpose it is very important for a tea export company to collect, format and store and disseminates information and knowledge accurately and neatly. For the collection of information the company uses conferences with customers, and observing the customer purchase details, to collect necessary information about employees, they use staff attendance software (Finger Print) and to know something on their personal information they use interviewing method. To format necessary information they use new technology such as they computerize all the information about customers and employers so they can see the information at a click. For storing purpose, the company uses new technology such as computerizing information, but if any technological error occurs, they are ready with their written records. The written documents are kept in a cupboard separately and they store both customers and employers information. The company disseminates information and knowledge among the customers through the conferences such as video conferencing. They disseminate information and knowledge among employers through internet- sending e mails, telephone and through meetings.

4.3 How IT system could use as a communication management and controlling tool
Communication IT changed the way people communicate such as internet, e-mail, voice mail, faxes, pagers, and other wireless devices; those are revolutionized the way people communicate. Such technological advances are new and better tools to the workplace but also increase the speed, frequency, and reach of communication. People from opposite end of the world can work together effectively, 24 hours a day. Moreover, advances in technology make it possible for more and more people to work away from the office-in cars, airports, hotels and at home. So it is easier to understand that there are lots of opportunities to Anverally & Sons to the good future development through IT.

Productivity IT is one of the most important tools along with innovation in organization and management, intact these innovations need to be linked together hence IT plays a critical role in increasing the productivity of firms, entire nations and the world.

Capital Management Information Technology has become the largest component of capital investment for firms globally. Investment in information technology has doubled as a percentage of total business investment and now accounts for more capital investment in the world.

Strategic Opportunity and Advantage If we want to take advantage of new opportunities in markets, develop new products and create new services chances are quite high, we need to make substantial investment in IT to realize the new business opportunities. If you want to achieve a strategic advantage over uor rivals, to differentiate yourself from your competitors. IT is one avenue for achieving such advantages along with changes in business practices and management.

4.4 CHANGES TO IMPROVE COLLECTION, FORMATING, STORAGE AND DISSEMINATING INFORMATION AND KNOWLEDGE
As a tea export company in a technological era the companies also have to change with the technology because this is high technological world. They have to make changes improve the collection, formatting, storage and disseminating information and knowledge. To improve the collection of information and knowledge, intranet and extranet can be used. To exchange the internal information intranet can be used and to exchange information with people who are willing to know about the company and who seeks information about the company extranet can be used. To format and store information which is collected data bases and spread sheets can be used, and they can use Electronic point of sale (EPOS) it provides organization with detailed profiles of customer preferences and purchasing history. So Anverally can use the data base to store information about customer purchase history. For disseminate information for the stakeholders of the company, the current website can be expand with annual repots and all, so the customers can get the information by tapping their own PC in any place of the world . In that website the company can open a separate file for every employee and give them a way to login and get their personal information that might helpful to check their salary and other information they need.

4.5 What is Organization Culture ?and how it effect the communication process in the organization
Any language is the expression of the thoughts, feelings and experiences interms of cultural environmental. The same language when used in differentcultures, take differ ent color and conveys different meaning. Sometimes, we modify our language according to the person with whom we are speaking. There is a difference in the use of language for discussions; formal talks informal talks etc. Language influences behavior of individuals and groups. In certain cases, language itself becomes a barrier in communication. Words are mere symbols and frequently convey more than one meaning both in the minds of a sender and a receiver Symbols represent subjective and objective meanings. Favorable and unfavorable arrangement of words depends upon the context in which it is used. Communication difficulties arise when
\

One does not express what one means. One uses the language, idioms, and phrases etc. one does not Men for it. One speaks at a wrong moment. Words carry different meanings for different people.

Appendix 1 An Effective way to communicate with customers of Anverally & Sons

Anverally & Sons

When the organization plan to communicate through facebook, twitter, Skype they should consider that competitors or any other person can open fake accounts and act as their customers and get informations about the company, so risky is very high.

Reference Open University of Sri lanka, Nawala Nugegoda., 2004. Management Theory and Practice Block II. Open University of sri Lanka David R.Harris, Niel Botten and Julia McMoll, 2008 - 2009, Communicating with Stakeholders, Marketing for Stakeholders. Professional Certificate in marketing, Chartered Institute of marketing. Unknown, 2002, Business Communication. [English] . Available through : www.scribd.com <http://www.scribd.com/doc/28575509/Business-Communication-ENG301> [1st of July 2012

Anthiny Oduori solo, 2010. Management Information System [English] Available at: <http://www.aiu.edu/applications/DocumentLibraryManager/upload/Management%20Informatio n%20Systems.pdf> [Accessed 1st of july 2012]
http://www.flexstudy.com/catalog/schpdf.cfm?coursenum=96026