FACTOR 1: Employees

In todays competitive world, the key to success in any business relies on customer
satisfaction. As a result, servicing customer needs has become a priority for many
organizations. However they have failed to act upon the satisfaction of the employees, who
are the internal customers of the firm. Can an organization service the needs of the
clients/customers properly when they fail to satisfy the needs of the internal customers?
An employee, also called worker, is an individual who works part-time or full-time under
a contract of employment, whether oral or written, express or implied, and has
recognized rights and duties.
The most important part of any business is its people, it means the employees. No business
can run effectively without them. But people don't work in a vacuum; they need to
communicate and work with others to get their jobs done. Employers need to manage
relationships in the workplace to keep the business functioning smoothly, avoid problems,
and make sure employees are performing at their best.
Every member of the team has an opportunity to contribute to creating a compelling
customer experience, or one that fails to deliver on your brand promise. Few would argue
that staff on the front line greatly influences the customer experience, but the reality is all
employees play a role in reinforcing your companys commitment to the customer.
An organization with a good employee relations program provides fair and consistent
treatment to all employees so they will be committed to their jobs and loyal to the company.
Such programs also aim to prevent and resolve problems arising from situations at work.
It is for this that the proverb for success for the employer is to Take care of your
employees who will in turn take care of your business.

FACTOR 2: Internal Communication

Communication is the exchange of ideas, opinions and information through written or
spoken words, symbols or actions. In fact, communication is more concerned with a dual
listening process. For communication to be effective, the message must mean the same
thing to both the sender and the receiver.
Business Communication is any communication used to promote a product, service, or
organization with the objective of making sale. In business communication, message is
conveyed through various channels of communication including internet, print, outdoor,
and word of mouth.
In the business world, good communication is important for the daily operation of the
company, but can also affect sales and profitability. Without good business communication,
the internal and external structure of a business can face numerous challenges that can
ultimately lead to its demise.
The companys culture is reflected in the nature of office communications, and business can
hinge on effective communication.
There are two types of business communication in an organization.
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Internal Communication
External Communication

Communication within an organization is called Internal Communication. It includes all

communication within an organization. It may be informal, formal function, or department
providing communication in various forms to employees.
Internal Communication, also known as Employee Communication, is at its most basic,
facilitating strategic connections and conversations within your organization. This
communication takes place between leaders, managers and employees or peer-to-peer, from
leader-to-leader or employee-to-employee, for example.
Effective internal communication is a vital mean of addressing organizational concerns.
Good communication may help to increase job satisfaction, safety, productivity, and profits
and decrease grievances and turnover.

FACTOR 3: Organizational Direction

The role of company leadership is an important internal business factor. Leadership is a
process by which a person influences others to accomplish an objective and directs the
organization in a way that makes it more cohesive and coherent.
Leaders carry out this process by applying their leadership attributes, such as beliefs,
values, ethics, character, knowledge, and skills in order to guide and drives the
organization. Your leadership style and the styles of other company management impact
organizational culture.
Its important to note that leaders are expected to be mentors who can be dependent on by
the people that one is leading. The positive or negative nature, level of family-friendliness,
effectiveness of communication and value of employees are cultural implications that result
from leadership approaches. Companies often provide formal structure or direction with
mission and vision statements. These are forward-looking statements that provide the
business for company decisions and activities.
In management there is difference between a leader and a manager because the latter wants
to maintain the status quo whereas a leader will always question the existing position.
Therefore its important to note that leadership in any organization will always affect the
strategic planning in organization if proper leadership does not exist.
The actions and behaviors of leaders used to be hard to observe if the leadership wasnt
transparent or connected with their employees. Not so anymore with the advent of social
media.
Its no longer that serious of a challenge for leaders to have a wider sphere of
communication with the social tools that are available. Leaders cant hide behind the I
dont have time to travel around and talk with employees anymore.
Innovative and creative organizations realize that with little effort, they can create avenues
for dialogue that are inviting, engaging and display effort on the part of leaders that want to
be better understood and open to their employees.