October 5, 2011 Ms. Nicole Joseph Business Communication Tutor University of the West Indies St.

Augustine, Trinidad, W.I.

Dear Ms. Joseph

The attached report, which you requested, represents my findings regarding the communication channels at Black Hawk Auto Repairs Ltd. The report includes an assessment of the various mediums of communicating organizational goals and objectives as well as an analysis of the current and future communication needs of Black Hawk Auto Repairs Ltd. The communication Action Plan outlined in the report reflects the results of my research with the company. I have outlined my recommendations regarding my findings and its implications for improving Black Hawk Auto Repairs Ltd. I am especially grateful to the Staff at Black Hawk Auto Repairs Ltd for their input in my research. Sincerely Dennisha Jackson Dennisha Jackson Business Communication Student (807002255)

TABLE OF CONTENTS

EXECUTIVE SUMMARY INTRODUCTION.. ASSESSMENT OF COMMUNICATION CHANNELS. Meetings.. Newsline.. Electronic Media COMMUNICATING NEEDS FOR A SMALL BUSINESS Internal Communications. External Communications....... RECOMMENDATIONS. CONCLUSION.. REFERENCES

EXECUTIVE SUMMARY

A breakdown in the communication channel at Black Hawk Auto Repairs Ltd has created an inefficient flow in information. Employees are unaware of what the company expects of them and uninformed of what is going on in the company. Therefore, an effective communication channel should be implemented by managers to optimize workers productivity to ensure smooth running of the company. As a result of my assessment, which included discussions with employee groups and the manager, I made the following recommendations to improve the communication channel: 1. Black Hawk Auto Repairs Ltd should invest in training programs for its employees as a medium of communicating its customer service policies. Such training can lead to better customer satisfaction and initially organization growth and success. 2.

INTRODUCTION

Statement of problem Is choosing the right channels of communication viable to an organizations success? Purpose of the Report This report aims to critically analyze the various channels of communications adopted by Black Hawk Auto Repairs Ltd and the impact they have on the companys overall productivity and success. Scope and limitations One drawback encountered whilst conducting the research is that of a low literacy level amongst the employees at Black Hawk Auto Repairs Ltd. With a staff of 21 members, only 6 were competent read and answer the questionnaire presented. Methodology My assessment included: Extensive discussions with the Employees and administrative staff at Black Hawk Auto Repairs Ltd. Meetings with the Director/ Manager of Black Hawk Auto Repairs Ltd. Questionnaires that were completed by 10 randomly selected customers at Black Hawk Auto Repairs Ltd so to evaluate the impact the companys operation have on customer satisfaction.

Background Information Black Hawk Auto Repair Ltd was incorporated under the Trinidad and Tobago Companies Act of 1995 on the 25th February, 2003. On February 1st, 2004 an agreement was made between Black Hawk Auto Repair Ltd and Neal and Massy Motors (A division of Neal & Massy Automotive Limited, a company incorporated under the Companies Ordinance Chapter 31 No 1 and having registered its office at Lady Young Road, Morvant) deeming Black Hawk Auto Repair Ltd a contractor of Neal & Massy Motors1. Black Hawk Auto Repair Ltd provides the automotive body repairs service for Neal & Massy Motors, as the company is often referred to as Neal & Massy Body shop Department. As a contractor, Black Hawk Auto Repair Ltd operates as part of the Service Department of Neal and Massy Motors. Consequently, Black Hawk Auto Repair Ltd and its employees are bounded to comply at all times with the rules and regulations governing Neal & Massy Motors 2. Thus the operations of Black Hawk Auto Repair Ltd must be in compliance with the Quality policy and procedures as adhered to by Neal & Massy Motors.

1 2

Refer to Appendix Refer to clause 4 (a) of the contract (see Appendix)

ASSESSMENTS OF COMMUNICATION CHANNELS Currently Black Hawk Auto Repairs utilizes three Mediums of communication: 1. Meetings. A weekly Monday morning meeting is held with the administrative staff and a quarterly meeting with all employees to discuss employee matters and organizational goals and objectives. The meetings are intended to reiterate that employees should always strive to attain Excellence in Customer Service. From my discussions with the employees, striving for excellent customer service is easier said than done. They perceive themselves as lacking the requisite skills and training for customer service. Neal & Massy Motors provides continuous customer service training to its employees. However, given that Black Hawk Auto Repair Ltd is a contractor at Neal & Massy Motors, the onus is on the Manager to invest in employee training programs. This is left undone as there is a perception that the cost of training programs outweighs its benefits.

From my knowledge and experience, investing in development employees competencies is essential to organizational growth and success. Practical training in customer service is critical to communicate the desire for customer satisfaction to employees.

2. Newsline. Bulletin boards are set up around the compound where employees can read the service credo, quality policies, employee promise and photography which are focused on the organizations overall development. From my discussion with the employees, such means of communication

3. Electronic Media. The computer network system provided by Neal & Massy Motors and utilized by Black Hawk Auto Repair Ltd has to main program for communicating with employees. The ADP is the main system around which Black Hawk conducts its operation. It is used to communicate a wide range of information, for example, customers name, address, contact number, vehicle registration number, vehicle make and model3. Each employee has access to a computer and this system; however, their knowledge on how to operate it is limited to what is relevant to their job description. For example a Technicians use of the ADP is restricted to just closing off a line on a job when he has completed the task but Administrative staff are equipped to operate all functions of the ADP like checking sales amount. Another networking program is the Qpulse system is used to communicate customers complaints to employees. If a customer complains that a Service Advisor was disrespectful and uncooperative, this complaint will be registered in Qpulse under an owner (i.e. the Department Manager). It is now the responsibility of the owner to take corrective actions with both the employee and customer, and such actions must be record as feedback in the Qpulse system. From my research the Qpulse system is an effective medium for identifying the shortcomings of staff members and developing employees to improve customer service.

Refer to appendix (functions of ADP)

COMMUNICATION NEEDS FOR A SMALL BUSINESS Internal Communications As a small business there is a need for timely internal communication within Black Hawk Auto Repairs Ltd. My discussion with the employees indicated that at all levels they want to be informed about all business operations, policies and changes. Without this communication, much productive time will be spent on speculations. Informal channels of communication such as brief meetings and one-on-one discussion should take place often to address issues of customer complaints raised on Qpulse. All employees should be involved not only those whom the complaint is filed against. This is to educate all employees on the right approach to take there is a reoccurrence of a similar matter. Given that there is a high illiteracy level amongst the shop floor employees at Black Hawk Auto Repairs Ltd, the Newsline as a channel of communication is greatly underutilized. Therefore it has become necessary for greater involvement of floor workers in the weekly meetings so to continuously reiterate and discuss what the company expects of them4. External communication Publications such as the Quality Policy and Customer Promise should be made more visually available to the customers. These can serve to bring about a feeling of sense of the companys commitment to its customer. Advertising such as flyers are also another option to communicate externally with potential customer the services offered by Black Hawk Auto Repairs Ltd. From my discussion with the

Refer to appendix (Service Credo)

manager, Mr. Powell, plans for such marketing are in the works; however the hold back is that instead of covering the cost himself, he has put forward a proposal along with an estimate cost to the director of Neal & Massy Motors and is awaiting feedback.

RECCOMENDATIONS 1. Increased use of more visual aids. From my research, I strongly recommend that in the customers waiting room, one of the walls should be used to hang the Service Credo, Customer Promise and Quality policy where it is visually available to customers. This can improve the companys image in marketing itself. 2. Refocus Meetings. Weekly meeting should include all members of staff. A continuous proclamation of the desire to achieve an industrious workforce focused on attaining organizational goals has its advantage in organizational growth. 3. Investing in Training Programs. Training programs are effective tools in communicating organizational aims to employees. They are able to evaluate daily business situations and utilize their knowledge to make better and informed decision.