Poor Internal Communication at Astobank Organization

Table ofContents
Poor Internal Communication at Astobank Organization 3
Introduction 3
Problem Review 3
Analytical Plan 4
Elicitation Techniques 4
Communication 6
Enterprise Analysis 6
Requirement analysis 7
Solution Assessment and Validation 7
Recommendation 7
Conclusion 9
References 10

 
Poor Internal Communication at Astobank Organization
Introduction
Astobank Corporation is one of the top financial institutions in North America characterized by vast product and service assortment or portfolio, significant in the market sector. Its dominance in the retail banking segment is largely contributed by the swift growth and expansion of its operations. The Astobank organization offers its services in twocountries, the United States and Canada. This corporation has developed an enormous and extensivecustomer base duringits 20 years of operation. Despite its advancement, Astobank Corporation is facing an issue of poor internal communication. The customers have recently been posting complains regarding reduction in communication quality services. This issue is a threat to the shrinkage of the well-developed customer base of the corporation (Stanciu, Condrea & Zamfir, 2016). The organization urgently requires a new strategy to solve this problem and secure a good reputation.
Problem Review
Poor communication is the key issue that Astobank Corporation is facing. This challenge has been problematic in this organization for one year. The organization's independent evaluation reports indicated that the root cause of the poor communication problem is ineffective internal communication frameworks. Implementation of effective internal frameworks is the responsibility of the management and directing team of the corporation. On the other hand, the staff should exercise coordination and unity while performing essential organizational tasks. The critically affected area by the issue of poor internal communication is the customer experience. In recent months, Astobank Corporation has been receiving complaints from consumers concerning message responses and updates of new products or services.
Additionally, most customers presented their dissatisfaction with the ways the employees were handling their necessities. This internal communication issue should be addressed within the shortest time possible to restore the customers' experience and satisfaction. Customers are considered as the backbone of every organization because they are the reason behind the operations. Due to competition, customers should be taken care of to retain them and generate more revenue (Stanciu, Condrea & Zamfir, 2016).The preliminary solutions to the internal communication challenge include the following.
• Increase staff training in communication.
• Use social media to manage customer relationships.
• Install a communication monitoring system in the organization.
Analytical Plan
Since the internal communication problem is growing steadily, the organization needs to develop an effective strategy immediately to prevent advanced effects that may cause a reduction in the profitability segment. The management team should develop an efficient internal communication framework. Conversely, it is difficult to implement an effective strategy without assessing and examining the issue at hand fully (McGlynn & Garner, 2018). The analytical plan involves several procedural steps that were enhanced to develop the right course of action that the organization should follow.
Elicitation Techniques
Elicitation Techniques are the approaches used by different organizations to collect data and critical information in a certain area. The method that was used to obtain information regarding Astobank Corporation's poor communication system is survey performance. Several questions were formulated and presented to the corporation's shareholders. The targeted number of stakeholders selected to participate in the survey process was 10, and they are listed below.
 Investors – individuals who have risked their money in the corporation
 Employees – the hired workers to offer labor
 Customers – the direct consumers of the corporation's products and services
 Suppliers – these are the distributors of the resources required in the organization
 Trade unions – members who discuss contracts with the workers on behalf of the company
 Creditors – people who provide the corporation with emergency funds
 Communities – the societies associated with the organization directly
 Owners – the founders and possessors of the Astobank corporation or organization
 Government agencies – the law boards, associated with the organizational dealings
 Media – the mass communication platforms used by the corporation
These stakeholders were expected to provide answers to the survey questions provided to them during the analytical process. Below are the questions that were used in the survey process by the appointed team.

1. Is there a system monitoring communication in your organization?
2. How does your staff interact during working hours?
3. How promptly do you get any emerging information or issue about your organization?
4. Do you think the management is determinant in keeping the members updated?
5. According to you, is there proper coordination between the managers and the employees as far as task completion is concerned?
6. How do you prefer to get current information about the organization?
7. Do you think your organization responds faster to customer complaints?
8. Do you think poor internal communication in your organization is an urgent issue that needs to be quickly addressed?
   Communication
   During the business analysis process, the technique that was used during communication is known as turn-taking. This is a communication technique that offers a speaking chance to all the involved associates. The turn-taking technique was selected to encourage the sharing of different ideas and thoughts. This was very impactful since finding the problem solution took less time.
   Enterprise Analysis
   The problem at hand, in the case of Astobank Corporation, as illustrated above, is poor internal communication. The current business initiative is to improvise an efficient internal framework to help in solving this problem. Increase staff training, enhance social media to manage customer relationships, and installation of a communication monitoring system are three key constituents of an effective internal communication framework. However, there are few risks associated with these proposed solutions. The commonly anticipated risks include increased implementation cost and poor system adjustment.
   Requirement Analysis
   An effective internal communication framework is necessary because Astobank Corporation requiresrestoring customer satisfaction and increasing its profitability. After performing the survey, the collected data was recorded and analyzed. However, it was noted that there were some conflicting stakeholder requirements. Some of them felt that employees should deliver information while others preferred managers. On the other hand, some stakeholders argued that employees should interact during working hours while others opposed.
   Solution Assessment and Validation
   Babok is a technique that was employed in assessing and validating the proposed solution (Jonasson, 2016).This technique started by inquiring about the definition of the solution purpose rather than its description and the inputs. After that, the techniques were evaluated, including decision assessment, and then the stakeholders were examined. After assessing the solution from all perspectives, the validation process began following the same procedure for confirmation purposes. The Babok technique depicted that the solution was fit for application in Astobank Corporation.
   Recommendation
   The recommendation process involves a table that outlines the necessary steps leading to the implementation plan.
   Steps Actions Description
   1 Problem definition The bank's management should recognize the existence of the problem within the organization. The problem should then be defined and discussed by all the organization's staff.
   2 Setting objectives The bank should set objectives to describe its expected outcomes. Typical objectives include:
9. To promote effective internal communication.
10. To improve customer engagement.
    3 Problem analysis The bank should perform a root cause analysis of the problem. Determining the causes and consequences of the problem will enable the organization to identify potential solutions.
    4 Action plan The action plan is based on the key findings of the analysis. Once the problem is researched, specific actions should be enacted. They include
    • Increase staff training in communication.
    • Use social media to manage customer relationships.
    • Install a communication monitoring system in the organization.
    5 Implementation The specific actions are put into practice.
    6 Evaluating Results The key deliverables of the action plan are assessed.
    7 Monitoring and improvement Improvements are made in the communication framework over time.

Table 1: Course of action (Vidgen et al. 2017; Nikolaeva, 2018)
Conclusion
Every organization is faced with its own challenges, and it is the management's responsibility to develop necessary solutions to the problems. Astobank Corporation is a top financial institution in North America that is facing the problem of the poor internal communication system. An analytical process based on the problem was conducted in the organization to develop a solution. To terminate this problem, the organization should develop a workable communication framework by increasing staff communication training, enhancing social media to manage the customer relationship, and installing a communication monitoring system.

 
References
Jonasson, H. (2016). CBAP® certification and BABOK® study guide. doi:10.1201/9781315367347
McGlynn, P., & Garner, G. (2018). Creating an analytical plan. Intelligence Analysis Fundamentals, 229-246. doi:10.4324/9781351249355-13
Milani, F. (2019). Requirement elicitation using business process models. Digital Business Analysis, 311-319. doi:10.1007/978-3-030-05719-0_16
Nikolaeva, V. (2018). Strategic management of business organizations-opportunities and challenges. Izvestia Journal of the Union of Scientists-Varna. Economic Sciences Series, 7(3), 221-230.
Stanciu, A. C., Condrea, E., &Zamfir, C. (2016). The importance of communication in quality management. Ovidius University Annals, Economic Sciences Series, 16(2), 393–396.
Vidgen, R., Shaw, S., & Grant, D. B. (2017). Management challenges in creating value from business analytics. European Journal of Operational Research, 261(2), 626-639.