Managing Communication, knowledge & information McDonalds Business process Executive summary.

This project contains the analysis in the field of a restaurant of how they manage their communication, knowledge and information to make effective decision making within their stakeholders of the business for the better success of the organization. So for an example I have taken McDonalds and done my research on it. I have listed down the decision making process in McDonalds and its success due to that. Also gathered knowledge of their decision making techniques and the way they asses the information from their internal and external sources. Implemented and recommended improvements to develop their organization growth and suggested methods of ensuring their company secrecy to have a well managed organization. I have also done an analysis on how to promote a product through personal networking. By identifying the people I want to promote it through and how it would be beneficial to our organization and it would help us to reach out to more people. I have also identified and recommended strategies for the future improvement of marketing a product through personal networking and elaborated on how personal networking can also affect organizational secrecy.

Anton Trevin Alphonsus, Batch 30, Business Management

Managing Communication, knowledge & information McDonalds Business process Table of contents.
1.1 Organizational hierarchy and its information flow
1.2 The stakeholders in McDonalds

04 05

07
1.3 Decision making and its progression in McDonalds

07

09
1.4 The range of decisions to be taken to communicate

with the stakeholders of a restaurant

1.5 Financial & franchising decision

10 10

14
1.6 Customer care and product decision

15

17
1.7 Marketing Decision

18

20

2 Problem definition & analysis

2.1 Information Management

21 21 21 21

2.1.1 Benefits of Information Management

2.2 Knowledge management

22
1

2.2.1 Benefits of Knowledge Management

22

2.3 Communication Management

22

23

2.3.1 Qualities of an Effective Speaker

23

Anton Trevin Alphonsus, Batch 30, Business Management

Managing Communication, knowledge & information McDonalds Business process

2.3.2 Benefits of Effective Communication

24 24

2.4 Decision making techniques in McDonalds

26
2.5 Methods of ensuring secrecy in an organization

26

28

1 Networking 33
1.2 The benefits developing relationship with people

29

34

35
1.3 strategies for improvement

35 - 36

Anton Trevin Alphonsus, Batch 30, Business Management

Managing Communication, knowledge & information McDonalds Business process

1. Introduction
The aim of this study is to identify the current challenges faced by a certain organizations in the areas of Information, Knowledge and Communication Management. To suggest improvements and give solutions on how to implement the suggestions efficiently to achieve organizational goals. According to the assignment given by Mrs. Maryanne, I have hereby chosen to analyze the field of a restaurant of how they identify their information needs and how they collect this information to make effective decision making in their organization. So I have herby chosen McDonalds. McDonalds is a major global food service restaurant organization since 1948. This organization has spread its service to 119 countries on six continents with more than 31,000.00 restaurants. More than 70% of McDonald's restaurants worldwide are owned and operated by independent local men and women. This company has reached great heights in a short period. A typical McDonalds restaurant employs about 60 people. Most employees are paid by the hour and are referred to as 'crew members'. Their primary responsibility is to prepare
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the food, serve customers and carry out task for the efficient running of the restaurants. Other hourly paid employees who work alongside them include training squad members Dining Area Hostesses, Party Entertainers, Administrative Assistants, Security

Anton Trevin Alphonsus, Batch 30, Business Management

Managing Communication, knowledge & information McDonalds Business process

coordinators, maintenance staff, night closers, Floor Managers and Shift Running Floor Managers. These employees carry out more specific job functions. Their overall roll, however, is to ensure the restaurant runs efficiently. The remaining restaurant based employees are salaried managers. It is their responsibility to manage the restaurant's operations, crew and business performances. Each McDonalds is structured as an independent business, with restaurant management responsible for accounting, operations, inventory control, community relations, training and human resources.

1.1 Organizational hierarchy and its information flow.

The long term decision making and strategy planning at McDonalds is performed by the senior management team and the Board of Directors. The implementations of these strategies are carried out by the middle and lower levels of the organizational hierarchy. Therefore we can conclude that McDonalds operates a Top Bottom information flow. The information flow is structured and centralized. Figure 1.4 indicates a graphical explanation of the information flow and its contents at McDonalds. Most of the front office operations are run manually, only those in the Top and middle management levels carry out their work through computers and the Internet. This has been a current change in the organization and the management hopes to computerize all of its operations in the near future in order to abolish drawbacks of the current system. Lower level staffs are not very confident with using new sophisticated systems of data entry and information technology. They rely on petty cash books and manual entry of receipts. Thus they are reluctant to switch over but the recent trends in the industry have caused a greater reliance and cost effectiveness of computerized systems. This has been a
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growing concern for most of the managers at McDonalds.

Anton Trevin Alphonsus, Batch 30, Business Management

Managing Communication, knowledge & information McDonalds Business process

Figure 1.1 organizational hierarchy

1.2 The stakeholders in McDonalds

A stakeholder is any individual or organization that is affected by the activity of a business. They may have a direct or indirect interest in the business, and may be in contact with the business on a daily basis, or may just occasionally. Refer figure 1.1 1.2 The main stakeholder in McDonalds.

Customers : A person, company or other entity which buys goods and services produced by another person, company or other entity

The bank : An organization, usually a corporation, charted by a state or federal government which does most or all the following: receives demand deposits and time deposits, honors instruments drawn on them, and pays interest on them; Discounts notes, Makes loans and invest in

Anton Trevin Alphonsus, Batch 30, Business Management

Managing Communication, knowledge & information McDonalds Business process

securities; collects checks, drafts and notes; certifies depositors checks and issues drafts and cashiers checks

Management : Directors & managers who have the power and responsibility to make decisions to manage an enterprise. As a discipline, management comprises of the interlocking function of formulating corporate-policy and organizing, planning, controlling and directing the firms resources to achieve the policys objectives. The size of management can range from one person in a small firm to hundreds or thousands of managers in multinational companies. In large firms the board of directors formulates the policy which is implemented by the chief executive officer. Some business analysis and financiers accord the highest importance to the quality and experience of the managers in evaluating an organizations current and future worth.

Investors : An individual that commits money to investment products with the expectation of financial return. Generally the primary concern of an investor is to minimize risk while maximizing return. as opposed to a speculator, who is willing to accept a higher level of risk in hopes of collecting higher than average profit.

Employees or staff : A person who is hired to Provide services to a company on a regular basis in exchange for compensation and who does not provide these services as part of an independent business.

Shareholders :-

Anton Trevin Alphonsus, Batch 30, Business Management

Managing Communication, knowledge & information McDonalds Business process

Individual, group or organization that holds one or more shares in a firm, and in whose name the share certificate is issued. It is legal for a firm to have only one shareholder. Also called stock holder.

Government : Body of people that sets and administers public policy, and exercises executive, political and sovereign power through customs institutions and laws within the state.

Figure 1.2 structure of the stakeholders in a restaurant

1.3 Decision making and its progression in McDonalds. Anton Trevin Alphonsus, Batch 30, Business Management

Managing Communication, knowledge & information McDonalds Business process

Decision making is the process through which managers identify organizational problems and attempt to resolve them for the future development of the organization. Managerial decisions are of two types: programmed and Non-programmed managerial decisions. Programmed decisions Programmed decisions are routine, repetitive, well structured situations developed through the use of predetermined decisions rules. Examples include: Frequent maintenance and servicing of the restaurant machinery and equipment, definition about what disciplinary action to be taken when an employee reports to work in an intoxicated condition. Non programmed decisions Non programmed decisions are predetermined. Here, decision rules are impractical, since the situations are novel or ill structured. Most non programmed decisions are taken at the top level as they involve effective decision making and creative. Examples include: identify the location for new franchise.

Decision making under risk.

In some situation, a manager is able to estimate the level probability at which certain variables could occur. The ability to estimate may be due to experience, incomplete but reliable information or, in some cases, an accurate report. When estimates are made, a degree of risk involved. However some amount of information about the situation is available. The situation requires estimating the probability that one or more known variables might influence the decision being made. Refer figure 1.3
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Anton Trevin Alphonsus, Batch 30, Business Management

Managing Communication, knowledge & information McDonalds Business process

Figure 1.3 structure of decision making process.

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Anton Trevin Alphonsus, Batch 30, Business Management

Managing Communication, knowledge & information McDonalds Business process 1.4 The range of decisions to be taken to communicate with the stakeholders of a restaurant.

Stock control decision Finance decision Customer care decision Product decision

> suppliers, customers. > shareholder, employees, management. > customers, employees, management. > management, employees, investors

Research and development decision > investors, shareholders, management. Marketing decision > customers, employees.

Recruitment and training decision > management, employees. Franchising decision > management, shareholders, employees.

1.5 Financial & franchising decision

Financial & franchising decision are made in MacDonalds to the stakeholders, McDonalds finance department has two key areas of responsibility: financial reporting and management accounting. Although each of these functions has different priorities working together ensures the best financial position for the company now and for the future.

Anton Trevin Alphonsus, Batch 30, Business Management

Managing Communication, knowledge & information McDonalds Business process

Figure 1.5.1 structure of the finance sector in McDonalds Financial reporting Financial reporting looks at historical performance with the primary responsibility of the corporate Accounts department being the preparation of annual finance statements and reporting McDonalds monthly results to their parent company in the U.S. several specific functions are in place in order to achieve these requirements: A centralized Accounting center is responsible for processing all accounts receivable and payable transaction, banking income, managing working capital and also for the maintenance of the fixed asset registers. The accounting center provides day to day support to every McDonalds restaurant.

Treasury and tax experts ensure compliance with tax laws and make sure the company has sufficient cash flow and appropriate finance in place in order to meet business needs.

Anton Trevin Alphonsus, Batch 30, Business Management

Managing Communication, knowledge & information McDonalds Business process

Payroll staffs are responsible for the accounting and payment of wages to all 68,000 staff. Management Accounting The commercial finance department has a predominantly forward looking focus, using management accounting to analyze past financial performance in order to project and improve future results and aid commercial decision making. Key to the decision making process is information about are competitors and the market environment. This is provided by the McDonalds business strategy & intelligence department which specializes in internal and external data collection, for example customer research. The commercial finance team helps define and measure several key targets known as key performance indicators (KPIs) which McDonalds must achieve in order to succeed in its business strategy. Although these indicators are both financial and non financial to ensure a balance scorecard approach, the commercial finance team concentrates on the results of the financial KPIs. McDonalds has two sources of profit: Sales made by company owned restaurants. Rental and royalty income from franchised restaurants.

It is the responsibility of the senior management at McDonalds reinvests the profit made by the company in order to generate future cash flows and returns for the shareholders. Whether this is done by building new restaurant, reinvesting in existing restaurants, paying all depts., to reduce financing cost or paying a dividend to shareholders. Their decisions will be based on financial appraisals carried out by the McDonalds finance team. Refer figure 1.3.1
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Anton Trevin Alphonsus, Batch 30, Business Management

Managing Communication, knowledge & information McDonalds Business process

Figure 1.5.2 structure of decision made by the finance sector in McDonalds. The key role of the McDonalds finance team is to help formulate relevant targets for the business and report actual performance against these targets. Analyzing these data allows us to highlight areas where improvements might be made within the business. As with all McDonalds performance analysis, financial measures are considered alongside non
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financial measures and consideration of long term effects, so as to evaluate the activity from a balanced position.

Anton Trevin Alphonsus, Batch 30, Business Management

Managing Communication, knowledge & information McDonalds Business process

Key performance indicators include: Comparable sales growth Measuring increased demand and market expansion is done by comparing like-for-likesales, year-to-year and day-to-day. McDonalds breaks this down further into the comparable sales for different areas of the business so as to identify areas of sales growth opportunity and enable it to adopt quickly to change in the market. For example, comparing: Sales at different times of the day Sales at restaurant located near each other Sales of specific products over time.

Figure 1.5.3 structure of the success of McDonalds through effective decision making.

Anton Trevin Alphonsus, Batch 30, Business Management

Managing Communication, knowledge & information McDonalds Business process 1.6 Customer care and product decision
Customer care and product decision and how they communicate it to their stockholders, McDonalds has some phenomenal system in place, developed and proven by input of billions of dollars and hundreds of thousands of man-hours worth of research. The system they offer are effective or they would not be in place and when the system and procedures that are not effective are proven ineffective, theyre changed. Any unsuccessful McDonalds whether unsuccessful from the customers point of view: Poor quality Slow service Dirty restaurant or environment. Now this can be grown into successful McDonalds restaurant by implementing and vigilantly following up on system and process and procedures that the McDonalds system offers. The most important thing that leads to McDonalds success is managers willing to do what it takes to follow procedures, not to mention riding crew and other managers in regard to training those procedures and following up with them all the time. Its a heavy responsibility for a manager who wants to do the best they can every day, because its pretty likely most of the people around you do not wake up and set out to excel every day. The majority of crews and managers in McDonalds is just people showing up collecting a paycheck, looking to finish their shifts and get away as fast as possible. Its nearly always possible to motivate any person, no matter how difficult the personality
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is. If what you want is your crew and managers to follow procedures the easiest way is to manipulate them to do what you want them to do, is to show them how it benefits then and how their actions can affect others.

Anton Trevin Alphonsus, Batch 30, Business Management

Managing Communication, knowledge & information McDonalds Business process

Customer service: The success of McDonalds since the first opening up to the present, can be attributed to its very strong culture that bonds together its franchisees. Their main driver in everything they accomplished people, from the brand ambassadors of their customers (employees) up to customers themselves. Organizational culture is relatively enduring, interdependent symbolic system of values, beliefs and assumptions evolving from and imperfectly shared though organizational members, interaction allowing them to ascribe common meanings to the encountered stimuli in the organizational context. These functions are accomplished by meditating the implicit and explicit rules that act as culture warrants. Simply stated, it is the way things are done around the place. And for McDonalds their vision statement is quality, service, convenience and value (QSCV). These beliefs are their shared value system, which forms the basis of all its business decision. As the restaurant wants to be known for its consistent high quality food and uniform methods of preparations, the hamburger university created to train unskilled people to follow the McDonalds formula. Through this, they can ensure repeated business based on the system reputation rather than a single store/operators quality. The specific things thought at the said university ranges from the making and serving hamburgers, quality, and control all through its way of dealing with customers and crews. They are also taught to possess and practice strong traditional values like loyalty, dedication and service in maintaining the family-like culture of McDonalds. The culture in reinforced continually through inspection and administering of contest that determines who among its sets of franchises best reaches McDonalds standards. They are honored in a ceremony where these franchises and regional association feels their oneness as a big family.
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The manuals of the McDonalds employees not only emphasize organizations motto and QSCV, is also spells out everything they need to know to perform their task efficiently. It includes detailed rules on cleaning, food preparation and employees grooming and

Anton Trevin Alphonsus, Batch 30, Business Management

Managing Communication, knowledge & information McDonalds Business process

hygiene. They help ensure efficiency, predictability and control in the production and customer service. To maintain and to improve their service, the organization gets feedbacks such as ideas and their current service level and customer satisfactory details from the customers, employees, and management and from the environment so they could excel more on achieving their vision statement.

1.7 Marketing Decision

Anton Trevin Alphonsus, Batch 30, Business Management

Managing Communication, knowledge & information McDonalds Business process

Marketing Decision made in McDonalds for their unfailing success: according to the Sunday, January 11th 2009 New York Times business front page article on McDonalds, several reasons were laid out for its success: New menu items Longer hours New buildings More measured growth Operationally focused plan to win it focuses on people, products, place, price and promotions. Refer figure 1.5

Figure 1.7.1 structure of the growth of McDonalds as of November 30, 2009

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Anton Trevin Alphonsus, Batch 30, Business Management

Managing Communication, knowledge & information McDonalds Business process

Not noted, but also true, is that McDonalds earning flow itself is diversified, with company operated stores. Franchisee operations and real estate operation (lease / sell) all earning contributors. McDonalds also pays attention to details in just walking through the stores talking to staff and driving McDonalds market a few observations are apparent: McDonalds has had its nutritional menu components listed years ago not fighting it e some industry trade groups do butt full discloser upfront.

Its menu has every day part: breakfast, lunch, dinner, AM and PM snack, dinner and late night covered with both value offering and premium price points thats the barbell strategy. Its coffee tastes good beating out the niche coffee operators in my opinion. It does not charge ATM fees to use debit cards unlike some other QSR operator. Ergonomics: ever noticed how calmly McDonalds hourly employees work ever during the rush, its because the equipment layout and menu is right. Establishing the place attribute (McDonalds: Im loving it) as an experiential factor, beyond just low prices or LTO offers. McDonalds marketing its self is diversified, with national, regional co-ops and local store marketing pillars. The staff is amazingly tenured, you can easily find store general managers with 30 years seniority, unlike the other churn and burn operators who build their model on turnover. The company and franchisee actually works together. Franchisee and the company work together in marketing co-ops, not a top down, take it or leave it
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mentality.

Anton Trevin Alphonsus, Batch 30, Business Management

Managing Communication, knowledge & information McDonalds Business process

The effectiveness of Ads : emphasis on the warmth, happiness and fun, constantly changing the content of its Ads, no western faces, most of the song goes with a nice song and music

Familiarity: familiarity is a major factor for McDonalds success. To many kids, the golden double arches do not just represent food, but also home, a sense of closeness.

Shops with bright and specious interior; air condition and comfortable seats.

2 Problem definition & analysis Anton Trevin Alphonsus, Batch 30, Business Management

Managing Communication, knowledge & information McDonalds Business process

This section of the report focuses on three key areas of interest for the company: Information Management Communication Management Knowledge Management

2.1 Information Management Information Management is the collecting and managing of information from one or more sources and the communication/distribution of it within and outside the organization. The need for information management in an organization is of great importance in order to keep all stakeholders satisfied and to communicate the right information to the right individual at the right time. 2.1.1 Benefits of Information Management Easy, efficient and less time consuming entry, storage and access of records. Lower operating costs and reduced wastage of resources tied to records handling, such as labor, office space, equipment and supplies. Also provides back up if a computer based information storage system is used. Allows proper information to be given to specific stakeholders promptly. Ensures that long-term records are stored in environmentally appropriate space.

2.2 Knowledge Management Knowledge Management can be defined as the managing of systems and technologies, people, processes, techniques and knowledge assets. An emerging area in management that is constantly changing and has to be updated. There are two approaches to knowledge management:
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Tacit Knowledge: Inner Knowledge that is approached as difficult to obtain from its source.

Explicit Knowledge: Open Knowledge, easily accessible by the outside world.

Anton Trevin Alphonsus, Batch 30, Business Management

Managing Communication, knowledge & information McDonalds Business process

To improve the dissemination of tacit knowledge at McDonalds transferring of knowledge carriers from one part of the organization to the other can be done. By bringing together expertise from all areas [production distribution] giving them a team project and a goal. Tacit knowledge can be shared for the benefit of the organization through problem solving. This will lead to new knowledge creation. As an organization some knowledge has to remain tacit to prevent it from leaking out to competitors. But other knowledge within the organization has to be transferred from the seniors to the juniors and from the company to its stakeholders.

2.2.1 Benefits of Knowledge Management

Eliminates redundant processes, streamlines operations and enhances

employee retention rates

Facilitates better more informed decisions. Contributes to the intellectual capital of the organization Encourages free flow of ideas which leads to insight and innovation Improves customer service, efficiency and leads to greater productivity.

2.3 Communication Management Communication is a two way process of exchanging information and ideas through any mode (Oral, Written, Visual, Electronic) with the feedback or implementation of the message being a measure of its effectiveness. The systematic planning, implementing and motoring of all communication channels within organizations is called communication management.
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Communication can be improved by introducing an email based memo system at the extreme of all remedies available. If all employees in the department work with computers and have access to the Internet. E-memos can be sent to all concerned with receipt of acknowledgement. But may not be the right mode for all messages. The most

Anton Trevin Alphonsus, Batch 30, Business Management

Managing Communication, knowledge & information McDonalds Business process

practical move would be to increase the number of information exchanging and problem solving meetings. If cross functional teams are active the coordination of all departments will increase. Here the sales personnel could discuss with the marketing and other departments what the current situation is and what customer attitudes are towards the service and the product. Communications with other external parties are also important. Networking will help to assist this type of communication. Informing of any changes in the sales procedures, product prices, sales terms and even new products. Should strictly be conformed to meeting with the entire department. Encouraging feedback and two way communication so that all doubts are clear. This may not lead to 100% accuracy but proof of prior instruction is provided. Effective communication is based on both content and form presenting information to groups authoritatively and creatively is the key.

2.3.1 Qualities of an Effective Speaker A good manager should have good interpersonal skills, moderate emotional skills, courage, self confidence, problem solving skills, and be able to gain trust and control of his/her voice. Presenting of information to groups effectively can be reflected through: Proper Organization of facts and ideas to be communicated Good Preparation Enthusiasm about the topic Confidence in one's self Clear expression and tone of voice Ability to engage audience

Anton Trevin Alphonsus, Batch 30, Business Management

Managing Communication, knowledge & information McDonalds Business process

2.3.2 Benefits of Effective Communication Speed of reaction to changing conditions and situations will increase when communication channels are not polluted. Speed of decision making in the company will increase. Staff motivation levels will rise when they participate in decision making Increased effective coordination between departments The number and quality of ideas generated by staff will improve.

2.4 Decision making techniques in McDonalds.

The following four techniques are used in the decision making process: Marginal analysis : This technique enables an assessment of additional output derived for an extra amount of input resource that is added. This option is viable for evaluating alternatives in the decision making process. Financial analysis : It enables an estimation of the profitability of investment, calculation of pay-back period, and an analysis of cash inflows and outflows. Break Even analysis :
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Break even happens when total revenues equal total cost, or when profit is nil. At this time point, it becomes necessary to cover the fixed cost. Break-even technique aids in making a

Anton Trevin Alphonsus, Batch 30, Business Management

Managing Communication, knowledge & information McDonalds Business process

comparative analysis of the alternatives that are available, based on price, fixed cost and variable cost per unit.

Ratio analysis : It compares the financial statements to evaluate the organizations financial position, strengths and weaknesses, historical performance etc.

Operation research techniques An operation research technique enables the use of quantitative technique in decision making. Some of them are as follow: Linear programming : It enables the decision maker to allocate scarce resources optimally and maximize profit. This technique is used mainly in product mix decision, inventory management problems and scheduling production facilities. Queuing or waiting line method : Queuing method is a scientific approach for optimizing customer service. Game theory :
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This technique enables to formulate a strategy based on the competitors strength and decision and ones own action.

Anton Trevin Alphonsus, Batch 30, Business Management

Managing Communication, knowledge & information McDonalds Business process

Simulation : Simulation is used to evaluate the alternatives for complex problems.

Decision tree : Another mathematical approach, which enables to choose between several alternative courses of action.

The methods of collecting informations for business decisions are as follow: Analyzing organizations past annual report Customer feedback or through customer satisfaction survey Group meeting Group discussion Financial statement Balance sheet Past sales records. Customer complaints and suggestions.

2.5 Methods of ensuring secrecy in an organization

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Implement company policies to ensure secrecy. And advice the employees on monthly basis in regard to this, also make sure they are aware that breaking any company policy will lead only from being suspended from the employment.

Anton Trevin Alphonsus, Batch 30, Business Management

Managing Communication, knowledge & information McDonalds Business process

Make sure only necessary information is provided through the organization web site, intranet (within the company) so we could prevent company secrets such as future promotions, food recipe information and company strategies not to be available for all parties. Restrict USB usage on the computer of every employee and only give access to certain employees upon special request like for managers and senior managers and the head of the division so you could prevent information from going out of the company also keep the IT system from effecting from unwanted virus. Monitor every computer and make sure valid information being transferred internally and externally.

Create software where no one will be able to download or copy company details that are circulated among the organization.

Implement common network policy throughout the organization. Use specifically designed software for the company system network. ex : dialog affinity, CCRM, V5, IR rate finder.

Place CCTV around the work environment. Issuing electronic identity card to to maintain a record of employees in and out floor. Also Having Finger scan/ pin code door access.

1 Networking Anton Trevin Alphonsus, Batch 30, Business Management

Managing Communication, knowledge & information McDonalds Business process

Networking is the art of making personal connections to improve one's own situations. Networks are groups of people that one comes into contact with on a regular basis. It is a powerful way to operate and is one of the best communication channels an organization can use to grow. As the management team of Edna we have planned to launch a product a new improved highly secure chocolate bar VITA for every age group. This is one chocolate that everyone can enjoy. The specialty of this chocolate is that we have categorized it for three different age groups. Children Youth Young adults & elders

The reason for this is that not everyone is allowed to have chocolate depending on their health and age. EXP:

Children: - loves to have chocolate, but according to certain parenting their restricted in having them frequently. But this chocolate has been tested and made for children to have it frequently with no restriction, as this bar contains a lot of vitamins and minerals a child requires, that helps them to keep your children healthy and strong all the time.

Youth: - the current generation is more advanced than before, they always want to keep them selfs education and are hunger for knowledge. Also loves to have or experience something new. So this bar has been specially created for them to develop their knowledge as every bar contains a pin code, where they have to log into the EDNA site and enter the pin code, as they do they will be able to

Anton Trevin Alphonsus, Batch 30, Business Management

Managing Communication, knowledge & information McDonalds Business process

purchase a E-Book on any subject free of charge with a free phone ring tone for their mobile phone.

Young adults & elders: - at this age people are more vigilant and concern of their health, so they do restrict themselves from having sweets such as chocolates. But now they have nothing to worry as we have come up with a solution, this Choco bar is made especially for them, as it doesnt affect their health and its made especially for diabetes, heart patients.

Now we have decided to promote this product through personal networking. Let me list down the people we need to reach to promote the product.
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Employees Investors customers government shareholders family members Friends neighbors Pharmacist Teachers Doctor

Anton Trevin Alphonsus, Batch 30, Business Management

Managing Communication, knowledge & information McDonalds Business process

Let me now explain the amount of information required for every stakeholder we have identified to promote are product through personal networking: Employees : Educate them with our Product knowledge such as the price, the quantity, the flavor, ingredients etc. And how its going to benefit every age group. Current promotions implemented for this product. Also give them the knowledge of why this chocolate is better than the other competitors product.

Investors : Educate them with our Product knowledge such as the price, the quantity, the flavor, whether it has been ISO certified by SLSI, packaging, total and accurate product cost detail etc. And how its going to benefit every age group. Current promotions implemented for this product.

Customers : Educate them with our Product information such as the price, the quantity, the flavor, ingredients etc. And how its going to benefit every age group and the specialty of this product. Chocolate Current promotions implemented for this product. Also give them the knowledge of why this chocolate is better than the other competitors product.

Government : Whether this has been ISO certified, total cost of the product. Standard legal documentation details for this product.

Anton Trevin Alphonsus, Batch 30, Business Management

Managing Communication, knowledge & information McDonalds Business process

Shareholders : Educate them with our Product information such as the price, the quantity, the flavor, ingredients etc. And how its going to benefit every age group and the specialty of this product. Chocolate Current promotions implemented for this product. Also give them the knowledge of why this chocolate is better than the other competitors product.

Family members : Educate them with our Product knowledge such as the price, the quantity, the flavor and ingredients. And how its going to benefit every age group and the specialty of the product. Also give them the knowledge of why this chocolate is better than the other competitors product. Product promotions.

Friends : Educate them with our Product knowledge such as the price, the quantity, the flavor and ingredients. And how its going to benefit every age group and the specialty of the product. Also give them the knowledge of why this chocolate is better than the other competitors product. Product promotions

Neighbors : Educate them with our Product knowledge such as the price, the quantity, the flavor and ingredients. And how its going to benefit every age group and the specialty of the product. Also give them the knowledge of why this chocolate is better than the other competitors product. Product promotions

Anton Trevin Alphonsus, Batch 30, Business Management

Managing Communication, knowledge & information McDonalds Business process

Pharmacist : Educate them with our Product knowledge such as the price, the quantity, the flavor and ingredients. And how its going to benefit every age group and the specialty of the product. Also give them the knowledge of why this chocolate is better than the other competitors product. Product promotions.

Teachers : Educate them with our Product knowledge such as the price, the quantity, the flavor and ingredients. And how its going to benefit every age group and the specialty of the product. Also give them the knowledge of why this chocolate is better than the other competitors product. Product promotions.

Doctor : Educate them with our Product knowledge such as the price, the quantity, the flavor and ingredients. And how its going to benefit every age group and the specialty of the product. Also give them the knowledge of why this chocolate is better than the other competitors product. Product promotions.

Anton Trevin Alphonsus, Batch 30, Business Management

Managing Communication, knowledge & information McDonalds Business process 1.2 The benefits of developing relationship with people.
Customer :

They will get to know about the chocolate ingredients and its healthiness so this would motivate them of having it in regular basis. Also since when they are satisfied with the chocolate they will be loyal toward the product and the repeat purchase times will increase.

Family members : Family members are the closer contact for us, and they are always there to help us succeed. So as they have been informed about the chocolate VITA and its benefits of having it, they would definitely promote it to everyone they come across. This helps us to reach out the product on personal trust among people.

Friends : As family members friends also are the same. Having a close relationship will helps us promote the product to their friends and families as well through personal trust.

Pharmacist :

As per the site of people the product in a pharmacy are healthy, notorious and good to health. So building up a good relationship with a pharmacist helps us to reach out to more people as well. Also the trust on the chocolate will be also high for the purchases to promote it to their friends and family.

Teachers :-

Anton Trevin Alphonsus, Batch 30, Business Management

Managing Communication, knowledge & information McDonalds Business process

This is a good way to promote are children and young adult categorized chocolate. Since teachers do have direct contact with them. And it helps us increase the trust on are chocolate. Also this will help us in future if a certain institute is willing to take an agreement to sell the chocolate in their premises to their students. Doctors : People do rely on a doctors word when it comes to their health and personal growth. So having a personal relationship with them will help us market the chocolate to all his patience, specially will be able to promote the children and young adults / elders categorized product as it is mainly focused on people health.

1.3Strategies for improvement

In future promoting the product to more people through personal networking. Exp: milkman, mailman, physician, carpenter etc. Getting involved in activities so you could expand relationship among people. Exp. Attending trade shows, attending parties, attending charity functions, joining a gym/ health club. Joining Rotary / lions club.

Introducing new flavors and more variety of chocolates by identifying the need of our customers.

Coming up with good promotions that will benefit for the customers. Attracting packaging. Improving the product by identifying the customer complaint and there inquiries.

Anton Trevin Alphonsus, Batch 30, Business Management

Managing Communication, knowledge & information McDonalds Business process

As personal networking has a good impact on promoting the product it also has its negative side, meaning when developing relationship with people we also develop Trust among them. So there are possibilities where we will be affecting the secrecy of the organization by accidently sharing company secrets and future decision and planning information by word of mouth. For an exp. Family members, friends we have a more closer understanding with tem that we do communicate everything to them. So a possibility of breaching company secrecy is very high as it comes to personal networking.

Anton Trevin Alphonsus, Batch 30, Business Management

Managing Communication, knowledge & information McDonalds Business process

Conclusion
The purpose of this report was to analyze the current management of Communication, Knowledge and Information of McDonalds. The current functioning of all three areas of study were researched into and findings were published. The lacking areas were identified and suitable methods of mending problematic areas were presented. Ways of implementing the suggested possible solution were also stated. in course of the study is was found that McDonalds has a good management structure and is also a well planned organization. The reason for McDonalds to spread their branches and franchise outlets is cause of their well organized and maintained financial decision making. And the reason for there successful service and food menu is their marketing decision made and well trained customer care service. We have also analyzed the sources of information and recommended methods to improve their service. Also suggested methods to ensure there organization secrecy. Using personal networking we have identified and educated are self of how to promote a product and for whom we will be promoting it through. And the benefits the organization gets out of it. also suggested future strategies for improvement. And discussed on how personal networking can affect organizational secrecy.

Anton Trevin Alphonsus, Batch 30, Business Management

Managing Communication, knowledge & information McDonalds Business process

References
Richard L. Daft Vanderbilt University (2009) Principal of management by Pg: 255

David sagar, Larry mead, Kevin Brampton Fundamental of ethics, corporate governance and business law.

BusinessDictionary.com.(2009) ,Information management ,Available from: http://www.businessdictionary.com/definition/information-management.html,(Retrieved on November 25, 2009)

BusinessDictionary.com, (2009) knowledge management. Available from:http://www.businessdictionary.com/definition/knowledge-management.html (Retrieved on November 25, 2009)

About the customer service level in McDonalds http://ivythesis.typepad.com/term_paper_topics/2009/05/customer-care-atmcdonalds.html

The success and marketing strategies of McDonalds http://seekingalpha.com/article/114512-reasons-for-the-enduring-success-of-mcdonald-s

Information Management Benefits, Information Management Associates, Available From :http://www.theimpros.com/benefits.html

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Anton Trevin Alphonsus, Batch 30, Business Management

Managing Communication, knowledge & information McDonalds Business process

Anton Trevin Alphonsus, Batch 30, Business Management