Managing Information Systems-MobiFone
In present scenarios information as well as knowledge is highly vital as it helps manger to take decisions. This could be the chief reason that all managers must be catered information and knowledge. MobiFone is counted among three largest mobile networks in Vietnam (MobiFone, 2015). Its strength is to create, develop as well as cater mobile telephony. The following report would propose the effectual information in a firm as well as what information the manager requires including primary, secondary, internal and external data. Besides this, the paper also throws light on the prominent role of stakeholders when it comes to the decision-making process as well as strategies to ameliorate the same.
LO 1: Understand how to assess information and knowledge needs
1.1 Discuss the range of decisions to be taken
In present time, MobiFone enjoys being among three largest network firms in Vietnam. When it comes to this form, there are distinct decisions that are made by top management, including CEO, Chief accountant, Manager, etc. These decisions could be categorized in three separate divisions explained below.
Strategic level Decisions
The leader at highest level in a MobiFone is the one who takes all these strategic decisions. The owner of the company or board of directors would take decisions related to goals and objectives, which are invariably complex and big. There is a need for CEO in MobiFone to set a vision as well as create strategy for the firm. To enjoy a more competitive advantage, the company should have additional projects in order to compete with its opponents like Viettel as well as Vinaphone. The manager and board of directors decide the ways to handle complex issues and fund to be invested in the upcoming service or project respectively.
Tactical level Decisions
Tactical decisions are leveraged to middle management to make sure all resources are utilized in an effectual manner in the firm to produce maximum output. When it comes to MobiFone, middle manager would be responsible for making decisions related to plan as well as mission for one coming month (Ctin.vn, 2013). They could make a certain project to promote the company’s brand through print media and online ways. The Supervisory Board emphasizes on the financial performance with protocols through contemplation, conducting meeting and communication via email.
Operational level Decisions
The short term decisions that are taken to improve tasks and services done on a routine basis are termed as operational level decisions. When it comes to MobiFone, the front line manager is the person who solves the issue related to customer’s grievances regarding the services of the firm. The manager would take decisions for routine activities to enable the system to run in a smooth way (Slack, 2009).
1.2 Examine the information and knowledge needed to ensure effective decision taking
For making sure that the decision is right and pertinent, manager must have certain information which could be evaluated into three distinct levels including strategic, tactical as well as operational information. To have an effectual decision, the firm should have proper information regarding the opponents, market as well as consumers.
Directors as well as senior most managers leverage the strategic information in order to predict market share, profitability and sales growth. The profits of MobiFone have risen to billion. The population count in Vietnam is 90 million; therefore, there is a possibility that more a number of individuals would get connected to this telecommunications company each day (Vietnam News, 2014). Though, the company enjoys good market share; however, the same has declined in recent years. For this reason, the board of directors must develop additional policies as well as strategy to take the business to the same level where it was.
It is chiefly concerned with managers at the middle level. In MobiFone also, the tactical information helps these managers to administer as well as control certain operations, including purchasing, pricing, stocking and distribution. It provides information related to budget of MobiFone in twelve months to the manger as well. Besides this, it helps a human resource manager to have information regarding employees in MobiFone to plan the training process.
It is leveraged by front line managers in order to carry out activities in the company (FAU. (2015). The chief operational information related to MobiFone is statistically related to machine yield, schedules related to delivery, consumer grievances. Being a telecommunication company, MobiFone has to keep a close check on maintenance of network and operations to have even working.
1.3 Assess internal and external sources of information and understanding
Modern enterprises today need two reliable sources called internal and external in order to have relevant information. This information is further used to make the right decision.
These sources are essential for all levels of hierarchy to take decisions within the firm. MobiFone organization comprises of numerous internal sources of information, including production department, accounting ledgers, marketing department, HR department and payroll structures. This piece of information could be in the form of report, document, or something that provides useful information that can impact working of the firm. Attendance sheets, annual report, cash flow statement are few examples that could be used by managers.
The information coming from external sources like supplier, consumer, government or other secondary sources, whether official or unofficial is categorized under this (Boddy, D., & Boonstra, 2004). The government provides information on changing regulations, whereas consumers provide information related to their requirements which help the firm to improve. In a similar manner, MobiFone utilizes this information to take decisions. Secondary sources like magazines, newspapers, television, etc. also help MobiFone to know data about the stock market, new protocols, or other relevant information. The company, at times makes use of online surveys to obtain external information in the form of feedback too. In addition, the manager in MobiFone creates a focus group constituting of ten individuals to contemplate information they have collected to make a decision. The preciseness of information is contingent upon the quality and skill of source and manger respectively.
1.4 Justify recommendations for improvement
Information helps in making several decisions. Therefore, MobiFone should ameliorate the communication mode between manager and workers as human resources are the main reasons behind deciding the fortune of a firm. MobiFone comprise of more than 3000 employees so it should provide proper training to make them suitable for the firm. Strategies should be developed for enhancing decision making procedure and beneficial information derived from internal and external sources. MobiFone can leverage surveys in order to know requirements of consumers and making strategy for the same purpose. Other option, it can use is MIS to enhance the proficiency level as it converts data acquired from distinct sources into useful information, which further could be used by all managers in the hierarchy. MobiFone can also make use of technology to conduct video call meeting between partners and suppliers to enhance communication and efficiency (Canadian Trade Commissioner Service, 2012). It has a large pool of employees for which an information network could be developed in order to enhance information and knowledge management. MobiFone should have a flexible structure so the interaction between all levels takes place in a swift and smooth manner.
LO 2: Be able to create strategies to increase personal networking to widen involvement in the decision-making process
2.1 Identify stakeholders for a decision-making process
Stakeholders are a person or persons who are impacted by the organization in a certain manner. MobiFone comprise of stakeholders at internal and external level. Internal stakeholders, including workers, managers, etc. have impact within the organization, whereas external stakeholders are suppliers, consumers, local authorities or government. These stakeholders have a major impact on the decision-making process.
2.2 Make contact with those identified and develop business relationships
In MobiFone, employees affect the overall success so they should have job satisfaction in terms of role and pay. Consumers, especially young people, are the target market of MobiFone; therefore it should contend their needs. This is the reason that consumer bill is provided 7to 12 percent discount as decision-making process. Besides this, suppliers should be paid on time in return for providing best quality raw materials (Galandere-Zile, I. (2002). For MobiFone, Huawei (China) is the supplier. So, company should pay it on time to have a long term relationship. Retail stores and government also have a pivotal part in the decision-making process as former entice more consumers, whereas latter forms regulations that impact performance.
2.3 Involve those identified in the decision making as Appropriate
In MobiFone, employees decide the level of production, therefore they play a major role in taking decisions regarded what could be done in future. The strategies required to carry out procedures in MobiFone data network development are highly important. The consumer decides the manner in which company operates by providing feedback. This helps in taking decisions related to improvement. Suppliers help in deciding the quality that the company should have in order to build networks in case of MobiFone. Government and retail stores also play huge role in decision making by making laws like competition law or other employment laws as well as providing retail stores with mobile card and offers to be offered to consumers respectively.
2.4 Design strategies for improvement
The departments related to marketing or customer service can conduct surveys and prepare questionnaires in order to get information which in turn would help in improvement. The surveys could be conducted online to derive maximum results that would help in ameliorating the performance and working of the organization like MobiFone. Adequate information about network and other services would help the company to identify loopholes so a team could be built in order to have a close eye on final outcomes.
LO 3: Be able to develop communication processes
3.1 Report on existing processes of communication in an organization
Communication is two way procedure based on the sharing of ideas in a way that it enhances employee contentment, stakeholder value as well as team work. MobiFone has an effectual configuration of information system which it could evaluate in the form of internal and external information. Internally, MIS forms a major segment of communication process where data from all sources is converted into information for all levels. Employees in all departments collect and evaluate data from distinct sources like consumer, television, and retailer. Besides this, a report is always prepared for the manager, which he uses in all stages related to management like planning, organizing, controlling, directing. Besides this, in MobiFone, the leader or manager have several kinds of communication channels incorporating workshops, meetings, computer system, conferences, email, etc. The manager at the highest level of hierarchy would utilize memo, letter, notice board or email to interact with employees under him. While in process, the feedback is of utmost aspect that states the existence of communication (Veitnamnet, 2014). It could be both oral and non verbal. Positive feedback related to receiver helps in having effectual and the smooth process, whereas negative one can give rise to conflicts as well as poor comprehension, which can have a direct adverse impact on communication. Each and every department in MobiFone has a cohesive relationship to reach to an effective decision. At one side, customer service carries out surveys to recognize consumer requirements, the marketing department leverages the same to promote or create a new project. In addition, the information is also transferred to the sales department to build and configure new services on the basis of customer needs. Then, the sales department would transfer information to retailers for promoting as well as selling particular good or service offered by MobiFone. MIS makes sure this process of communication is carried out in an even manner. Managers hold periodic meetings in order to discuss as well as create a fresh plan based on mission. Besides this, MobiFone is among members of VNPT; therefore it has an advantage to receive information from external sources including government in a swift manner. The feedback here is the integral part which ensures communication took place from sender to receiver in the company.
3.2 Design ways to improve appropriateness
Understanding is the major part of communication (BPP. (2010). MobiFone should eradicate all barriers, i.e. internal or external, related to the communication process at all levels of management. Most communication takes place between managers and its subordinates; therefore he should build a comfortable atmosphere to enhance effectual communication. Besides this, MobiFone should select the appropriate format of communication, including phone call, video or audio conferences and face to face meetings. Modern technology today can help in ameliorating communication too. MobiFone can escalate the page by using the local computer network to transfer information. An intranet is an adequate way to ameliorate communication. Workforce making communication via Skype, Google chat, etc. would save time. The company should make an effort to listen and take feedback in a positive way to improve performance. Lastly, modifying organizational culture is a pertinent way to improve communication in the organization as it would connect individuals in a right manner.
3.3 Implement improvements to ensure greater integration of systems of communication in that organization
MIS and Human Resources comprise of numerous ways to communicate in MobiFone. Email is a common method which provides flexibility of transferring more information in less time (Rao, 2013). For this purpose, each department has a separate email address to connect and integrate with one another. Memos which are short and impersonal reports are also another way to communicate, particularly used by managers to monitor progress. It loses its significance if used often. A good presentation using Microsoft PowerPoint software helps in communicating comprehensive and complex concepts in simple way especially in conferences and meetings. A new online tool called calendar tools can help to make appointments and manage time schedules. Besides this, meetings and discussions are chief segments of communication process which could be both formal and informal. The purpose of meetings happening through conferences, project meeting, video or teleconference helps to communicate in a better way. These improvements in communication would help in better integration of systems of communication in MobiFone (Thanh Nien Group, 2013).
3.4 Create a personal plan to improve own communication skill
SWOT Analysis could be used as a tool to evaluate personal strengths, weaknesses, opportunities and threats to grow career path.
SWOT Analysis Table
· Proper English skills
· Adequate communication with team and clients (Thanh Nien Group, 2013).
· University degree
· Negative attitude
· Bad time management
· Poor feedback response
· Inefficient in presenting the concept to a manager or consumer
· No written or presentation skills
· Technology advancement
· Learning opportunities that are free of cost
· Higher turnover rate of administration staff in MobiFone
· Guide to ameliorate communication skills
· Modification in demand for motivation and salary in job
· No time to divide for these operations by workforce
On the basis of SWOT analysis, managers in MobiFone can arrange training programs, issue annual yearly handbook to employees who needs improvement in communication skills. On the basis of this, the employees can develop personal plan as follows.
Personal Plan Table
|Ameliorate written communication skills||Enrollment in basic course relate to written communication skills in the company|
Use of Microsoft word to know mistakes related to spelling, grammar or punctuation
|Improve confident to present ideas in public as well as meetings||Know and understand subject prior to speaking|
Use body language and eye contact to communicate effectively
Practice by speaking in front of a mirror
|Professional presentation skills development||Collect pertinent information to be used in presentation|
Make an effort to build attention of the listener
LO 4: Be able to improve systems relating to information and knowledge
4.1 Report on existing approaches to the collection, formatting, storage and dissemination of information and knowledge
MobiFone uses both external and internal sources for collecting information. All the departments, including R&D, Accounting and Finance as well as marketing have a close relationship in the company. Information is collected from all individuals in these departments. MobiFone issues annual report for forecasting budget and turnover, which is provided to managers at all levels. Marketing as well as Accounting and Finance integrate to create report, whereas R&D department collects data resulted to consumer needs, behavior, attitude and habit, which is eventually provided to the marketing department to set a plan and program for the same. Hence, on the whole MobiFone processes all information and cater it in the form of balance sheet, tubular report, income statement, etc. required by distinct members (Nilakanta & Scamell, 1990).
4.2 Carry out appropriate changes to improve the collection, formatting, storage and dissemination of information and knowledge
MobiFone should configure communication process standards by which it would have a formal report for all departments. Removing barriers between departments would also help workers in collecting information. It can integrate with FPT telecom to cater advanced equipment (FPT information System, 2013). It should arrange training programs for new employees to explain them the way of collecting data.
MobiFone should configure standards for present systems to have clear and short information.
Ameliorating database system can cater huge space for storing data. The company has numerous options like flash memory to network area storage. Therefore, building one central warehouse for data related to consumer, suppliers, finance, etc. can help the company a lot. Each employee with distinguished ID can use this information (Alexandar, 2013).
The information and knowledge could be shared through online file sharing system, including Google drive, Dropbox and Skydrive by uploading the same on the internet. This could be accessed by employees from PC, tablets or smart phones. Besides this, leveraging email update to the firm’s intranet as well as catering an electronic signature for individual worker would also help the company to share and protect confidential information.
4.3 Implement a strategy to improve access to systems of information and knowledge
MobiFone would build and execute a strategy to avoid any extrinsic negative impact. The fluency and emphasis on the type of information and knowledge to be catered is important as it comes in the category of organizational resources (Maier, 2002). In this digital scenario, the company should identify faulty systems and remove the same that acts as a barrier. Information would be accumulated on online cloud sharing where it could be accessed by entire staff. In addition, configuring attractive website that provides useful and needed information to consumers is a must. Leveraging intranet helps in keeping the information confidential and can inform staff about a particular matter by email at the same time. Furthermore, MobiFone can make use of application software to integrate the database for creating surveys and reports, which ensures the data is accessed appropriate user. The internet can also ameliorate information system by reducing the distance in information and knowledge systems for MobiFone.
Conclusion: Information and Knowledge systems play a pivotal role in all organizations. In case of MobiFone, which is a telecommunications company, the part of these systems is more essential. Adequate sources and information can help the company to grow and develop, whereas poor and bad information systems can lead to opposite impact.