Process Improvement Plan: Communication
Operations Management 571
Process Improvement Plan
In the working place or every setting, everyone is a witness to the significance of effective communication to be able to meet the expectations of the clients, peers, colleagues, coworkers, employees and other people around us. Through efficient communication process, and skills with diverse set of people in different cultural as well as social settings, individual can be able to work efficiently and effectively to achieve the tasks, responsibilities as well as duties. Below are the areas of learning that my position is duty-bound to address in which I was able to apply effective and efficient communication and interpersonal skills:
Communication has been an essential tool in the transfer of information and messages. Communicating has several modes and mostly done in the form of verbal and written. Verbal communication involves a series of steps, which take some considerable amount of time. The process I have chosen for the purpose this paper is making or receiving phone calls. This process involves a series of steps, which I have outlined below:
1) Listen to the phone ringing
2) Viewing the handset to identify caller
3) Push ignore to send to voice mail for unwanted callers
4) Picking the hand set for wanted callers
5) Engaging in the conversation
6) Returning the handset back to the porch
The flowchart for the process
Among the factors that affect this process are the time taken to finish one assignment which can be greatly reduced (Bennett, 1984). This can be achieved by looking for an alternative that might shorten the process like looking for a more advanced devise like a Bluetooth that will eliminate the second and last stages (Dehter, 1987).
The other factor affecting the process is the willingness of the person involved to talk over the phone. If the person is not willing to respond to the information required by the caller, they may prolong the process.
The metric that can be used to measure this process is time in seconds. This other metric that can be used to measure the process is the amount of energy required to accomplish a given task.
Data collected during the week on the time taken to make and receive call. For this data the acceptable time for the conversation is maximum of 250.
Day
Time taken in minutes/day
Monday
125
Tuesday
45
Wednesday
79
Thursday
174
Friday
202
Saturday
455
Sunday
10
Descriptive Statistics Results:
Mean 155.7
Variance 14.3
Standard Deviation 3.78
Minimum 10
Maximum 455
Range 445
Median 174
Mode -
Sum 1090
Discussion
Talking to the phone is an importance process in a business or in a workplace; however, an individual must be able to consider different factors to achieve efficient communication. In order for the author to perform the statistical calculations, statistical equations and calculation program was used to determine the standard deviation, mean, mode as well as to provide the confidence interval level. For the activities of communicating through phone, there was a count of 7 activities for one week. Accordingly the result shows that in one week, I am able to communicate through phone for with a mean of 155.7 minutes per day and 3.78 standard deviation. Using a 95% confidence interval each task can be completed within 7 minutes. The entire process of the daily routine for communication can be improved by considering the type of conversation to have through telephone. For instance, you can ignore those callers whom you don’t known or whom you don’t want to talk to, this will in turn provide more time for you to focus on other things to be done.
In addition to the above stated activities, there are many seasonal factors that can affect the communication process. One of the seasonal factors is if the telephone line is cut or if the there is no person who will call you for a specific day. Accordingly, communication is referred to the transfer of meaning as well information from one person to another (Donatelle and Davis, 1998). While this duty seems to be a simple task, the interpretation of the information conveyed through communication poses a challenge, specifically on the establishment of human relations. Generally, communication becomes efficient when both parties involved are honest as well as open to share message and have the ability to decipher the meaning of such information messages. Efficient communication must always be practiced as it is significant to people as well as for the creation of positive relationships.
The process of communication can be done through a number of approaches. Nonetheless regardless on whether the style applied is verbal or nonverbal, the communication processes always consider sender and a receiver. This process involves five steps: idea struck the sender, the sender then encodes the message, the message is carried through a channel, the receiver will have the message decoded, and a feedback will be given by the receiver (Donatelle and Davis, 1998).
As individuals exchange notions and ideas, a lot of barriers may affect their communication process which may include ineffective listening skills, inconsistent verbal or nonverbal messages, individual bias, time limitations, resistance to change, distractions, personal assumptions as well as differences in terms of gender, race, culture, age, and religion (Fetro, 1992).
Conclusion
Every mode of communication involves a series of steps. In an attempt to save the time consumed by every stage of such a process, to analyze each stage of the process consumes it necessary. The time saved in each stage can be used for other activities.
References
R (1984). Coordinated Service Delivery Systems for the Elderly: New Approaches for Care and Referral in New York State Issue 2 Routledge, pages 90-112.
Dehter, A (1987). Social service delivery systems in sparsely populated regions: Israeli rural development planning Westview special studies in social, political, and economic development California: Westview Press.
Donatelle, R.J., and Davis, L.G. (1998). Access to Health. Allyn and Bacon.
Credit:ivythesis.typepad.com
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