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North South University

School of Business, BBA Program

Business Communication Processes of an Organization

Prepared For:
Rahnuma Sanjana (RSJ)
Course Instructor
BUS 251 (Business Communication)
Section-11

Prepared By

Name

ID

Md. Kowser Gazi

112 0258 030

Md Imtiaz Ferdous

122 0485 030

Md. Al Masud

112 0866 030

Nahin Md. Irfan

112 0354 030

Sajib Chowdhury

123 1049 630

LETTER OF TRANSMITTAL

August 12, 2015


Rahnuma Sanjana
Course Instructor
BUS 251, Section -11
School of Business,
North South University.
Subject: Submission of Group Report
Dear Madam
It is our pleasure to submit the report on Business communication procedures and problems
which could be helpful for improving business communication system of an organization.
According to your advice, we have completed the report write-up on this topic. We chose bKash
Limited as our case study organization. To serve the purpose, we have conducted a detailed
analysis on our survey results to get a sound output. As per your direction, we have tried our best
to highlight our findings through this write-up. We sincerely hope that, this report will fulfill the
requirements suggested by you for the course BUS 251.

Please feel free to contact us for further query. Our email addresses:
mk.shaon@live.com

rajib7576@gmail.com

sajibchowdhury96@gmail.com

nahin.irfan28@gmail.com

imtiazgalib@yahoo.com

Sincerely Yours,

Md kowser Gazi

Md. Al Masud

Nahin Mohammad Irfan

Md Imtiaz Ferdous

Sajib Chowdhury

ACKNOWLEDGEMENTS

Our most sincere thanks are dedicated to our honorable faculty member Rahnuma Sanjana for
her support, encouragement in the preparations of this report. Our main incentives to prepare this
report were according to your guidelines in accordance with your instruction. We have tried our
best to prepare this report according to your given structure. We hope we have done an adequate
job considering our level of experience, expertise and we also hope that we have been able to relate
fundamental things with realistic applications.
Your assigned group report has enabled us to know various aspects of Business Communication
system of an organization. It has made our general educational skills more effective for our future
life. We have tried our best to include all necessary information and relevant explanation.
A special gratitude goes to Md. Hedayatul Basher, Key Account Manager of Business Sales unit
of bKash Limited as well as Nafis Iqbal Zaki, Associate Relationship Manager of Cash
Management & Custodial Services of BRAC Bank Limited, without whose assistance it was not
possible to conduct the surveys and gather information. We thank the employees of the company
for their contribution, cooperation & answers which were very helpful for the completion of this
report. We also thank all group members for their help in making this project a successful one.
We just pray and hope that our hard labor & whole week night & day effort was at least peripheral
to live up your expectations from us which will mean all to us.

EXECUTIVE SUMMARY
This report is aimed to discover different aspects of business communication system in a corporate
environment. We have critically analyzed the communication processes & problems through our
research from practical organization perspective. For this purpose we selected bKash Limited as
our case study organization. Keeping in mind the purpose of the research, a survey was carried out
to know what employees think about the business communication system of the company. In our
report we have highlighted the findings from our analysis of business communication system in
bKash Limited.
Our report is comprised of seven different sections. It starts with Introduction, which includes
several sections e.g. Objective of Report and Research Questions. The second section is
Methodology, what sources were used for our report discussed here. The following section of our
report is Organization Overview where our chosen organization bKash Limiteds profile,
mission, vision, business partners and its products and services have been discussed. Steps in
bKash Limiteds communication process and tools used for this purpose have been presented under
the section Overview of Business Communication System. In the indispensable Findings &
Analysis section the variables of our research based on survey outcome have been analyzed.
Afterwards we have given some recommendations to overcome some of the flaws of bKash
Limiteds business communication system in the section Recommendation. We have concluded
the report with Conclusion part where we have commented exposing our opinions based on the
comprehensive analysis.

TABLE OF CONTENTS
1.0 INTRODUCTION ...................................................................................................................................... 1
1.1 Objective ............................................................................................................................................. 2
1.2 Research Questions ............................................................................................................................ 3
2.0 METHODOLOGY...................................................................................................................................... 4
3.0 ORGANIZATION OVERVIEW ................................................................................................................... 5
3.1 Company Profile .................................................................................................................................. 5
3.2 Vision................................................................................................................................................... 6
3.3 Mission ................................................................................................................................................ 6
3.4 Business Partners ................................................................................................................................ 6
3.5 Products & Services............................................................................................................................. 6
4.0 OVERVIEW OF BUSINESS COMMUNICATION SYSTEM .......................................................................... 8
4.1 Steps in Communication Process ........................................................................................................ 8
4.2 Tools of Business Communication ...................................................................................................... 9
5.0 FINDINGS & ANALYSIS.......................................................................................................................... 12
5.1 Business Communication & Achieving Goals in Time ....................................................................... 12
5.2 Business Communication & Communication Skill ............................................................................ 13
5.3 Business Communication & Employee Satisfaction Level ................................................................ 14
5.4 Business Communication & Problem Solving Skill ............................................................................ 15
5.5 Business Communication & Team Work........................................................................................... 16
5.6 Business Communication & Positive Work Environment ................................................................. 17
6.0 RECOMMENDATION............................................................................................................................. 19
7.0 CONCLUSION ........................................................................................................................................ 21
8.0 REFERENCES .......................................................................................................................................... 22
9.0 APPENDIX ................................................................................................................................................ i

1.0 INTRODUCTION

In early times, business communication was limited to paper works, telephone calls etc. But now
with advent of technology it is supported by cell phones, video conferencing, emails, satellite
communication etc. It has become one of the vital factors for todays businesses success and
growth. Therefore, businesses want and need people with good communication skills. Different
surveys conducted among executives, recruiters, academicians have showed that, communication
both written and verbal, ranks at or near the top of the business skills needed for the success of
an enterprise. In order to gain success and building goodwill a business entity should have a
business communication system that will drive the organization and its employees to achieve
superior performance.
Business communication is neither transmission of message nor message itself. It is the mutual
exchange of understanding, originating with the receiver. Communication needs to be effective in
a business which is actually the essence of management. The basic functions of management i.e.
Planning, Organizing, Staffing, Directing, and Controlling cannot be performed well without
effective business communication system. Business communication system involves constant flow
of information. Organizations these days are very large. Business communication system is one of
the important factors on which success of an organization depends. There are levels of hierarchy
in an organization. The greater the number of levels, the more difficult is the job of managing the
organization. Business communication here plays a very important role in process of directing and
controlling the people in the organization.
In an organization with efficient business communication system the rules, regulations and policies
are properly communicated to people within and outside the organization. The smooth transfer of
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information between different departments ensures that daily tasks are completed properly and in
time. Without a smooth communication network, information and request for action would get
lost and delayed. The company will miss deadlines, and revenue will be lost due to delayed
operational activities.
Communication between superiors and subordinates is vital in employees performance
development. Immediate feedback can be obtained and misunderstandings if any can be avoided.
A two way communication between them helps to maintain positive morale and creates more
efficient job processes. The constant interaction between employees and their supervisors on dayto-day issues can help to head off problems before they cause damage. It also allows the staff to
develop solutions that can be implemented in different parts of the company. A business
communication system is also necessary for achieving goals in time, organizational problem
solving, strong teamwork, faster decision making, and workplace conflict resolution issues. All
these factors directly or indirectly impact employee performance.
Through this report we will analyze the entire business communication system of bKash
Limited and examine how it actually impacts employee performance. We will also examine
whether there is any problem area in the companys communication process. If there is any, we
hope to find out some solutions which will help the company to update and improve its business
communication system.

1.1 Objective
This report entails the following aspects:
To compare the real scenario with the lessons learned from this course.
To know about the entire business communication system of an organization.
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To know the perception of employees towards their business communication system.


To get an idea about the role of business communication system in day to day
organizational activities.
To identify flaws in business communication system of the organization.
To find out possible solutions of the flaws of business communication system of the
organization.

1.2 Research Questions


Following are the questions we have pursued through our research:
What is the role of business communication system in organizations business?
What are the tools employees uses to communicate in their workplace?
How the communication is maintained in both Internal Operational and External
Operational Fields?
What are the procedures they follow to communicate with each other?
How do they maintain their communication criteria?
How the business communication system impacts employee performance?
How the organizations communication system is adjusted readily in different situations
to ensure proper communication?
What is the viewpoint of employees towards organizations business communication
system?
What are the flaws in organizations business communication system?
What are the difficulties they face in their day to day communication?

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2.0 METHODOLOGY
The study was conducted in a systematic procedure starting from selection of the topic to final
report preparation. The integral part was to collect and identify data; they were classified, analyzed,
interpreted and presented in a systematic manner to find the vital points. The overall process of
methodology followed in the study is explained further.
Collection of Data
The information and data necessary for this report have been collected from both primary sources
and secondary sources.
Primary Sources:
We went to the Head Office of bKash Limited in Gulshan and derived required information
through in-depth face to face interview of the manager of the company.
Survey Questionnaire:
There were twenty (20) questions in our questionnaire which were designed specifically for the
employees of bKash Limited. We constructed the questionnaire using 5-point Likert scale. The
questions focused mainly on the perception of the employees towards the organizations business
communication system. For getting an impartial result our questionnaire was filled up by ten (10)
employees from different departments of the company.
Secondary Sources: Internal and external are the two secondary sources.
Internal Sources:
Includes different data and documents provided by the key employees of bKash Limited.
External Sources:
Includes different websites, books, journals, newspapers, annual reports, online resources etc.
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3.0 ORGANIZATION OVERVIEW


bKash Limited is a mobile payment joint venture in Bangladesh between BRAC Bank (51%
shareholding) and Money in Motion (49% shareholding). The Company intends to leverage the
distribution network of its partners and work with mobile network operators to offer a mobile
payment platform that would enable financial services across rural and urban areas in Bangladesh.
The Company launched operations in July 2011 and currently has a subscriber base of around 600
thousand customers. The International Finance Corporation (IFC) and the Bill & Melinda Gates
Foundation joined as minority investors in 2013 and 2014, respectively, with BRAC Bank
retaining 51 percent ownership.

3.1 Company Profile


bKash Limited is a subsidiary of BRAC Bank. The ultimate objective of bKash is to ensure access
to a broader range of financial services for the people of Bangladesh. It has a special focus to serve
the low income masses of the country to achieve broader financial inclusion by providing services
that are convenient, affordable and reliable.
More than 70% of the population of Bangladesh lives in rural areas where access to financial
service is difficult. Yet these are the people who are in most need of such services, either for
receiving funds from loved ones in distant locations, or to access financial tools to improve their
economic condition. Less than 15% Bangladeshis are connected to the formal banking system
whereas over 50% have mobile phones. These phones are not merely devices for talking, but can
be used for more useful and sophisticated processing tasks. bKash was conceived primarily to
utilize these mobile devices and omnipresent telecom networks to extend financial services in a
secure manner to the under-served remote population of Bangladesh.

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3.2 Vision
bKash Limited wants to build a highly scalable mobile money platform, allowing people of
Bangladesh to safely store, transfer, and receive money via their mobile phone. By providing
financial services that are convenient, affordable, and reliable, bKash aims to widen the net of
financial inclusion.

3.3 Mission
By providing financial services that are convenient, affordable and reliable, bKash aims to widen
the net of financial inclusion. bKash wants to provide a solution for mobile financial services, built
on a highly scalable mobile money platform, allowing people of Bangladesh to safely send and
receive money via mobile devices.

3.4 Business Partners


bKash Limiteds business partners include Robi, Grameenphone, Banglalink, Airtel, BRAC, Bill
& Melinda Gates Foundation.

3.5 Products & Services


In Bangladesh bKash Limited is fast in its type of business. They are providing the easiest and
safest way to send and receive money instantly on nationwide mobile phone users. This company
offers multifaceted products and services. They are as follows:
1) Cash In: Through this service bKash account holders can deposit money in their accounts via
bKash agents.
2) Cash Out: This service allows a bKash account holder to withdraw money anytime from
bKash agents or bKash enabled BRAC Bank ATM Booths.

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3) Send Money: Through this service bKash account holders can transfer money from one
account to other account using their mobile phones.
4) Payment: This service enables a bKash account holder to make payments from bKash account
to any Merchant who accepts bKash payment.
5) International Remittance: Through this service bKash account holders can send and receive
International Remittance from abroad. bKash Limited offers this service via their exchange
houses in different countries e.g. UAE, UK etc.
6) My bKash: This is in fact a cumulative of multiple services. This service allows bKash
account holders to check balance, request statement, change Mobile Menu PIN, activate
ATM, or change ATM PIN. bKash account holders can enjoy these services simply using
their mobile phones.

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4.0 OVERVIEW OF BUSINESS COMMUNICATION SYSTEM


In this section of our report we have presented an overview steps in business communication
system of bKash Limited and channels, tools used in the entire process.

4.1 Steps in Communication Process


Business communication in bKash Limited is done in several steps. The following is a flowchart
that portrays different steps in business communication system of bKash Limited.
Previous Year Performance Assessment
Deciding about current year goal
Communicate goals to department heads
Communicate goals to all the staffs of departments
Deciding about how to achieve targets
Present ideas to management
Approval of idea by management
Initiatives towards selected course of action
Time to time feedback to management
Chart 4.1 Communication Flowchart of bKash Limited

Business communication in bKash Limited follows a hierarchical method for organizing


information flow, decision making, power and authority. It is done in a loop that involves

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executives from different management levels. It begins with a sender who encodes the message
and passes it through some channels to the receiver who decodes it.
Business communication process in the bKash Limited is goal oriented which starts with previous
year performance analysis by the executives of different departments. Based on the analysis, some
goals are set for current year by top management in board meetings. The goals are communicated
to the department heads through meetings. After these goals are passed to the staff members of the
departments they find out some possible ways to achieve these goals. The initiatives towards
achievement of a goal can be streamlining organizational structure, hiring new employees,
designing advertisement campaign, collaborating with a third party etc. All the ways and ideas of
achieving goals are presented by staff members to management for their approval. After an idea is
approved by the management, the staff members of the departments start working on the selected
course of action. Time to time feedback is provided by their supervisors to the top management
through which they judge effectiveness of their strategies.
In bKash Limited Upward, Downward and Lateral flows of communication are observed.
When targets and goals are set by top management and communicated to the department staffs;
then its downward communication. When staffs of a department communicate among themselves
to achieve these goals then it becomes lateral communication. When feedback is provided about
staff members progress to the executives of management then it becomes upward communication.

4.2 Tools of Business Communication


The business of bKash Limited relies on different communication tools for almost every aspect of
its operation. From conducting sensitive conversations between two individuals to instantly
disseminating critical information across a mass audience and even recruiting new customers, a

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number of established and emerging channels allow their business to meet a number of
communication needs.
To figure out the dependency level of the employees on modern communication tools we included
this question in our survey How do you define your dependency level on technology as a means
of communication? In response to this question three (3) employees marked Highest while
seven (7) employees marked High among the respondents of our survey. Expressing in
percentage, 30% employees dependency level on technology as a means of communication is
highest and for rest 70% it is high.
Below are some widely used business communication tools by the employees of bKash Limited:
Mobile Phone: It is the most used tool in business communication of bKash Limited as it
allows all company personnel to remain in contact with each other at all times, whether in or
out of the office. It connects various members of the business on all levels, allowing them to
always be focused, reachable, organized, and up-to-date on business operations. Moreover,
mobile phones enable them to be in contact with executives and clients across the globe.
Email: It is the most prolific of all business communication tools used in bKash Limited.
Employees use email to communicate valuable information with one another. Managers and
executives use email to communicate with reports or with higher leadership. Because email
has such a wide audience, employees of bKash Limited use this tool to keep in touch with
clients, provide and receive feedback, solicit new customers and offer a venue for customers
to contact liaison or executives at any time of day.
Memorandum: Business memos are mostly used by employees of bKash Limited in case of
action requests. Sometimes management distributes memos among the employees to remind
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them about a task that they must have to complete. Company announcements e.g.
announcements about new benefit programs, information concerning acquisition of a new
client etc. are also made through memos. In addition to that, when management changes a
company policy that affects all employees in the organization, memorandum becomes handy
to disseminate the information.
Report: Business reports are used throughout the year. They are written for the employees of
bKash Limited to keep them abreast of the companys goals and achievements. Sometimes
reports present problems to the employees along with possible solutions to help them correct
the problems. Reports are also written for specific purposes e.g. to present financial statements
or setting up marketing strategies.
Video Conferencing: This tool is used in discussions and meetings involving individuals
sitting in different locations. Because of this, decisions can be made quicker and experts can
also be involved to improve the topic at hand.
Business Letters: Business letters are used in a minimal as the company has taken initiative
named Going Paperless in order to achieve environmental sustainability. Despite this fact
in some they use business letters including inquiry letter, acknowledgement letter, and
adjustment letters, refusal letter etc.

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5.0 FINDINGS & ANALYSIS


This phase of the report illustrates how an efficient business communication system can impact
employee performance through analysis of some variables. This section presents our findings,
analysis of those findings and also some important interpretations based on the results obtained
from survey.

5.1 Business Communication & Achieving Goals in Time


Our survey question related to variable Achieving Goals in Time was Do you think that the
organizations communication system helps you to achieve your goals in time? Among the
respondents of our survey, three (3) employees answered Strongly agree, five (5) employees
answered Agree while only two (2) employees answered Neutral.
6
5
5
4
3
3
2
2
1
0

Disagree

Strongly
Disagree

0
Strongly
Agree

Agree

Neutral

Figure 5.1 Business Communication & Achieving Goal in Time

Our survey result shows that business communication system of bKash Limited has influence on
achieving employees goals in time. From the surveyed employees 50% were agreed, 20% were
neutral and most importantly 30% were strongly agreed with the fact.
bKash Limited should be more alerted about their business communication system as most of their
employees think that communication system can help them to achieve goal and therefore the
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company should improve their communication system. We found that they follow some steps to
conduct their communication process. First of all, Managers meet with employees individually on
a regular basis to evaluate whether they are reaching their goals, provide suggestions for getting
back on track if the employees are having difficulty. Second of all, they use a recognition system
to celebrate the employees who reach their goals. They also use various communication methods
such as announce the achievements through website, make a recognition bulletin board, publish
the information in the company newsletter. The company works to create a supportive work
environment that promotes risk-taking while showing employees that they trust their talents and
ideas. The ability to get innovative may motivate some employees to continue working toward
their goals.
The companys business communication system helps employees to be more enthusiastic and
committed towards their work. Hence they can achieve their goal contentedly through efficient
business communication system.

5.2 Business Communication & Communication Skill


This variable Communication Skill is associated with this question in our survey, Do you think
good communication skill has positive impact on employee performance? Among the 10
respondents of the survey all of them i.e. 10 employees answered Yes.

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12
10
10
8
6
4
2
0
0
Yes

No

Figure 5.2 Business Communication & Communication Skill

According to the survey outcome, 100% employees think that communication skill has positive
impact on employee performance.
The business communication system of the company always supports the employees to improve
their communication skill which ultimately improves their performance. Because of their good
communication skill they can properly communicate with their customers, vendors, coworkers
supervisors etc. Moreover, they are able to clear up uncertainties in job requirements or
responsibilities because of their communication skill, all of which enable them to be more effective
in their job.

5.3 Business Communication & Employee Satisfaction Level


The related question of variable Employee Satisfaction Level is The level of your satisfaction
regarding business communication system of the organization Among the 10 respondents,
nine (9) employees response was Satisfied while only one (1) employees response was
Extremely Satisfied to this question in our survey.

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10
9
8
7
6
5
4
3
2
1
0

1
0
Extremly Somewhat
Satisfied Satisfied

Neutral Dissatisfied Extremly


Dissatisfied

Figure 5.3 Business Communication & Employee Satisfaction Level

According to survey outcome, 90% employees are somewhat satisfied with business
communication system of the organization while rest 10% employees are extremely satisfied with
it.
bKash Limiteds efficient business communication system grows satisfaction among the
employees towards their job. As a result, they are productive in their tasks which is crucial for
their performance. Therefore we conclude that, efficient business communication system has
positive impact on employee performance.

5.4 Business Communication & Problem Solving Skill


Problem Solving Skill is associated with this question Do you think communication system helps
you to solve problems that you face in your daily work? According to the ten (10) surveyed
employees, eight (8) of them agreed and two (2) of them strongly agreed that they can solve their
problem by their communication system.

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9
8
7
6
5
4
3
2
1
0

Strongly
Agree

Agree

Neutral

Disagree

Strongly
Disagree

Figure 5.4 Business Communication & Problem solving skill

From the above survey result, we can understand that employees of bKash Limited can solve their
problem with the help of communication system. 80% of surveyed employees agreed and 20%
strongly agreed with this with this fact.
Employees of bKash Limited practice effective communication skills to solve their day to day
problems. They follow some rules to improve their problem solving. The employees always
carefully listen to the other parties and know their interests and ask why, why not and what
if questions for better understanding. They are sensitive and respectful in giving feedback and
present this feedback as a gift, than leaving it behind. They try to solve problem and fix mistakes
without blaming or accusing.

5.5 Business Communication & Team Work


The relevant survey question is The organizations business communication system leads to
strong teamwork Among the 10 respondents 7 employees responded Always and 3
employees responded Often to this statement.

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7
6
5
4

2
1

Sometime

Rarely

Never

0
Always

Often

Figure 5.5 Business Communication System & Team Work

According to survey outcome 70% employees think that the organizations business
communication system always leads to strong teamwork while rest 30% employees think that it
often leads to strong teamwork.
The efficient business communication system of bKash Limited has developed a team-oriented
environment where every member contributes to the overall success of the business. At the same
time, employees also get the opportunity to harness their knowledge, skills and abilities through
working in a team. Such working procedure ultimately helps them to improve their performance
level. Based on this analysis, we conclude that efficient business communication has positive
impact on employee performance.

5.6 Business Communication & Positive Work Environment


The survey question related with variable Positive Work Environment is Do you think business
communication system of your organization provides a positive work environment? Among
the 10 respondents of this question, 9 employees answered Yes while only 1 employees
answered No to this question in our survey.

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10

8
6
4
2

0
Yes

No

Figure 5.6 Business Communication & Positive Work Environment

According to the survey outcome, 90% of the employees think that the business communication
system of bKash Limited provides a positive working environment while only 10% of them think
that it does not.
In our conducted survey on 10 employees four (4) employees strongly agreed while six (6)
employees agreed that they have good communication with their immediate supervisors. This is
another sign of positive work environment. It helps a manager to successfully train, motivate and
engage employees by developing solid relationship among them. Feedbacks are communicated to
the employees according to staff evaluation which gives them a room for performance
development.

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6.0 RECOMMENDATION
In our survey on ten (10) employees of the company one (1) employees answered Always, two
(2) employees answered Often and rest seven (7) employees answered Sometimes when they
were asked Have you ever faced any situation where your work was hampered because of
flawed communication system? (Ques. No. 16) In addition to that, nine (9) employees supported
improvement while one (1) employees resist improvement of their business communication
system. (Ques. No. 17)
The flaws in companys business communication are acting as obstacles in their day to day to
works. As a result employee performance and productivity are being hampered. We have come up
with some recommendations based on the flaws. We think they will be helpful for the company to
diminish the flaws in their overall communication system.
They are as follows:
bKash Limited should cater the best practices of business communication to its employees
through some training programs whenever necessary. The HR department of the organization
can monitor training effectiveness through performance evaluation tests.
The company should develop a proper guideline regarding its business communication
system. It will act as a solid roadmap of business communication for the employees of the
company. There should be some directions regarding organizational behavior of the
employees which is one of the vital factors of business communication.
Clear reporting relationship should be established among the employees to resolve
accountability problems. It will help management to delegate authority and responsibility for

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communicating information and providing direction when an executive or manager is not


present due to illness, official purposes or other reasons.
To improve communication among different departments e.g. Finance, Sales & Marketing,
Human Resource etc. bKash Limited should introduce Intranet. It will enhance collaboration
among the employees of different departments. Hence, they will be able to accomplish their
tasks in a more productive, cost effective and timely manner.
The business communication system of the company should be more flexible to response to
different situations.

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7.0 CONCLUSION
bKash Limited is still in juvenile stage of their business. But the company is growing their business
rapidly as they are the first in Bangladesh to offer financial services through mobile phone. The
efficient business communication system of the organization is one of the factors that have put
their business in the stream of growth and success. This efficient communication system helps
organizational employees to achieve their goals in time, to solve problems, to strengthen teamwork
etc. issues. Therefore, it has positive impact on employee performance. Despite these facts the
organizations communication system cannot be said a sophisticated one as some flaws have been
found in it. These flaws are in-fact acting as communication barriers for employees of all levels.
In such situations the message intended by the sender is not understood by the receiver in the same
terms and sense and thus communication breakdown occurs. It is essential for the company to take
necessary steps for the organization in order to deal and cope with the flaws in their communication
system so as to ensure smooth and effective communication. These steps will ultimately enhance
employee performance level as well as profit of the organization.

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8.0 REFERENCES
[1] bKash (2011). About. Available at: http://www.bkash.com/about/company-profile (Accessed
8 August 2015)

[2] bKash (2011). Products & Services. Available at: http://www.bkash.com/products-services


(Accessed 8 August 2015)

[3] Morley, M. (2010). Team Building to Improve Communication. Retrieved from


http://smallbusiness.chron.com/team-building-improve-communication-21653.html

[4] Writing, A. (2012). Demand Media. The Effects of Poor Communication in Business. Retrieved
from http://smallbusiness.chron.com/effects-poor-communication-business-345.html

[5] Patterson, M.G., West, M.A., Lawthom, R., Nickell, S. (2003) Impact of People Management
Practices on Business Performance. University of Sheffield: The Institute of Personnel and
Development.

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9.0 APPENDIX
9.1 SURVEY QUESTIONNAIRE

PURPOSE: We, the students of North South University, are conducting this survey to know the
viewpoint of employees of bKash Limited towards organizations business communication
system. This survey is done to derive information that would help us to furnish our group project
of the course: Business Communications (BUS 251). It would be very kind of you if you accurately
respond to this questionnaire. We assure you that the questionnaire is only for academic purpose
and is going to be kept confidential under any circumstances.
INSTRUCTION: Please give a () mark to the appropriate answer for each question.
1. What do you understand by business communication system? Please answer in one or two sentence.
Answer:

2. Do you think organizations business communication helps you to complete your tasks and activities
properly?
a) Strongly agree,

b) Agree,

c) Neutral,

d) Disagree,

e) Strongly disagree

3. Do you think that the organizations business communication system helps you in faster decision
making? Please provide reason if it is convenient for you.
a) Yes
b) No
Reason:
4. Do you think that the organizations communication system helps you to achieve your goals in time?
a) Strongly agree

b) Agree

c) Neutral

d) Disagree

e) Strongly disagree

5. Do you think communication system helps you to solve problems that you face in your daily work?
a) Strongly agree

b) Agree

c) Neutral,

d) Disagree,

e) Strongly disagree

6. The organizations business communication system leads to strong teamwork.


a) Always,

b) Often,

c) Sometimes,

d) Rarely,

e) Never

7. Do you think that you have good communication with your immediate supervisor?
a) Strongly agree

b) Agree

c) Neutral

d) Disagree

e) Strongly disagree

8. Do you think that the organizations business communication system is an effective tool in workplace
conflict resolution? Please provide reason if it is convenient for you.

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a) Yes
b) No
Reason:
9. Do you think business communication system of your organization provides a positive working
environment? Please provide reason if it is convenient for you.
a) Yes
b) No
Reason:
10. Your organizations communication system is adjusted readily in different conditions to ensure proper
communication (flexible).
a) Strongly agree, b) Agree,

c) Neutral,

d) Disagree, e) Strongly disagree

11. Has your organization taken any necessary steps to improve your communication skill necessary for
your performance?
a) Always,

b) Often,

c) Sometimes,

d) Rarely,

e) Never

12. Communication is strongly related with the culture of the organization.


a)

Strongly agree,

b) Agree,

c) Neutral,

d) Disagree,

e) Strongly disagree

13. Do you think proper communication helps to reduce the degree of distance between employer and
employee?
a) Strongly agree,

b) Agree,

c) Neutral,

d) Disagree,

e) Strongly disagree

14. Do you think good communication skill has positive impact on employee performance?
a) Yes

b) No

15. How do you define your dependency level on technology as a means of communication?
a) Highest,

b) High,

c) Medium,

d) Low,

e) Lowest

16. Have you ever faced any situation where your work was hampered because of flawed communication
system?
a) Always,

b) Often,

c) Sometimes,

d) Rarely,

e) Never

17. Do you think that the company should improve any tool/component of its business communication
system or you resist change? Please specify if it is convenient for you.
a) Yes, I support improvement.
b) No, I resist change.
Component to change or improve:

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18. Do you think formal communication contributes better than informal communication in improving
employees performance?
a) Strongly agree,

b) Agree,

c) Neutral,

d) Disagree,

e) Strongly disagree

19. The level of your satisfaction regarding business communication system of the organization
a. Extremely satisfied
b. Somewhat satisfied
c. Neutral
d. Somewhat unsatisfied
e. Extremely unsatisfied
20. Positive correlation exists between business communication and employee performance of the
organization. Your viewpoint about this statement
a) Strongly agree,

b) Agree,

c) Neutral,

d) Disagree,

e) Strongly disagree

Thank You for your cooperation!

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