Myanmar Airway InternationalMyanmar

Airway International

ASSIGNMENT-
1ASSIGNMENT-
1
Managing communications ,
Knowledge and InformationManaging
communications , Knowledge and
Information
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Table of contents
1.1 The range of decision to be taken
1.2 The information and knowledge needed to ensure effective decision
taking
1.3 Internal and external sources of information and understanding
1.4 Recommendations for improvement
2.1 Stakeholders for a decision-making process
2.2 Make contact with those identified and develop business realtionships
2.3 Involve those identified in the decision making as appropriate
2.4 Strategies for improvement

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Introduction
It is very important, knowledge, skills related to communication and
information management. This can promotes growth and development of a
company.Myanmar Airways International Co., Ltd. is a privately owned
airline in Yangon, Myanmar's main headquarters. MAI fly international
scheduled services, especially in Southeast Asia and it main hub is at
Yangon International Airport. MAI joint venture set up in 1993 and the
company as a company based in Singapore. MAI is a sponsor of the 2013
SEA Games. In 2010, KBZ Group acquired 80% shares of MAI and lead to
changes in the route. KBZ team gets 100% of the shares in the future MAI
KBZ 2014. So with an effective team member and became a private
company. It is very beneficial for communication, knowledge and
information management. the daily operation as successful, as the present
knowledge management using information and communication skills is very
important.
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L.O.1.1
Commented [u1]: Good !
1.1The range of decision to be taken at MAI Giving the examples of the actual decisions MAI are making or
taking would be a surplus. The decisions should be in line
Decision is a choice whereby a person forms a conclusion about a situation in with what MAI is doing or going to do.

which plans, policies, and objectives are translated into solid actions. (Anon.,
2010)Planning leads to decisions guided by company policy and objectives, polices ,
procedures and programs .The purpose of decision-making is to direct human behavior
towards a future goal. If there were no alternatives , there would be no need for a
decisions. (Anon., 2010)
Making the right decisions is very important for MAI.
Types of decisions
There are many types of decisions classified by different authors.
Drucker distinguishes decisions in two types.
Organizational decisions which is official and reflects the company policy .
Personal decisions which is individual and cannot be delegated.
In other way, Decisions may be classified as;
Structured it is programmed
Unstructured fuzzy complex problems with no clear cut solutions
Semi-structured some standard procedures are applied, but also some
individual judgement.
Decisions at differendit organizational MAI level
Strategic level decisions at MAI
CEO , board of directors and executive officers of MAI will make strategic level
decisions .They will decide about the company future and make the strategies for
company. These include long-term and mid-term plan, investments ,products ,policy
and procedures of the company. They also review financial performance of the airline
and make decisions it. Strategic decisions are long-term in their impact. They affect and

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shape the direction of the whole business. The executives of the bakery company need
to take a strategic decision about whether to expand MAI in the aviation industry.

Tactical level decisions at MAI

-Tactical decisions help to implement the strategy. They are usually made by middle
management. For MAI, a tactical decision would be whether to fly to Sydney or to
Jakarta to attract new customers. Managers would want research data on likely
customer numbers to help them decide if opening hoursmore flight times of MAI should
be extended. (Anon., n.d.) they will set short-term goals , do marketing research and
action plans to implement organizational strategies. Tactical decisions focus on more
specific day-to-day issues, such as the quantities and timing of specific resources, and
how specific resources are used. They are bound by strategic decisions. Tactical
decisions must be aligned with strategic decisions because they are the key to the
companys effectiveness in the long run. (Anon., n.d.)
Operational level decisions at MAI
- Operational decisions relate to the day-to-day running of the business. They are
mainly routine and may be taken by middle or junior managers. For example in MAI, an
operational decision for one-way which includes flight meals and information delivered
to the customers. Stock and sales data will show when it needs to order more supplies.
(Anon., n.d.)

Commented [u2]: The discussed examples should be

1.2 Information and knowledge needed to ensure effective
decision taking for MAI
For an organization like MAI , it is very important to get correct information to
predict and make for the business for the future. Different sources of information are
needed by different decision-making level. These sources of information will help in
different level of MAI for the range of decisions to be taken at MAI as mentioned in
previous session.
reflecting to the previous session. In brief, we need the
concrete answer about what information and knowledge are
needed to have the effective decisions which we discussed in
previous session to make more effective.
Formatted: Highlight

Types of information needed by different decision-making level Formatted: Highlight

Strategic information is mainly used by directors and senior managers to plan Formatted: Font: (Default) Arial, 12 pt
the organizations overall objectives and strategy and to measure whether these Formatted: Bulleted + Level: 1 + Aligned at: 0.29" +
are being achieved. Such information includes year-end sales report , financial Indent at: 0.54"

performance report , rules and regulations of the government ,etc. Strategic

information will be used for the management decision-making previously
described as strategic planning.
Formatted: Font: (Default) Arial, 12 pt
Tactical information-is used by managers at all levels ,but mainly at middle for Formatted: Indent: Left: 0.54", No bullets or numbering
tactical planning management control activities ,such as pricing ,purchasing ,
distribution and stocking .these managers require information and instructions
from the strategic level of management and information from the operational level

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of management. As a rule , information is forwarded by tactical to strategic

management ,in summary report format ,to assist decision-making.
. Formatted: Indent: Left: 0.5", No bullets or numbering
Operational information is used by front line managers such as foremen or head
clerks to ensure that specific tasks are planned and carried out properly within a
factory or office, etc. In the payroll office of MAI, for example , operational
information relating to day-rate labor will include the hours worked each week by
each employee ,his or her rate of pay per hour ,details of his deductions ,and for
the purpose of wages analysis ,details of the time each man spent on individual
jobs during the week. Operational information include- listings of debtors and
creditors , listings of customers ,machine output statistics , delivery schedules
,etc. (Anon., n.d.)

Knowledge
Knowledge, is the understanding of the information, skills, and is obtained
through individual learning and experience. Knowledge has been developed by
the collected information.
We can define knowledge into two types;
Explicit knowledge-this is formal and standardized and can be easily shared and
communicated .For example , knowing the basics of how to drive a car is explicit.
This type of knowledge can be used in taking decisions from strategic level to Formatted: Highlight
operational level.
Tacit knowledge- is personal and rooted in a specific context
Knowledge is not only in books and journals but also in teams ,communities ,
groups and networks ,meetings and training materials, etc. (Anon., n.d.).This sort Formatted: Highlight
of knowledge is mainly used in operational decisions making.

Commented [u3]: Again, the real world Examples of the

1.3 Internal and external sources of information and MAI needed to be discussed here. From MAI perspective,
what are internal sources of information and what are external
understanding sources of information. It must be related to the previous
sessions.
Internal information is information that has been gathered and presented in an
organized manner. It is very useful for all management levels, in any purpose in
organization.
Internal sources of information of MAI

Internal sources of information of MAI includes :

The accounting ledgers ,which are used for predicting future events eg,
budgeting and analyzing the stock control system eg, speed of delivery, quality of
supplies.

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Personnel and payroll systems are used for costing a project and ascertaining
the availability and rate of pay levels of staff and also for keeping detailed
records of time spent on various activities.
Production departments are a source of information on machine capacity ,fuel
consumption ,work in progress , maintenance requirements and the movement of
people
Marketing departments provide information on opinions and buying habits of
customers and potential customers (Anon., 2010).This information can be
received from tactical level.

External sources of information

The external sources of information are the external stakeholders, which have the
interest in the company. The external sources of information of MAI include websites,
research papers done by qualified research analysts, critical reviews, competitors,
reliable government websites which provide information and statistics about the
macroeconomic or airline industry specific factors, information from Department of
Aviation Adminstration and news articles etc. On the other hand, the external sources
of information for the company include news agents, government agents, advertising
agency etc. On the other hand external information is the type of information that is
obtained from external means such as another airline competitor, customers credit
rating etc. (Anon., n.d.)
The external sources of information are the external stakeholders, which have the
interest in the company. The external sources of information include websites, research
papers done by qualified research analysts, critical reviews, competitors, reliable
government websites which provide information and statistics about the macroeconomic
or industry specific factors, articles
etc. On the other hand, the external sources of information for the company include
news agents, government agents, advertising
agency etc. On the other hand external information is the type of information that is
obtained from external means such as competitor business model, customers credit
rating etc. (Anon., n.d.)

Commented [u4]: IPOR model should be applied here for

both improvement of the decision making and problems
1.4 Recommendations for improvements in MAI solving.

Every company or organization should be interested in commercial activities and having Clear recommendations for MAI are required.

improvements of its success, there are individuals and groups. Keeping stakeholders of
Formatted: Font: 12 pt
MAI informed through a meeting with measures to make up to date content on the
Formatted: Font: 12 pt
business is the best way to keep them. Determine if there are problems with the
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stakeholders involved in regular meetings and through other channels of communication

of new ideas and their support will be easier to obtain approval for your
In this world ,customers values are different and things are always changing. MAI
manager happening in the world of consumers and competitors should know. People's
tastes, trends and fashions are therefore changing day by day, MAI, managers should
collect information from various sources. MAI is needed due to the success of
information and information to both internal and external, can come from various
sources. MAI is in various stages of their decision-making processes gathered from
various sources, will use this information.
Therefore, MAI manager decision-making procedures and the information
derived from internal and external sources beneficial to enhance the information should
be collected. In order to achieve internal and external information, and to achieve their
organizational goals should use the information above external and Local
Community.Every day is different and things are always changing. MAI managers
should know what is happening out the world of consumers and competitors. Peoples
tastes, trends and fashions are changing day by day .Therefore, MAI managers should
gather information from various sources. For success of MAI, it needs information, and
that information can come from a variety of sources, both internal and external. Various
level in MAI will use these information gathered from various sources in their decision-
making process.
Therefore , MAI managers should gather information to enhance decision Formatted: Indent: First line: 0.5"
making procedure and beneficial information derived from internal and external sources.
In order to get the internal and external information ,they should use above external and
internal sources of information to achieve the organizational goals.

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Commented [u5]: You discussed well. And it would be

2.1 stakeholders for a decision-making process better if we can see the stakeholders in bullet points.

Stakeholders are individuals, groups, or organizations that are affected by the

consequences and outcomes of decisions. External stakeholders of MAI include
customers, clients, distributors, wholesalers, retailers, suppliers, partners, creditors,
communities, governments, labor unions, competitors, and the general public. For MAI ,
the government , the media , the aviation company , the catering services , competitors
foreign airports ,the most important ,the customers will be the external stakeholders.
From this external stakeholders , MAI will get the useful information and data to make
important decisions and improve the airline systems. This varied list represents a broad
range of interests and concerns. It is up to the leaders of an organization to decide how
to best address the needs of stakeholders as it conducts its activities. Ethical
considerations are important factors in such decisions.

External stakeholders can influence in different types of roles and decisions. For
example ,the airport authority will release the rules and regulations for airlines operated
at the airport. So ,the management will consider the above facts in their decision-
making process.

Internal stakeholders of MAI include employees, trainees and shareholders.

these internal stakeholders are also important for the company because the company is
running the business with them. Apart from these, another internal stakeholders is
employees family and relatives .They depends upon MAI so that the management
should consider for this internal stakeholders. Therefore , the management should
consider about these internal stakeholders including their feedbacks ,needs and wants.

Therefore, an organization is most likely to improve its contact with stakeholders who
are highly influential to it, so that its decision making is more relative to the
organizations goals and objectives, thereby making the decision process more effective.
Stakeholder relationship improvement seeks to create partnerships and encourage
constructive dialogue between all parties so that all sides can learn from and listen to
each other to produce a better decision output and make an efficient final choice.
To do this, a stakeholder analysis can be carried out. It attempts to analyze, assess and
identify stakeholders, who are likely to be impacted by organizational decisions,
example: A supplier, probably a long-time supplier, whose supplies are essential for the
production process of the organization and its final output quality to the consumers, or
the board of directors, whose contribution in the form of managing resources within the
organization results in the efficient production of goods and services. To carry out
proper ways to engage with stakeholders, an organization can hold meetings within the

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company where the most relevant stakeholders are invited to participate in making
decisions and voice out their opinion as to what they think satisfies them the most. After
all, stakeholder satisfaction is key to improving input to decision making. Questionnaires
and surveys could also be used to obtain input from quite external stakeholders such as
customer feedbacks and community opinions. This could aid in analyzing feedbacks
and allocating resources for betterment and hence satisfying them. If all mentioned is
not possible for an organization, they could make use of emails, video-conferencing and
telephone calls. It could make use of media, internet or newspapers to obtain general
information from external stakeholders such as political climate, government and
community. (Anon., n.d.)

2.2 Make contact with those identified and develop business

Commented [u6]: Content-wise is fine. The discussion here
relationships should be how MAI reached out to those parties and how they
A stakeholder is any person or entity that is affected trading activities. They may have a build the business relationships.
direct or indirect interest in the business, and it can be connected to a business day, or
in some cases only can do. Such as owners, managers, employees, customers,
suppliers and lenders, and community.

Effective communication in organisation involves a commitment from the top down to

communicate effectively. Organisations that communicate effectively expect strong
communication from managers to employees, provide training and coaching to
managers and employees, and measure the effectiveness of their communication
efforts.

MAI and its employees

Internal communication within a business is good. For example, CEO can send a
message to its employees using messenger and viber group chats and semianrs. The
employees communicate with CEO of MAI first of all via their managers and then
through email, telephone or face-to-face.

MAI should create an effective organizational structure. The first step to enhancing
communication between owners and managers are to establish a clearly defined
organisational chat which outlines the chain of command and flow of communication.
The members of the organisation team (employees) need to know who they report to
when they have questions or need assistance. If employees go directly to the practice
owner with concerns or questions, it undermines the effectiveness and authority of
managers and may result in inefficiency. The lack of organisation structure can also
create conflict between owners and managers. Once job roles and expectations are

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defined, communication is enhanced because owners and managers are clear about
what duties are to be fulfilled by the manager. (R. Leigh, 2015).

MAI and its managers (

It is vertical and internal communication and it could be done via meetings, conferences,
website, email or phone. Managers communicate with CEO of MAI face-to-face, via
website, email or telephone.

Positive internal communication in an organisation practice starts by facilitating effective

communication between owners and managers. Owner or manager can take the
following steps to enhance its communication which will improve communication with
the rest of the team as well as practice efficiency and productivity.

When senior leaders and managers in an organisation are held accountable for
effective communication, the difference will be measurable. Managers to communicate
with employees openly and honestly can make a big difference. Managers who are
effective communicators should be recognised and rewarded; those who are not should
receive the appropriate feedback and asked to make improvements. (R. Leigh, 2015).

MAI and its suppliers

Suppliers play an important role in the success of any organisation. Suppliers sit at the
heart of almost every organisations activities and process. Therefore maintaining good
communication with suppliers will enormously help MAI. CEO of MAIcommunicates with
its suppliers via its website, face book, email, phone and twitter. Also, the suppliers, to
communicate information between them and MAI use the MAIs website, conferences,
meetings, email, and telephone.

MAI and its customers

Focusing on customer communication is important to the long-term success of any

business. In the early stages of the relationship, effective communication ensures the
company product or service meets the customers immediate needs. As time goes on,
regular communication with customer base allow the company to adapt and grow so the
business can continue to meet its requirements. (J. Chris, 2015)

CEO of MAI communicates with its customers via social media, all channels that best
suit its customers such as Face book, toTwitter.

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2.3 Involve those identified and develop business relationship

Sample of questionnaire
MYANMAR AIRWAYS INTERNATIONAL

STAKEHOLDER QUSETIONAAIRE

THIS IS THE STAKEHOLDER SURVEY MADE BY MAI.

GENDER 1
o MALE
o FEMALE

NATIVE 2
o YANGON
o FROM OTHER STATES

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Have you ever heard about MAI before? 3

o Yes
o No

AGE 4
o UNDER 18
o BETWEEN 18 AND 27
ABOVE 27

DO YOU HAVE ANY RELATIVES ABORAD? 5

o YES
o NO

HOW MANY AIRLNIES DO YOU KNOW? 6

o 1
o 2
o 3
o 4
o ABOVE 5
DO U LIKE MAI FACEBOOK PAGE AND MAI NEWS ONLINE? 7
o YES
o NO

IS THERE ANY MAI CURRENT EMPLOYEES NEAR YOU? 8

o YES
o NO

WHICH WAY WILLYOU CHOOSE IF YOU WANT TO KNOW ABOUT MAI? 9

o WEBSITE
o FACEBOOK
o CALL CENTER
o YOUR FREINDS

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IF YOU TRAVEL ABROAD , WILL YOU CHOOSE MAI? 10

o YES
o NO
o NOT SURE

IF YOU FLY WITH MAI ,WHAT SERVICES DO YOU WANT TO PREFER? 11

ANY SUGGESTION FOR MAI? 12

Thank you for taking the time to complete the questionnaire.

WE VALUE YOUR ANSWER AND SUGGESTION UPON MAI

Commented [u7]: I could not find the outcomes of your

2.4 strategies for improvement survey and questionnaire here.

Please update the contents of this part by analyzing the

outcomes of survey and SWOT analysis.

To improve personal networking, an individual or an organisation has to follow up with Formatted: Indent: Left: 0"
people they have met and connect on Linkedln. Twitter is also a great way to connect
with people prior and at an event. Support team and colleagues encourage the
colleagues to attend events, and support them with any challenges they may face.
Provide a forum for discussion and sharing of information within the organization so the

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organization is learning from all networking. Also introduce the colleagues to people
they may find interesting and may assist with their networking goals.

Networking is a two way process, it is not just about what an organization or individual
can get from new contacts; but it is about sharing the contacts, knowledge and
information. Also it is about asking for help, be able to reach out to the network and ask
for help about a project, or with a question, contact request, career help or lead. Stay in
touch because successful leaders spend at least an hour a week working on their
network.

Therefore, getting feedback for example, from customers, rewarding participants, using
social media such as face book, and twitter can help an organization keeps the
stakeholders in up-to-date; and this can help the organization to get more customers
and to make suppliers happy.

Access available resources is better way to improve personal networking as there are
so many resources available to support MAIs managers in whatever they wish to do.
They should build a strong support team which includes family, friends and colleagues.
They should join networking groups in person and online, and they get connected and
stay connected because networking is all about connecting with people, building and
nurturing relationships, sharing information, tapping into the hidden job market, and
maintain quality mutually beneficial relationships over their career and their lifetime.

Conclusion
As a MAI manager at MIS department, there is certainty that MAI will continue to
be very successful because of its powerful brand name, reputation for value for money,
, the use of information technology to support its operations, and investing more time
and money in training people will really help. However, the lack of domestic passengers
and older aircraft would have impact in MAIs future. Therefore, MAI has opportunity to
know about its strengths and weaknesses and should be aware about its competitors.
The major problems that MAI should consider is to maintain good relationship with its
stakeholders and develop its networking muscle by attending lots of different networking
events in which it will meet many interesting people and contacts , some of which will
become loyal clients, colleagues or friends

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