Running head: BOLDFLASH INTERNAL BUSINESS PROCESS

Background and Area of Focus

Manchester-based BOLDFlash Corporation is a hardware company, developing and selling
storage devices. BOLDFlash Company has been manufacturing and distributing hardware
memory devices which include flash memory drives, solid state drives etc. This company has a
dedicated research and development (R&D) department, known for its innovation in storage
technologies. Recent observations proved that the company do not have sound business
processes in practice in many areas. Lack of efficient business processes, creating problems for
the company that are impacting product quality, efficiency, costs and customer satisfaction.
Delay in product delivery is a second major issue in the last few product releases. The other issue
in the business process is product enhancement.
In the globalized world, technologies are changing rapidly. Every day new products are
released with sophisticated technologies and features. In order to sustain in the competitive
business world, existing products has to be enhanced (or updated) to meet the customer needs
and market demand. The technical support is not efficient to handle the complaints, which will
affect the customer relationship with the company. All the departments has to implement solid
business processes to improve the efficiency and productivity in the company. To make long-run
profitability and to regain customer confidence, BOLDFlash Corporation has to focus on these
three artifacts:

BOLDFlash Internal Business Process

BOLDFlash Product documentation
BOLDFlash Technical service communication

Milestone One

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Milestone one focuses on BOLDFlash Internal Business Process Artifacts. In any

business environment, efficient internal business process is a top priority goal in order to be run a
company successfully. To keep business running smoothly, organization have to pay attention to
how its underlying processes are being managed. Business process design has traditionally been
simply about operating efficiency, and has often accordingly been delegated down the
organization by CEOs. The demands of today's business, however, have seen internal business
process design emerge as a much more strategic issue. Increasingly companies are understanding
that success in strategic objectives, such as a superior experience for customers, or a shift from
fixed to variable costs, all critically depend on having the appropriate process capabilities (Basu,
2015). According to PrincewaterhouseCoopers (PWC, 2015) Innovation & technology article Seventy percent of US CEOs are anticipating changes to their innovation capabilities. The
definition of innovation has widened to include not only R&D that underpins new technologies,
products and services but also business processes and business models. Internal business
process is the most important area to be fixed first among all the other areas.
First memo stated that R&D department is revising product release process in order to
save (or reduce) the time spending on putting this together. The new manufacturing package will
no longer contain special notes and the package will be made available five business days prior
to production start. This step will provide more time for the R&D team for developing and
finalizing the new product before production. R&D department Innovation and research is the
starting point for any new products and technologies. Team has to utilize the time frame of the
project efficiently for the new product development. By instructing Tech Support team not to
send any queries regarding product release date, R&D team can organize the development
process efficiently with in the project time frame.

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Second memo stated that product delivery date are not being met in the past few product
releases. Delay in product delivery will impact the customer base and it will be difficult to keep
the existing market share. Sales team need to get all the product delivery updates from the
manufacturing units. In order to solve this problem sales team members will check with
manufacturing unit on product availability against requested delivery date.
Last memo is about revised product enhancements. All the existing products need to be
reviewed and need to check the enhancement the product features in order to meet the customer
demands. Marketing team has to communicate with R&D department to check the enhancement
possibilities for the existing products. To increase market share, company has to focus on new
technology and features.
Stakeholders:
Stakeholders in the internal business process are groups within the business or people
who work directly within the business, such as employees and owners. Employees are most
important assets in the organization. A committed workforce helps a business to achieve its
objectives. Employees bring skills such as creativity and problem solving. Employees want to
earn high wages and keep their jobs. Team member roles will vary depending on the type of the
department and designation. Team members may be functional experts, technical architects,
business analysts, sales and marketing staff, quality assurance analysts, trainers, technical
support staff etc., Owners are the important stakeholders, who will decide what happens to the
business. They're the ones who make a profit if the business is successful. In a sole trader or a
partnership, they are the owners. In a limited company, they are the shareholders (investors).
Owners are interested in maximizing the profit the business makes. (Business Case Studies,
2015).

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Key Stakeholders
The key Stakeholders in the BOLDFlash internal business process can be categorized
into specific groups such as Directors, R&D Managers, Sales Manager, Marketing Manager,
Technical Support Team and Customers.
Directors. They are responsible for introducing new ideas and implementing new reforms
to increase company productivity. Directors are involved in all major business decisions. The
main responsibility of small and large business executives (directors) is to run profitable
businesses and generate cash flow over the long term. Executive directors oversee the heads of
each department in a nonprofit, including marketing, fundraising, program development, HR
management and accounting. Executive directors can also oversee one or more lower-level
executives in larger organizations. Department leaders look to the director for strategic guidance
in their areas.
R&D Manager. Role as a manager in R&D department is responsible for leading the
processes of planning, coordinating, and implementing new product development, product
quality improvement, and cost reduction initiatives, while identifying new opportunities within
and beyond existing brands/categories. Manager acts as the single point of ownership for new
product projects and manages new products from idea / concept through commercialization using
a stage gate process. Collects, develops and refines product attributes and requirements with
input from relevant stakeholders (e.g., customer/consumers, internal experts, executives, etc.)
(Business Case Studies, 2015)
Sales Manager. Sales managers direct organization sales teams. They set sales goals,
analyze data, and develop training programs for organization sales representatives. Sales

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manager resolve customer complaints regarding sales and service. Managers play crucial role in
preparing budgets and approve expenditures. They direct the distribution of goods and services
by assigning sales territories, setting sales goals, and establishing training programs for the
organizations sales representatives. Managers can drive profitability by increasing sales,
managing costs or a combination. (Basu, 2015).
Marketing Manager. The Marketing Manager plays a critical role in the sales process by
becoming the expert go-to resource for your assigned platforms and products. You are
responsible for working cross-functionally to provide the sales and integrated marketing teams
with answers to questions regarding ad feasibility and placements, new editorial initiatives and
changes to product. Managers often have to meet certain performance metrics, such as profit
margin, annual sales growth and return on investment.
Technical Support Team. Technical Support team are key stakeholders and their work will
definitely effect the organizational functioning as they are the persons who are going to resolve
the issues of the end users. So each and every person who is in the support should have a clear
idea on the functioning of the product and also its features. They have high impact on the
organization and the current communication strategies on the product information has to be
developed by training the technical support team in understanding the product clearly because
their communication strategies with the customers will have a high impact on the BoldFlash
organization.
Customers. The present communication channels that exists inside of the BoldFlash will
have a high effect on the customers on account of they must utilize the new product. The
specialized support team and the marketing group communications will have an immediate
effect on the customers. Their arrangements must support the customer in utilizing the item. In

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the event that the clients address their issues then they will likewise get the item more
introduction. They will be speaking with the specialized support staff for help with any issues
they are facing.
Established Practices:
Different types of communication channels must be used for different departments and also
they have to be trained in the same perspective as the communications within the organization
between the teams and their management and also the communication with the customers will
affect the product purchase and development in the market.
Established communication practices in BOLDFlash Corporation, which are useful to improve
stakeholder communication are:
Meetings. Meetings are a typical every day event in project management, Its an open door
for the undertaking director to guarantee the task stays on track and a period to make up for lost
time with advancement or addition a 'temperature check' of the present status. It's a chance to
flex those behavioral abilities driving, persuading, impacting and arranging among other.
(Scott, 2011). It is the best way to know all the developments, updates, processes etc., within the
organization. Meetings act as a platform for the team members to share their ideas, problems,
feedback etc., with their managers and directors.
Blog. Blogging is a powerful way to promote your organization. A blog of the new product
that is to be released will be a good idea as all the employees and end users can write their ideas
and suggestions in the blog.
Weekly Status reports. A weekly status report enables managers to track their employees
performance and progress at all levels. Typically managers (or directors) don't have room
schedule-wise to converse with each employee about every week after week undertaking in point

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of interest because of time lack. Therefore, composed week after week reports are a proficient
approach to communicate all projects, tasks and progresses amid a week. This way entry-level
employees can exhibit their execution and advancement to the middle management that can
forward those reports to their directors. There are a few essentials however to make week after
week reports productive: It must be conveyed in a convenient way, must be clear and brief. It
must be in a configuration that is instructive, clear and genuine.
Performance review. Performance reviews are a key component of employee
development. The performance review is intended to be a fair and balanced assessment of an
employees performance.
Presentations. Presentations are one of the best communication practices to share
the developments, observed operations, issues (to fix) etc., with other stakeholders. This
training approach can be implemented effectively. Presenting all the new
guidelines and communication framework (which is created) will help the
management to understand new guidelines and framework (channels of
communication).
Emails. This is one way communication and easy way to send all the necessary
information to the respective team members. Hard copy brochures, newsletters, project status,
reports etc., can be exchanged between the key stakeholders.
Feedback. Analyzing customer feedback for more enhancements to existing products.
This is the key to identify possible enhancements. The feedback report acts as a catalyst for
innovating new technologies and products in order to increase product features.
Framework for communication:

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Recommended framework for planning and communicating with the stakeholders in the
internal business process are listed below:

Company should maintain an internal communication supporting tool to communicate

with each other. In the globalized world, using a communication tool within the company

reduces miscommunication problems among all the stakeholders.

Organizations should ensure that managers and team members are aware of the tools
available to them and how to use them effectively (Richards, 2015). All the stakeholders

need to have access to the communicator tool.

All the managers need to provide necessary information to the team members in order to
do their jobs effectively (Richards, 2015). It keeps everyone (team members) in the

department informed of what's going on in the organization.

Organization should provide all the stakeholders with clear standards and expectations for

their designated work (Phil Rabinowitz, 2010).

All the communications has to be done with a proper mail communication (Written

communication). It can help the stakeholders to exchange accurate data effectively.

Every team member has to report the work status by the end of the week to their
respective department head (managers). This will help the managers and directors to fix

the problems related to development, manufacturing, sales etc.,

Company need to maintain an internal Newsfeed page. All the new product updates and
enhancements are posted in the newsfeed. So, that all the team members and departments

will be aware of the developments in the company.

Any team member can report an issue to the director in order to fix it as soon as possible,

which will affect the product manufacture and enhancement.

Any high priority information has to be delivered to the respective managers and team
members in an easy way to understand and analyze the data.

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BOLDFlash corporation need to design a framework (using the list of recommendations

mentioned in page 5-6) for continued communication within the company. Intranet supporting
tool is an example for such type of framework design to maintain communication between
Mobile Division management team and the departments within the company. Management can
track the special projects status and updates in real time. This will enable the mobile division
members to take necessary actions to maintain development, manufacturing, marketing and
product delivery in a proper phase to meet the market demands.

References
Basu, C. (2015). Managers Responsibilities. Retrieved from http://smallbusiness.chron.com/:
http://smallbusiness.chron.com/managers-responsibilities-stakeholders-37999.html
Binney, D. (2015). The new business process design agenda. Retrieved from
www.ceoforum.com: http://www.ceoforum.com.au/article-detail.cfm?
cid=6347&t=/Derek-Binney-CSC-Australia/From-operations-to-strategy-the-newbusiness-process-design-agenda
Business Case Studies. (2015). Stakeholders. Retrieved from http://businesscasestudies.co.uk/:
http://businesscasestudies.co.uk/bt/stakeholders-as-partners/internalstakeholders.html#axzz3aoPbsY2W

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Phil Rabinowitz. (2010). Promoting internal communication. Retrieved from Community Tool
Box: http://ctb.ku.edu/en/table-of-contents/leadership/effective-manager/internalcommunication/main
PWC. (2015, May). Innovation strategy. Retrieved from PricewaterhouseCoopers:
http://www.strategyand.pwc.com/global/home/what_we_do/services/innovation/serviceareas/innovation-strategy
Richards, L. (2015). Effective Communication in Organizations. Retrieved from
http://smallbusiness.chron.com/: http://smallbusiness.chron.com/effectivecommunication-organizations-involve-713.html
Scott, L. (2011). The Importance of (Project) Meetings. Retrieved from arraspeople:
http://www.arraspeople.co.uk/camel-blog/projectmanagement/the-importance-of-projectmeetings-%e2%80%93-termination/#ixzz3bPVEu4Kj