Identifying communication gaps in current business processes and analyzing the interconnections between departments to ensure customer engagement and satisfaction.

Abstract

This research project report addresses the communication gaps that can be found in the interconnection between departments and the processes they use to share information. Customer satisfaction can be increased with a focus on improvement of internal processes. Employee training can further enhance this effect and make the future of an organization bright and long.This research was conducted in Avery Dennison’s environment, a company that is now a global leader in the manufacturing of labeling technologies and providing tailor-made solutions. The company operates in multiple industries like Automotive, Food and Beverages, Pharmaceuticals and Wine and Spirits. Interviews with employees were performed to understand business practices and get insights on the Pharmaceutical Industry and its customers, to improve the products and services the company provides to them. This research project provides initially an investigation of the market and the motives behind the need for further research for this industry. Interviews with internal stakeholders identified three areas of possible improvements. The first one addresses the need for training of the sales colleagues and the idea of providing them with extra tools and knowledge. The second one being that communication flow may be slow and requests might take longer times to reach the expert. The last point of research was the differences between regions that could provide incentives for improvement.