Discuss whether improving internal communication will be enough to ensure BSJ overcomes its quality problems.

Mark scheme

Marking points from the official mark scheme (May/June 2019). The mark or mark type is shown in brackets.

1. [Knowledge] Definition of internal communication
2. [Knowledge] Communication methods
3. [Knowledge] Channels of communication
4. [Knowledge] Barriers to effective communication
5. [Knowledge] Purposes of communication
6. [Knowledge] Formal and informal communication
7. [Application] Background is high reject rate, possible loss of sales
8. [Application] Existing methods – notice boards, only written information
9. [Application] Informal groups meeting outside factory
10. [Application] Lack of contact between key groups – workers, quality checkers, supervisors
11. [Application] Old equipment, little training, change to piece rate
12. [Application] Quality control inspectors
13. [Analysis] Possible reasons for high reject rate might include: Reliance on written specifications could lead to mistakes
14. [Analysis] Workers might feel managers have little interest in them so lack of care in working
15. [Analysis] Workers do want to communicate – evidence is meetings outside factory
16. [Analysis] Lack of contact demotivates workers
17. [Analysis] Lack of vertical communication routes means problems not identified by managers so are not addressed
18. [Analysis] Barriers to communication both vertically and horizontally mean problems not identified and addressed
19. [Analysis] If communication improves it will be easier to reduce reject rate – workers feel more valued and part of the business.
20. [Analysis] Other possible reasons include old equipment making it difficult to reach standards and piece work encouraging rushed sub-standard work
21. [Evaluation] Other possible reasons for high reject rate could be related to pay levels, promotion prospects, poorly maintained equipment – attempt to assess impact of these in relation to poor communication
22. [Evaluation] To change communication methods will involve a different management approach - perhaps involving workers in decision making, team working, less hierarchical
23. [Evaluation] Change means additional cost, perhaps management unable to change.