This report is intended to identify a real case of an organization’s communication process. We conducted a live interview with the The Barbecue Plaza (M) Sdn Bhd. in order to obtain the fullest information and to support our report relevancy. We have successfully identified the case clearly as well as the theories related to the case. Besides, we have also systematically analyzed the situation and provide relevant recommendations and solutions.
The content of our analysis is as below:
|2.1 |Background of the company |
|2.2 |Communication Channels |
|2.3 |Emotional Labor |
|2.4 |The Model of Communication |
|2.5 |Communication Barriers |
|2.6 |Workplace Design |
|3.0 |Recommendations |
2.1 Bar B-Q Plaza Company Background
Bar B-Q Plaza is a self-cooking Mongolian and Japanese style barbeque restaurant. Customers can experience self-grilling. With such cooking experience makes dining at Bar B-Q Plaza more enjoyable. Besides that, the meal is also accompanied by specially prepared sauce, which tastes just right for grilled food. Bar B-Q Plaza was established in 1987 by Mr. Choopong, who applied the Japanese style barbecue at his restaurant in Thailand. Its famous unique grilling experience added by outstanding delicious taste coupled with high-quality meats and vegetables allowed Bar B-Q Plaza to become increasingly popular and thus allowing the expansion of its branches.
Internationally, Bar B-Q Plaza established its presence in Malaysia through a joint venture in 2005, with a local Malaysian company namely W.A Food Holdings Sdn. Bhd. The Bar B-Q Plaza (Malaysia) was formed and aims to provide the same wonderful grilling experience with high-quality meat and vegetables to Malaysians. The branches are located at 1Utama Shopping Centre, Sunway Pyramid Shopping centre, AEON Bukit Tinggi Shopping Centre and Berjaya Times Square.
As of today, Bar B-Q Plaza is the biggest restaurant in barbecue and grilling category and is considered the third biggest casual dining restaurant in Thailand. Furthermore, it is ranked in the top ten chain restaurants, compared to both local and international brands. Since its start with only 30 employees, Bar B-Q Plaza has developed its management to respond, in a timely manner, to the future business expansion. The management is also well prepared for active competition in the market. For the present organization structure, each branch is supervised by its Branch Manager, while District Manager and General Manager supervise all of them at the upper levels respectively. Finally, at Bar B-Q Plaza have a mascot name BB Gon. He is a cute cheerful dragon. He likes delicious food and can eat much food at a time. BB Gon is a symbol of delicious taste of Bar B-Q Plaza food.
2.2 Communication channel in BBQ Plaza
All Bar B-Q Plaza branches manager will have twice a month of meeting with head quarter. In this time, they can point out and share the problems they have faced during services. Also, they will discuss with all managers in how to improve the services, handling troublesome customers, and arranging or allocating employees. This exchange information implement only twice a month, so they need to gather the information and share during meeting. It is considered not efficient in media richness, due to the time of information, all the information are outdated cases, and the feedback is obtained after the case had happened. Besides that, there is a formal forum for head quarter and branches manager to communicate only twice a month, since they have no E-mail and instant messaging to communicate.
Another channel in communication from Bar B-Q Plaza is through a medium to transmit the information from sender and receiver. Choose the right communication channel...