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Compiled by - M.A.M Sadiq
Batch No - CT/HNDBM/60/02
MANAGNG C!MM"NCAT!N# N$!%MAT!N
AND &N!'()DG)
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f MANAGING COMMUNICATION, INFORMATION AND KNOWLEDGEINDIVIDUAL ASSIGNMENT
Acknowledgement
*o+ld li,e to peet my icee atit+de to thoe *ho ha1e po1ided +idace help me to ehace the
q+ality o thi aimet. Mot impotat ad icee atit+de oe to my lect+e M. o,a G+aathe o
helpi me tho+ho+t the Maai Comm+icatio# omatio ad &o*lede eio ad the
aimet. he *o+ld ot be thee *o+ld ha1e ot ot a clea +detadi ad +p to the tadad.
ho+ld alo tha, to my paet o helpi me to do my hihe atioal diploma at CBT beca+e ha1e otood lect+e *ho *o+ld e3plai the +b4ect *ell.
ho+ld alo tha, my ied at CBT a *ell a othe *ho helped me to et ,o*lede abo+t the do+bt
had *hile doi the aimet.
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Table of Contents
Coma!" I!#$o%&'#(o!)))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))) 10
1)1 Le*e+ of o$ga!(a#(o! -(e$a$'-"))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))) 11
O$ga!(.a#(o!a+ /(e$a$'-"))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))) 11
S#$a#eg(' Le*e+))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))) 1
Ta'#('a+ Le*e+))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))) 1
Oe$a#(o!a+ Le*e)))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))1
1) I!fo$ma#(o! a!% K!o2+e%ge !ee%e% #o e!&$e E3e'#(*e De'((o!))))))))))))))))))))))))))))))))))))))))1
I!fo$ma#(o! 'a! 4e #a5e! f$om #2o o&$'e))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))1
I!#e$!a+ a!% E#e$!a+ So&$'e of I!fo$ma#(o!))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))1SWOT A!a+"())))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))) 17
PEST A!a+"()))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))) 16
1) E*a+&a#e e(#(!g a$oa'-e #o #-e Co++e'#(o!, Fo$ma##(!g, S#o$age, D(em(!a#(!g
I!fo$ma#(o! a!% 5!o2+e%ge))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))18
1)9 E(#(!g P$o'ee of Comm&!('a#(o! (! a! O$ga!(.a#(o!)))))))))))))))))))))))))))))))))))))))))))))))))))))))1:
1)7 Pe$o!a+ +a! #o (m$o*e 'omm&!('a#(o! 5(++))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))1:
Im$o*e 'omm&!('a#(o!))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))1:
Pe$o!a+ P+a!))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))) 1;
1)6 Me#-o% of Co++e'#(!g I!fo$ma#(o! a!% $e'omme!%a#(o! of (m$o*eme!#)))))))))))))))))))))))))))))0
1)8 A$o$(a#e '-a!ge #o (m$o*e #-e 'o++e'#(o!, fo$ma##(!g, #o$age a!% %(em(!a#(!g
(!fo$ma#(o! a!% 5!o2+e%ge)))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))) 0
1): S#$a#eg(e #o (m$o*e a''e (!fo$ma#(o! a!% 5!o2+e%ge #o o#-e$ a a$o$(a#e))))))))))))))1
1); E*a+&a#(o! of e(#(!g $o'e a!% #e'-!o+og(e of 'omm&!('a#(o!)))))))))))))))))))))))))))))))))))))))
Co!'+&(o!))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))
Refe$e!'e)))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))) 9
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f MANAGING COMMUNICATION, INFORMATION AND KNOWLEDGEINDIVIDUAL ASSIGNMENT
Executive Summary
Thi epot e3plai abo+t the maai# comm+icatio ,o*lede ad iomatio abo+t tadad chated
ad alo +mmaie the ae o deciio to be ta,e i dieet le1el o hieachy# iteal ad e3teal
o+ce o iomatio# method o collecti iomatio ad alo to maitai ececy.
the e3t co1e comm+icatio poce o a oai5atio# implemet ad 4+tiy impo1emet# idetiyi
the ,ill o a ood maae# peoal pla to impo1e comm+icatio ,ill ad the impotace o team
meeti ad o+p dic+io.
$+themoe the o+th leai o+tcome e3plai the method o collecti ad coodiatio o iomatio#
the *ay o collecti# omatti# toae ad diemiati iomatio# the impotace o T i
comm+icatio# the e* tateie to be itod+ce ad the *ay ho* c+lt+e aect the comm+icatio
poce.
By eadi thi epot yo+ *ill ha1e a clea +detadi o ho* comm+icatio# ,o*lede ad iomatio
i impotat i a oai5atio.
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Introduction
Stadad Chateed Ba, *a omed i 767 tho+h the mee o t*o epaate ba,# the Stadad Ba, o
Bitih So+th Aica ad the Chateed Ba, o dia# A+talia ad Chia. Thee ba, had capitalied o the
e3paio o tade bet*ee )+ope# Aia ad Aica 'e opeed o+ oice i Si (a,a i 898 ad o*
employ moe tha 900 ta. 'e:e the ecod laet ad oe o the oldet ba, i the co+ty. 'e ha1e a
o*i peece i peoal ba,i# e3padi o+ bach et*o, ad pod+ct ae# ad ae o* the thid
laet i+e o cedit cad i Si (a,.
Vision & Mission
Stateic tet
To be a 'old Cla Shaed Se1ice Cete o the Stadad Chateed Go+p
Brand Promise
Hee o ood ad leadi by the e3ample to be the iht pate
Our Approac
Hee o people
!+ tatey i imple; oc+ o *hat: impotat# ot *hat: meely poitable. Ad othi i moe impotat
tha o+ people# ad the people *e *o, o.
Hee o poe
The bet i1etmet ae thoe that ca beeit e1eyoe. 'e ae committed to etti the hihet tadad oo+ pate ad o+el1e. $om comm+ity poamme to o+ choice o copoate pate# the oly *ay to
poceed i to al*ay mo1e o*ad# toethe.
Hee o the lo +
'e:e coecti the *old by +i e* techiq+e to ceate e* poibilitie. Moe impotat tha o+
lobal each i the local ,o*lede it: b+ilt o.
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!"! #evels o$ organisation ierarcy in Standard %arted Bank
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Organiational 'ierarcy
The athei o ele1at ad +p-to-date iomatio i a ,ey b+ie poce. omatio cotai opepaed detail ad tatitic that ha1e meai *ithi the cote3t that the mateial i iteded to be
+detood by people. omatio i accodily a 1al+able b+ie commodity#
Stadad chated a maae pla# oai5e# ta# lead# ad cotol hi team by ma,i deciio. The
eecti1ee ad +peioity o thoe deciio detemie ho* poiti1e a maae *ill be
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Strategic #evel
The top le1el maae li,e maai diecto ad Boad o diecto ae de1elopi the tateic pla o the
Stadad chated ba, +ch a the C)!# diecto# e3ec+ti1e oice *ill ma,e the abo1e deciio. They
coide abo+t compay +t+e *hile de1elopi it. Ma,e lo tem deciio both i the im ad i thee3teal e1iomet. They ae coceed motly o; *hee *ill the compay be i aothe i1e yea# the lo
tem id+ty ted# the le1el o employmet# *hat pod+ct ad e1ice to be itod+ced# the e*
acq+iitio ad mee. Alo ma,e +e o the iacial peomace o the im# idetiy the competito ad
ceate a 1iio o the compay. Thee people meet e1ey *ee, ad dic+ abo+t the theat ad ma,e othe
eed+l deciio.
(actical #evel
The top maaemet hea1ily elie o the middle le1el to ma,e the coect ad appopiate deciio. A
+cce+l maae *ill allo* the middle le1el to ta,e deciio *itho+t micomaai ad *ill +ppot
completely i thei deciio. They *ill et hot tem oal# ma,eti e* pod+ct# ceate actio pla to
ol1e oai5atioal poblem# ecoi5e the challee i the e1iomet ad b+det i3i. act they ae
the people *ho apply the pla ta,e by the top maaemet. Stadad chated oc+e maily i thi le1el a it
ha to play a bi ole i comi *ith the coect deciio.
Operational #eve l
The middle le1el deciio ae bo+ht do* to the opeatioal le1el *hee the lo*e maaemet ma,e the
day to day baed deciio. !peatioal deciio ae hot tem deciio ta,e to achie1e the lo tem oal.
The piciple p+poe o thi le1el i to a*e e+la q+etio ad to ollo* the *ay o taactio tho+h
the oai5atio +ch a; the +mbe o i1etoy# amo+t o paymet to debto# the electio o +pplie. At
thi le1el the oal# *ealth ad ta, ae pedeied ad hih t+ct+ed. Hii +pe1io# o1e time *o,#
bo+e# pay ate ad elimiati *o,e ae doe by the abo1e le1el.
To ma,e the +itable deciio made abo1e# all thee le1el m+t ha1e a ood comm+icatio poce. The
opeatioal le1el ho+ld eel ee to tal, to the middle le1el i e1ey ta, they do. Ad i the othe had the
tactical maaemet ho+ld +ppot ad ceate a ood bod i achie1i the e3pected oal. $o e3ample
Stadad chated ba, aaed meeti e1ey moth i the pod+ctio aea *hee they ha1e to do
peetatio ad 1ie* ad idea *ill be ta,e i the ed.
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!") In$ormation and *nowledge needed to ensure E$$ective +ecisions"
t i 1ey impotat to et coect iomatio i ode to ma,e coect deciio pedicti the +t+e o the
b+ie. Moe o1e dieet le1el o deciio ma,i eq+ie dieet o+ce o iomatio ad
,o*lede# o e3ampleThe Natioal Achi1e# 200?
Stadad Chateed ha acti1ely +deoe o*th tho+h e3paio i othe pat o the )+ope ad
to beat the competitio. t i a eecti1e ad eiciet tatey to o* +de table political coditio
o "ited &idom.
Economical
)coomy i +ei om a eceio d+e to lobal iacial cii. t i a theat o the iacial ecto
beca+e tadad chateed i opeati i thi ecto.
"employmet ha iceaed.
Baaii po*e ad dipoable icome o co+me ha deceaed d+e to ilatio ad
+employmet. t i theat o co+me ba,i.
=od+ctio le1el ha deceaed ad the o1emet i coidei e1ii it ta3atio policie d+e to
ecoomic eceio. Thi i a theat o 'holeale ba,i ecto
Stadad Chateed i aci ome diic+ltie d+e to the ecoomic ad iacial eceio i "&.
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Social and cultural
Co+me@ oc+ i o* hiti to*ad tadadi5ed ood ad e1ice ae lo* pice. Co+meae o* moe oc+ed to*ad a1i athe tha pedi. t i a oppot+ity o tadad chateed
ba,.
Co+me ae moe atioal ad ophiticated o*. Ba,i e1ice ae eeded to be 1ey diect ad
peoal.
Bad loyal c+tome ae o* becomi bad *itche d+e to lo* dipoable icome.
(ecnological
The o1emet +ppot competi techoloie i the "& ad appeciate io1atio adtecholoical de1elopmet.
Hih %eeach +di o techoloical de1elopmet i bei made "& o1emet i
dieet ecto.
Stadad Chateed ha i1eted hea1ily i ad1aced techoloy to impo1e it ba,i
opeatio.
!". Evaluate existing approaces to te %ollection/ 0ormatting/ Storage/ +isseminating
In$ormation and knowledge
Meely collecti iomatio i ot +iciet# +i it i the appopiate *ay i m+ch moe impotat# hece
o a oai5atio to +tili5e it iomatio eecti1ely they ha1e to be doe i the pope mae.
%ollection Collecti iomatio ca be doe tho+h e1eal mea# +ch a iteet#
om Stadad chated o* *ebite# e*pape# pat ecod ad a+al
epot o competito
0ormatting The iomatio ha to be oted o+t to the ele1at depatmet.
Storing =ope toae acilitie ho+ld be implemeted.
+issemination %iht iomatio ho+ld be i1e at the iht time to the ele1at depatmet.
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f MANAGING COMMUNICATION, INFORMATION AND KNOWLEDGEINDIVIDUAL ASSIGNMENT
!"1 Existing Processes o$ %ommunication in an Organiation
Comm+icatio poce i the *ay i *hich the ta,eholde o the oai5atio co+ld comm+icate *ith oe
aothe. Comm+icatio co+ld be doe i e1eal *ay. Accodi to Stadad chated# the mai om o
comm+icatio ae; e-mail# a3 ad S,ype.
E2mail3 Stadad chated +e e-mail to comm+icate *ith thei c+tome i the othe co+tie ad
alo 1ey eay to ecei1e ad et lette o coomatio o ode ad othe p+poe
Skype3Stadad chated +e the S,ype ot*ae *hich eable m+ltiple people o 1ideo coeeci#
*hich i 1ey cot eecti1e ad time a1i compaed to the pat.
0ax3Stadad chated +e the a3 machie to ed lette to othe co+tie ad thi i 1ey +e+l i a
itace *hee iat+e i eq+ied.
Comm+icatio Tool
!"4 Personal plan to improve communication skills
Improve communication
Comm+icatio play a ma4o ole i e1ey oai5atio. A a t+det ha1e to de1elop may comm+icatio
,ill. The mai *ea,e i etti e1o+ *he doi ay peetatio *hee oet the act that *a
plaed to tal,. So the *ay to de1elop thi i to pactice 1ey ote ad ha1i coidet i *hat *e ae
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Boad o diecto
)3ec+ti1e Diecto
H% Diecto
I!#e$!e#
a!%
'oma!"
2e4(#eTe+e-o!e,
fa, ma(+
a!% S5"e
B&(!e
+e##e$ a!%
memo
O#-e$
m&+#(me%(a
#oo+ =fo$
a%*e$#((!g
a!% o#-e$
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doi. Thi ho+ld be ollo*ed i ode to impo1e the peoal ,ill beca+e thee ca be lac, o
comm+icatio *hee i a meeti they ha1e to do ome peetatio.
Personal Plan
Area O,5ective Strategy
.Time
maaemet
Ma,e the mot o the time o
lie 1al+able.
Ta,i mea+e to ed+ce time *ati.
To ped e1ey moi plai the time.
2.Comm+icatio B+ild ad tethe a ood
ep+tatio amo othe.
B+ild healthie elatiohip.
=oitio yo+el a ,o*ledeable ad
dedicated poeioal.
(ite to yo+el ad othe.
"detad othe c+lt+e o people yo+
tal,i to.
Ty to ta,e iht attit+de ad *illi to
a*e q+etio..Moti1atio To ma,e e1eyoe *o, a
they ae pat o the
oai5atio ad eecti1ely.
Teat e1eyoe ,idly ad be a ood litee.
Gi1e epoibilitie to othe alo.
%e*ad employee accodi to thei *o,.
Team b+ildi Ma,e to the oai5atio
ad people coect
emotioally ad
pycholoical eed.
%e1ie* the team oal# *o, to*ad a ame
oal.
'o, *ith m+ltiple tool li,e email#
ot*ae: ad mobile phoe.
9. Neotiatio
To achie1e a atiactoy
ad1acemet ad +cce.
$oc+ o eed ad eq+iemet.
Gi1e a commitmet o each coceio yo+
ma,e.
)3plai yo+ idea o poit o 1ie*.
6. (eadehip To achie1e e1eyoe:
epect ad cotol the
oai5atio ad achie1e
oal *ith the employee.
Maitai deiiti1e oal ad ollo* acc+ate
actio pla.
Al*ay ty to ed+cate ad impo1e.
Ma,e othe eel they ae impotat.
Moti1ate the employee a poible.
!"6 Metods o$ %ollecting In$ormation and recommendation o$ improvement "
The ite1ie* at Stadad chated aid that they ae ot maily coidei the comm+icatio poce# *hich
ca lead to meae bei paed i a 1ey diic+lt *ay. The poe o iomatio i omal ad 1ey lo*.
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f MANAGING COMMUNICATION, INFORMATION AND KNOWLEDGEINDIVIDUAL ASSIGNMENT
At the ame time Stadad chated i maily oc+i o cetai c+tome# th+# ot coidei abo+t the
competito: o the e* ma,et optio.
they co+ld ha1e coideed abo+t the oppot+itie i the local ma,et# Stadad chated co+ld ha1e bee a
+cce+l ba, i Si (a,a a *ell. Ad i t+ ea moe ale ad be oe o the ma,et leade.
To ,eep them a*ae o the theat they ca implemet;
Cetai q+aliied people to *atch the ma,et it+atio
C+tome ad S+pplie eedbac,
!"7 Appropriate canges to improve te collection/ $ormatting/ storage and disseminating
in$ormation and knowledge"A tadad chated doe:t ha1e a patic+la ytem to collect iomatio# Stadad chated ba, ca +e
thee method#
Collection Instead of collecting information from website they can use telephone to collect
customer information and orders which it will help to give response to the customers
more quickly. Also they can conduct surveys among Stadad chated customer, so that
they can collect much more customer information by asking different question from
customer.
In addition Stadad chated can collect competitors information through competitors
websites and other information on some government regulation, business news from TV
Formatting odern technology could be utili!ed by Stadad chated for formatting of its collected
information.
Storing "hen keeping the information instead of depending on one system they could put e#tra
system to store the information which could be a backup system for each and every
department. Also, depending on IT system they can contrivance paper files because if
incase anything happen to the company IT system they can use those paper files as to
backups. This will manage all the problems.Dissemination
$isseminating the information to the applicants by the %& department if they can get
the right of entry to information of applicants then it is more appropriate, because they
are the responsible people for the employees issues.
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!"8 Strategies to improve access in$ormation and knowledge to oters as appropriate
To impo1e the tatey o actio pla to acce the iomatio ad ,o*lede o the compay tadad
chated eeached abo+t the compay ate ,o*i the at+e o the b+ie# they o+d that the eal eed o
the compay *hich *a# b+ie a+tomatio a a *ay o impo1i acce to thei ytem o iomatio ad
,o*lede to them a *ell a othe. Theeoe Stadad chated decided to b+ild a iomatio ytem that
ca eable them to impo1e acce to ytem o iomatio ad ,o*lede. SD(C ae to impo1e moe acce
to Stadad chated to ai moe ,o*lede ad iomatio. SD(C mea Sytem de1elopmet lie cycle.
Implementation
The etepie ytem ha bee de1eloped ad it: bee eady to implemet. Ate the ytem ha teted they
*ill itiate the ytem# i the implemetatio poce they *ill# tai thei employee to +e the ytem ad
ma,e +e the ytem i opeati eicietly ad eecti1ely by plai it.
+esign
t decibe the data to be ip+tted# calc+lated o toed. 'ite the poced+e that tell ho* to poce data ad
pod+ce o+tp+t. De1elope *ill *o, toethe ad tal, abo+t the *ay o de1elopi the poam. The
phyical chaacteitic o the ytem ae peciied ad a detailed dei i pepaed.
Planning
The cocept i +the de1eloped to decibe ho* the b+ie *ill opeate oce the appo1ed ytem i
implemetedad to ae ho* the ytem *ill impact employee ad c+tome pi1acy.
+eveloping te system
Accodi the idetiied abo1e poblem compay decided to b+ild a etepie eo+ce plai ytem
*hich help to ,eep the iomatio eely bet*ee dieet pat o the ba,. Alo Stadad chated i
plai to tated to b+ild had*ae ad ot*ae eeded to +ppot the ytem eithe by p+chai ot*ae
o by ceati o* ot*ae.
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I!#e$!a+ e!#e$$(e o$#a+ "#em
To ma!ageme!#
Oe$a#(o!a+ Dea$#me!# Ma$5e#(!g Dea$#me!#
F(!a!'e ? a''o&!#(!g Dea$#me!# /&ma! $eo&$'e Dea$#me!#
f MANAGING COMMUNICATION, INFORMATION AND KNOWLEDGEINDIVIDUAL ASSIGNMENT
!"9 Evaluation o$ existing process and tecnologies o$ communication
The 1aio+ electic de1ice +ed to comm+icate i Stadad chated ae ot eo+h to cotol ad oai5e
the compay iomatio lo*. Maily they +e telephoe# mail# S,ype# a3# 1ideo ad a+dio coeece ad
dieet ,id o iomatio techoloy *hich ca eable to comm+icate *ithi the compay.
t i bette to i1et ad implemet a itaet iteal etepie potal ytem i ode to de1elop the iteal
comm+icatio *ithi the each depatmet o Stadad chated# o that each ad e1ey depatmet ca cotact
the iomatio ad comm+icatio. Alo thi *ill help ed+ci opeatioal cot ad micomm+icatio.
additio each depatmet ca peom it b+ie poce ate by po1idi employee iomatio a actio
they eed to ta,e# *itho+t bei comm+icated ace to ace tho+h each depatmet potal. )etially thi
ait each Stadad chated toe to ode pod+ct ad ability to chec, the i1etoy# oce they p+t ode +i
a b+tto o potal# bac, toe ta *ill et the ode ad ca deli1e q+ic,ly. Alo top maaemet ca chec,
the each depatmet tat+ each ad e1ey mi+te. A typical e3ample o ho* Stadad chated *o, +i thi
de1ice ha ho* belo*.
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f MANAGING COMMUNICATION, INFORMATION AND KNOWLEDGEINDIVIDUAL ASSIGNMENT
%onclusion
Stadad Chateed m+t ot ee, to tho* ood moey ate bad beca+e o citical ecoomic coditio ad
chaed co+me ted. t abo1e 1al+e tatey *o+ld iceae the ma,et hae o Stadad Chateed
ba, i Si la,a a it i the peetatio poit to capt+e moe ma,et hae i ba,i ecto. t i alo a ha1et
tatey beca+e competiti1e ad1atae ae o* imitable ad id+ty i +attacti1e. The Stadad Chateed
m+t p++e it dieetiatio ad1atae i the de1elopi ecoomie o Aia# Aica ad Middle )at. The
oai5atio ca o* moe eicietly thee beca+e o the catch+p eect o o*i ecoomy. Stadad
Chateed i *ati it eo+ce i dieetiatio ad1atae i Si la,a ma,et beca+e c+tome ae moe
atioal# le ich ad ba,i ecto i at+ated. t ho+ld a1e it eo+ce to i1et i o*i ecoomie.
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7/25/2019 MCKI Assignment
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f MANAGING COMMUNICATION, INFORMATION AND KNOWLEDGEINDIVIDUAL ASSIGNMENT
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