Analysis of internal communication : case study Sandvik SMT Market Service

Abstract: Large scale companies have massive information flows in their administrative departments. This often creates problems when there is a lack of communication both internally and with internal partners such as sales units. Sandvik SMT Market Service (SBMS) is no exception in this case. They got big problems with their communication with the sales units especially when it concerns the mail traffic and routing of information. Today SBMS have three regional mailboxes where the SU’s (Sales Unit) send their mails depending on which region they belong to. This structure does not function as intended and creates an overload which leads to long response times. Therefore the market service manager Jonas Hofvenstam wanted us to investigate this problem area with the possibility of segmenting the mailboxes including a tagging system and to perform a review of the sales tools portal in order to shorten the response times and decrease the mail traffic. The outcome of this paper was suggestions/proposals regarding how to structure the common mailboxes, illustration of a tagging system for the mails and suggestions of how to improve the sales tools portal. We also made recommendations on how to take these suggestions into action including step by step instructions to make it easier when performing an implementation.