Full Project – An assessment of the impact of modern communication facilities on service delivery in business organization

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CHAPTER ONE

1.0 INTRODUCTION

1.1 BACKGROUND OF THE STUDY

The aim of this work is to assess the impact of modern communication facilities on services delivery in business organization the recent development in modern communicating facilities and the impact on service delivery cannot be over emphasized, the impact has been felt much by the business organizations associated for business, political, religious, social or other purpose. Its activities require human beings to interact and reach to exchange information, ideas, plans and proposals to co-ordinate and to make decisions both within and outside the organization effectively.

Communication is the life wire of every organization and its effectiveness determines the extent of success in the organization, business career, as well as the managers personal life. Modern communication facilities are the equipment that ensures effecting service delivery to organizations that need them. Some of these communication facilities are telephone, newspapers, telephone video disc, satellite discs, radio etc for this research three communications, networks will used and they include MTN, GLO and NITEL.

1.1.1 HISTORICAL BACKGROUND OF MOBILE TELECOMMUNICATION NETOWKR (MTN)

The mobile telecommunication network (MTN) as a corporate body for telecommunications service in Nigeria came into being in 1990. However, it started operation in 1991 under the dictatorship, of Tunde Osaigie. It was registered under corporate affairs commission in 1990, but commenced business in 1991 as a private company. It was later quote in the stock exchange market in 1994.

The organization has now, over 350 branches all over Nigeria and communicates to other countries of the world. Its areas of operation covers television network, video courage, computer internet, wedding and occasions coverage, music production, telex, service, record delivery service, international telephone, communication services.

STRUCTURE OF THE ORGANIZATION

The organization of structured to have the following departments:

Administration
Personal department
Marketing department
Broadcasting department
Engineering department
News and current affairs
Computer internet

1.1.2 HISTORICAL BACKGROUND OF THE GLOBAL COMMUNICATION (GLO)

Global communication is a firm that embarks on communication of information to any part of the world. They communicate this information through the use of satellite disc communication gazettes, television station, television cellular and handsets. They also install phone lines. This company was established in 1996 by Mike Adenuga Junior. It has over three hundred stations throughout the federation for information communication, telephone line installation and it covers football competitions, Olympic sports, seminars, exhibitions, trade fairs, market promotion, advertising and other occasions.

1.1.3 HISTORICAL BAKGROUND OF NITEL

The development of telecommunication is traced to the history we know today as Nigeria telecommunication (NITEL PLC) which started as a postal branch of the British post office in 1851, while the internet telecommunication was established mainly to serve the interest of colonial masters. In 1966, the post and telecommunication department of the ministry of communication was form and backed by decree 22. It maintained this stations until 1985 when Nigeria, telecommunication was formed. In 1962, the equity ownership in the cable and wireless company ownership in the company. They made a change in this name to the Nigeria external telecommunication limited. Ten years later (1972), the federal government brought over the remaining 49% shares in cable and wireless company of London, until the end of 1968. A status is maintained until a tripartite contract agreement was signed on 22^nd May 1992 between NITEL, the federal government and the committee on privatization and communication, thereby changing Nitel limited to Nitel Plc. The company therefore, has worked out a three prolonged approach to meet these challenges, there were work expansion facility modernization and improved staff welfare between 1985-1922. The company was at its formation stage of policy implementation. But there was relief in 1992, when it was commercialized and digital facilities was introduced in Abuja, Lagos, Kaduna, Enugu, Mina, Ibadan and other states.

Nitel has extended its services to rural areas with the introduction of digital exchange some communities also benefited from the strategy. The company provides cellular phones, telex, tax, voice mail and paying services for the public consumption dual antenna digital satellite earth station in Lagos and Enugu, while have going on its in kaduna. These have effectively handled parts of the world communication, booking business, tourism and diplomacy.

Nitel has the following structure:

Territorial manager
Public relation officer
Audit
Security and investigation
Exchange system
Financials and accountants
Planning and accounts
Supports services
Marketing

1.2 STATEMENT OF THE PROBLEM

In the entire history of man, knowledge, idea, data, emotion feelings etc have been exchanged or transmitted between one person group and another to achieve a purpose through the process of communication. Communication affords management and the leaders the opportunity to relate with subordinates in order to let them know the goals of the organization and understand it. However, communication does not always meet its desired target especially in organizations like MTN, Global network and Nitel communications.

1.3 PURPOSE / OBJECTIVES OF THE STUDY

It is important to note that there are many purpose for the project work, some of them are explicitly highlighted by the researcher.

To asses, the positive impacts of modern communication facilities on service delivery in business organization
To identify the negative impacts of modern communication facilities on service delivery in business organizations.
To note how the impact are checked and controlled in business organization.
To identify some of the new equipment delivery service industry and evaluate the stability of such facilities.
To suggest and make recommendation how to solve the problem identified.

1.4 RESEARCH QUESTIONS

Communication firms based in Aba were chosen as the case study. For this purpose the following questions would be answered.

Does Nigeria service delivery need modern communication facilities?
In what other way can the negative impacts be improved?
Are there limitations to the use of modern facilities?
In what way will the modern equipment be controlled?
Do management and staff see communication as a wheel to improved and maintain good labour management relations?

1.5 RESEARCH HYPOTHESIS

For the simplest approach to the research question some hypothesis were designed to provide possible answers to the research question earlier stated that provide a sense of direction to the study. No meaningful models have been developed to answer questions on communication equipment.

Ho: The introduction of modern communication facilities on service delivery does not create more business opportunities.

Hi: The introduction of modern communication facilities on service delivery create more business opportunities.

Ho: The communication equipment has weakness which communication industry can eliminate.

Hi: The communication equipment has weakness which communication industry can not eliminate.

1.6 SCOPE OF THE STUDY

The research is purely a case study which examines the impact of modern communication facilities on service delivery in business organization. The laws weakness on equipment, problems, opportunities and strategies chosen to eliminate negative impact and improve the service delivery industry. The choice of MTN Global Network and Nitel communication was because of their innovative and development roles which they have played in the development of service delivery industry in Nigeria. The study looks into how the equipment, staff and problem identified are being controlled to have stability in the industry.

1.7 SIGNIFICANCE OF THE STUDY

This study is significant because it will expose the problems inherent in an organization as a result of poor communication gap. The researcher will therefore review the problems faced by the organization as a result of lack of effective communication. The researcher will make recommendation which would establish an approach that would help the manager, staff and the organization.

1.8 THE LIMITATIONS OF THE STUDY

The limitation work has certain limitation which may likely affect the result of the study these include:

Time is a limitation in this work. This is because the time allocated for this study of this study is certainly not adequate for the project of this magnitude, when require careful analysis and recommendation.
Finance is also a limitation in this study. The research project is carried entirely from the researcher limited resources. A lot of financial handicap was encountered in the course of this work. Lastly some of these problem are insufficient indigenous textbooks in communications.

1.9 DEFINITION OF TERMS

For the purpose of understanding clearly the terms used in this study, the researcher has decided to define certain words and terms used in the project as follows

Communication: This is the exchange of ideas facts and emotions by two of more persons.
Organization: An organization to a business units a the defining of duties and responsibilities of the personnel employee and determining the manner in which the activities are to be interrelated.

Effective communication: This is the translation of facts and ideas either written or oral by the sender to the receiver whereby the receiver reacts in a manner as expected by the sender.

Transmission: It is the act or process of passing information from one person or place to another.
Media: It is the main ways that large numbers of people receive information and entertainment that is television, radio and the newspapers.
Semantics: It is the yield of inquiring, concerned with exploring the correspondences, between the symbols used in language, and the reality being communicated the interchange of meanings between persons.

Attitude: It is the way that you feel about something or behave towards something that shows how you think and feel.
Channels: A method or system that people use to get information, to communicate, or to send something somewhere complaints must be made through the proper channels.

Innovation: Innovation is the bringing into existence, new idea or usage of product. Idea or services. In communication, innovation information and communication technology have been a higher boost to effective communication.
Decoder: The message sent out is now to be received by the receiver. How best the information is understood by the receiver.

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Full Project – An assessment of the impact of modern communication facilities on service delivery in business organization

Full Project – An assessment of the impact of modern communication facilities on service delivery in business organization

Full Project – An assessment of the impact of modern communication facilities on service delivery in business organization

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