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A Look At Communication At Hitachi Automotive Products Mgt 331: Organizational Behavior (Provide Example Of Successsful And Unsuccessful Communication Using Process Model.)

956 words - 4 pages

A Look at Communication at Hitachi Automotive ProductsIn a successful business organization, one that conducts operations on a global basis, communications is vital to continued viability and strength in a competitive market. This holds especially true at Hitachi Automotive Products, Los Angeles (HAP-LA), with customers, suppliers and contacts that are located in eight countries on four different continents. Most of the time, the communication efforts, between HAP-LA and the customers, or even within the HAP-LA facility itself between team members, is successful. However, there are instances where communication fails due to a breakdown in the communication process.An initial look at an example of communication breakdown should emphasize the importance of effective communication between the source and the receiver. This breakdown consists of Hitachi Automotive Products - Japan, HAP-LA and XYZ - Japan, a manufacturer of water pumps and throttle bodies. HAP-Japan had an agreement with XYZ for the reselling of products through the aftermarket channels based in HAP-LA. After a communiqué from HAP-Japan, HAP-LA began listing the XYZ products in catalogues next to the high-performance starters manufactured in the facility. Apparently, the e-mail has explicit instructions on the required use of the XYZ name in the catalogue alongside the products, which HAP-LA had failed to comply with. XYZ was made aware of this and called for an immediate halt and recall of all products sold through the HAP-LA facility.Using the communications process model, as seen below, the preceding example can be broken down as follows: HAP-Japan qualifies as the source in this scenario since they provided the information to HAP-LA, the receiver. The communication channel, or pathway that the message was communicated, was through an email that had to be translated from Japanese to English. Some of the communication was lost in the translation due to software difficulties with several words and thoughts. Additionally, the sales director that received the email could not, or would not, provide feedback due to the difference in time zones, language barrier and difference in status between the sales executive in Japan and himself. The absence of feedback, the differences in culture and language, and the inability to communicate directly with a senior executive (status effect), all provided the 'noise' that interfered with successful communication. This breakdown in the communication process cost HAP-LA almost five million dollars in lost sales revenue, recalls and lost customers due to poor relations. The incident also damaged a thirty-year relationship that HAP-Japan had with XYZ.This scenario is just a rare and isolated case in communication process failure at HAP-LA. Most of the time, steps are taken to ensure that communications between all parties are clear, concise, and successful in ensuring that the message is understood. One such example occurred between HAP-LA and ABC...

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