Internship Report Mohammed Ababakar at R&K Consulting Ltd.
Name Student number Name of the School Academy Study course Company Mentor School supervisor Period
Mohammed Ababakar 33188 Saxion University of Applied Sciences, Deventer MIM International !siness Mana"ement # St!dies Mr$ %in"sley %in"sle y Ma Mr$ &i's Dankers ( September )*1+ till 1+ an!ary )*1-
Contents 1.
Introduction............... Introduction......................... ..................... ..................... ..................... ..................... ..................... ..................... ........................ ..............3 3
2.
Compan Compan description. description..... ........ ........ ........ ........ ........ ........ ........ ........ ........ ........ ........ ........ ........ ......... ............ .............. ............... ........... ...! ! 2.1 Mission and strateg.................... strateg............................... ..................... ..................... ..................... ................................. ....................... ! 2.2 "roducts and markets................. markets............................ ..................... ..................... ..................... ..................... ...................... .............. ...! ! 2.3 Inde# numbers$ turno%er$ prot.......................... prot.................................................................... .......................................... ' 2.! (rganisation................ (rganisation........................... ..................... ..................... ..................... ..................... ..................... ............................. ...................' '
3.
Results Results o) the internship*s internship*s "+CA ccle..... ccle......... ........ ........ ........ ........ ........ ........ ........ ........ ........ ........... ............... ........., .,
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Appendices. Appendices..... ........ ........ ........ ........ ........ ........ ........ ........ ........ ........ ........ ........ ........ ........ ........ ........... .............. .............. ............... ..............12 ......12 !.1 Internship Assignment........................... Assignment..................................... ..................................................... ........................................... 12 !.2 (rgani-ational chart..................... chart............................... ..................... ..................... ..................... ..................... ..................... ........... 1, !.3 "(" orm.............. orm........................ ..................... ..................... ..................... ..................... ..................... ..................... ........................ ..............1/ 1/ !.! +a lists.................. lists............................. ..................... ..................... ..................... ..................... ......................................... ................................ 2' !.0 ur%e sample.................... sample............................... ..................... ..................... ................................................... ........................................ 2/ !. nd e%aluation................... e%aluation.............................. ...................... ..................... ..................... ......................................... .............................. 34 !.' +eclaration o) personal 5ork ..................... ................................ ................................................. ...................................... 32
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Contents 1.
Introduction............... Introduction......................... ..................... ..................... ..................... ..................... ..................... ..................... ........................ ..............3 3
2.
Compan Compan description. description..... ........ ........ ........ ........ ........ ........ ........ ........ ........ ........ ........ ........ ........ ......... ............ .............. ............... ........... ...! ! 2.1 Mission and strateg.................... strateg............................... ..................... ..................... ..................... ................................. ....................... ! 2.2 "roducts and markets................. markets............................ ..................... ..................... ..................... ..................... ...................... .............. ...! ! 2.3 Inde# numbers$ turno%er$ prot.......................... prot.................................................................... .......................................... ' 2.! (rganisation................ (rganisation........................... ..................... ..................... ..................... ..................... ..................... ............................. ...................' '
3.
Results Results o) the internship*s internship*s "+CA ccle..... ccle......... ........ ........ ........ ........ ........ ........ ........ ........ ........ ........... ............... ........., .,
!.
Appendices. Appendices..... ........ ........ ........ ........ ........ ........ ........ ........ ........ ........ ........ ........ ........ ........ ........ ........... .............. .............. ............... ..............12 ......12 !.1 Internship Assignment........................... Assignment..................................... ..................................................... ........................................... 12 !.2 (rgani-ational chart..................... chart............................... ..................... ..................... ..................... ..................... ..................... ........... 1, !.3 "(" orm.............. orm........................ ..................... ..................... ..................... ..................... ..................... ..................... ........................ ..............1/ 1/ !.! +a lists.................. lists............................. ..................... ..................... ..................... ..................... ......................................... ................................ 2' !.0 ur%e sample.................... sample............................... ..................... ..................... ................................................... ........................................ 2/ !. nd e%aluation................... e%aluation.............................. ...................... ..................... ..................... ......................................... .............................. 34 !.' +eclaration o) personal 5ork ..................... ................................ ................................................. ...................................... 32
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1. Intr Introduct oduction ion .hro!"h an internship mediator located in /hen"d!, in /hina, the st!dent 0ere introd!ced to #% /ons!ltin" 2td$$ .his internship 0ill take 18 0eeks 0hich is the re!ired 4* 0orkin" days by the academy of MIM$ .he st!dent selected this company beca!se it has 8 years5 of experience in the cons!ltin" ind!stry and the small si6e 711 employees of the company offers the st!dent the opport!nity to learn and develop$ 9!rthermore the small si6e enables to "ain insi"ht in all the departments of the company and learn from that$ .he relation bet0een the st!dy and this company is the fact that most of the s!b'ects d!rin" the st!dy s!ch as Marketin", :!man eso!rce, Sales, and Acco!ntin" are bein" implemented in this company$ company$ .his provides the intern the opport!nity to "ain insi"ht in ho0 this departments operate operate or this parts of the b!siness are cond!cted in the professional field$ After co!ple 0eeks the intern noticed that most of the theory that is "ained d!rin" the st!dy is diffic!lt to apply in the professional field and that the intern had to adapt !ickly to the different circ!mstances circ!mstances occ!rrin" in the company to s!ccessf!lly apply the "ained theory$ 2astly the intern chose to"ether 0ith the company mentor the follo0in" internship assi"nment ; an external comm!nication analysis and a plan 0hich indicates ho0 the external comm!nication comm!nication can be improved$ .he choice 0as mainly made beca!se the company mentor mentioned that the company is not satisfied 0ith the c!rrent comm!nication at all and this 0o!ld be an excellent chance for the st!dent to contrib!te to the company$ After co!ple 0eeks of pro"ress on the internship assi"nment the company mentor mentioned that beside the analysis the intern sho!ld also implement the recommendations as m!ch as possible 0ithin the company$ .his mean that the foc!s of the assi"nment is shifted from the analysis report to the implementation of the report$
Confidentiality clause .his internship report contains confidential data of #% /ons!ltin" 2td$$ .his 0ork may only be made available to the first and second revie0ers and a!thori6ed members of the board of examiners$ Any p!blication and d!plication of this report < even in part < is prohibited$ An inspection of this 0ork by third parties re!ires the expressed permission of the a!thor and #% /ons!ltin" 2td$$
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2. Compa Company ny descript description ion #% /ons!ltin" is an cons!ltin" firm 0hich mainly foc!s on providin" Market Intelli"ence, /ompetitive /ompetitive intelli"ence and Market research to an excl!sive base of clients abo!t the &reater /hina market$ .he tar"et "ro!p of the company is very 0ide incl!din" f!nd mana"ers, investment banks, and private and "overnmental or"ani6ations$ D!rin" this part of the report the intern 0ill provide more information abo!t the company s!ch as the mission, strate"y, services, financials, and the company str!ct!re$
2.1 Mission and strategy Mission .he main p!rpose and ob'ective of #% /ons!ltin" is defined in the mission statement of the company and the mission of #% /ons!ltin" is stated as follo0 = >rovidin" insi"ht insi"ht to s!pport yo!r strate"y strate"y of decision
2.2 Products and markets #% /ons!ltin" offers the follo0in" services; Market intelli"ence /ompetitive intelli"ence Market research !siness intelli"ence Market strate"y Mer"ers # Ac!isitions • • • • • •
Market intelligence #% /ons!ltin" offer the ans0ers to the !estions companies have abo!t 0here to take their b!siness$ .he 0orld is chan"in" and intelli"ence is constantly chan"in", b!siness models are disr!ptive and are "oin" beyond borders 0hile market drivers are different$ hether a client re!ire market trends, c!stomer profilin" or d!e dili"ence, #% /ons!ltin" /ons!ltin" can provide the the in
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Competitive intelligence
In a competitive analysis #% /ons!ltin" take a closer look at the client5s competitors$ .his provide the client an idea of their position in relation to the competition and #% /ons!ltin" can offer !nderstandin" of the opport!nities that exists in the market$ #% /ons!ltin" provide insi"ht into ho0 the client5s company can distin"!ish itself from the rest$ .he performance of a competitive assess is done in a n!mber of steps$
9irst, #% /ons!ltin" determine 0ho the companies are recorded in the competitive analysis$ Bot all competitors are indeed e!ally relevant to the client5s b!siness and it is also !sef!l for analy6in" only the main competitors$ .his 0ay #% can !ltimately provide a better overvie0 and more benefits of the analysis performed by #%$ Bext, #% examine the strate"ies !sed by the competition to peddle their prod!cts$ Are they passive or activeC :o0 does the competition expect to achieve a sales increaseC In a competitive analysis, #% look for example at ho0 the client5s competitors are !sin" certain marketin" tools to reach their tar"et market$ In addition, #% determine the s!ccess factors in the market$
Market research
ith the market research #% perform, it provide insi"ht into 0ho the client5s c!stomers exactly are, 0hat they 0ant and ho0 they can be addressed effectively$ #% also create a market overvie0 of the client5s prod!cts or services$ .he market research #% perform often start 0ith an internal analysis$ .his analysis "ives a "ood insi"ht into client5s c!rrent services, comm!nications, stren"ths and 0eaknesses$
.hereafter #% start "ather external market information$ ased on !alitative research, #% try to !nderstand the 0ay people think in the tar"et a!dience of the client abo!t certain s!b'ects$ In this 0ay #% "ain insi"ht into the motives and reasons$ esides the fact that #% do !alitative research, #% as an cons!ltin" firm is also speciali6ed in cond!ctin" !antitative research$ ased on a !antitative s!rvey insi"hts can be provided abo!t different relationships in the tar"et market of the client$
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Business intelligence #% /ons!ltin" s!pport the or"ani6ation of the client to or"ani6e and present mana"ement information to make the ri"ht decisions and th!s be able to steer the co!rse of the or"ani6ation$ .he !siness Intelli"ence sol!tions #% provide, "ives or"ani6ations insi"hts into data and seamlessly 0ith the strate"y and "overnance of or"ani6ations$ Accordin" to #% /ons!ltin" a "ood mana"ement information system exists from a compact mana"ement dashboard 0ith the deepenin" res!lts
Market strategy In a market characteri6ed by increasin" competition and rapidly chan"in" environment, a clear vision and strate"y is very important$ #% s!pport clients for years in the desi"n, mana"ement and s!pply chain optimi6ation$ .o"ether 0ith clients, #% develop the co!rse to sail$ #% /ons!ltin" do this based on thoro!"h market research and benchmarkin", companies in
#% /ons!ltin" can help clients 0ith; •
Market analysis and market strate"y ith bi" data applications #% can help clients to identify market opport!nities and trends$ .hese are translated into policies, into an appropriate strate"y and a roadmap to redeem this$
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Market entry Understandin" of competitor, c!stomer, channels, and s!pplier dynamics, as 0ell as other environmental factors$
Mergers & Acquisitions
In fact d!rin" a mer"er or ac!isition there is sim!ltaneo!sly a strate"ic or"ani6ational and ne"otiation process$ .he first process m!st lead to a clear pict!re of the added val!e of the tar"et company for the client5s strate"y$ After a possible a"reement to inte"rate those parts of the b!siness that are necessary for the intended syner"ies$ .he ne"otiation process aims to brin" an a"reement to establish a fair p!rchase price$ .he concl!sion co!ld also apply that an a"reement is not feasible$
Mer"ers and ac!isitions are a diffic!lt matter$ #% /ons!ltin" s!pport client5s in achievin" the "oals for syner"y$ #% has an extensive experience in mer"ers and
ac!isitions inte"ration processes and can assist client5s in all phases of the process$
Markets
#% /ons!ltin" is an cons!ltin" company 0hich operates in the cons!ltin" market mainly in the &reater /hina market$ 9!rthermore the company has a small n!mber of international clients from United States and several @!ropean co!ntries tho!"h the company is recently officially enterin" forei"n co!ntries like United States and in estern @!ropean$ .he "lobal cons!ltin" ind!stry 0as 0orth abo!t EFF4 billion dollar in )*1+ b!t its relatively ne0 in the market of /hina$ .ho!"h all the bi" international cons!ltin" companies s!ch as Mc%insey # /ompany, .he oston /ons!ltin" &ro!p, ain # /ompany, etc$ are represented in /hina and the estimated market val!e for /hina is E1F,( billion$ Since /hina become a member of the orld .rade Gr"ani6ation the demand for cons!ltin" be"an to rise rapidly and 0ith /hina5s relationship
2.3 Index numbers, turnover, proft #% /ons!ltin" is very ca!tio!s abo!t p!blishin" its financials and th!s the intern had barely access to the financials$ .his mi"ht be beca!se of the c!lt!ral differences, b!t altho!"h #% /ons!ltin" provided the intern 0ith some basic financials abo!t its operations 0hich are sho0n in the table belo0$
Year #urnover $et proft
213 62!2.,0/.44 632.2!.44
21! 6201.!'.44 63'.!4.44
21" 63,2.,3.44 6.,2'.44
&! Consulting financial figures
Unfort!nately #% /ons!ltin" did not provide any explanation or f!ll f inancial statement to the intern except of the above mentioned n!mbers and of the fact that the t!rnover and net profit of the year )*1+ year si"nificantly hi"her than the previo!s years and this 0as ca!sed beca!se of ne0 forei"n clients$ .he act!al provided n!mbers 0ere in enminbi and the intern has converted the rates to @!ro$ .he exchan"e rate !se for this report is 1;-$4 7H1 -$4 M$
2.! %rganisation Si"e
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#% /ons!ltin" is small si6ed firm 0ith 11 employees and t0o interns, nevertheless the small si6e of the company, it can be considered as 0ell or"ani6ed firm 0hich is able to react on ne0 developments on the market$ #eam and departments #% /ons!ltin" has fo!r departments 0hich are bein" directed by the /@G %in"sley Ma and those fo!r departments are !siness Development, :J9inance, Marketin"JSales, and esearch Department$ Gne intern is 0orkin" in the Marketin"JSales department b!t since the !siness Development department is 0orkin" very closely 0ith the Marketin" Department the intern is 0orkin" closely 0ith !siness Development as 0ell$ .he second intern is 0orkin" in the research Department ho0ever the intern is 0orkin" as 0ell a lot 0ith Marketin" and !siness Development$
9!rthermore the Marketin"JSales department has a mana"er and belo0 the mana"er there are three employees 0orkin" in the hierarchy$ .he department carry o!t all the marketin" related tasks and 0ith an international intern the mana"er desires to foc!s on attractin" international clients$ Since the company is small si6ed all the employees are 0orkin" closely to"ether and decisions are bein" made !ickly b!t there is a clear hierarchy$ .he esearch Department is responsible to carry o!t the reports and cond!ct the research for clients$ 2astly the 9inanceJ: has only one employeeJmana"er tho!"h beca!se of the small si6e of the company at the moment there is no need for other employees$ 9or a more clear overvie0 and str!ct!re of #% /ons!ltin" see Appendix F$)$
3. &esu'ts o( t)e interns)ip*s P+C cyc'e A$ Plan At the very be"innin" of the internship the intern had set !p of some personal "oals and some professional "oals to"ether 0ith the company mentor$ All the tasks of the internship 0hich 0ere assi"ned to the intern 0ere related to the "oals 0hich 0ere set !p$ eside those tasks the intern had to perform an internship assi"nment as 0ell$ All the professional "oals, personal "oals and the internship assi"nment has been approved by the company mentor and the school s!pervisor$
.he intern 0ill !se the >lan, Do, /heck, Act cycle to reflect on the >ersonal Development d!rin" the internship$ .he professional "oals are based on ( competences 0hich are as follo0; 1$ orkin" Systematically )$ 9ormin" opinions 3$ >ro activity F$ Gral /omm!nication +$ 2earnin" capacity -$ Sensitivity J 9lexibility ($ Inte"rity
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9!rthermore the intern had set !p as 0ell 4 personal "oals 0hich are ill!strated in the table belo0$ 1
Gr"ani6in" the o0n 0ork effectively, by means of plannin" the ob'ectives, time and activities, 0hereby attention is "iven to main topics and immediate problems$ >resentin" a verbal and 0ritten report in relation to the activities or st!dy implemented$ Ac!irin" experience 0ith f!nctionin" in the everyday practice of a company$ Ac!irin" an improved insi"ht in the level and nat!re of the positions 0ithin a company$ Ac!irin" experience 0ith 0orkin" in a professional or"ani6ation$ Ac!irin" an improved insi"ht in the vario!s marketin" application possibilities$ Application of 7theoretical kno0led"e and skills < ac!ired d!rin" the st!dy < in practice, by means of implementin" an act!al assi"nment$ Improvin" kno0led"e and skills re!ired for f!nctionin" in the professional field$ Improvin" the motivation to contin!e 0ith the st!dy 0ith an increased effort$
) 3 F + ( 8 4
B$ %o
At this part of the >D/A cycle the intern 0ill describe all the tasks 0hich 0ere performed d!rin" the internship and f!rthermore the internship assi"nment 0ill be shortly disc!ssed as 0ell$ .he intern 0orked on the follo0in" tasks d!rin" the internship; :oldin" presentations abo!t the company for potential and existin" clients$ @xpandin" the potential client list$ /reatin" content for the company 0ebsite in @n"lish$ !ildin" a ti"hter relationship 0ith the excitin" c!stomers$ /reatin" and improvin" the internal and external comm!nication channels$ /reatin" a t0itter acco!nt for the company$ Updatin" information on the social media acco!nts of the company$ Implementin" the recommendations re"ardin" comm!nication of the company$ Searchin" for ne0 attractive international markets$ St!dyin" and "ainin" kno0led"e abo!t the A!tomotive, /hemicals, and :ealthcare ind!stry$ • • • • • • • •
• •
.he daily tasks the intern 0orked on are listed belo0;
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>lacin" posts on .0itter and &oo"leK$ Ans0erin" emails of international c!stomers$ Ans0erin" phone calls of international c!stomers$ Searchin" for ne0 c!stomers on 2inkedIn and other channels$ Approachin" potential clients$ Attendin" the daily meetin" of the Marketin" department$ S!pportin" other employees in the Marketin" department 0hen needed$ &atherin" secondary information abo!t the @!ropean and US market for the esearch department$ >rovidin" information to c!stomers re"ardin" the services the company is providin"$ .he intern had to 0ork on many other activities 0hich occ!rred d!rin" the internship$ Gne of the most learnin" activity 0as 'oinin" the /@G d!rin" meetin"s 0ith international clients or international potential clients$ .his activity enables the intern as 0ell to 0ork on the internship assi"nment by cond!ctin" s!rveys for the internship assi"nment research and "atherin" f!rther explanation re"ardin" the s!rveys$ esides the meetin"s 0ith clients the intern received the assi"nment to or"ani6e the t0o 2inkedIn acco!nts of the company$ In total both of acco!nts has aro!nd 3+** connects and the task of the intern 0as to provide each connect 0ith ta"s 0hich makes the acco!nts 0ell
lan by performin" the Daily tasks and exec!tin" the Internship Assi"nment$ 9!rthermore the intern has made an eval!ation of the >ersonal "oals before and after the internship 0hich is bein" explained in the table belo0 and the entire form is incl!ded in this report as Appendix F$3$ orking systematically Before .he intern had diffic!lties meetin" the deadlines at the be"innin" and needed more time to f!lfill his tasks$ 9!rthermore the 0orkin" environment 0as ne0 and the co!ntry and city as 0ell$ .his had to chan"e and the company mentor made that clear to the intern at the first eval!ation as 0ell d!rin" 0ork$
After At the end of the internship the intern had 0orked hard to improve the 0ork flo0 and 0as adapted to the ne0 environment$ .he intern has fo!nd the ri"ht place 0ithin the company and this res!lted in more motivation for the intern as 0ell$ At the end this skills have been "raded "ood b!t the intern has to keep 0orkin" on this in f!t!re$
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'orming opinions Mohammed 0as in the be"innin" of his @vent!ally the intern has learned internship sometimes very direct b!t seein" thin"s and solvin" problems that had to do 0ith c!lt!ral differences$ from different an"les$ In the f!t!re the 9!rthermore the intern is f!lly a0are of intern has to keep developin" this skill opinions and facts$ .ho!"h he in order to have an even better f!t!re$ sometimes looks at a problem from one an"le$ .he intern need to learn thinkin" more broad$ Pro activity .he intern 0as at the be"innin" active 9!rther in time the intern improved b!t did not take al0ays initiative$ and 0as m!ch more pro
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the company 0hich is totally different from the estern c!lt!re$ .he first advice 0as as 0ell to perform the tasks ri"ht a0ay and in case for explanation to ask for additional information to the Marketin" mana"er or company mentor$
by the intern$ Since the intern is ea"er to learn and develop, in the f!rther sta"es of the internship Mohammed start askin" more and more and 0anted to keep "ro0in" and developin"$ .his as 0ell the reason that the intern is al0ays 0elcome to 'oin the company on a f!lltime 'ob offer$
%$ Act .he intern is really happy ho0 the internship t!rned, tho!"h the first co!ple 0eeks 0ere really diffic!lt d!e the c!lt!ral differences and the ne0 environment$ Gne of the main points 0as the lon" ho!rs, the intern 0oke !p at (AM and 0as arrivin" at home at (>M in case there 0as no overtime at 0ork$ !t the intern 0o!ld start adaptin" to the ne0 environment !icker in the f!t!re$ .his 0ill enable the intern to be more motivated and active from the start$
.he intern have to keep 0orkin" on the received advice 0hich is mentioned above in the table for the f!t!re$ .he intern 0ill act the same re"ardin" the enth!siasm and ea"erness to "ro0 and develop$ .he intern sho!ld foc!s on the follo0in" point in the f!t!re; Adapt faster to ne0 environments e a0are of the conse!ences of actions before makin" decisions$ e more a""ressive in sales Sho!ld improve 0ritin" Sho!ld absorb kno0led"e faster Sho!ld be more realistic in expectations Sho!ld keep improvin" the I/. skills s!ch as Microsoft >o0er>oint • • • • • • •
!. ppendices !.1 Interns)ip ssignment -$ ,ntroduction
.he intern had set !p the to"ether 0ith the company mentor the follo0in" internship assi"nment =an external comm!nication analysis and a plan 0hich indicates ho0 the external comm!nication can be improved5$ .he act!al
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assi"nment 0as to cond!ct an analysis for internal comm!nication as 0ell b!t in cons!ltation 0ith the company mentor the internal part 0as deleted from the assi"nment and instead the implementation for the external comm!nication 0as added to the assi"nment$ After co!ple intervie0s 0ith the employees for the internal comm!nication it became already clear 0hat had to be improved and the company mentor kne0 already most the res!lts$ So that 0as one of the main reasons for the ad'!stment of the assi"nment and the implementation of the recommendations 0o!ld be beneficial for the company and a tremendo!s learnin" process for the intern as 0ell$ 9!rthermore it 0as mentioned by the school s!pervisor that a comm!nication analysis is act!ally a part of the 0hole marketin" analysis since comm!nication is one of the F >5s$ eali6in" that fact the main foc!s of this 0hole assi"nment has shifted to the implementation part tho!"h the analysis and recommendations are the essence of this implementation part$ .he problem description of this assi"nment is, in order to s!ccessf!lly improve the external comm!nication, the c!rrent external comm!nication 0ill be analysed and based on that recommendations 0ill be made f or the #% /ons!ltin"$ @vent!ally all the recommendations 0ill be implemented to achieve the desired res!lts$ .he ob'ective of this assi"nment is to provide #% /ons!ltin" 0ith a report 0hich indicates 0hat the company sho!ld improve before officially enterin" the Markets of United States and estern @!ropean co!ntries$ ased on the ob'ective the follo0in" central !estion is set !p =ho0 can #% /ons!ltin" improve the external comm!nication in order to officially enter the forei"n markets of United States and estern @!rope 0ithin the period of one year5$
.$ esearch method
9or this assi"nment the intern has chosen to !se a s!rvey to "atherin" information and after0ards analyse the data of the s!rveys$ .he company mentor has provided the intern 0ith contact data of 1F c!rrent and old clients 0ith 0ho the company has a "ood relationship till the day of today$ All of this clients are forei"n clients, this is needed in order to !nderstand the forei"n clients thinkin"$ Since the forei"n markets are the relevant s!b'ects of this 0hole research and assi"nment$ 9!rthermore the company mentor has advised to cond!ct the s!rveys face
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find o!t 0hat the reasons are behind each ans0er and by doin" this it 0ill enable the intern to make more acc!rate concl!sions$ eside this reason the intern can expand his net0ork and practice comm!nicatin" 0ith act!al clients$ .he 0ay of cond!ctin" the s!rveys and intervie0in" the participants at the same time 0ill increase the validity of the research tremendo!sly$ esides this it is easy to arran"e a meetin" 0ith the participant since the company provided the intern 0ith all the contact information and allo0s the intern to take time to meet the participants for the s!rveyJintervie0s$ 2astly all the !estions of the s!rvey are open !estions and the intern chose for this type of !estions to ac!ire "ood content for the res!lts of this assi"nment$ .he intern has made a s!rvey 0hich is incl!ded in this report as Appendix F$+$
-usiness card to give to t)e c'ients during t)e surveyintervie/ to expand t)e net/ork o( t)e intern
/$ esults
After havin" all the intervie0s 0ith all the 1F participants, the intern start makin" the res!lts of the s!rveys$ Some of the res!lts 0ere predictable b!t there 0ere as 0ell some s!rprises especially to the company /@G$ elo0 for each !estions the res!lts have been described$ L!estion 1 .he ma'ority of the participants of the s!rvey ans0ered this !estions by noticin" that they 0ere satisfied 0ith the comm!nication b!t it can be improved a lot$ @specially the @n"lish of the ma'ority of the employees is not s!fficient at all 0hich makes it diffic!lt to comm!nicate by phone$ comm!nication by email is
1!
m!ch better b!t not all the employees !se the 0ork email to comm!nicate 0ith clients$ L!estion ) Accordin" to the ma'ority of the participant of the s!rvey the company 0ebsite is not "ood and informative$ In the content of the 0ebsite there are a lot of "rammar mistakes and ne0 content is barely !pdated$ 9!rthermore the company sho!ld be more active thro!"h social media accordin" all the participants$ L!estion 3 Accordin" most of the participants the company is very flexible 0ith their responses even there is a h!"e time difference bet0een the client and #% /ons!ltin"$ L!estion F All the participants noticed that they 0o!ld like to bein" !pdated abo!t the company in "eneral by social media and the company 0ebsite$ Specially for clients 0ho for the first time have contact 0ith #% /ons!ltin" and they are abroad an Skype call 0ill create more tr!st bet0een the t0o parties$ 2astly the re"!lar marketin" employees sho!ld improve their @n"lish and learn the international comm!nication standards and r!les$ L!estion + .he ma'ority mentioned that they 0ere in "eneral satisfied abo!t the responses d!rin" the cooperation tho!"h most of the time another employee 0as respondin" on re!ests 0hich ca!sed sometimes conf!sions$ L!estion .he ma'ority responded on this !estion 0ith face
0$ Conclusions
After havin" "athered all the data from the s!rveys and analy6in" the data the intern had to make concl!sions$ 2ike before mentioned some res!lts 0ere s!rprisin" the /@G and it needs !r"ent improvements$ .he first concl!sion is that clients or potential clients mi"ht "et the feelin" that the company is not able to operate on an international level since most of the employees have an ins!fficient level of @n"lish, especially the oral part$ 9!rthermore some employees are not al0ays considerin" the international time difference for meetin" the deadlines$
10
.he second concl!sion is that not all the employees are !sin" the official 0ork email to comm!nicate 0ith clients$ .his sho0s lack of professionalism amon" the clients and f!rthermore not all the employees has an official lay
1$ ecommendations
.he final step of this report is the most important one, 0hich is the recommendations$ ased on the concl!sions the intern has made recommendations for #% /ons!ltin" re"ardin" the external comm!nication, tho!"h the intern has to implement all the possible recommendations$ .he first recommendation is that the personnel !r"ently needs to improve the @n"lish oral skills$ .his 0ill res!lt in better ima"e of the company and the expectations of professionalism amon" the forei"n clients 0ill increase$ etter kno0led"e of @n"lish 0ill also increase the chance of s!ccess in the ne0 markets of United States and the estern @!ropean co!ntries 0hich the company 0ant to enter and "ro0 in$ 2astly this 0ill also help the !nderstandin" bet0een #%
1
/ons!ltin" and the clients better 0hich definitely 0ill res!lt in better relationship bet0een the t0o parties$ 9!rthermore the employees sho!ld also expand their kno0led"e abo!t the c!lt!ral differences since most of the employees have never been abroad of /hina or have forei"n friends$ .he second recommendation is that the 0ebsite of #% /ons!ltin" sho!ld be redesi"ned and ne0 clear content m!st be p!blished re"ardin" the methodolo"ies, services, ind!stries, and abo!t the company itself$ .his 0ill ill!strate the international involvement of the company and at the same time attract potential clients$ .his recommendation 0ill be implemented by the intern$ .he third recommendation is that each client sho!ld have one employee assi"ned to comm!nicate abo!t the pro'ects the company is !ndertakin" for certain client$ .his 0ill make the comm!nication bet0een the t0o parties easier and more 0ell< ordered$ eside this the employees sho!ld !se al0ays their official 0ork email to comm!nicate 0ith clients and the email lay
2$ eferences 7outen.$ 7orggre%e.$ & 7oo. 824129. Instructions "lan o) Approach. +e%enter: a#ion ; chool o) Marketing & International Management. 7urns$ A.C. & 7ush$ R.. 82449$ Marketing Research$ )th edition$ all. aunders$ M.$ Le5is$ ". & ?hornhill$ A. 8244/9$ Research Methods or 7usiness tudents$ )th edition$ >arlo5:"earson ducation Limited.
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1,
!.2 %rgani0ationa' c)art
1/
!.3 P%P orm "ersonal +e%elopment Internship ?his e%aluation )orm @usties the de%elopment needs )or a clear insight o) the )ollo5ing general competencies: orking stematicall 8A19 orming opinions 8A29 "ro acti%it 8A29 (ral Communication 873&7!9 Learning capacit 8A!9 ensiti%it B le#ibilit Integrit ach competence can be e%aluated on a scale o) t5o e#tremes and stipulated beha%iour 8component9 can be @udged. I) a stipulated component cannot be @udged$ lea%e this )orm blank. ach )orm is meant )or a total e%aluation o) each competence. e reuest the student and the compan mentor to ll in the )orms in the !th 5eek o) the internship and discuss the results. 7ased on these discussions impro%ements can be made on certain aspectsBcomponents. ?he student can process the impro%ement pointers in a personal de%elopment plan and 5ork at this the 5hole internship period. At the end o) the Internship the compan mentor lls in the )orms again and discusses the proceedings 5ith the student. orking stematicall 8A9 Description: Structures work to reach goals/targets; prioritises; how and when tasks should be realised, monitors progress.
!.3 P%P orm "ersonal +e%elopment Internship ?his e%aluation )orm @usties the de%elopment needs )or a clear insight o) the )ollo5ing general competencies: orking stematicall 8A19 orming opinions 8A29 "ro acti%it 8A29 (ral Communication 873&7!9 Learning capacit 8A!9 ensiti%it B le#ibilit Integrit ach competence can be e%aluated on a scale o) t5o e#tremes and stipulated beha%iour 8component9 can be @udged. I) a stipulated component cannot be @udged$ lea%e this )orm blank. ach )orm is meant )or a total e%aluation o) each competence. e reuest the student and the compan mentor to ll in the )orms in the !th 5eek o) the internship and discuss the results. 7ased on these discussions impro%ements can be made on certain aspectsBcomponents. ?he student can process the impro%ement pointers in a personal de%elopment plan and 5ork at this the 5hole internship period. At the end o) the Internship the compan mentor lls in the )orms again and discusses the proceedings 5ith the student. orking stematicall 8A9 Description: Structures work to reach goals/targets; prioritises; how and when tasks should be realised, monitors progress. %aluation o) personal ualities o) the intern obser%ed during the internship. elect one e%aluation le%el )or each area b marking under that le%el that represents the intern*s per)ormance. 7eha%iour that sho5s 5orking according to plan
7eha%iour that does not sho5 a planning.
24
trongl agree
Agree
?ries to nd the cause o) problems$ does not oDer solutions too uickl.
trongl +isagree (Ders solutions 5ithout tring to nd the cause o) the problem.
21
+isagree
trongl agree
Agree
Keeps appointmentsBpromises$ arri%es on time.
trongl agree
Agree
Makes appointments about results deadlines$ the 5a o) 5orking
+isagree
+isagree
trongl +isagree Is careless in relation to appointmentsBpromises )orgets or comes too late.
trongl +isagree +oes not make clear appointments
22
trongl agree
Agree
Checks regularl 5hether heBshe is still on the right track.
+isagree
trongl +isagree
+oes not check 5hether heBshe is still on the right track.
(%erall assessment on the competenc 5orking on schedule:
23
A)ter 1, 5eeks 5eak
a%erage
strong
#planation: Mohammed has improved his competency of working according schedule! and this happened since he has found his place in the company. "his has also resulted in higher motivation during his work.
+e%elopment goals and Actions +o ou ha%e an pointers ho5 the student can )ocus on this skill in the period aheadE
2!
orming (pinions 8A29 +escription: is able to )orm opinions and e%aluate 7eha%iour that sho5s thought)ulness in )orming opinions. trongl agree
Agree
7eha%iour that sho5s arbitrar
trongl +isagree (Ders solutions 5ithout tring to nd the cause o) a problem.
?ries to nd the cause o) the problems$ does not oDer solutions too uickl.
trongl agree
Agree
Collects rele%ant in)ormation
+isagree
trongl +isagree Collects too little or no in)ormation
20
+isagree
trongl agree
Agree
Is a5are o) ma@or issues$ is able to )ormulate the core o) the problem.
trongl agree
Agree
eparates opinions )rom )acts
trongl +isagree +isagree Is unable to separate ma@or )rom minor issues is too detailed.
trongl +isagree +isagree +oes not separate opinions )rom )actsF @udges opinions to be )acts.
2
trongl agree
trongl +isagree +isagree Ackno5ledges that a problem can be +oes not ackno5ledge that a problem can looked at )rom diDerent anglesF is able to be looked at )rom diDerent anglesF tunnel connect diDerent problems. %ision. (%erall assessment on the competence )orming opinions A)ter 1, 5eeks 5eak a%erage strong #planation: Mohammed knows e#actly how to e#press his opinion and is fully aware of the di$erence between opinions and facts. +e%elopment o) goals and actions +o ou ha%e an pointers ho5 the student can )ocus on this skill in the period aheadE
Agree
2'
"roGacti%it Description: takes initiatives, is aware of opportunities and takes actions accordingly, is able to make choices and take responsibility, anticipates possible problems. %ehaviour that shows a pro&active 7eha%iour that sho5s little proGacti%it attitude in attitude.
2,
trongl agree
Agree
Acti%el proposes ne5 tasks or a diDerent plans o) action
trongl agree
Agree
?ries to sol%e problem b himBhersel)
trongl agree
Agree
Agree
?akes initiati%e
trongl agree
Makes choices$ sas esJ or noJ$ e%en i) not all conseuences are clear et
trongl +isagree +isagree ()ten 5aits till others tell himBher 5hat to do.
trongl +isagree +isagree Hets stuck in complains and ob@ections regularl
trongl +isagree +isagree Limits himBhersel) to 5hat is asked.
trongl +isagree +isagree "ostpones making choices$ gets stuck in 5eighing pros and cons.
(%erall assessment on the competence proacti%it A)ter 1, 5eeks 5eak
a%erage
strong
#planation: Mohammed has become more and more pro&active during his internship, especially during the last period he has improved regarding this competence. +e%elopment o) goals and actions +o ou ha%e an pointers ho5 the student can )ocus on this skill in the period aheadE
2/
(ral Communication Description: 'ommunicates e$ectively with di$erent people; e#presses him/herself clearly and listens actively; content and form of presentations are in tune with audience and goal. 7eha%iour that sho5s good communicati%e skills
7eha%iour that sho5s 5eak communicati%e skills
34
trongl agree
Agree
+isagree
+isagree
uickl sho5s core o) the matter: is able to separate ma@or )rom minor issues.
trongl agree
Agree
Is understandable$ tempo is good$ has energ and enthusiasm in presenting
trongl +isagree >as dicult seeing the core o) the matter: too much in)o$ too minor issues$ message unclear.
trongl +isagree Is dicult to )ollo5$ talks too )astBtoo slo5$ has a monotonous 5a o) presenting.
31
trongl agree
Agree
Listens: poses rele%ant uestions$ summaries$ engages eeG contact$ acti%e listening
trongl +isagree +oes not appear to listen$ poses no rele%ant uestions$ does not engage in ee contact$ is passi%e.
32
+isagree
trongl agree
Agree
Reacts adeuatel to uestions or ob@ections: understands and asks additional uestions i) necessar.
trongl +isagree +oes not react adeuatel to uestions or ob@ections$ disposes o) them as un@ust$ does not understand them and does not ask additional uestions.
33
+isagree
trongl
5eak
agree
Agree a%erage
+isagree strong
trongl +isagree Checks 5hether message has come across: communication +oes not check #planation: Mohammed has e#cellent skills.5hether message has come summarises$ poses uestions acrossF does not pose uestion
Development of goals and actions Do you have any pointers how the student can focus (%erall assessment on the competence oral communication: on this skill in the period ahead( A)ter 1, 5eeks
3!
Learning abilit 8A!9 Description: is able and motivated to learn from e#periences; is active in ac)uiring knowledge, skills and attitude, motivated to continue developing 7eha%iour sho5s learning abilit 7eha%iour sho5s little learning abilit.
30
trongl agree
Agree
Asks )eedback about per)ormance and results 85hat 5ent 5ell$ 5hat not and 5hat could impro%e9
trongl +isagree +oes not ask )or )eedback or ignores )eedback recei%ed.
3
+isagree
trongl agree
Agree
>as room )or other people*s opinions$ thinks along constructi%el$ poses uestion.
trongl +isagree Is con%inced o) personal opinions and hold on to them$ sas es$ butJregularl
3'
+isagree
trongl agree
Agree
ees criticism as in)ormation about the eDect o) hisBher reactions: asks acti%el )or )acts and e#pectations
trongl +isagree ees criticism as a personal attackF is inclined to de)end himBhersel) or attacks back
3,
+isagree
trongl agree
Agree
Is able to acuire ne5 kno5ledge or 5as o) 5orking uickl
+isagree
trongl +isagree >as dicult to acuire ne5 kno5ledge or 5as o) 5orking uickl.
(%erall assessment on the competence Learning abilit: A)ter 1, 5eeks 5eak
a%erage
strong
#planation: Mohammed is eager to learn and he has changed his e#pectations since * advised him during our last evaluation. Development of goals and actions Do you have any pointers how the student can focus on this skill in the period ahead(
3/
ensiti%itBle#ibilit 8A39 Description: takes interest and sensitivity of others into account 7eha%iour that sho5s sensiti%it 7eha%iour that sho5s little sensiti%it
!4
trongl agree
Agree
Reacts 5ith understanding )or other people*s position or moti%es$ e%en i) heBshe disagrees.
trongl +isagree ho5s little understanding )or others and does not )eel himBhersel) understood
!1
+isagree
trongl agree
Agree
+isagree
+isagree
?akes eDort to understand others
trongl agree
Agree
?alk 5ith respect about clients$ colleagues$ the organisations
trongl +isagree Is primaril )ocused on deli%ering hisBher o5n stor$ sho5s little a5areness o) interests or )eelings o) others.
trongl +isagree ?alks 5ith little respect about clients$ the organisation$ complains indirectl
!2
trongl agree
5eak
+isagree
trongl +isagree ?akes norms and %alues o) organisation into Acts and @udges solel )rom personal norms and account 8culture9$ especiall 5hen these diDer %aluesF nds it hard to compl to organisational )rom personal norms and %alues norms and %alues$ especiall 5hen these diDer )rom personal ones. trongl agree Agree
Agree
a%erage
strong
Bote; .he assessment 0as after 18 0eeks, it is a typo$
(%erall assessment on the competence Learning abilit: A)ter 1, 5eeks
!.! +ay 'ists +agenli@st +ist of Days orked +it )ormulier s.%.p. %olledig in%ullen en direct na de beoordeling %an de stage en bespreking met en ondertekening door de bedri@)smentor sturen aan: -lease complete this form and submit to the *nternship raduation Desk 0see address below1 at the end of the internship period. -lease note that this form needs to signed by your company mentor2 a#ion Academie Marketing & International Management B School of Marketing *nternational Management ecretariaat tage en A)studeren B *nternship raduation Desk stagede%enter.mimNsa#ion.nl ?el. O31 8490'4 43434 "ostbus 041$ '!44 AM +P
Poornaam 3irst name Mohammed
(pleiding 'ourse
C C portmark eting R&K Consulting Ltd.
7edri@) 'ompany
Mr. Kingsle Ma Mr. H.=.". +ankers
!3
tudentnr. Student 4r . 331,,0
IBMS
tageperiode *nternship -eriod
' eptember 2410 ; 10 =anuar 241
-lease 7ll in this form noting day and month 0dd/m1 for every working day. *f you have been absent indicate with either S! for sickleave, or 5! for absence stating reasons overleaf2 Maand Month September Ma Mon
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!." urvey samp'e #% /ons!ltin"; /omm!nication s!rvey
1$ Are yo! satisfied 0ith the comm!nication bet0een yo!r company and #% /ons!ltin", and 0hyC NNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNN NNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNN NNNNNNNNNNNNNNNNN$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ )$ :o0 can #% /ons!ltin" improve its external comm!nicationC NNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNN NNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNN NNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNN$$ 3$ hich part of the external comm!nication is performed 0ell at the moment by #% /ons!ltin"C NNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNN NNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNN NNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNN F$ hich comm!nication tools 0o!ld yo! like to !se to comm!nicate 0ith #% /ons!ltin"C NNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNN NNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNN NNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNN +$ Are yo! stratified abo!t the responses yo! receive from #% /ons!ltin"C NNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNN NNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNN NNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNN$$
-$ In 0hich 0ay do yo! prefer to comm!nicate 0ith #% /ons!ltin"C NNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNN NNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNN NNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNN
!
!. 4nd eva'uation <+ PALA?I(< II" 7S ?> C(M"A
Ababakar
Mohammed
331885
R&K Consulting Ltd. Kingsley Ma 7 e!tember "#15 15 $anuary "#1%
Fail
Pass
Pass
Fail
Pass
Pass
' [if applicable]
8 '
[if applicable]
8 7 7 7 %
8 8 8 8 8 8
!'
!,
