Shortly after my work-placement in Bank of Ireland Credit Card Services, I decided, with approval from the relevant authorities, to base my Final Year Project on the communication structure there. This would mean a thorough examination of the systems and structures of information dissemination in both internal and external networks, with particular attention paid to those external.
Bank of Ireland Credit Card Services is a large organisation and is divided into many departments, so interdepartmental communication needs to be fluent and constant. Among their main goals is to obtain 100% customer satisfaction, and this can be achieved through a two-way internal and external communication process.
Equipped with the necessary knowledge gained through primary and secondary source research, I sought the answer to the question posed by this Final Year Project. This question is straightforward: Is the communication structure in Bank of Ireland Credit Card Services effective? The answers will unfold during the course of my study. I have divided the work into three chapters; Communication Design, Communication Strategy and Effectiveness of the Present Communication Structure. In the chapter on communication design, I will outline the theories behind communication, and explain how it is possible to adopt an effective communication structure. My second chapter, detailing communication strategy, examines how the theories operate in a live organisation, and how Bank of Ireland applies these theories, if at all. Finally, my third chapter outlines whether the communication structure is effective in specific reference to the outcome of a broad survey, which I conducted.
With this in-depth knowledge I will offer some recommendations which may contribute to the communication in Credit Card Services, in order to help make its operations more efficient. This will contribute to the managers' primary goal of obtaining 100% customer satisfaction.