Analysis of internal communication : case study Sandvik SMT Market Service

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Large scale companies have massive information flows in their administrativedepartments. This often creates problems when there is a lack of communication bothinternally and with internal partners such as sales units.Sandvik SMT Market Service (SBMS) is no exception in this case. They got bigproblems with their communication with the sales units especially when it concerns themail traffic and routing of information. Today SBMS have three regional mailboxeswhere 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 longresponse times.Therefore the market service manager Jonas Hofvenstam wanted us to investigate thisproblem area with the possibility of segmenting the mailboxes including a tagging systemand to perform a review of the sales tools portal in order to shorten the response timesand decrease the mail traffic.The outcome of this paper was suggestions/proposals regarding how to structure thecommon mailboxes, illustration of a tagging system for the mails and suggestions of howto improve the sales tools portal. We also made recommendations o...