The process of achieving a more effective internal communication : case study of BP Oil Refinería de Castellón, S.A

Abstract

their routine and activities. The aim is to determine if this department is capable of delivering good quality information. This department is in charge of sharing the plans and decisions taken in the company. At the same time it will be established if the personnel is capable of delivering clear messages. Misunderstandings can easily arise when the message is not transparent, therefore the receiver of the message can interpret it differently from the original meaning. We intend to demonstrate the importance of building the right channels of communication with the purpose of improving the productivity of the refinery. We will base the analysis of the dissertation on the brainstorm processes patented by Alex F. Orson to discuss the effectiveness of the Communication department’s activities. With the purpose of analysing the continuous growth of the department the root cause analysis (RAC) developed by Toyota Industries Co will be studied. This company started implementing the ‘5 Whys’ to analyse the quality of the activities. Later on, Kaoru Ishikawa created the fishbone diagram to detect the cause of a failure in a chain of actions; this analysis will be applied to the Communication Department to check if they know the best procedure to write a report. The Japanese company designed a successful program to help improve productivity (the Toyota Production System), they divided it in three parts: muri (‘overburden’), muda (‘eliminate wastes’) and mura (‘wastes’). We will analyse the ‘wastes’ in the Communication Department to provide a solution to eliminate them.