IMPACT OF COMMUNICATION TECHNIQUES ON BUSINESS PROCESS OPTIMIZATION. A CASE STUDY OF SMALL AND MEDIUM SCALE ENTERPRISES IN LAGOS STATE.

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IMPACT OF COMMUNICATION TECHNIQUES ON BUSINESS PROCESS OPTIMIZATION. A CASE STUDY OF SMALL AND MEDIUM SCALE ENTERPRISES IN LAGOS STATE.

Abstract

This study investigates the impact of communication techniques on business process optimization, using SMEs in Lagos as a case study. Effective communication is crucial for the optimization of business processes, particularly within Small and Medium Scale Enterprises (SMEs), which often face unique challenges in their operations. The research explores how various communication methods—ranging from traditional face-to-face interactions to modern digital platforms—affect the efficiency, productivity, and overall performance of these enterprises.

The study employs a mixed-methods approach, combining quantitative surveys and qualitative interviews with SME owners, managers, and employees in Lagos. The findings reveal that the use of clear, consistent, and timely communication techniques significantly enhances business process optimization. Effective communication contributes to better decision-making, streamlined operations, and improved customer relations. However, the study also identifies barriers such as technological limitations, communication overload, and cultural factors that can impede the optimization process.

The results underscore the importance of adopting tailored communication strategies that align with the specific needs and capabilities of SMEs. The study concludes with recommendations for SMEs to invest in communication training, leverage digital tools, and foster a culture of open communication to drive business process optimization and sustain competitive advantage.

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