Samenvatting

The employees of Philips deal with dozens, maybe hundreds of e-mail messages, memos or other internal related messages every day. Do the employees even open all of these messages? In order to be able to see how effective the internal communication is the Consumer Lifestyle (CL) Operations department needs to measure the response to be sure the message is heard, understood, and believed in the way they intended. The CL Operation department covers just one of many of Philips' functions. The CL Operations department has an audience of 3000-5000 people of office employees. This thesis will research the communication channels that are preferred by the employees of Philips. This will be done through surveys, in-depth interviews and desk research. This research will explore how effective the current communication channels are and what the right penetration for these channels is. The aim of the thesis is to help the CL Operations department improve their internal communications through the creation of internal communication processes that create a cohesive organizational culture. This paper offers an insight into the theoretical parts of communication and the statistical parts of the employees to measure the right penetration of the internal communication channels. This study is focused on the improvement of the internal communications at the CL Operations department. From strategy and planning, the channels that are used, the way of dealing with feedback from the employees and the ultimate way of measuring the effectiveness. Employees of the CL Operations department are satisfied with the internal communications. However, they do not find the communication channels effective. Some of the channels have a lot of improvement points in order to make them as effective as possible. Other channels are seen as quite effective but need a few changes. At the end of this research there can be concluded that through this research there is a better understanding of how effective the current communication channels are; a better understanding of the right penetration and the right frequency to have effective internal communications; a better understanding of the different generations and their needs.