Schaffner EMV AG, producer of electrical filters, is facing communication issues internally and with its subsidiaries. In addition, the internal knowledge sharing needs to be improved. This paper assesses the communication by analysing the newly introduced organisational values. As a new e-learning tool is about to be launched, it furthermore elaborates measures to support the knowledge sharing as well as the internal communication.

In Thailand and Switzerland, surveys with employees and interviews with managers have been conducted to detect inconsistencies. The structure to analyse communication was provided by David Berlo’s. Additionally, a report on Thailand’s cultural behaviour as well as research on cultural values was applied for comprehension for cultural background. As the client is interested in digital transformation, further research had been made as well. McKinsey provided suggestions on how to succeed with digital transformation and the role of knowledge sharing has been studied.

The primary research identified that employees and managers are generally satisfied with the provided communication tools. The main sources of miscommunication have been identified by the Swiss respondents as language skills, cultural difference and wrong usage of communication channels. For the Thais, the main causes for miscommunication were personal issues, language skills and technical issues. Further findings are, even though employees did not know the organisational values by heart, they are well understood. However, it has been noticed that in order to keep the values alive, there is a need for more follow-ups and continuous discussion. Regarding knowledge sharing, the participants clearly stated that the intranet and the quality management system need an update to make it easier to find documents and to provide a better overview. In order to improve the current situation, it is suggested to encourage face-to-face communication. Additionally, tips on how to correctly use Microsoft Teams are provided and it is recommended to introduce the enterprise social network Yammer. Finally, suggestions on how to succeed when launching the e-learning tool are listed.