efficient communication (unlike the OCR's examination blunders) is fundamental to an organisation such as the OCR exam board because it helps to:

• Keeps schools (the customers) up to date with organisational change and curriculum developments
• Minimises mistakes and errors (such as the one in the case study), thereby improving efficiency and productivity in the organisation
• Guide workers in the accurate direction in order to accomplish organisational objectives
• Enhance or Preserve OCR's reputation and organisational image
• Encourage organisational efficiency in order for the OCR to compete with its rivals
• Helps to get better working relationships (or prevents potential conflict) since misunderstandings are likely to be minimised
• Prevents parents and schools losing confidence in the organisation, thereby preventing them from switching to competitor examination boards such as the AQA or IBO
• Gain feedback in order for the organisation to repeatedly improve
• Enhance the management of communications, especially since OCR deals with clients from around the world.