Situation Analysis: Global Communications

: SITUATION ANALYSIS: GLOBAL COMMUNICATIONS

Situation Analysis and Problem Statement: Global Communications

Carol A. Stone

University of Phoenix

Situation Analysis and Problem Statement: Global Communications

Global Communications finds itself facing a dilemma that many companies encounter in today’s shrinking world borders because of the internet and other technologies. Off-shore outsourcing has become an answer to reducing labor costs and increasing profitability while providing highly qualified technical support staff to the diverse marketplace.

With the influx of so many specialty communication companies, retaining market share in the communications industry is a constant challenge for Global Communications. They are faced with two issues, one of which is new ways to increase their technology services to both small businesses and individual consumers in the global markets. The second is maintaining effective relationships with all stakeholders and satisfying their wants and needs while turning a profit. Global’s decisions will determine the continued success of the company and its solvency.

Describe the Situation

Issue and Opportunity Identification

Maintaining open, honest communication between employees, the union, stockholders, consumers, small businesses, and out-sourcing countries is imperative. The union needs to feel they are a part of the process in determining how all this will take place with the least amount of destruction within the workforce. Although skeptical, employees view the steps being taken as a long-term solution because of the union leader’s participation in the recent contract negotiations. Stockholders need to be informed so they view the change as a step in positive upward growth improving their stock value. Consumers and small businesses that are targeted must realize the efforts and see the benefits by the technological advances. And finally, Global Communications must engulf themselves in the culture and practices of their outsourcing countries. They must also educate their overseas employees in who Global is and what they do. In doing so, they demonstrate their respect for the highly educated citizens they will employ.

Stakeholder Perspectives/Ethical Dilemmas

Because of its disregard for the importance of disseminating information to all stakeholders in a timely manner, the company is faced with the ethical dilemma on how to convince all parties that the outsourcing is better in the long run. After recent concessions made by the union, they are skeptical to believe what the company is proposing.

Stockholders must see a plan in place that demonstrates upward growth ensuring them of recovering their stock values. How secure is this outsourcing and will the new target market accept the Indian service suppliers well? All employees look to be treated fairly without any biases.

Frame the “Right” Problem

Global Communications needs to become a respected leader in the communications industry world-wide that allows it to develop ways to provide new and advanced technology, minimize costs, increase market share, and provide increased profitability to be shared by all stakeholders, while maintaining its “competitive advantage” insuring a reputation as an optimum customer service organization.

Describe the “End-State” Vision

At the end of three years, Global Communications envisions itself as a world leader in technology and the service of same through efficient call centers located in the U.S. and overseas. Developing alliances and partnerships with other communication specialist companies will enable us to offer new product lines to our individual consumers and small business markets. We pride ourselves on maintaining our “competitive advantage” and commit to the continued development of our employees so that they may prosper with Global Communications, as we have promised our shareholders.