Global Communications: Gap Analysis

Gap Analysis: Global Communications

Over the past three years, Global Communications stock has dropped from $28 per share, to $11 per share. The decrease in stock is due to an increase in competition in the telecommunications industry, forcing Global Communications to restructure their strategy. Global Communications has decided to outsource their technical call center to India and Ireland, which will give Global Communications the technical sophistication their customers are demanding from their technical sales people. However, by outsourcing these jobs to India and Ireland, Global Communications must lay off thousands of domestic technical call center employees. Due to a lack of communication between Global Communications and the Union, the Technology Workers Union has chosen not to support Global Communication's new strategy in outsourcing the technical call center positions to India and Ireland and will not partner with them unless Global Communications restructures their global strategy.

Situation Analysis

Issue and Opportunity Identification

Global Communications has three primary issues that face it in implementing its new business strategy: restructuring its technical call centers, developing a more sophisticated technology for its customers and re-establishing its professional relationship with the Technology Workers Union.

Stakeholder Perspectives/Ethical Dilemmas

Global Communications has four primary stakeholders: board of directors, employees, senior leadership management team and the Workers Technology Union. In the implementation of Global Communication's new strategy, all stakeholders have been affected immensely.

Within three years, Global Communications must increase their market share in the telecommunications industry in order to survive in the competitive industry. Global Communications can attain this increase in market share by outsourcing their technical call center jobs to India and Ireland. In doing so, the technical call center employees will be able to provide the technological sophistication that Global Communication's customers are demanding.

However, because Global Communications did not communicate their plan of action to outsource their technical call center jobs to India and Ireland with the Technology Workers Union, this has created a negative impact on their professional relationship. Global Communication must negotiate with the Technology Workers Union and get them to buy into the concept of outsourcing their technical call center positions globally. In order to retain quality employees, Global Communications must clearly and effectively

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