Gap Analysis: Global Communications

Gap Analysis: Global Communications

Global Communications is a telecommunications company that is trying to improve its presence in the telecommunications industry. With an increased compition Global Communications has decided to improve profitability by creating a partnership with satellite provider and increasing services to its small business and consumers market. They are also planning on using new technology to allow new call centers to be opened up in Ireland and India.

Situation Analysis

Issue and Opportunity Identification

Global Communication is a company that is needing to improve its profitability by taking advantage of new technology in customer service. The new use of the telecommunication technology does not limit a call center to be located in the country being serviced. The only thing that is needed is that the personnel of, the call center need to speak the same language as the customers calling. This is technology allows a company to place a customer service call center anywhere on the globe that is the least costly to manage.

Katrina Heinz, Communications Chief Executive Officer, of Global Communications has determined that there is a good opportunity to reduce operating cost of Global Communication by moving the call centers to Ireland and India. Because Katrina is from Europe she does not see all of the issues that this will cause with the unions. There have also been recent negations with the unions that happened before Katrina was hired, where the unions reduced education and health benefits by over 20% to help the company.

Stakeholder Perspectives/Ethical Dilemmas

There are two primary stakeholders that are conflicting in this company conflict. They are Katrina Heinz and Maria Antez. Katrina is the new Chief Executive from Europe. She was hired to increase revenue and raise profits thru globalization of the company. Maria Antez is the Vice President of the Union, in the last session of negotiations the union did allow the company to reduce education and health benefits by over 20% to help the company, keep jobs in the United States.

Sy Rodriguez and Joel Thompson were instrumental in the last negations. They both seem to the see public relations problem as well as the loss of valuable employees as a result of Katrina’s desire to improve profitability by moving the call center to Ireland and India.

Nancy Everhart the vice president of small business and marketing sales has been tasked to increase the sales to small business and needs to be able to support this endeavor. She foresees needing 1000 addition technical support personnel. Katrina says she has no need to worry because these employees will come in the Ireland and India locations. The people there will be able to support them.

End-State Vision

Global Communications is improve profitability and revenue by increasing their global business outlook. They will do this by improving there revenue by advancing their small business opportunities that will be supported thru technological support centers in Ireland and India.

Gap Analysis

Global Communications now faces the dilemma of improving profitability and increasing revenues by innovative use of new technology. The management sees the new technology as providing an easy way to give phone support from any place on the planet. They view this use of technology as allow the company to place the call centers in a location that provides the lowest labor cost.

The current management needs to improve their relationship with the union in the United States. They should use the increased business opportunities in the Small Business and Marketing arena to open the new call centers outside of the current geographical area of operations. They should not use the new methode of doing business as a reason to reduce the United States work force.

With increases in business you will be able to transfer new business to a new location. But they will not have to change the current business. This will show the employees in the union that the management does value their work.

Conclusion

Global Communication has formulated a plan to improve profits and revenue thru the use of new telecommunications technology. By allowing companies to take advantage of decreased labor cost in emerging economies such as Ireland and India.

Global Communications needs to improve current employee relations while increasing the Chief Executives objective of aggressive globalization. Global needs to keep their current work force until the new call center are in operation.

References

University of Phoenix: Global Communications Scenario, Retrieved November 19 2007, from Phoenix rEsouse, simulation. Com MBA 500.

McShane,

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