Global Communications Gap Analysis

I am an adult learner attending Phoenix University online. My anticipated award date is July, 2008. My goal is to make a change in the Human Resources arena within Federal Government.

Gap Analysis: Global Communications

Cheryl W. Lawson

University of Phoenix

February 25, 2007

Gap Analysis: Global Communications

The telecommunications industry is very competitive. Global Communications (GC) is a company in the telecommunications industry that is looking to increase its revenue, and become a global leader in the market.

As GC takes the necessary steps to increase its place in the market, the Executive Leadership Team they encounter conflict with the employee union, and were faced with the ethical dilemma of identifying employees to layoff. The following is a discussion of the issues faced by GC and the opportunities presented that lead to a positive outcome.

Situation Analysis

Issue and Opportunity Identification

Global Communications (GC) is a telecommunications company that has experienced a remarkable loss of profits in the industry. In an effort to retain its competitor status in the market, the Executive Leadership Team devised a plan to be submitted to the Board of Directors that included two initiatives; the first being the introduction of new services to its small business and consumer customers, second, implementing cost cutting measure that they expect to improve profitability. These two initiatives are believed to make Global Communications a viable competitor in the market on an international level, and become a global resource in the telecommunications industry.

GC realized an opportunity to downsize their domestic call centers and relocate their expanding international call centers to India and Ireland; the relocations are expected to reduce unit call center cost by 40%.

Prior to submittal of the aforementioned strategic plan to the Board of Directors, GC’s Executive Leadership Team entered contract negotiations with its employee union which resulted in a newly signed contract that would benefit the employee base and offer additional incentives to GC. The failure of GC to meet with union representatives to inform of upcoming changes certainly appeared to push