Global Communiations Gap Analysis

Running head: GAP ANALYSIS: GLOBAL COMMUNICATIONS

Gap Analysis: Global Communications

University of Phoenix

Gap Analysis: Global Communications

At some point all companies, new or old, large or small, are faced with dilemmas. What separates successful companies from all the rest; is the ability to identify the problem and quickly and efficiently arrive at a solution. This paper will use key concepts to decision making. In addition, we will study the Global Communication Scenario and: identify issues this company is faced with, establish the stake holders and the dilemmas that they each face, and ultimately find a way to achieve our end state goals.

Global communication is faced with several issues and concerns. According to the company’s overview, like many other telecommunication companies, Global is under tremendous economic pressure. The stock for this company once held a value of 28$ a share. Now the stock price has diminished by 50% in the last three years (UOP scenario, 2007). One reason is increased competition from cable companies. These cable companies are providing a total package. This package consists not only of cable, but telephone and internet services as well.

In order to counter act this financial strain, Global Communication is going to have to make what is known as a non-programmed decisions. Non programmed decisions are those made without anything to reference them to, no precedent, or any other models in place (Bateman and Snell, 2004). “Important, difficult decisions tend to be non-programmed”(Bateman and Snell, 2004). Global Communications plans on outsourcing the technical call center to both India and Ireland (UOP, 2007). Outsourcing will do two things for Global Communications: save the company money and help lead them toward the goal of becoming a more global powerhouse. (UOP scenario, 2007) Another issue that Global communication is facing is the problem with the Technologies Workers Union. No one in the union was properly informed. Where was the communication? “Effective communication is vital to all organizations because it coordinates employees, fulfills employee needs, supports knowledge management, and improves decision making.” (McShane S.L. (2005). “Communication is also a key ingredient in employee satisfaction and loyalty” (McShane, 2005). The union workers have realized that by outsourcing that many of them will lose there jobs. Not only did many of them lose there benefits, but now there jobs as well. Because they did not use effective communication, the union workers feel cheated like it was a covert operation in which there rights were infringed upon. As a result the union workers are going to take matters into their own hands and look out for themselves. This ties in with the concept of emotional intelligence. “The more emotions that are positive, the more we form positive attitudes toward the organization and various aspects of it.” (McShane, 2005).

Global communications has to take on the role of master juggler. Several balls are up in the air. Each ball is representative of a major stakeholder. In this scenario the stakeholders are: the shareholders, the employees who encompass the union, and the customers. Now Global communications has a tough job because they have to keep all the balls in the air, while keeping in mind the rights, values and interest of each of these major stakeholders. Katrina Heinz, Global Communications Chief Executive officer dropped one of the balls. She did not communicate with Maria Antez, Vice President of the Union. Instead, she let Maria find out about the new plan through the “corporate grapevine” (McShane, 2005). “The grapevine is an unstructured and informal network founded on social relationships rather than organizational charts or job descriptions (McShane, 2005). Now Maria looks bad and may have loss all creditability to the union president and to the rest of the union. As a result of this lack of communication, there is now a conflict between the union and the senior lead team. According to Merriam Webster’s online dictionary, conflict is defined as “mental struggle resulting from incompatible or opposing needs, drives, wishes, or external or internal demands (Merriam Webster, 2008). Basically, they are forcing the union to accept its decision, whether they like or not. “Individuals or groups who are forced to accept a choice they oppose will not be committed to the decision and may even try to undermine it.” (Gomez and Balkin.2002). With that much conflict none of the major stakeholders will have their needs met, or there