Global Communications Gap Analysis

Gap Analysis: Global Communications

With the onslaught of competition in the telecommunication industry, Global Communications has come under tremendous economic pressure. Over a three-year period, stockholders have seen their investments decline more than 50% and are now questioning the ability of the company's ability to rebound. "Local, long-distance and international markets are all competing for the same business but the industry suffered a huge blow at the hands of the cable companies, who stepped in to provide complete solutions encompassing computers, televisions and telephone service"

Global Communications publicly announced that it will outsource thousands of its technical support jobs overseas and a layoff is expected. Citing contract manipulation, the Union has spoken out against the strategy stating that Global Communications failed to look at the Union as a partner and all other options should have been evaluated prior to the decision to send union jobs overseas. The Union is threatening legal action.

This analysis looks at Global Communications' current situation, issues and opportunities and the stakeholders perspective. This analysis concludes with the considerations of the desired end-state vision, the current situation, and the course concepts.

Situation Analysis

Issue and Opportunity Identification

The competition in the telecommunication industry has placed Global Communications under extreme economic pressure and the industry suffered a tremendous loss in market share when cable companies offered complete solutions to its customers that covered telephone, computers and television services. Global Communications is in a position to expand and grow its market share by turning its goal of becoming a highly profitable global source of telecommunication services into a reality.

Global Communications' decision to outsource call centers overseas resulting in union layoffs will cause a major morale issue and impact productivity. With this implementation of this new plan, it may be difficult to retain good employees and hire new employees needed to grow the business since the Union announced that they will seek legal action against the industry. By excluding the union in the decision-making process the union may not be willing to collaborate with management in implementing the new plan and have threatened the industry with legal action. Global Communications is in the position to open discussions with the Union and rethink its' position by openly discuss and pursue potential opportunities that may not have been considered and may prove to more profitable to the organization and its stakeholders.

Stakeholder Perspectives/Ethical Dilemmas

The identification of stakeholders that are and may in the future be involved with Global Communication are: Stockholders, Employees, Customers and International contractors and employees. Consideration of each of the stakeholders interests, rights and values are as follows:

Stockholders - 1) Global Communications should respect the rights of all stockholders to be informed of companys' affairs and faithfully publicize information, and 2) it is the social responsibility of Global Communications is to secure optimum financial returns. 3) Any legal action against the industry can cause a further decline in Global Communications stock value, all efforts should be taken to prevent or mitigate any actions that would prove to be detrimental to the company's creditability and public image.

Employees - 1) When considering what current employees will be offered new positions, assign him or her to proper roles and functions based on his or her expectations, aptitude and abilities; 2) provide fair competitive wages and benefits, 3) encourage personal development and academic growth in order to grow with the company and be qualified for internal positions of elevation, and 4) Employees have the right to honest and open communication from Global Communications management:

Customers - 1) Private information about customers should be kept in strict confidence. With outsourcing services overseas, Global Communication will not have direct control over how customer information is handled. 2) Employees and contractors should supply customers with top quality services; and 3) customers should be charge a fair and reasonable price for the services provided with no hidden costs.

International Employees and Contractors - 1) The Company should respect moral values of the society and should conduct business suitable to the national sentiment, and should not engage in acts which in any way might be considered disharmonious, or harmful to the national economy; and 2) Standards to support