Situation Analysis and Problem Statement: Global Communications

Opportunity Identification

First, Global Communications will become more competitive by engaging in a partnership with wireless and satellite providers. This partnership will offer new services to consumers and small business customers. Customers always want to know that they are receiving the best services possible and that is why Global Communications will be outsourcing to India and Ireland. Both of these countries have the advanced technical knowledge to lead Global Communications to the next dimension. In order to provide the best customer service possible, Global Communications will offer employees a 15% retention bonus if they relocate. Employees that get laid off will be provided career counseling which will aid them in finding another job. The Union-Company relationship has been tarnished because the Union was never consulted about the outsourcing decision. Employees showed their loyalty by giving up 20% of there education and health benefits to help the company. This is why Executives and the Union will negotiate a way for the union to be consulted more. In turn, Global Communications will gain positive PR press by showing loyalty to employees. (UOP, Global Communications Scenario, 2006) Why exactly are the stakeholders at such a stand still?

Stakeholder Perspectives/Ethical Dilemmas

The stakeholders in this process are the consumers, small business customer, the Union and Executives. Each of the stakeholders has a different vision for the company. The executives want to do whatever is necessary to increase Global Communication shares over the next few years. Increasing these shares is a necessity if the profits are to continue to grow. Over the last three years GC Shares have dropped by over 50%. (UOP, Global Communications Scenario, 2006) The Union would like Global Communications to stay loyal to their employees as they have done in the past which will help gain back the good PR press. Employees have given up various benefits to help the company become more profitable, but Global Communications is still willing to lay-off loyal employees instead of training them to be more technical savvy. Stakeholders must realize that the number one priority is to please the consumer and small business customers. Consumers and small business customers deserve to have a variety of services available to them as well as the technical support to back these services up if needed.

Problem Definition (Step 2)

Global Communications will increase profitability through partnerships, providing the best customer and technical assistance available by outsourcing to India and Ireland, continuing to maintain a loyal employee-company relationship by offering career counseling and 15% retention bonuses, maintaining a good repoire with the Union by including them in all decisions affecting the employees directly.  (UOP, Global Communications Scenario, 2006) These solutions will help guide Global Communications to the future but what goals will they meet in the end?

End-State Goals (Step 3)

Global Communications will once again be a leader in the telecommunications realm by offering local, long distance, satellite and wireless services to its consumers. Consumers and Small business customers will get the most advanced technical support from India, Ireland and current Global Communication employees. The employees Union will gain the respect of becoming a viable entity within the company when major decisions are made. The employees that will be laid off will get the assistance of career counselor which helps them to gain future employment.

Conclusion

In conclusion, Global Communications need to increase there profit shares by outsourcing to India and Ireland to reduce unit costs, forming partnerships with satellite and wireless providers to offer consumers and small Businesses a variety of services, improving employee morale thorough counseling and retention bonuses, and  by offering the most advanced technical support in the industry. (UOP, Global Communications Scenario, 2006)The goals that have been set by Global Communications will take a few years to reach the highest potential. All  the stakeholders must come to an agreement because teamwork will be essential to attain the success which Global Communications desire.

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References

Business Challenges ( 2003 ). AT&T Knowledge Ventures. Retrieved April 23, 2006 from http://www.Business.att.com.

University of Phoenix. (2006). Scenario. Global Communications Scenario. Retrieved April 23, 2006 from the University of Phoenix Student/Faculty Website: http:ecampus.phoenix.edu.

Table 1

Issues

Table 2

Opportunities

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Table 3

Stakeholder Perspectives and Ethical Dilemmas