Gap Analysis Global Communication

Running head: GAP ANALYSIS: GLOBAL COMMUNICATIONS

Gap Analysis: Global Communications

Melissa Maldonado

University of Phoenix

Gap Analysis: Global Communications

The revolution of information technology is currently breaking organizational hierarchy, boosting communication, and creating a new art of production. Globalization is leading to increased competition, and customer satisfaction is the key word to ensure survival and competitiveness (Fida Afiouni, 2007). In this paper the reader will understand the breakdown of Global Communications Senior Leadership Team and how they plan on making the company global. Along with what measure they have taken to make cut backs in the company. To make the company increase revenue, profit and keep up with competition. The reader will also learn how Global Communications decided not to involve there employees in the decision making process and what affects it had on the company.

Situation Analysis

Issue and Opportunity Identification

Global Communication has decided to do some cut backs to make the company more profitability. The Senior Leadership Team of Global Communications has decided to downsize their domestic call centers. Some call center reps would be relocating to expand consumer call centers and the majority of call center reps will be let go. All of the call center reps that are relocating will have to take a 10 percent salary cut, due to the fact that consumer call centers operate on a lower budget then small businesses. With this in mind Global Communications will increase their revenue and profits through this downsize.

Another cost cutting decision the Senior Leadership Team made was to relocate their call centers to India and Ireland to globalize the company which give the company a break on there financial situation. Relocating to India and Ireland gives small business owners the increased technical sophistication that they are looking for when doing business with a global company.

Global Communication leadership team has decided what is in the best interest of the company. They have decided what it is going to take to keep up with competition to be a more profitable company. The leadership team did not take into consideration on what effect this would have on the union and the employees. Without them considering the effect of this downsizing and relocation it has lowered morale issues and impacted productivity significantly.

Global Communications also needs to take into account the different personalities that they will encounter in this journey. For example, the personalities of Andre Mustov and Maria Antez conflict with the personalities of the leadership team. Conflicting personalities can cause conflict between people working together and getting things done. But you get to see everyone’s weakness and use it to your ability to get things done.

Stakeholder Perspectives/Ethical Dilemmas

The Senior Leadership Team decided on what goes on with company without communication from the union and the employees. The leadership team wants to make the company global and more profitable. In order to get his done there will be some downsizing and relocating of call center reps and the call center its self. The union and the employees are not seeing the benefit of this decision. The union headquarters is calling this move unethical, a ploy to manipulate around the current contract conditions. The leadership team sees it as maintaining viability as a business. They also see it as the growth will lead to more jobs in consumer and large business (Global Communication, 2007). The union is tying to figure out what is going on they just took a benefit cut in there health and education but yet Global Communications want to relocate call centers to India and Ireland when they already have them in the United States. Employees are trying to figure out why they have to take a 10 percent cut in salary when they were not the ones that decided this move. If both the union and the employees were notified of the situation that was going on and asked for solutions to the situation or how they felt about it there would not be some much conflict. There could have been other ways to make the company more profitable and keep up with competition instead of outsourcing and having to retrain employees to do a job in another country.

End-State Vision

Our vision is what drives Global Communications. We are to be the recognized leader in communication by providing high quality, value-added information services. By achieving this vision we will satisfy an ever increasing number of clients and be integral to their success. We will generate consistently high returns for shareholders and provide meaningful challenges and rewards for our colleagues (First Data).

Gap Analysis

Global Communications has achieved their goal to become the number one communications network globally. Global communications has learned from there past experience when it comes to dealing with issues in the company and they have come up with a plan so that this does not happen again. Global Communications has put together a team of people within the company from each department. The team meets once a month with management to discuss issue that the company is having or will have. Global Communications Senior Leadership Team has learned that communication is the key to a successful business and that getting the insight from different parts of the company helps to make decision to better the company and the employees and union.

Conclusion

In this paper the reader has learned some of the issue and opportunity identified. They have also learned the stakeholder perspectives and ethical dilemmas along with the Global Communications end of state vision. The reader will also learn how Global Communications dealt with the gap analysis the company had and how they solved the problem. In table 1 the reader will found a list of concept the company used and the opportunities they had. In table 2 the key stakeholders where identified. In table 3 the reader will learn about Global Communications End-State Goals for its company in the future. For a company to become successful they must remember that the key to success is communication without it there is no success.

References

Fida Afiouni (2007). Human Resource Management and Knowledge Management: A Road Map Toward