Gap Analysis: Global Communications

Running head: GAP ANALYSIS: GLOBAL COMMUNICATIONS

Gap Analysis: Global Communications

Erik Spencer

University of Phoenix

Gap Analysis: Global Communications

Global Communications has decided to outsource its technical support and layoff employees. The Senior Leadership team did not inform the Union before they pursued the plan. I will discuss the issues that have surfaced and the opportunities that Global Communications must realize to become successful. The issues include the lack of communication because of filtering and media richness, compounded with increasing rumors from the grapevine. "Communication refers to the process by which information is transmitted and understood between two or more people. We emphasize the word understood because transmitting the sender's intended meaning is the essence of good communication."(McShane and Glinow, 2005 p. 5-6)

In this scenario, three stakeholders have dilemmas and their interests and values are factored into their decision making. I think by improving their hierarchical communication and being able to negotiate by compromising will help. I have a vision and goals and if they are successful they would ultimately create a global presence in the industry for Global Communications.

Situation Analysis

Issue and Opportunity Identification

Global Communications has a variety of issues that should be looked at as opportunities to improve their communication. Media Richness is a concept that needs to be addressed, by using the proper type of communication it can resolve issues and misunderstandings more effectively. Filtering can be detrimental to a company especially when the CEO wants to only focus on the positive and disregard the information that could cause conflicting interests. I think when Katrina sent the e mail congratulating the leadership team for putting together a strategic plan, she neglected to address the outsourcing would include layoffs. Lastly, another issue is the corporate grapevine and how people should keep information confidential until the company makes an announcement. Maria, Vice President of the Workers Union, heard about the outsourcing from the Union's governing board meeting, even though she should have been directly involved. These are just some issues that have been identified in Global Communications and must be looked upon as opportunities to improve.

Stakeholder Perspectives/Ethical Dilemmas

Global Communications has three stakeholders that are comprised of the Shareholders, Senior Leadership team, and the Technologies Workers Union. Each entity has its own interests, rights, and values that have caused a dilemma. The Shareholders have invested in the company and have shares that have dropped considerably and want a change to keep from losing more money. The Senior Leadership team is interested in reducing labor costs by outsourcing; however, that is the dilemma facing them because of lack of communication with the Union. The Union is required to keep working conditions and better paying jobs available, but may have layoffs due to the proposed plan by the leadership team. I think that with negotiations and improved communication this will allow Global Communications to overcome any dilemma they will face.

End-State Vision

Our business, above all else, is about relationships. We will always put the customer first. We will work closely with each customer to deliver service that is best in class. Our objective is to provide value by delivering the best solutions for companies on the move, giving us a competitive advantage. By implementing hierarchical communication it will improve our structural integrity. We are committed to making Global Communications the company that people trust and rely on for all of their communications needs, by increasing market awareness, giving us a global presence.

Gap Analysis

The Senior Leadership team has a proposed plan to outsource its technical support to

reduce labor costs. The leadership team needs to communicate their goals to the Union more

effectively with a business plan and allow the Union to negotiate to achieve Global Communications ultimate goal of become a global presence. The communication barrier is the biggest challenge for Global Communications. Global Communication must foster a hierarchical communication style that allows managers and employees to have open lines of communication. "More organizations will understand the need to better engage employees to drive business results," says David Grossman, principal thought partner of David Grossman and Associates in Chicago. "They'll figure out how to tap that discretionary effort employees can give or withhold. We'll see an increased focus on internal communications as a means of driving market value and total return to shareholders." (Ewing, 2005 p. 10) I think with a proper communication plan in effect they will be successful in outsourcing and allowing growth to become a worldwide corporation.

I think that it will benefit Global Communications by benchmarking to see how other companies are performing in their industry. Benchmarking will allow Global Communications to see how outsourcing has had an effect on companies. The main goal of the gap analysis is to provide a study on how the business is doing and what can be changed to impact the future performance of the company.

Conclusion

The Gap Analysis is an effective tool in analyzing Global Communications and its resources. Global Communications has several issues but if they can establish a common ground it will allow them to become a leader in the industry. I think if they can implement change to improve the communication, outsource to lower labor costs, and increase revenue and profits to raise stock prices, they will survive and grow. With the hierarchical communication in place it will prevent the rumors through the grapevine and filtering of important information that has plagued the company thus far. The gap is now realized and Global Communications will meet consumer and shareholder demand as a company.