Global Communications Problem Solution

Running head: PROBLEM SOLUTION: GLOBAL COMMUNICATIONS

Problem Solution: Global Communications

Shonta Mosely

University of Phoenix

Problem Solution: Global Communications

Global Communications is a company trying to be more competitive in the telecommunications market. Within the last three years they stock has declined more than 50 percent. In this paper I will identify the issues and opportunities of Global Communications as well as identify the stakeholders and their values. Also, I will identify the alternative solutions to their existing problems, risk assessment for the suggested alternative solutions, the optimal solution, and lastly the implementation plan to deal with the problem. Using effective communication and decision making, Global Communications will become a global company able to compete in their market.

Situation Analysis

Issue and Opportunity Identification

Global Communications like many others in the telecommunications market are trying to overcome economic pressures. One issue they are facing is the rapid decline of their stock within the last three years. With this issue management has to implement a plan quickly to handle the situation. The telecommunication market has tremendous competition, which is also an issue for Global Communication. They must develop a plan that will allow them to compete. Management has decided to outsource call centers to India and Ireland to decrease cost. This action will cause an issue with the employees and the Union. The best way to be fair to the employees would be to use creative thinking for alternative ways to cut costs. Continental Communication, Inc. a multi-billion dollar giant industry was faced with a similar issue of facing a decision of dismissing 20% of their employees. With using teamwork and creative thinking they decided on a plan that would decrease cost and raise their productivity (Inside Story, Continental Communication Inc.). If outsourcing is the best solution to their issue they should find a way to effectively communicate with their employees of their upcoming business decision. Employees should be told by management of their plans to decrease pay and potential layoffs. "Grapevine information is sometimes so distorted that it escalates rather than reduce employee anxiety" (McShane & Glinow, 2005. p.90). Another, issue they are facing is their lack of internal communication. The representative for the union had to find out from the grapevine some important issue that would affect the employees. They should use effective communication skills. All members of management should be informed of important manners. The representative for the Union should be aware of all major business decisions. "Face-to-face interaction is usually better than written methods for transmitting emotions and persuading the receiver" (McShane & Glinow, 2005. p18).

Stakeholder Perspectives/Ethical Dilemmas

Unfortunately, the rapid decline in the company's stock has forced management to come up with a solution quickly. The price of their stock dropped from $28 to $11 per share within three years. They have decided on two plans to promote growth. One plan would be to offer new service to its consumers by partnering with a satellite company. The other plan is to decrease their cost by outsourcing call center jobs to Ireland and India. The Union was not involved in this decision and would like the employees to receive fair treatment. Global Communications has been known to have a good relationship with their employees. It is important that they take the necessary steps to continue this reputation. Employee moral will decrease with knowledge of salary decreases and layoffs. It is important for Global Communications to look into all alternatives and try to negotiate a plan with the Union. Consumers are also stakeholders who would benefit from effective plans to become more competitive. It would allow them to have efficient service at a competitive price.

Problem Statement

The two problem statements for them are: Global Communications will cut costs by improving the quality standards worldwide. Global Communications will increase profitability by improving operational effectiveness worldwide. To solve their problems management decided on two plans. The first plan it to partner up with a satellite company to provide consumers with more options of service. The second plan is to reduce their cost by outsourcing some of the technical cost centers to India and Ireland. Companies tend to outsource to other companies for cheaper labor rates.

End-State Vision

Global Communications will provide better services to their consumers by growing into the international market. First, they plan to introduce new service to their consumers by offering more features. Partnering with a satellite provider to offer video services and satellite version of broadband allows them to compete with cable companies. Management has developed cost cutting measures to decrease cost and raise productivity. To do this they will market themselves on an international level. With strategic planning the company will achieve the goal of becoming a truly global resource. Implementing the plan in a timely fashion they should see an increase in profits within the first year of implementation. Management has decided to implement their plans using some SMART (Specific, Measurable, Attainable, Realistic, Timely) goals. They should have monthly meeting to ensure that they are staying on track. Set certain standards and levels of increase for each month and make sure that they are working in a timely manner to reach their goals. Over the next few years, Global Communications will use effective communication to implement their plans and keep a good reputation.

Alternative Solutions

Global Communications should use benchmarking to generate alternative solutions. Gaining the knowledge of other company's best practices can have a serious impact on the way they conduct business. One alternative solution could come from Ford. Management recognized that moral was down at Ford, they recognized employee's emotions and most importantly understand where they went wrong in their communication strategy to shareholders. Like Global, communications this could cause key players to loose trust and confidence in the organization. Ford "Visions of