Global Communications Problem Solution

Running head: PROBLEM SOLUTION: GLOBAL COMMUNICATIONS

Problem Solution: Global Communications

University of Phoenix

Problem Solution: Global Communications

Global Communications (GC) is a telecommunications company that is struggling to maintain a competitive edge in the industry. The company’s profitability has been affected by an ever-increased market of providers. Global Communications is studying ways to increase profit, while implementing cost-cutting measures.

While it would appear that GC is on the right track by providing expanded services and by reducing costs via outsourcing of call centers, there are major flaws in GC’s approach. There is a severe lack of research. GC also has serious communication issues, which will ultimately compromise its ability to effectively move forward.

This problem solution research paper will look at the issues and opportunities facing GC. Major stakeholders will be identified. The problem statement and end-state vision will be clarified. Alternative solutions will be selected and analyzed for maximal outcome. To aid GC with a problem solution, the optimal solution will be identified, with an accompanying implementation plan. Finally, there will be an evaluation of results section to establish exactly how to measure the proposal’s success against the end-state goals.

Situation Analysis

Issue and Opportunity Identification

Global Communications is facing too much competition. Local, long-distance and international markets are all competing for the same business. Cable companies, offering package deals, especially hurt GC. Global Communications is now looking for ways to become a viable leader in the global marketplace.

Global Communications has the opportunity to realize growth through the introduction of new services in order to maximize company profitability.

Maximizing is making the best possible solution. The maximizing decision realizes

the greatest positive consequences and the fewest negative consequences. Maximizing results is the greatest benefit at the lowest cost, with the largest expected return. Maximizing requires searching thoroughly for a complete range of alternatives,

carefully assessing each alternative, comparing one to another, and then choosing or creating the very best (Bateman & Snell, 2004, p. 13).

GC plans to target small business and consumer customers who will now be served in both local and long-distance markets across the country. An alliance has been formed with a satellite provider to offer video services and satellite broadband. Cost-cutting measures are also being consideredвЂ"mainly, outsourcing call centers to India and Ireland. Before implementing these changes, GC has the opportunity to conduct research to compare how other corporations have faced similar dilemmas and to benchmark how other industries have successfully implemented the changes GC is considering.

Outsourcing the technical call centers to India and Ireland will have a major impact to company employees. There will be resulting layoffs and a reduction in pay for remaining employees, but will cut costs for the company. Global Communications has the opportunity to implement an employee compensation program to ease the transition. While there may be a decrease in company morale, outsourcing might be the optimal cost-cutting method. “Optimizing means that you achieve the best possible balance among several goals” (Bateman & Snell, 2004, p. 13). While layoffs are not ideal, they may be necessary in order to achieve the goal of company profitability.

Another method to increase employee morale is to reconfigure the hierarchical communication structure. Global Communications did not include employees in the planning process. Management did not conduct surveys or seek feedback. The company did not hold any town hall meetings to inform employees of the changes being considered. There was no plan in place for informing employees, the Union or the media.

Global Communications can develop a communication model, wherein methods of obtaining employee feedback are outlined and implemented.

Hierarchical communication is defined as those exchanges of information and

influence between organizational members, at least one of whom has formal authority

to direct and evaluate the activities of other organizational members. This communication pattern involves information exchanged downward from manager to employee

and upward from employee to manager (Kreitner & Kinicki, 2004, p. 23).

Additionally, the Technologies Workers Union was not included in the planning process. The Union is not pleased, feeling it looks foolish. The Union is now refusing to cooperate and is threatening legal action. Global Communications can improve the partnership with the Union by maintaining clear lines of open communication. This will aid in the negotiation process.

Negotiation does not happen in a vacuum; it is conducted in organizations by

designated agents, aiming at advantageous contract formation with another organization. Additionally, throughout the negotiation process, it is important to keep in mind what is required for the resulting contract to be able to be successfully implemented (Slentz, n.d., p.1).

Stakeholder Perspectives/Ethical Dilemmas

The major stakeholders identified include Global Communications. GC’s issues center around company profitability in an increasingly competitive market. The industry suffered a huge blow when cable companies began offering all-inclusive package deals. GC now sees the growth of new services and globalization as keys to remaining competitive. The company values employee retention and employee satisfaction, as evidenced by the company logo “Our Edge is People.

Another stakeholder is the small business customer, who is looking for expanded services at a low cost. Of particular interest to the small business customer will be video services, a satellite version of broadband and anytime Internet access using wireless telephone or PC cards. GC’s current plan will offer increased services, but will the customer be truly satisfied? If the media