Problem Based

Running head: PROBLEM SOLUTION: GLOBAL COMMUNICATIONS

Problem Solution: Global Communications

University of Phoenix

Global Communications Problem Solution:

Rapidly changing technology and informational systems is changing the world and the workplace. Ethical dilemmas, insecure stock market trends and the growing competition are some of the things driving companies today. The foundation of any successful business are Emotional intelligence, Organization Communication and Organization Commitment.. These three concepts should be addressed to maintain a strong and powerful work force.

Global Communications, once a leader in the telecommunication industry, is now facing economic pressure. Competition has increased in recent years which provide better services and better products to their customers. Global Communications market shares have plummeted due to their inability to compete with the local and long distance telephone companies and the cable companies.

The company grapevine and the media’s involvement obscured the communication of Global Communications plans to the organization which caused major concerns with the stakeholders. “The Communication process involves forming encoding and transmitting the intended message to a receiver who then decodes the message and provides feedback to the sender. Effective communication occurs when the sender’s thoughts are transmitted and understood by the intended receiver (McShane& Glinow, 2005). Companies have used different strategies to evaluate the performance of their company over the years. One essential tool that companies have found useful is Benchmarking. Benchmarking is basically finding the best practices of companies who have faced and solved problems similar to ones faced by your company.

In this paper I will discuss Global Communications issues and opportunities, stakeholder perspectives and ethical dilemmas. Using the nine steps outlined in the problem based learning scenario I will determine a problem statement, give an end state vision, propose an alternative solutions from benchmarking, give an analysis of those solutions, take a look at the risk and mitigation of those alternatives, take a look at the optimal situation, create an implementation plan and determine the end results of that plan.

Issue and Opportunity Identification

Global Communications main issue here is the competition which has increased tremendously over the past three years. Every type of communication system is competing for the same business, local and long distance. The cable companies are able to provide complete solutions that encompass, computers, television and regular old telephone systems. In order for the company to remain solvent it must offer new products and services while devising a plan to decrease cost and increase profits.

The senior team is in the process of introducing a reconstructive plan that will offer new products and video services. Partnership with a wireless provider will allow their small business customers to access the internet anywhere with a PC or wireless telephone.

To cut costs Global Communications plan to move some of the call centers to India and Ireland. This outsourcing will reduce the cost of handling calls and save the company money. This outsourcing will also cause current employees to lose 10% of their salary, relocation of their families, or the lost of their jobs.

Global Communications inability to discuss their plans with the Union has caused an adverse relationship between the two. “First organizations depend on the ability of people to coordinate their individual work efforts toward a common goal” (McShane & Glinow, 2005).

“By improving decision making, knowledge management, employee needs and coordination; company can progress and retain the name in communication industry. Workplace communication has a significant effect in organizational performance” (McShane& Glinow, 2005).

Stakeholder Perspectives/Ethical Dilemmas

The stockholders are stakeholders and may have the most to lose if the company folds. They have invested their money and expect a return on their investment. They are not happy with the status quo due to the depreciation of the shares by over 50%. These shares which were once at $28 are now at $11. In order to promote the long-term growth of the company, the employees have recently conceded to a reduction of benefits and now face salary decrease relocation and job loss. The company is faced with the possible loss of productivity due to the morale of the employees. The company is known for treating their customers well and this may send a different message. This may send a different message. The Union is not happy with the negotiations they feel like the moves by Global Communications were unethical. They are in the opinion that there was contract manipulation by Global Communications.

Global Communication is faced with the ethical dilemmas of lost of trust, morale and loyalty by their stakeholders They are faced with the moral dilemma of whom they consider the most valuable to them. “In most conflicts, more than one issue is at stake and each party values the issues differently. The outcomes available are no longer a fixed-pie divided among all parties. An agreement can be found that is better for both parties than what they would have reached through distributive negotiation. This is integrative negotiation” (Bazerman & Neale, 1992). Global Communications must improve in technology and growth and cut cost in order to get a head of the competition. Should this be at the expense of the employees? Is capital gain more important than human gain? This is yet another dilemma Global Communications must consider.

Problem Statement

Global Communications will become a leader in the telecommunications industry in the next three years, by providing new products and developing and utilizing the tools necessary to make good business decision.

The reconstruction plan implemented by the senior team insures that Global Communications will offer new products and services. Forming a partnership or merging with another company will provide other services and bundle packages that are currently not available. Outsourcing will cut labor costs. These factors will propel Global Communications into a major leader in the telecommunications industry. The