Problem Solution: Global Communications

Problem Solution: Global Communications

"Communication refers to the process by which information is transmitted and understood between two or more people. Communication supports work coordination, employee well-being, knowledge management, and decision making," (McShane & Glinow, 2005, p. 31). Effective communication is faced with multiple problems in today's highly developed society. Technology is allowing our workforce to correspond by electronic mail (email) and instant messaging (IM); therefore, face to face contact is diminishing. Furthermore, technology permits international business opportunities causing economic pressures to increase because companies nation-wide are competing within the same market(s).

Telecommunication remains an important piece of the world economy and the telecommunication industry's returns has placed less than 3% of the gross world product. With this increased competition and advancement of technology. Telecommunications are constantly looking for ways to increase revenue, customer base, and profits. Consumers and investors are becoming increasingly interested in the competitive market by introducing new strategic products and services. Telecommunications industries are now faced with having to compete not only with local-long distance companies but also with cable providers. Global Communications is a telecommunications company facing obstacles in sustaining its competitiveness while respecting the rights of employees and stakeholders. In order to meet business needs and demands, GC's Management Team developed a plan to reduce operating cost approximately 40% by outsourcing several of their technical support centers to Ireland and India. The cons of this plan will leave many employees without jobs. GC biggest dilemma is attempting to overcome these objectives in order to once again become a leader in the local market while effectively satisfying the expectations of all applicable stakeholders.

Situation Analysis

The growth of technology allowed other companies to compete within the telecommunications business. As a result, GC's revenue depreciated about 50% forcing employees to a reduction in salary and benefits. Furthermore, shareholders' investments and profits are at risk. Several decisions had to be made quickly in order to keep the company from going under, so executives at GC decided to compete with local phone and cable companies by partnering up with wireless and satellite companies to serve its small business and consumer customers. Furthermore, GC senior leadership team rushed to execute a plan that excluded important inputs and concerns from the Technologies Workers Union. This plan was approved the Board and news was revealed to the workforce through grapevine. Due to the executives' lack of communication with the union, conflict between the two organizations became the focal point instead of the GC move to become competitive. View Table 1 for Issue and Opportunity Identification Examples. Table 1 is located at the end of this analysis.

In this scenario there are several viewpoints that have to be taken into consideration. GC has a commitment to live up to the ethical principles: accountability, respect, and loyalty, even when confronted with personal, social risks, and economic pressures. GC's shareholders will be affected if a plan for improvement is not implemented. These people deserve a right to know the status of the company. Furthermore, they should be allowed to vote for future changes within the company. If all these things are done, customers will stay loyal to Global Communications. Management should learn how to increase revenue and profits without excluding other organizations from future decisions. The union should strive to keep all employees best interest at heart, and then they will build a healthy relationship with the workforce. When the workforce is happy, one can expect better job performances. Refer to Table 2 for examples.

Problem Statement

GC aspires to be a single source for all of their customer's needs by offering integrated products and service solutions to business in the community. This goal is feasible with the plan GC has constructed. GC is planning to expand into the intercontinental market. In doing so, GC will be able to supply enhanced telecommunication services to their small business and consumer customers. GC created alliances with a satellite provider to offer video services as well as a satellite version of broadband. GC partnered with a wireless provider to allow for better connectivity and accessibility for their customers. Even company information hosted in mainframes can be accessed remotely. In addition, the executives are looking to cut cost that will increase company profits and increase its marketability. With aggressively taking this approach GC will become one of the leaders in the telecommunications. There are several challenges that exist but with the team at GC coming together to overcome all dilemmas and issues everybody could soon be in a win-win situation. That will offer long term stability for everybody.

End-State Vision

GC will have weekly or monthly meetings for all parties/organizations who have any part in future planning. This will allow people from different organization to communicate what problems/ideas they have with one another. "Effective communication occurs when the sender's thoughts are transmitted to and understood by the intended receiver," (McShane & Glinow, 2005, p. 31). All employees including management should attend communication workshops to learn effective communication. In next six months, GC and the union will come to an agreement that is desirable for the all stakeholders. Then GC will regain a strong market throughout the US by providing awesome customer service and support to customers who are committed and loyal to their old and new services. Increase revenue foresees long term visions of profits and makes bigger and better business vendors. GC will be able to offer employees more job security with the increased revenue and strengthen the employees trust to the company.

Alternative Solutions

Benchmarking Research was conducted in effort to help GC find potential solutions its problems. "Generic benchmarking is looking beyond your own industry for the best practice. Generic benchmarking can be done in a number of very different ways. You can look for a single company that is known for having the best practice in the area you are addressing. Generic benchmarking could also be used in an area such as fining best practices for change management or transformational leadership," (Maul, pg