Problem Solution: Global Communications

Running head: PROBLEM SOLUTION: Global Communications

Problem Solution: Global Communications

Lee Ann Rouse

University of Phoenix

Problem Solution: Global Communications

Global Communication (Global) is seeing and feeling what every other company in the industry is Ð'- too much competition; to resolve this issue, Global has plans to grow into the international market. In doing so, Global will be able to provide better telecommunications services to their small business and consumer customers. Global has even partnered with a wireless provider to allow for better connectivity and accessibility for their customers. In addition, the executives have looked into ways to cut cost that will increase company profits and increase its marketability.

Before Global can reach these desired ends, the company must first look at the problems individually and implement solutions. In doing so, Global will weigh the pros and cons of each and determine which of the solutions will be most beneficial to the company and to the industry as a whole.

Describe the Situation

Issue and Opportunity Identification

There are five issues and two opportunities that are awaiting Global in their quest for total domination in the telecommunication industry. In the following paragraphs, we will discuss each briefly. The issues are: disgruntled employees, harmed union relationships, employee loss, lack of stockholder confidence and cultural differences.

The outsourcing of jobs to Ireland makes the current employees feel that their past job performance has not been one of top performance. The morale of the employees could be that of disgruntled and uncaring, the work could be lackluster at best. If Global would offer the employees a chance to learn the new technology such as onsite training, the customer service being provided would be superb and cost efficient with no out of pocket cost to the company; especially if someone within the company conducted the training.

The harmed relationship with the union is one that will take some working to correct. The union officials feel that there was good rapport between the two entities and now they, the union, have been slapped in the face with the talk of moving jobs overseas and their not being informed or at least given a heads up. The executives feel that speed was of the utmost importance and everyone that was on a need to know basis "knew" what was going on. This lack of communication may very well have hurt the company, because this has opened the door for the union to start employee walk offs as a form of retaliation for the loss of jobs and pay cuts that are impending.

Global may face employee loss to the competition. The employees may see the treatment that they are receiving as a reason to leave and seek better pay and benefits elsewhere, taking with the knowledge and experience that they have obtained throughout their careers at Global. This employee loss will cost Global more than employees; it will cost them time and money. The time that the company had invested in training these employees and the money that was used to employ them over the years.

The loss of the employee trust is nothing compared to the loss that the company will feel when their shareholders lose their confidence in the company. The shareholders are the reason for the company's existence, the shareholders are why the company performs, makes a profit, has customers, has the desire to "make it" in the international market. Without the shareholders, the company does not exist and losing their confidence is like losing the company's reason.

Let's say the company doesn't face disgruntled employees, doesn't have harmed relationships with the union, doesn't lose employees to the competition, or doesn't lose the confidence of the shareholders; what would the company be facing by going international Ð'- cultural differences. How would Global overcome these issues?

Even with the issues facing Global, there are opportunities that are present. The company can use the outsourcing of jobs as a tool to take advantage of the technological advances being made in Ireland. The employee pool would be better trained and skilled for the telecommunications industry, this would be a cost saver to Global. Global would hire from the local employee pool.

Additionally, Global could also use outsourcing as a way to cross train current employees with employees in Ireland, sending them to Ireland for two weeks to train and return with the knowledge to share with their fellow employees. Also the alliance with the wireless provider will enhance the services already being provided to the current customers and open the door for more customers.

Stakeholder Perspectives/Ethical Dilemmas

The stakeholders facing this problem are the employees, the union, the executives, and the shareholders. Each has their own set of dilemmas that they are focusing on and perceive to be of the utmost importance above all others. However, in order for Global to succeed and overcome this potential problem each stakeholder will have to give and take and become one for the company.

For example, the employees are concerned whether or not they will get to keep their jobs? Will they be paid comparable wages should they take another position within the company? Will they receive employee benefits, especially with the last contract negotiation the way it was? The Union officials are concerned with the aspect of the company retaining union employees? Will the lines of communication remain open? Thus far, or at least in the last couple of weeks, there has been a lack of communication between the two entities. The executives have the biggest concern, in their eyes, how to increase market share in the international market without increasing company cost, thus increasing company profit and in doing so is the company being ethical?? Of course, the shareholders want to increase their profit and dividends, but at what cost to the company?

But, how does Global make this entry into the international market without confronting their ethical dilemmas? Are the employees willing to take a pay cut? Would the employees be willing to pay more for their health care benefits, if this meant more take home pay for them? What about the union, has there been a breach of contract between the company and the union on the earlier contract that was just negotiated? What employees' will Global keep on board,