Problem Solution Global Communications

Problem Solution: Global Communications

Problem Solution: Global Communications

Business has been diminishing for Global Communications within the industry and the time has come for the company to implement proactive measures to gain revenue, increase the customer base and reduce overhead expenditures. There is a need to identify the sole purpose of the business losing revenue and ranking within the industry. In using the 9-step problem-solving process (University of Phoenix, 2006, Problem-Solving Approach Paper) along with a review of several analysis of the Global Communications situation (University of Phoenix, 2006, Scenario Two: Global Communications) will allow for the root problem to be identified, addressed, and resolved along with the necessary adjustments being implemented in an effort to become a leader within the telecommunications industry once again. The 9-step problem-solving process entails the following steps: defining the situation, identifying and framing the root problem, describing the end-state goals, along with potential alternatives, evaluating the alternatives, identify and asses possible risks, make a decision, develop and implement the solution, and evaluate the result (University of Phoenix, 2006, Problem-Solving Approach Paper). The initial step of the 9-step problem-solving approach is to state the background history of the situation.

Situation Analysis

Issue Identification

Global Communications is a telecommunications company that is experiencing decreasing returns along with being in an industry that has become very competitive. Technology has evolved at such a rapid pace that it may be considered to be one of the issues at hand that is impeding the success of the company. Other companies within the same industry have ventured off to offer packages of voice, television, and Internet services to customers. Global Communications has decided to implement an aggressive approach in an effort to recoup lost business. The developed plan is to introduce new products and services primarily to small business and consumer customers, along with cutting expenditures (University of Phoenix, 2006, Global Communications). The new products that are to be introduced will not be limited; but will include satellite services along with wireless PC service due to forming alliances with other companies. The company plans to take a different approach in the marketing of the products and services, so that maximization of the initiatives that the company plans to market will become more aggressive on an international level with the goal of becoming a company that is truly global.

Global Communications faces several issues that have been identified in Table 1. Stock prices have incurred a decline due to many factors. One issue that Global Communications will be facing is an unhealthy workplace environment due to the inability of the senior management team effectively communicating the company's decisions with the employees. An unhealthy workplace environment will ultimately be reflected in the productivity, along with the quality of the product. Optimizing technology to the fullest must occur in order for Global Communications to become more competitive. Another issue at hand is the relationship between the management of the company and the Union representatives. The management team elected to not discuss any of the issues or the decisions that had been made with the Union representatives, thus causing mistrust between the Union representatives and the management team of the company.

Opportunity Identification

Opportunities are attainable for Global Communications to seize in order to regain the necessary competitive edge within the industry. If the organization were to optimize the use of technology to the fullest prior to entertaining the idea of expanding the business market or outsourcing technical calls to international call centers, there may be no need in resizing the workforce. Natural attrition may address the resizing of the workforce issue in a given time frame. With optimization of technology Global Communications can develop, market and deploy the necessary products and services that are needed for the company to become a leader within the telecommunications industry once again.

Forming alliances with other companies will enable Global Communications to offer bundled service packages to the customers along with providing satellite and cell phone or wireless services. With enhanced technological abilities Global Communications will become more marketable with small businesses and consumer customers. The decision to enter into the international arena with outsourcing of the technical call centers to India and Ireland will allow for the company to become a global corporation. In addition to outsourcing internationally the labor costs will decrease which will ultimately increase profitability for the company and allow the company to pass on the savings to the customers. When Global Communications acquires success internationally there will most likely be a need to create offices within the international countries, thus allowing the company to become truly global.

The opportunity to repair the damaged relationship between the company and the Union representatives will arise however; not without a tremendous amount of reassurance by the company. The company will need to realize that the trust factor has been broken between the company and the Union representatives. The relationship has suffered damages due to the reductions in health and educational benefits, and the decision to outsource and potentially lay off employees as a result without being a part of the decision-making process. The situation at hand offers numerous opportunities for the company to address, so that the company, employees, union and the shareholders can all be successful once again.

Stakeholder Perspectives/Ethical Dilemmas

The key stakeholders are the shareholders, management, Global Communications, the Union, employees and the community where Global Communications currently conducts business affairs and the international countries. The union wants to protect the benefits, salary, jobs and rights of each of the employees. The union will also look to increase the membership and help provide opportunities for the members in order to succeed by helping the company succeed. Management wants to become a leader within the industry, along with increasing the profitability of the company and providing opportunities to the employees. The stockholders want management to secure the company's position within the industry, increase the profit margin, and develop