Situation Analysis: Global Communications

Running head: SITUATION ANALYSIS: GLOBAL COMMUNICATIONS

Situation Analysis and Problem Statement: Global Communications

Bryan T. Jernigan

University of Phoenix

Situation Analysis and Problem Statement: Global Communications

According to Glinow and McShane, happiness in the workplace is the key to high quality work and high quality work is the foundation for customer loyalty. Global Communications has not managed to keep its employees happy. GC has not given their stakeholders the opportunity to communicate their ideas clearly and as a result left everyone feeling alienated. GC has reduced communication to a unidirectional [word choice -- "an unidirectional"] practice. GC failed to listen to the people whose interest is at stake with the company.

Describe the Situation

Issue and Opportunity Identification

Global Communications has recently seen a decline in the value of their stock. In an attempt to resolve this issue GC has decided to attempt to enter into the international market by moving their technical support of India and Ireland. The problem is that GC has made these decisions without the input of their employees. The other issue that GC faces is that they need to provide their customer with a more diverse line of products and services. There has also been increased competition for local and long distance services in the U.S.

Frame the "Right" Problem

Global Communications will become an innovative global communications leader by nurturing healthy relationships with employees both domestically and internationally and by seeking new, high-tech products for their expanding consumer market.

Describe the "End-State" Vision

Global Communications seeks to promote the growth of the company by providing our consumers the most innovative and high quality products possible. Here at Global communications we seek to keep cost low while ensuring job security within our company.

Reference

McShane, S. L., & Von Glinow, M. (2004). Organizational behavior: Emerging realities for the workplace. New York: McGraw-Hill.

Table 1

Issues and Opportunities Identification

Issues

Opportunities

Reference to Specific

Course Concept

With the lack of communication between stakeholders tension has escalated between the various groups. Global Communications is treading on egg shells, with everyone involved upset. The Union has to fight for the interest of its members and the employees are face with lay-offs and pay cuts with little to no input.

These issues have bought out the poor communication skills of the management team at Global Communications. It has given them the opportunity to reevaluate way they communicate in an effort to reestablish relationships between employees and the union. Everyone feels as though they have no "voice" in the decision making process (Glinow & McShane, 2004)..

According to Glinow and McShane: "Voice refers to any attempt to change, rather than escape from, the dissatisfying situation." Global Communications is taking the "easy way out." They are running from their domestic issues and as a result have managed to create new issues for themselves.

There has been a serious decline in price of Global Communication's stock. Global Communications has not managed to keep their stakeholders happy. There has been a loss of consumer satisfaction in the company.

This issue has given Global communications a push to provide products and services that are aimed at small business and consumers.

The "employee-customer-profit chain" has been broken. Because the relationship between employee and the company's "organizational practices" has failed the customer has a skewed perception about the values of the company. This failure indirectly affects the company's profit. (Glinow & McShane, 2004)

There has been a decline in, what is called by Glinow and McShane, "continuance commitment. Global Communicaitons has made the decision to lay-off employees and as a result managed to make their employees uneasy about their long-term standing with the company.

Global Communications has the opportunity to establish new commitment with a different group of employees in an international market. Once the move is made and Global Communications can rebound then they can focus on regaining the commitment from their employees in the United States.

Organizational commitment is so important because: "Employees with high levels of affective commitment are less likely to quit their jobs and be absent from work. Organizational commitment also improves customer satisfaction because long-tenure employees have better knowledge of work practices, and clients like to do business with the same employees (Glinow & McShane, 2004)

Global communications has left the Union out of negotiations that affect their members. The union is in place to ensure that the decisions of the company made with the interest of the employees in mind. Global communications