Team Communication

Problem Solution: Global Communications

Introduction

Over the past few months, Global Communications has been dealing with very difficult temptations that could impact the outcome of their future. The company has had some internal issues brought about by some of the administrative team and some issues that are weighing on the mind of employees. Global Communication have been discussing issues with outsourcing it’s call centers to foreign countries in order to maintain profits and increase the amount of customers it has. There will be discussion in the following statements that will provide more insight to what issues Global Communication is dealing with and what possible solutions may arise. Each of the solutions has its risk and ways to avoid falling into these traps that many companies fall into.

Situation Analysis

Issue and Opportunity Identification

Global Communications has been experiencing a great deal of pressure dealing with the competition and their ability to bring profit through new technology that they have put into operation. Over the past three years, Global Communications have placed into practice new calling plans, new calling features, and suites for local and long distance services. All these great ideas have helped them to maintain their organization and keep it in business but the competitors are consistently beating them to the punches. Other companies, mainly cable companies, are offering bundles that include everything a business needs. They offer packages that include cable, computers, and televisions all in one. This is an excellent idea and for Global Communication to stay afloat, their senior leadership team had came up with an idea to team with a satellite provider and offer video services as well as satellite versions of broadband. The team joined hands with a wireless provider to offer small business owners access to the internet using wireless telephone or PC cards. These opportunities will open a new feature and could help expand their growth to all regions.

Another issue that is causing controversy with Global Communications is the idea to take their business to other parts of the world. Globalization will help increase profitability to a maximum. Many companies in today’s society have already jumped on this idea and are recording record profits. Global Communication plans on moving some of their technical call centers to India and Ireland. This is a great idea due to many companies already outsource their call centers to other countries and do not have to pay each employee as much as they do in the United States. The technology in other countries is sometimes more advanced than those in Global Communications region. This will definitely be a plus because they will be able to hire workers in India that are very knowledgeable and will be able to help bring about ideas within the organization to increase profit.

Global Communication has brought about some very important issues in order to improve their profitability but all lead to the most problematic issue. Global Communication plans on outsourcing their call centers. Yes this is a great idea in trying to increase profits but this is causing much turmoil within the organization. Downsizing the call centers is forcing Global Communications to cut many employees. The more technical advanced and more loyal employees will have the option to relocate to the new call centers. Relocated employees will be expected to take a ten percent salary cut, which will not be very easy for Global Communications to persuade to their employees. This can be something that can be worked around but it seems that Global Communications did not mention to their union employees that they would be involved in all this outsourcing. Union employees will eventually, if not treated fairly, become irritated with the company and lose all their trust. The main concern is not that they will be outsourcing but the Union was not told of this. It made management look bad and caused everyone to point fingers. This could have been avoided but was not.

Stakeholder Perspectives/Ethical Dilemmas

Stakeholders are people who have a share or an interest for an enterprise. Stakeholders in a company may include shareholders, directors, management, suppliers, government, employees, and the community (stakeholder). Oftentimes stakeholders are the ones that seem to be affected the most when certain decisions are made. These decisions can positive or negative for the company and can negatively and positively affect the employees. In this scenario, Global Communications stakeholders include the union workers, Global Communications, and the stock holders.

The union workers are one of the most valued stakeholders within Global Communications. Union workers make up a large portion of the companies call centers and can play a vital part in the future of Global Communications. In order to help bring profit to the company, the union cut benefits from the company so that they company could take the money they were spending on benefits and turn it into profits. Now, Global Communications are threatening to take away jobs and give them to people in Ireland and India. There are no benefits for the union employees. This tremendous move to the India and Ireland would cause the workers who do stay to fear for their job and could cause their productivity to decrease dramatically. Benefits are not the only thing that union employees will lose. They will also have to be forced to take a cut in their pay. Cutting their pay can also lead to poor productivity and employees quitting the company. These are great sacrifices that Global Communications will have to make in order to outsource their company.

Another large stakeholder in the decision to outsource the call centers for Global Communications is the company themselves. If they choose to continue to outsource they can bring large profits to their company by not having to pay as much per employee due to the fact that labor is cheaper overseas. A lot of times the foreign markets are more advanced than those in the United States because most technology advances are designed in other countries. Since the company will be basing its call centers in other countries, it will open up opportunities for foreign employees to share their ideas that could potentially help the company succeed in the foreign market. Employees can benefit from staying with the company as well. The employees who choose to stay with their pay cut can potentially earn a large increase in pay if they decide to stick with the company until it gets its feet firmly back on the ground.

The last of the stakeholders that can potentially be affected by the decisions