Gap Analysis: Global Communication

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Gap Analysis: Global Communications Changes in the telecommunications industry have made it a very competitive environment where only the most aggressive companies with market advantages can survive. Global Communications has suffered from this competitive environment and needs to come up with strategies to support a change to assist them in becoming profitable again. The executive management team has decided on some significant cost-cutting measures and international marketing strategies that will help them achieve profitability in the near future. Without these strategies, Global Communications will face inability to rebound in the industry. But, such rapid decisions could have negative implications on the company, especially since Global Communications neglected to involve a key stakeholder in the decision making process. Technologies Workers Union, a stakeholder who represents the technological call center employees, disagrees with Global Communications in their strategic goals, and they believe that there were not fair negotiations. The union considers that by Global Communications becoming a global organization and opening call centers in Ireland and India, jobs in the United States will be eliminated. An ethical debate has arisen because of the societal impacts this could mean to the United States and international markets and the displacement of workers. More importantly, Global Communications needs to reconsider their strategies, get the appropriate and necessary buy-in from all stakeholders, and analyze the outcomes of these strategies to ensure a successful endeavor. Situation Analysis Issue and Opportunity Identification Global Communications faced challenges in the telecommunications industry due to a competitive marketplace where their competition had out placed them by providing more services to fit the changing needs of their clientele. Local, long-distance, and international market telecommunication carriers were all competing for business, and Global Communications soon realized in order to stay profitable, they needed to start by providing combined packages to their customers, and expanding their business ventures globally. At this point Global Communications' stock had depreciated over 50% in three years due to their lack of competitive initiatives, so the executive team wanted to identify opportunities for them to return to profitability. Some of their considerations were to globalize by increasing international marketing efforts and becoming a full-service global company. To decrease operating costs, the company is proposing to relocating some of the technical call centers to India and Ireland reducing call handling costs by 40%, and supporting their vision of being an international corporation. When Global Communications' senior executive team met to consider the possibilities of returning to profitability, they did not include a key stakeholder, Technologies Workers Union, in their discussions.

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