Gap Analysis: Global Communications

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Gap Analysis: Global Communications Global Communications is a telecommunications company facing a changing market and increased competition. The leadership team has come up with a plan to outsource some call centers to other countries and create an alliance with a satellite company to provide additional services to their customers. In order to compete in the international market, Global must cut costs by outsourcing, however their employees belong to a trade union. This creates a problem in that Global has not included the union in their discussions. This could have legal ramifications as well as create morale issues within the company. The leadership team must communicate these changes to the employees and public in a positive manner to avoid negative publicity and the loss of valued employees. Global management needs to identify the issues that need resolving and systematically put a plan together to eliminate the risks associated with their current proposal. After evaluating the solutions and looking forward, Global needs to stay focused on maintaining their position in the future once it is achieved. The following gap analysis will cover the issues, opportunities, gap, and end vision ideas that should make this change a success. Situation Analysis Issue and Opportunity Identification The events that led to the changes Global Communications are making came about with the shift in technology and the competition within the telecommunications industry. With companies able to compete globally, there is too much competition within the industry from other telecommunications companies as well as cable companies who can offer all the same services. With increased companies offering a wide range of services, Global is forced to cut costs in order to compete effectively and increase profitability. To this end, Global Communications senior management has come up with an approach to outsource some of their call centers to India and Ireland and expand new services to small business and consumer customers. Global also joined with a satellite provider to offer video services and a satellite version of broadband. This will mean job cuts and a reduction in salary for employees who remain and are relocated. The plan was accepted quickly and now management is under the gun to communicate the changes effectively to the employees without risking a morale problem that could affect productivity. Also, since the employees belong to a trade union and the union was not involved in the process of negotiating these changes, Global has to consider the legal and public relation implications of not fulfilling their contractual obligation to the trade union.

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Gap Analysis: Global Communications

Achieving World Class Business Performance