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This paper is designed to define a problem that currently exists at Global Communications, a telecommunications company and to develop a solution, along with alternate solutions that could be used to solve the problem. Always when making business decisions for a major corporation there are opportunities in the foreseen end-state goals, as well as challenges that occur that all have to be evaluated in determining the final decision. Throughout this paper the reader will be given some background information, along with the expected opportunities and hindering challenges that all will affect Global Communications and the underlying goals that is being worked towards. Global Communications stock was being traded at $28 per share just three years ago. Presently, the company has experienced a major depreciation in stock (Global Communications, pg. 1). The number one reason behind this is the competition that currently exists. All markets have been moving in on the same business, including local, long-distance and international (Global Communications, pg. 1). On the contrary, cable companies have come into the picture putting a halt on all profits being made from each market. Global Communication had to come up with a plan to solve the issue of losing stock value. This new plan, however; has not only given GC many opportunities, but there are also challenges at hand, and not all employees, including the union workers will be happy with the overall solution that the company has made (Global Communications, pg. 6)
Issue and Opportunity Identification
One major problem is the affect that the solution had an impact on the union workers because of the conclusion that more than 20% of the education and health benefits that they once had had to be given up.
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Stakeholder Perspectives/Ethical Dilemmas
Moreover, this new approach came from four key players within Global Communication who all put some effort into getting the approval from the Board. Katrina Heinz is GC’s Chief Executive Officer and she is interested in increasing “revenues and profits through more aggressive globalization” (Global Communications, pg. 1). Sy Rodriguez, the Vice President of Consumer Marketing and Sales, has the personality that has gained him respect with most of the key stakeholders (Global Communications, pg. 1). Nancy Everhardt is the Executive Vice President of Small Business and Marketing Sales and she has proved to be creative in growing small businesses by introducing innovative packages (Global Communications, pg. 1). Lastly, Joel Thompson, Executive Vice President of Human Resources and Public Relations, has been at GC longer than each of the other present players involved in this scenario. Joel has a better understanding of the business and has developed relationships with all key stakeholders, not to mention the union. Not to mention the customers and communities should have been a factor in the decision making because these are the people who make the business run on a daily basis. Once customers begin to be dissatisfied this is when a problem will definitely derive. At the same time, the vendors and suppliers of the U.S. would not be happy people because of the major lost that will be taken on their side, which in the end causes a bad reputation to develop and when it comes to business the travel of word of mouth could be detrimental to an organization no matter how large.
Although, all these people did not have input in the final decision, some of them had more compassion for the workers that would be let go and the fact that the workers transferring will be taking a salary cut. Joel wanted to know exactly what could be done to help the employees deal with the fact of losing jobs. At first, Katrina figured that just telling the workers the truth that they would just have deal with the ideal, but Joel knew it was more complicated than that. Katrina then suggested bringing in in-house career counselors who can contribute to finding new employment and options (Global Communications, pg. 4). On the other side is the union workers and among these, there is Maria Antez who is Vice President in the Technologies Workers Union (Global Communications, pg. 2). Maria is very angry with the upcoming changes because it simply makes her looks bad with her not knowing about this plan (Global Communications, pg. 5). Finally, once the announcement was made about the major change, President of the workers union, Andre Mustov, wrote a response directly to Katrina Heinz explaining the anguish the entire union possessed. He also mentioned that this was not going to be the end of this situation and the two were not into agreement with the solution (Global Communications, pg. 6).
End-State Vision/ Gap Analysis
With this, GC had to come up with some goals that would give solutions to the defined problem. The overall goal of Global Communications was to be competitive with the other competing market shares and to become a global resource. By doing so, it would somewhat bring GC back into the position that was being aimed for, to be on top again. Global Communications decided that partnering with wireless and satellite service providers they would be able to offer the services of the competition (Global Communications, pg. 1). Also, costs would be cut extremely if only outsourcing came to be an option. Moving some of the call centers to India and Ireland would give GC a reduction of 40% in unit costs for handling calls (Global Communications, pg. 2). Another factor was to improve profitability which GC felt that with all of these goals being implemented it was only one way for the business to go, and that would be an increase in the market share.
In conclusion, the telecommunications industry was faced with a very rough situation at this time with many markets competing for the same business. Global Communications also was faced with this problem and had to come up with a solution to bring their stock value back up.
Katrina Heinz, Sy Rodriguez, Nancy Everhardt, and Joel Thompson, all senior members for Global Communication put together a plan that did not include the input from any other person. With this brought in many problems from different people in the company, including members of the union. Although companies are faced with the challenge of downsizing when financial distress exists, sometimes there is just a way to go about doing things. At least take all things into consideration before making the final decision. The objective of GC was to increase profits and become a global resource, but there possibly were other alternatives in reaching those goals and maybe with input from others, a different approach could have been taken to do so. On the whole, it just goes back to being able to define the right problem and making a mistake in defining the problem will definitely lead to mistakes in the decision made.