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Submitted by canadychad on April 13, 2008
Category: Miscellaneous
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Gap Analysis: Global Communications
Global Communications is a telecommunications company that is trying to improve its presence in the telecommunications industry. With an increased compition Global Communications has decided to improve profitability by creating a partnership with satellite provider and increasing services to its small business and consumers market. They are also planning on using new technology to allow new call centers to be opened up in Ireland and India.
Situation Analysis
Issue and Opportunity Identification
Global Communication is a company that is needing to improve its profitability by taking advantage of new technology in customer service. The new use of the telecommunication technology does not limit a call center to be located in the country being serviced. The only thing that is needed is that the personnel of, the call center need to speak the same language as the customers calling. This is technology allows a company to place a customer service call center anywhere on the globe that is the least costly to manage.
Katrina Heinz, Communications Chief Executive Officer, of Global Communications has determined that there is a good opportunity to reduce operating cost of Global Communication by moving the call centers to Ireland and India. Because Katrina is from Europe she does not see all of the issues that this will cause with the unions. There have also been recent negations with the unions that happened before Katrina was hired, where the unions reduced education and health benefits by over 20% to help the company.
Stakeholder Perspectives/Ethical Dilemmas
There are two primary stakeholders that are conflicting in this company conflict. They are Katrina Heinz and Maria Antez. Katrina is the new Chief Executive from Europe. She was hired to increase revenue and raise profits thru globalization of the company. Maria Antez is the Vice President of the...
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