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Global Communications Problem Solution

Problem Solution: Global Communications
Global Communications is going through difficult times due to low confidence in telecommunication industry, diminishing returns to stockholders and increased competition from other players. To solve the problems, senior leadership has taken new initiatives which will increase business and customers locally. As part of cost cutting measures, some of call center operations will be outsourced to India and Ireland where resources with higher technical sophistication can be found at lower cost. They had good strategy to solve the problems but they failed to properly manage communications between stakeholders. They did not introduce any development programs to help employees take up new carrier opportunities. Global Communications was not very well prepared to handle “Workplace Emotions and Attitudes” (McShane & Glinow, 2004). They did not plan to handle the resistance of employees and the union towards outsourcing jobs overseas.
Global Communications should have done more thorough planning to implement the new strategies by taking all the stakeholders into confidence. The company should have taken measures to build up employee morale and commitment.

Describe the Situation
Issue and Opportunity Identification
Global Communications is in a difficult situation due to lost confidence in telecommunication industry, reduced return to shareholders, increased competition and lower profit margins. All these events caused Global to develop a two pronged strategy to solve the problems. This involved outsourcing some of the call center operations. This caused conflict with Technology Workers Union and employees.
The most important events which led me to identify issues and opportunities in Table 1 are:
• Global Communications has started to lose market share to the competition
• Increased competition by cable companies
• Resistance to outsourcing by the union and employees
• All stakeholders were not involved in...