Global Communications Benchmarking Worksheet
Task A: Problem/Opportunity Statement
Response to Task A:
? Global Communications can outsource their technical support call-center departments to ensure services meet and exceed consumer expectations with around the clock customer service support while reducing overall unit costs.
? Collaborating with satellite and cellular providers is an opportunity for Global Communications to become competitive and to help benefit consumers by providing more telecommunications choices and improved service with an eye to globalization.
? GC has an opportunity to improve the overall welfare of its employees as the result of a reorganization of the company and their communications with their employees.
Task B1: Generic Benchmarking: Topics
Response to Task B1:
Topic 1: Outsourcing
Outsourcing is a business decision that organizations and companies use as a means to reduce operational and production costs. The focus of outsourcing is on the core competencies according to Hamel and Prahalad (1990) which include providing customer benefits, ensuring strategy is hard for competitors to imitate, and having advantages to many products and markets. (Wikipedia, Outsourcing, 2006). Some of the challenges that Global Communications is facing are meeting consumer needs where having a one-stop-shop of technical sophistication is required in conjunction with having adequate customer service support to follow. Global Communications expressed interest in India and Ireland. India has invested heavily in technical education and can provide a ready supply of bright people at relatively low cost. (Anonymous, why outsource to India?, 2004) Ireland has "a ...