Gap Analysis: Global Communications
Global Communications is a company that specializes in telecommunications solutions for small business and consumer customers. The telecommunications industry has become more competitive with the entrance of new companies as well as the cable companies. In response Global Communications has developed and implemented a plan that involves introducing new services as well as cutting operating costs.
One of these cost cutting measures is to close some of their technical call centers in the U.S. and outsource the labor overseas. The Board of Directors liked the plan because it served two purposes. First it will cut costs and second the plan is in line with Global Communications’ goal of becoming an international company. The issue is that the plan was approved before the union was aware of it and they see this move as an attempt to manipulate their contract.
Situation Analysis
Issue and Opportunity Identification
Global Communications is currently facing many issues. The main issue is that of their decreasing market share at the hands of increased competition. The main source of this increased competition is the entrance of the cable companies into the telecommunications industry. The cable companies have combined telecommunications services with the services that they were already providing to create more complete service solutions for the customers. In order to compete, Global Communication expanded its service offerings by partnering with satellite and wireless companies as well as entering select international markets. In addition to the expanding their service, Global Communications has decided to cut operating costs. It was determined that call handl ...