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Problem Solution: Global Communications
With increased competition and product and service bundling within the telecommunications industry, Global Communications is fighting for survival in an increasingly global marketplace with more demanding and technology-savvy consumers. In just three short years, Global Communications' stockholders have seen stock prices diminish by more than 50%. Stockholders are currently left with the question if Global Communications can transform itself quickly enough to survive and even thrive within the new and ever-changing economy. In response to stockholder and competitive pressures, Global Communications publicly announced that it plans to outsource thousands of its technical support call center jobs overseas to India and Ireland and a layoff is expected for those individuals who cannot relocate to other positions within the company. However, Global Communications did not consult the Union before announcing the decision to offshore call centers. As a result, the Union has positioned itself against Global Communications in the press and is even threatening legal action. This gap analysis reviews Global Communications' current sticky situation, the issues and opportunities present, and all impacted stakeholders' perspectives. This analysis concludes with the desired end-state vision along with concrete end-state goals, and the gap between the desired end state and current reality, along with the changes needed and challenges present to overcome the current problems.
Situation Analysis
Issue and Opportunity Identification
Global Communications' senior management team received approval through their board of directors to go ahead with the decision to ...