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Situation Analysis
Issue and Opportunity Identification
Global Communications has three primary issues that face it in implementing its new business strategy: restructuring its technical call centers, developing a more sophisticated technology for its customers and re-establishing its professional relationship with the Technologies Workers Union.
First, Global Communications is faced with a downturn in the telecommunications industry and its customers demanded a higher degree of technical sophistication from its technical call center sales people. In response to the high demand from its customers, Global Communications plans on introducing new services, primarily to its small business and consumer customers. Global Communications is also looking to partner with other technology providers to offer its customers video and wireless technologies.
The second issue Global Communications faces is the restructuring of its technical call centers. In order to reduce labor costs, Global Communications has just announced it plans to outsource all technical call center jobs to India and Ireland. By outsourcing these positions, Global Communications must lay off one-thousand of its current employees. The current technical call center employees that opt to stay with the company will take an average of a 10% pay decrease by moving to the consumer department. In order to retain some of its current employees, Global Communications must develop an employee benefits package which includes a 15% retention bonus. Global Communications must negotiate with their current employees to create a win-win situation for the employees who stay with the company.
The final issue Global Communications faces stems from a lack of ...