Gap Analysis: Global Communications
“Change is here to stay” (Egan, 2005, p. 16). Global Communications is faced with implementing change. Whether the change is the best decision or not, management has decided on a plan. Now Global Communications’ management is faced on how to effectively and successfully implement this change. Communication is the best answer. "By planning for and communicating the details and benefits of the change, you speed up the commitment. This means looking at each affected position (or person), and figuring out how specifically the change will benefit them, and also what their concerns and fears may be" (Egan, 2005, p. 16).
Situation Analysis
Issue and Opportunity Identification
Global Communications has fallen victim to the high competitive downfall of the telecommunications industry. The value of their stocks has fallen over 50 percent. In order to stay competitive in this industry, Global Communications has come up with a two part approach to enhance their business. First, they plan to offer new services and packages to their customers, especially their small business and consumer customers. Second, they have identified ways to cut costs in order to improve their profitability.
This plan in itself also offers its own problems to resolve. In order to cut costs, the stakeholders have decided to outsource some of their technical call centers to India and Ireland. By moving the call centers overseas, Global Communications will be able to offer their customers with more sophisticated technical support for cheaper. This move will provide Global Communications with a 40 percent reduction on costs.
The move to outsource some of the call centers presents the problem of what to do with employees w ...