Gap Analysis: Global Communications
Global Communications implemented a strategic plan to lower costs by outsourcing call centers globally. This globalization effort has presented some issues that could have been avoided if the company would have taken a different approach, had a less aggressive CEO, considered all of the stakeholders involved, and involved all members of the senior leadership team in decision making. Now to become successful globally, Global Communications must apply public relations efforts internally and externally.
Situation Analysis
Issue and Opportunity Identification
Global Communications was focused on increasing their depreciating stock value and competing in a marketplace that had grown quickly and significantly. The senior leadership team created two plans to aggressively combat the economic situation by becoming global. The first plan, to build alliances and introduce new services has not presented any conflicts with the end-state goal and has not negatively impacted any stakeholders. The second plan, cost cutting measures to improve profitability, has presented conflicts to reaching the end state goal and has sacrificed affected stakeholders.
Under the direction of Katrina Heinz, the newly appointed Chief Executive Officer, the team implemented an outsourcing plan that would move positions covered by a collective bargaining agreement to India and Ireland and significantly reduce costs. The team did not consider all of the stakeholders that would be affected by this change. Instead, the team only considered the final outcome. To successfully outsource the company would need to relocate employees and downsize the local call centers. The senior leadership did not consider these employees or stakeholders ...