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The telecommunications industry has become one of the most competitive industries today. Global Communications (GC) is a company that is competing for the local and long distance markets and the internet. Within the last three years, the stock value has depreciated 50% from $28 to $11. The pressure from other telecommunication companies has caused GC to rethink their marketing strategy. In response, the GC management team has devised a plan that will allow the company to outsource its call centers to India and Ireland to reduce costs. The management team has also looked for opportunities to increase company profits and its marketability. GC has also developed an alliance with a wireless provider which will enable the company to provide better telecommunication services to its customers. However, with this new strategy of outsourcing, the company will undergo significant layoffs and will have to address this issue and other related issues as well with employees and the union.
This paper will examine the issues that GC is facing by using the Nine-Step Problem-Solving model. The issues and opportunities available to GC management will be identified and discussed. The stakeholder's views will also be examined and the result will be proposing and reviewing alternative solutions ultimately providing a solution to the problem and measuring the results.
Situation Analysis
Issue and Opportunity Identification
There are several issues and opportunities that GC will have to address. The first issue is that the GC management team failed to update the union on the new strategic plan. Because of this, the union feels that the new strategic plan to outsource is unethical and ...