Mba 500 Global Communications Paper

Running head: PROBLEM SOLUTION: GLOBAL COMMUNICATIONS

Problem Solution: Global Communications

ChaRissa E.Gurley

University of Phoenix

July 5, 2007

Problem Solution: Global Communications

The Global Communications Company has some major issues. Being aware of communication barriers, Global Communications will be able to make better plans in its globalization strategy. Global Communications faced too much competition. Local, long-distance and international markets are all competing for the same business, (UOP Scenario). The issues effecting Global Communications varied depending upon the stakeholder involved. The company needs to create an effective way to communicate what it wants to do, who will be affected, and the benefits of the anticipated changes.

Situation Analysis

Issue and Opportunity Identification

Global Communications did not research the communications market and there was too much competition present. The company had to find ways to make sure that its business survived. There had been a lot of competition in the long distance and international market, so the Senior Team decided to introduce new services to small business and consumer customers. The Senior Team was composed of: Katrina Heinz, Sy Rodriguez, Nancy Everhardt, Joel Thompson, and Maria Antez. “According to the 2007 UOP Global Communications scenario, The Senior Leadership Team had plans on creating an alliance with a satellite provider, and offer video services in conjunction with internet access; this will help the company compete with local telephone companies.” Global Communications developed cost-cutting measures that would improve profitability. The leadership team decided to move some of their call centers to India and Ireland, to further to reduce cost and be marketable on an international level. The employees had issues with this. Employees were concerned with losing their jobs or being laid off, and those who stayed with the company would face a salary cut. Management ineffectively communicated the changes to the employees. “Effective Communication is vital to all organizations because it coordinates employees, fulfills employee needs, supports knowledge management, and improves decision making,” (McShane & Gilnow, 2005, p.5-6). Communication is critical in knowledge management. It helps distribute information to the appropriate individuals in an organization. This move could help the company profits increase, which should lead to more job opportunities. “By outsourcing, the company could become a global resource and be transformed into a global corporation in three years, “(UOP Scenario). Global Communications faced issues with effective communication. The Senior Team consisted of both males and females and the gender communication was poor. The women could not properly relate things to the men and vice versa. Most of the communication was via emails. Email communication causes several problems. Information overload is probably the biggest. The senior team members probably received several emails per day. The second problem with email is that it is an ineffective medium for communicating emotions. Due to the fact that a lot of correspondence was sent via email, Global Communications needed to be conscious of the non-verbal messages that are being conveyed. If Global Communications planned to market itself globally, they would need to consider cross-cultural communication. Employees must become more sensitive and competent in cross-cultural communication because this will create a diverse group of people that the company will communicate with. Global Communications has an opportunity to get involved in the globalization business trend, but a lot of preparation is needed. “By improving decision making knowledge management, employee needs, and coordination, workplace communication has a significant effect on organizational performance,” (McShane & Gilnow, 2005, p.8).

Stakeholder Perspectives/Ethical Dilemmas

Global Communications faced an ethical dilemma when it came to the company employees. Global Communications decided to outsource thousands of its technical support jobs to new call centers in Ireland and India. This will cause some employees to be relocated, but a significant layoff is expected. Global Communications cost cutting measure to improve profitability by outsourcing was criticized. The philosophy of the company is “Our Edge Is People” and with the relocation of the jobs the employees felt like their welfare was not being considered. Each of the stockholders is trying to find ways that the new strategy will be beneficial to them and their employees. The management team has the responsibility to grow the company and to determine the long-term goals for the success of the company, while protecting the best interest of their employees. The company gave up over 20 percent of the education and health benefits because of the financial pressure. The union is trying to get them to understand that without committed employees the company will not grow and improve. The employees that are relocated will receive an average 10 percent salary cut and many will be let go. “Employees become loyal when communication processes keep them informed about what is going on,” (McShane & Gilnow, 2005, p.22).

Problem Statement

Global Communications will improve communication. “One recent report estimated that a company’s market value increases by over 7 percent when it improves its communications integrity, “(McShane & Gilnow, 2005, p.8).

End-State Vision

Global Communications will formulate new and innovative ideas for product development that will improve profitability. GC will compete aggressively on an international level and become a global corporation. Effective communication is a must for GC to remain the leading communications company. GC understands that knowledge is the competitive advantage, and the management leaders need to maintain an open flow of communication up, down, and across the organization. GC will continue to be a leader in the communications industry.

Alternative Solutions

Benchmarking help to find different problem solving methods used by other companies. Once you have learned the

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