Gap Analysis: Global Communications
Global Communications (GC) is dealing with severe financial pressures caused by increased competition in the telecommunications industry. Novel telecommunications service providers, such as cable companies are offering the latest solutions for computers to telephone services. As a result, these novel companies have gained a good piece of the market and triggered a price drop in GC’s stock. Therefore, the leadership team has developed a new strategy to increase profitability. First, GC is going to introduce new services to small businesses and consumer markets consisting of wireless internet access, satellite broadband, video services, and telephone service plans. Next, GC plans to outsource their technical call centers to India and Ireland to reduce costs as well. GC’s chief executive officer indicated “our business case showed that in setting up new centers, we have the opportunity to reduce unit costs for handling calls by nearly 40%” (University of Phoenix, 2004, ¶ 10). Therefore, this paper will provide a look into the issues and opportunities the company must address in their strategy. Additionally, the paper will introduce the stakeholders affected, frame the end-state vision, and deliver an organizational gap analysis.
Issue and Opportunity Identification
GC is facing several issues, which have to be resolved in order to be successful. The first issue within the organization is increased competition. This issue is the main reason GC’s stock value has declined. Therefore, the concept of complexity of the managerial situation is specific to this issue because it pertains to managing stakeholder needs. “By improving decision making, knowledge management, employee needs, and coordination, workplace communication has a significant effect on organizational performance. One recent report estimated that a company’s market value increases by over 7 percent when it improves its communications integrity”...