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Global Communications Gap Analysis

1781 words - 7 pages

Gap Analysis: Global Communications"Mega-giant Global Communications announced yesterday that it would outsource thousands of technical support jobs to new call centers in Ireland and India" (University of Phoenix, 2006, p. 6). This type of news headlines major newspapers across the country. Outsourcing has become a dirty word, and Global Communications (GC) is learning through experience. Stockholders of Global Communications are lamenting over the current stock prices. Three years ago, the stock traded at $28 per share. The stock has fallen 50%, and is currently at $11 per share. Global Communications' leadership team must take drastic measures to save the company (University of Phoenix, 2006).Problem StatementGlobal Communication will use benchmarking for business expansion by increasing information technology and reducing expenses, and becoming competitive in the market to raise stock prices. The problem is Global Communications has not used information technology to expand services. Global Communications has not performed benchmarking, generic or competitive, to learn from other companies on the best practices, internally and externally, to improve services while keeping expenses low. The company became complacent with methods and activities and failed to communicate these issues until drastic measures were necessary. In an effort to boost stock prices and become competitive in the market, the Global Communication leadership team has devised a strategic plan.Situation AnalysisIssue and Opportunity IdentificationOrganizational communication is important in day-to-day operations as well as long-term planning. Schraml (2007), states the only way to overcome the "us-versus-them" attitude is with successful and constant communication. Global Communications needs to increase organizational communication. The success of the company depends on communication within the company, with the union, suppliers, vendors, the competition, and within the community. Acceptance and understanding will eventually occur when the communication is clear and constant. With the increased communication, the company has the opportunity to learn from all areas. Generic benchmarking with companies who have outsourced is beneficial. Benchmarking will help GC learn what worked for other companies.Benchmarking will also aid the company with the issue of competitive markets. GC has not kept up with technology and has fallen behind. If GC had expanded services, diversified, or merged with other companies, the current financial crisis would not exist. According to Competitive Intelligence (2001), Cisco uses acquisitions to grow into new market opportunities. Competitive intelligence is necessary when deciding which acquisitions to act upon and which one to decline. Learning the best practices and implementing them will help a company become more competitive.Benchmarking and best practices will assist Global Communications in reducing labor costs. Many companies use Six Sigma and...

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