Gap Analysis - Global Communications
...United States of America (USA), was facing tremendous economic pressure due to high competition from the local, long-distance and international markets, which attributed to the stock value depreciation.
In order to overcome the situation, Global Communications senior management developed aggressive approaches to compete in the market by introducing new services, partnering with a wireless provider and adapted various cost-cutting measures that can increase profits. To step up their globalization strategy, senior management had proposed outsourcing some of their call centers to India and Ireland with a business case of showing that those countries have higher technical sophistication, and the handing cost can be reduced by 40%.
To senior management’s surprise, President and the board have approved the plan quickly, without taking much time for the decision. The senior management was happy with the quick turnaround from the board and are in the process of setting up plans to implement the decision.
This document will look closely analyze various issues faced by Global Communications, the way the management handled the crisis and identify problems as opportunities for improvement while trying to solve the problems, the stakeholders who are affected along with their interests, rights and values, and a gap analysis between the current state and the end-state vision.
Situation Analysis
Issue and Opportunity Identification
Effective Decision Making: Global Communications senior management team did not involve all the groups in the decision making process for their outsourcing plan. The strategy was kept private until the board approval had been obtained.
Before any major decision is made, that can affect the entire company, various groups in the company need to be involved in the decision making process. Brainstorming technique can be used to generate creative...
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