Problem Solution: Global Communications Running head: PROBLEM SOLUTION: GLOBAL COMMUNICATIONS

Problem Solution: Global Communications Kristal Macias University of Phoenix

Problem Solution: Global Communications Problem Solution: Global Communications

Global Communications, a telecommunications industry, is in dire need of some type of strategy to get them out of a situation that was brought on by poor communication between the stakeholders of the company and the Union that helps support the company. Three years ago, the stock traded at $28 per share, today the stock is valued at $11. (UOP Week 4 Global Communications) I would like to discuss a little about the company, why they are in the situation they are in today, and come up with some solutions that may be able to help the company get back on their feet as one of the leading telecommunications companies.

Situation Analysis Issue and Opportunity Identification When Global Communications realized that they were being faced with too much competition in the communications world, they took drastic measures that in the end really put the company at risk, not only with their employees, but with the Union as well. The main problem began when the senior management team developed a two-pronged aggressive approach. (UOP week 4 Global Communications) The first approach would enable them to introduce new services to small businesses and consumer customers by gaining access to a satellite provider that will allow small business to access the Internet using the telephone or PC cards. (UOP week 4 Global Communications) The second approach was to use cost-cutting strategies to help improve their profits such as outsourcing a major piece of the companies call center to India and Ireland. (UOP week 4 Global Communications)

Problem Solution: Global Communications Although, this plan sounded great to the senior management team, the team did not discuss the issues or plans with the Union prior to submitting and gaining approval from the board. The Union was put into place to watch out for the employees and the companys best interest. These issues were not discussed until after the plan was approved and ready to be announced. By then, it was too late to discuss the issues that were involved, such as pay cuts, relocation, and lay offs that the company may have to face. As a result this upset the Union and they are not going to accept the new proposal without a fight.

Stakeholder Perspectives/Ethical Dilemmas There are many stakeholders within Global Communications that is going to be or is currently being affected by this situation. We have Katrina Heinz, CEO of the company, Sy Rodriguez, VP of Consumer Marketing and Sales, Nancy Everhardt, VP of Small Business and Marketing, Joel Thompson, VP of HR and Public Relations, Maria Antez, VP of the Technologies Workers Union, and most importantly we have the employees of Global Communications. (UOP week 4 Global Communications) The Vps, and CEO all seem to have the interest of the company in mind, but didnt think too much about the employees when coming up with the proposal on expanding the business. Although Maria, the VP for Technology for the Union seems to have the best interest of the employees in mind, she doesnt seem very willing to have an open mind in listening to the strategy. The whole idea was dreamed up and not given much thought as to who would have to sacrifice what or who was going to lose in the end. Now that the decision has been made, the senior management team is only focused on how to break the news to the employees. No thought was given to how the employees would react or how the company as a whole would be affected. I think a lot of ethical

Problem Solution: Global Communications issues were brought up in regards to not communicating and not giving any thought to the employees that would be facing a lay off or relocation. Senior managements only concern is getting the news out before the employees get wind of it prior to the announcement. Once they announced the changes, then they wanted to address the employees questions. This, in my opinion is a very unethical way to approach any type of business.

Problem Statement The biggest problem that I saw within Global Communications was the lack of communication between team members. It seems a lot of their communicating was done through email, which is not the best practice when dealing with major company decisions. The other problem that arose that created the biggest issue was not getting the Union involved from the beginning. All the decisions were made and base off of the senior management team, with no involvement/suggestions coming from the Union. This created problems because in the end the Union did not agree with their decision. Brainstorming is something the company could have and should have used when coming up with solutions to become a better communications company. Brainstorming is a tool used to stimulate and capture creative generations of many ideas to solve a problem. (Chapter 19: Problem Solving: Using Tools, Processors, and Creative Thinking)

End-State Vision Excellent communication skills are going to be a must within Global Communications if they plan on becoming a top notch communications company. The company not only failed their consumers but failed their employees along the way. They jeopardized the credibility and

Problem Solution: Global Communications integrity of the company all because they failed to communicate between each other and more

importantly left the Union out of the process. Any future decisions that the company would like to implement, I feel, must first go through the Union prior to any further discussions taking place. If the Union would have been involved from the beginning, the company would not be in the situation that they are in right now. The initial proposal should be set in a meeting environment rather than through email. Email is a good source of communication when recapping the meetings, but email is not a productive way to communicate ideas. With email it is too easy for people to overlook the most important points of a meeting or push things aside until a later date. Also, these meetings will force eye to eye communication where it is easier to read the others reactions and thoughts. In order for Global Communications to be a successful company and overcome their downfall, communication is going to be the key.

Alternative Solutions Global Communications needs to address their biggest problem first, which would be addressing the issue of not involving the Union from the start. The Union feels that Global should have looked at them as the partner. (Week 4 Global Communications) Maria Antez stated, Before making this move, all avenues should have been exhausted first. Hiring foreigners to do the Union jobs is not the answer. (Week 4 Global Communications) With this being said, I think Global Communications first needs to make things right with the Union. Global Communications needs to retract their current proposal and ask the employees and Union to give them the opportunity to correct the situation. They need to admit that they were wrong and selfishly made a decision without thinking through the consequences. In my opinion, when

Problem Solution: Global Communications

a company is willing to admit their mistakes, it is sometimes easier for others to forgive them for their downfalls.

Analysis of Alternative Solutions The end stated goal is to regain the success the Global Communications was hoping for prior to them announcing the proposal to outsource many of their jobs to Ireland and India. I think the main goal of the company is to become a world leader in the communications world. In my opinion, they will need to make things right with the Union prior to this being accomplished. The Union can bring down a company especially if they do not agree with how a company is being operated.

Risk Assessment and Mitigation Techniques The biggest risk that I see for Global Communications is them not being able to overcome their decision not to include the Union. The Union clearly stated that they will not and cannot go along with the situation that Global has put themselves into. (Week 4 Global Communications) Global Communications was told that the Union would take all actions to correct the situation both through the government and other available resources. (Week 4 Global Communications) For this reason, it is all more important for the Global Communications team to correct the issue with the Union prior to finalizing any of the proposals suggested. In my opinion, it is not too late for Global Communications to retract the idea of outsourcing. The idea of bringing on more modern technology is a positive idea for the company and is sure to be profitable, but why outsource if you dont have to?

Problem Solution: Global Communications

Optimal Solution In my opinion Global Communications needs to first communicate to the Union that they were wrong in the decisions that they made. Once they can get the Union to listen to them, the Senior Management needs to ask the Union to help them address the employees. They do not want to lose their dedicated employees and need to reassure them that the plan is being looked at again and that things are going to be okay. The employees need to be reassured that the Union is there to help them and that their job security is not going to be jeopardized by outsourcing the work to other countries. Employees often look at their management team to have their best interest at heart. Its clear that was not the case in the situation. When employees lose the faith of the management, it sometimes causes a morale issue within the company, which can just as fast fail a company. Without good employees a company is sure to fail.

Implementation Plan I cant stress enough the importance of correcting the issue with the Union in order for Global Communications to overcome the situation that they have put themselves into by making hasty decisions without thinking through the consequences. That is the first and foremost important step in gaining their credibility back from the consumers and the employees. Senior Management needs to ask the Union to meet with them to discuss how they can rectify this situation. They need to admit that they failed their company and their employees and would like to make thing better for both.

Problem Solution: Global Communications

Conclusion In conclusion, Global Communications is a growing communications business that has a lot of potential of growth, their only downfall was that they failed to communicate in an appropriate way to gain success. They failed to leave the Union out of a very important business decision and did most of the communicating through email, which only caused confusion and loss of information for other involved. In order for this company to remain a success they will need to admit their downfalls and rethink their logic of outsourcing a majority of their work to other countries.

Problem Solution: Global Communications References Week 4 Materials Global Communications Scenario Chapter 19: Problem Solving: Using Tools, Processes, and Creative Thinking. ISBN 0072441224