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Problem Solution: Global Communications

In: Business and Management

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Running head: PROBLEM SOLUTION: GLOBAL COMMUNICATIONS

Problem Solution: Global Communications
MMPBL/500
Queenetta J. Parris
June 6, 2011
Maria Marin

Problem Solution: Global Communications According to Miciak and Desmariais (2001), service quality is a major concern of all organizations and call centers play an important role in both consumer and business markets. Global Communications faced several challenges after deciding to move their technical call centers to India and Ireland. The communication channel between the Executive Team and the Workers Union is at an all-time low. Global Communications issues to increase profitability, dealings with layoffs, and reestablishing communications between the Workers Union are the challenges they must resolve. Considering important past events that led to the issues and opportunities identified for Global Communications, in this paper the subjects to examine is the perspective of stakeholders involved, a proposed problem solution, and an analysis of alternative solutions. Identification of risk, probabilities, severity, and mitigation techniques for each alternative solution, which identifies risks connected to a best practice used by other companies for benchmarking purposes. Finally, the optimal solution is examines how the recommended solution can help Global Communications achieve its end-state goals and vision.
Situation Analysis
Issue and Opportunity Identification Global Communications stockholders are experiencing diminishing returns with more than 50% in depreciation because of economic pressures and too much competition in local, long-distance, and international markets. Wall Street’s confidence in the telecommunications industry is diminishing and the stockholders concerns whether Global Communications will be able to bounce back from these pressures. Global Communications...

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