Gap Analysis:Global ComunicationsEssay Preview: Gap Analysis:Global ComunicationsReport this essayRunning head: GAP ANALYSIS: GLOBAL COMMUNICATIONSGap Analysis: Global CommunicationsMachelle SarffUniversity of PhoenixGap Analysis: Global CommunicationsGlobal has been losing profit over the past several years and needs to make major changes in order to survive. In past three years the company stock has fallen from $28 to $11. In order for Global to raise profitability and become more competitive with other companies in the marketplace they have to make some changes including having more options to the consumer and expanding its call centers to less expensive areas of the globe.
The problem that came out of the decisions that Global has made was they did not work closely with their union to make sure that they negotiated a fair compromise that would work for both the employees involved and the company. They completely disregarded the contracts that were with the employees.
Situation AnalysisIssue and Opportunity IdentificationThe first opportunity that Global realized was that in order to make them more competitive with other companies they had to provide the many services to the consumer that the other cable and telephone companies were able to provide. “First, they plan to realize growth through the introduction of new services, primarily to its small business and consumer customers, who will now be served in both local and long-distance markets across the country. To compete with the local telephone and cable companies, Global has created alliances with a satellite provider to offer video services as well as a satellite version of broadband. Partnership with a wireless provider will allow the small business owner anytime Internet access using wireless telephone or PC cards. Even company information hosted in mainframes can be accessed remotely” (Scenario, Global Communications).
₂Global is on track to have 5,000+ subscribers in the first half of 2016 at an anticipated rate of around 2.4 million, that is about 14% of its total business. With such a long distance and competitive nature, it would also be easy to have a competitor offer such service but it is certainly not a perfect solution. It is also being hard for these companies to find any competitive alternatives in their markets. I know that these issues will require time, but they will certainly be solved once it becomes clear that they have found some of the solutions for their businesses, especially the ones that offer high-speed access to their customers as well as the services required to operate more efficiently. The company did not offer the technical solutions until we were able to do business in 2015. However, we have also had more than 400,000 customers in these four countries, as well as 300,000 local subscribers. We plan to be a part of this business for 30 days, then we will move to a satellite provider, which will be available very soon.
₂As we said before, our aim is to continue innovating. Our mobile services will be in a region which is still not as competitive as it used to be. In this case, Global believes that it could develop and deploy a combination of mobile technologies to compete with its existing networks. We will expand into a number of additional countries, with potential to scale to more than 10,000 or 10 billion customers, by 2024. Once the first time Global offers the service, most customers will become aware of the service and are on board, and our service will also begin to be available in other parts of Asia. There also needs to be a long-term commitment to provide Global with an experience that could be successful. Once we have successfully implemented it, I think that we will have a solid customer base by 2014. If we are successful, we will see growth at a very high level across our entire business. As I suggested in my presentation, I was talking about the importance of giving customers a choice that will ensure that they understand the benefits and they continue to benefit from this technology throughout their lives. It is clear that in this case, if all we have to do is set up a satellite provider, our business will have a lot more power to make sure that our customers are happy with us in the long term despite the fact that they will no longer be happy with this service. They can also choose not to use the service, because if they do use it, they have been told this service will not be competitive with the traditional services available to them by a large margin. However, given the fact that we already had some major customers with our satellites the company will continue to make their wishes as important as their money. Ultimately, that is why we believe that Global will do everything possible to help get to the right place where it is possible to offer customers what they wanted. There have been multiple reasons why we have failed. One was that we did not have a good track record of delivering customer satisfaction in our markets. This is often in contrast to our competitors who have the same quality as ours, but fail horribly when it comes to customer satisfaction. The other reason is that we are not a business that relies on any sort of customer satisfaction model. The company does not have to provide feedback on customer satisfaction, therefore it does not benefit from customer feedback regarding the service that they have provided us. The company still offers what we value and is working to improve the customer experience.
The top 10 Reasons why we had our best year so far
1. We have continued to innovate
With the successful launch of our mobile platform, we were able to accelerate growth throughout the
₂Global is on track to have 5,000+ subscribers in the first half of 2016 at an anticipated rate of around 2.4 million, that is about 14% of its total business. With such a long distance and competitive nature, it would also be easy to have a competitor offer such service but it is certainly not a perfect solution. It is also being hard for these companies to find any competitive alternatives in their markets. I know that these issues will require time, but they will certainly be solved once it becomes clear that they have found some of the solutions for their businesses, especially the ones that offer high-speed access to their customers as well as the services required to operate more efficiently. The company did not offer the technical solutions until we were able to do business in 2015. However, we have also had more than 400,000 customers in these four countries, as well as 300,000 local subscribers. We plan to be a part of this business for 30 days, then we will move to a satellite provider, which will be available very soon.
₂As we said before, our aim is to continue innovating. Our mobile services will be in a region which is still not as competitive as it used to be. In this case, Global believes that it could develop and deploy a combination of mobile technologies to compete with its existing networks. We will expand into a number of additional countries, with potential to scale to more than 10,000 or 10 billion customers, by 2024. Once the first time Global offers the service, most customers will become aware of the service and are on board, and our service will also begin to be available in other parts of Asia. There also needs to be a long-term commitment to provide Global with an experience that could be successful. Once we have successfully implemented it, I think that we will have a solid customer base by 2014. If we are successful, we will see growth at a very high level across our entire business. As I suggested in my presentation, I was talking about the importance of giving customers a choice that will ensure that they understand the benefits and they continue to benefit from this technology throughout their lives. It is clear that in this case, if all we have to do is set up a satellite provider, our business will have a lot more power to make sure that our customers are happy with us in the long term despite the fact that they will no longer be happy with this service. They can also choose not to use the service, because if they do use it, they have been told this service will not be competitive with the traditional services available to them by a large margin. However, given the fact that we already had some major customers with our satellites the company will continue to make their wishes as important as their money. Ultimately, that is why we believe that Global will do everything possible to help get to the right place where it is possible to offer customers what they wanted. There have been multiple reasons why we have failed. One was that we did not have a good track record of delivering customer satisfaction in our markets. This is often in contrast to our competitors who have the same quality as ours, but fail horribly when it comes to customer satisfaction. The other reason is that we are not a business that relies on any sort of customer satisfaction model. The company does not have to provide feedback on customer satisfaction, therefore it does not benefit from customer feedback regarding the service that they have provided us. The company still offers what we value and is working to improve the customer experience.
The top 10 Reasons why we had our best year so far
1. We have continued to innovate
With the successful launch of our mobile platform, we were able to accelerate growth throughout the
Next Global realized that they needed to cut costs and become more global by outsourcing its call centers to India and Ireland. This will help lower the unit costs for handling calls by 40%. They felt this was the best way to provide its consumers with high quality intelligence at the best price for the company, in turn increasing profitability and gaining globalization.
Stakeholder Perspectives/Ethical DilemmasThe stakeholders in these decisions are the employees of Global, the Union and Global itself. The employees have a lot at risk here because in order to make Global more profitable the company is outsourcing their call centers to India and Ireland. This will affect the employees because some of them will have the option to relocate which will cut their current salaries by 10% and the others will be laid-off. The union has a stake in this also because they are the one representing the employees without them being involved in the decision making process they have no control over what will happen to the employees that they are trying to protect. Last the company Global itself is a stakeholder. Global is trying to come up with solutions to make the company survive. If they are not able to make drastic changes to the way they are running the business they may not have a future. The problem they are having as a company is that they have always had the philosophy “Our Edge is People” (Scenario, Global Communications). By outsourcing the current call centers this will definitely hurt morale and could cut productivity across the whole company, but they need to cut costs in order to survive. They also did not take into consideration the union contracts that they have with their employees. Last they did not understand the emotional intelligence of all people involved in this process and therefore moved without taking the proper steps to make sure everyone was taken care of in the end, both the company and its employees.
End-State VisionGlobal is in need of some major changes in order to become more competitive andprofitable in the future. In order to become more competitive they must have more resourcesavailable to the consumer and cut costs where it can.First in order to become more global and have more resources available to the consumerit is necessary for Global to locate more call centers in other countries. This will createprofitability by cutting unit calling costs up to 40%. Global will work closely with the union torenegotiate the contracts so that the employees will be taken care of. The company may offeroptions to relocate current employees to these call centers, there would be a 10% pay cut but thecompany could also offer a retention package for those employees that stay onboard. Thispackage would include a percentage of pay back as a bonus to all of the employees that didrelocate as long as Global were to remain profitable and increase its numbers. There will besome lay-offs those people involved in the lay-offs will be offered a severance package andcareer counselors available to help with their future career success.Next Global must supply more options to the consumer in order to compete with othertelephone and cable companies. “To compete with the local telephone and cable companies,Global has created alliances with a satellite provider to offer video services as well as a satelliteversion of broadband. Partnership with a wireless provider will allow the small business owneranytime Internet access using wireless telephone or PC cards. Even company information hostedin mainframes can be accessed remotely” (Scenario, Global Communications).By taking these two steps Global will be able to show measurable increases