Gap Analysis: Global Communications

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Recommended: Short note on customer relationship management

This Gap Analysis will show the situation analysis on Global Communications and the company’s issues and opportunities as to move forward into the future by focusing on customer satisfaction. I will attempt to show the stakeholder perspectives of the company with the workers Union and the consumer marketing and sales division.

The Gap Analysis will include and end-state vision by explaining the path in order to reach the desired goal of making the company a true global company that has a strong customer relationship. The body of the paper will support the goals and show examples on how to reach the desired goals to support the end state vision.

The 3 tables in the paper are shown to describe briefly the opportunities and to outline the goals to go forward. In the conclusion, I will recap all opportunities and the goals to go forward for the company Global Communications.

Situation Analysis

Issue and Opportunity Identification

I believe that Global Communications did not take their consideration into the customer service side of the business. In my opinion, what lead up to Global Communications being in this situation and the stocks decreasing and put the company in the red was due to the bad customer service which caused them to look at the lay-offs and going overseas for lower wages.

An opportunity they have is they need to make sure that they understand what is involve going overseas, for example, the language and the culture. They need to deliver to the customer good customer service to succeed.

Take some of their profits and go into new horizons to broaden the company. Maybe create more jobs available here in this country. There were issues that the union kept demanding more money for the people, and supervisors were unable to let go the bad employees.

Global Communications needed to go global to try increasing profits. A new study that Duke University is challenging the belief that the common reason companies go to China and India are because of the lower salaries. (Mary Hayes Weier). Studies that outsourcing creates U.S. job (MSN Money Staff). If that’s the case, then Global Communications could create more jobs here in the United States.

Stakeholder Perspectives/Ethical Dilemmas

Some of the stakeholders are the stockholders, which they care about making a profit. In my opinion, some ethical issues are the stockholders most of the times only care about making a profit.

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