Situation Analysis and Problem Statement: Global Communications
Introduction
Problems or challenges are inevitable part of any business environment. In fact, many business organizations have to make critical decisions on a routine or daily basis. These decisions are essential to their operation and may have a huge impact on their organization’s financial health. Global Communications is a financially struggling telecommunications company faced with these decisions. They have developed a strategic plan to revitalize their company, however, their communication of the plan to key stakeholders within the organization was lacking. They now face the task of repairing their relationship with the Technologies Workers Union and their employees. However, they have put their employees at risk for job dissatisfaction possible resulting in low productivity and high turnover. Ultimately, these factors could negatively impact customer service and can lead to loss of business and revenue for the organization. By implementing positive change management practices and developing value added channels of communication, Global Communications has the opportunity to align key stakeholders under a common vision. By doing this they can achieve organizational comprehension and employee involvement that results in the garnering of trust and loyalty among stakeholders.
Describe the Situation
Issue and Opportunity Identification
Global Communications is a financially struggling telecommunications company. Its stock has depreciated fifty percent in three years. Currently, the organization is faced with too much competition within the telecommunications industry. Local, long-distance and international markets are all competing for the same business. In addition, the industry suffered a huge blow at the hands of the cable companies, who stepped in to provide complete solutions encompassing computers, televisions and plain old telephone service (POT).
Senior Management at Global Communications has developed a plan to revitalize the organization.
Broadway Broker’s management team is faced with the challenging task of downsizing and consolidating the organization. A thorough investigation as to how to execute proposed changes will need to occur before the organization can forge ahead. Change processes must be executed in a fashion that portrays compassion and consideration for all involved. For change to be successful the management team must have understanding and empathy for the psychological impact of imposed change and how employees will react. Most humans are fearful of change and do not embrace change in a positive manner. The road ahead will be difficult for the management team at Broadway Broker’s, however; with proper planning and understanding positive change can sustain the future of the organization.
The Civil War split the nation in half. It tore apart families, and Union soldiers against Confederate soldiers for four miserable years. From the first shots fired at Fort Sumter 1861, and ending with a unanimous Confederate victory in 1865. All in all 630,000 people died and many thousands wounded. The deaths in the Civil War totally surpassed the death totals from any other war (1). For those managed to survive the up hill battle just began, they faced many unknowns in a world moving in an uncertain direction. With the north beating the succeeded south in the war, politicians faced a hard task of reuniting the divided country. With reconstruction now in affect, both northern workers, and southern farmers now face many new obstacles and uncertainties about their jobs. The southern farmers had it bad, they lost the war, lost their slaves, and were forced to move west in order to find new farmland and continue to make a manageable living. However the north and south would find out that they would need each other in order to move the country forward.
Moreover, the company has placed great significance on open and honest communications with the employees on many levels. Even more, leadership expected a plan that would utilize all human assets in a way that would support the organization’s attitude in servicing customers and employees. As such, they found it important to centralize the staffing initiative in order to maintain the unique corporate culture created in the beginning. Every one of these strategies would be focused on centralizing staffing, brining in the best possible employees, and retaining each on a high
YakkaTech Corp. is growing IT services firm which mainly installs and upgrades enterprise software systems and related hardware. They have grown and consolidated as well as become more efficient at their business but this isn’t without growing pains. Their employees seem to lack job satisfaction and their customers feel that the employees “seem indifferent to their problems.” The company’s voluntary quit rates have risen above the industry average while management raises pay rates in the hopes that customer service quality and productivity would improve.
Effective competition is widely seen as a key to the development of telecommunications services. The ability of new telecommunications networks to interconnect fairly and efficiently with existing networks is critical to the development of competition. AT&T has undergone numerous changes since its inception in the late 19th century. The McKinsey 7 S framework as applied by Pascale is recommended to manage the changes they are facing to adopt a greater competitive presence in the global economy. In conjunction with this framework, numerous other models were applied to analyse the global competitive position of AT&T. Recommendations for a revised strategy and direction for AT&T have been made throughout this document including two scenarios of how the telecommunications industry might develop towards 2000, while outlining the impact on AT&T.
...t is essential to the health of an organization that all the ways be considered before change is instituted. Communicating with employees is not an arbitrary concept, but rather one that all managers must practice on a daily basis. When communication is healthy, change is more likely to be healthy as well. The purpose of this paper was to give an example of an organizational change that occurred, and analyze the effectiveness of communication that occurred leading up to this change.
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.
Global Communications can find a way to increase stockholder value, cut costs and improve profitability by making appropriate organizational adjustments
Organizational change, particularly large-scale change, becomes part of the company’s history; therefore, it is crucial that senior leadership plan the change thoroughly. Planning may include understanding the current state of the organization, the external and internal environment, and identifying the organization’s long-term vision simultaneously. Choosing the right approach is significant in the change process as it may be true with British Airlines’ wildcat strike blunder. This blunder is now added to British Airway history where they lost 40 million pounds because of an oversight. Ideally, changes in the organization will have minimal employee impact and operational disruption; however, this is not the case with British Airways when
Change happens all the time and affects all facets of life. It is unavoidable; and occurs for various reasons. Change is constant. In the business world, change is defined as a process that moves an organization from a present state to a desired future state with the goal of enhancing their effective¬ness (Weiss, 2012). Organizational change is generally triggered by external and/or internal forces (Weiss, 2012). Some external forces that cause change are the economy, technology, political and socio-cultural issues. Internal forces that lead to change can be attributed to leadership skills and abilities, goals and objectives, as well as improvements in technology. These forces then lead to changes within the business structure, processes and procedures, physical work environment, job design and duties as well as skills and knowledge levels. Regardless of the type of force that triggers the change, organizations need to take advantage of the opportunity, communicate the vision and strategy, create value and gain the support of the employees and stakeholders. Change is an ongoing and never-ending process of organizational life (Van de Ven, & Sun, 2011). One corporation that has gone through numerous changes is AT & T; a global corporation that is recognized as one of the leading worldwide telecommunications providers of innovative, reliable, high-quality products and services (att.com). Just like other global corporations, within this corporation there are many business entities such as Finance. Within this entity there is an organization called Bill Review. This paper will examine how the Bill Review organization has a critical need for change in regards to customer satisfaction and how to effectively utilize the Kotter Eight Step...
All change efforts should involve employees on all levels to mitigate ambiguity and in cohesion. Organizational change, whether big or trivial, needs to be explicated and communicated, specifically changes that affect how employees perform their jobs. Moreover, communication has a dual function: Assimilating communication leads an organization towards order within an organization. Effective communication leads an organization towards proficiency and through it creatively to a new path of development (Anttila, 2001). The communication process gets its inputs when organizational management defines the needs and targets for
The events that led to the changes Global Communications are making came about with the shift in technology and the competition within the telecommunications industry. With companies able to compete globally, there is too much competition within the industry from other telecommunications companies as well as cable companies who can offer all the same services. With increased companies offering a wide range of services, Global is forced to cut costs in order to compete effectively and increase profitability. To this end, Global Communications senior management has come up with an approach to outsource some of their call centers to India and Ireland and expand new services to small business and consumer customers. Global also joined with a satellite provider to offer video services and a satellite version of broadband. This will mean job cuts and a reduction in salary for employees who remain and are relocated. The plan was accepted quickly and now management is under the gun to communicate the changes effectively to the employees without risking a morale problem that could affect productivity. Also, since the employees belong to a trade union and the union was not involved in the process of negotiating these changes, Global has to consider the legal and public relation implications of not fulfilling their contractual obligation to the trade union.
Global Communications (GC) organization has recently been through numerous troubles detrimental to its primary functions. Global Communication is a telecommunication company. Due to current economic conditions, telecommunications organizations are struggling to keep up with other industries. Their stock prices have fallen 50 % over a three-year period. The company has fixed costs that cannot be met, due to its lack of operating capital. Cost cuts made by the company include cutting healthcare and education benefits. Employee retention is another governing factor at the organization. The organizations should obtain and maintain a comprehensive understanding of cultural diversity within the workforce. Global Communications had to establish an appropriate benchmark of performance; therefore, the company will know when goals are not met. A significant increase in the efforts to develop the proposed globalization campaign perspective will provide alternative solutions to current organizational predicaments.
Effectively communicating is the most important part of organizational change. The most difficult part of communication is that successful communication is not achieved through words alone. There is a strategy for effectively communication. This paper will identify several strategies and address each of the benefits and disadvantages.
In dealing with employees, it isn't enough to appeal to them on the basis of loyalty to the company. They need personal reasons for showing this loyalty. Whether we're instituting a new educational program or undergoing a total restructuring, we can get our employees on board more readily if we show them how the change will affect them for the better.