Presents a human resources gap analysis for Global Communication's plans to outsource its call center.
Written in 2009; 2,615 words; 5 sources; APA; $ 78.95
Paper Summary:
This paper analyzes the situation in which, to reverse its losses, Global Communications is creating an ethical dilemma by outsourcing its technical call centers without informing the main people whom this decision will impact, especially the union. The paper explains that Global Communications, therefore, now faces a huge individual human resources gap between its consumer and employee relationships and its profit management. After presenting the gap analysis in table format, the paper concludes that handling ethical dilemmas is not just about solving the problem at whatever cost, but is also about obtaining a solution that minimizes future repetitions.
Table of Contents:
Situation Analysis
Issue and Opportunity Identification
Stakeholder Perspectives/Ethical Dilemmas
End-State Vision
Gap Analysis
Table: Issue and Opportunity Identification
Table: Stakeholder Perspectives
Table: End State Goals
Conclusion
From the Paper:
"The senior leadership team has come up with aggressive strategies to reverse their losses. They plan to "realize growth" with an immersion of new products and services, to add competition to rival companies, and they also plan to act on a "cost-cutting measure" that is sure to improve their profitability. Both of these strategies require them to branch out to an international level, to be reached by all consumers. By globalizing and outsourcing their services, offering technical call centers in regions such as India, and Ireland, they have the opportunity to reduce their unit costs for handling calls by 40%."
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