This paper is a problem solving case study about Global Communications, which is adopting an outsourcing strategy to send the majority of its call center functions overseas.
Written in 2008; 3,265 words; 13 sources; APA; $ 93.95
Paper Summary:
This paper explains that Global Communications' (GC) outsourcing strategy for its call center functions is a strong competitive decision; however, the methodology employed in arriving at the decision and in announcing it to employees, while disregarding the employee union, has left it in an ethical and communicative predicament. The author suggests that GC should have first aligned its corporate culture and human relations functions with the realities of the global marketplace. The paper suggests that GC should have formulated a new mission statement then adjusted its hiring and retention practices to match this new statement. The author states that only then should the company move forward with such a radical strategy. The paper includes original tables that summarize the problem solving process.
Table of Contents:
Abstract
Problem Solving: Global Communications
Issue and Opportunity
Stakeholder Perspectives/Ethical Dilemmas
Problem Statement
End Vision
Alternative Solutions
Analysis of Alternative Solutions
Risk Assessment and Mitigation
Optimal Solution
Implementation Plan
Evaluation of Results
Conclusion
Table One: Issues, Opportunities and Concept
Table Two: Stakeholder Perspectives and Ethical Dilemmas
Table 3: Alternative Evaluation Matrix
Table 4: Risk Assessment & Mitigation
Table 5: Optimal Solution Implementation Plan
Table 6: Evaluation of Results
From the Paper:
"There are three primary stakeholders involved in this situation and each is equally important. GC is a publicly held company and the shareholders expect it to be operated in a globally competitive manner and in a business environment where all major telecommunications competitors have, if not already outsourced call center operations, appear to be considering it, shareholders demand that GC take the lead in this strategy. Executive management is charged with the efficient and fiscally sound operation of the company and as such, they too must consider all competitive options."
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