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Gap Analysis: Global Communications 1 Running head: GAP ANALYSIS: GLOBAL COMMUNICATIONS Gap Analysis: Global Communications Devang Karnik University of Phoenix
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Gap Analysis: Global Communications 2 Gap Analysis: Global Communications Gap Analysis is a term generally used for a process of identifying, specifying and taking action on the gap between a situation as it exists and the situation as we would like it to be. In the case of Global Communications, a company that once led the industry and is now on a decline due to various reasons; this process could prove to be very useful. There are various issues that this company is facing and it is important for these issues to be identified so that they can be resolved. Gap analysis plays an important part in the problem solving by clarifying the gap between the desired end state goals and the present state of the company and thus paving a path for changing the course of the company so that the desired end state goals can be reached. Situation Analysis Issue and Opportunity Identification Global Communications is facing a wide range of issues from loss of investor confidence to lack of communication between various stakeholder groups which is threatening to spiral out of control. It probably did not visualize the intense competition that it is facing right now. It is falling behind the competition in the range of products it offers. It offers products individually whereas the competition is offering cheap bundles of products. It does not yet have the technology and the infrastructure to offer similar products. It will have to depend upon ties with different companies to provide these kinds of services. This is threatening to put it out of business and thus it is losing investors’ confidence. Its stock price has fallen by more than 50% over the last three years. Moreover, it has also suffered a setback in the communication between the management and the union over the decision to outsource the call centers. The management did not partner with union before making this decision even though the union should have been a
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Gap Analysis: Global Communications 3 key player. Now the union is up in arms against this decision as it means loss of jobs for a lot of its members and those who won’t lose jobs will take a pay cut. The fact that the management had just negotiated a decrease in benefits with the union didn’t help either. Stakeholder Perspectives/Ethical Dilemmas The various stakeholders in this scenario are the investors (shareholders) and the board of directors, the senior management of the company, the employees and the customers of the company. The customers can be called indirect stakeholders because ultimately they are the ones who drive sales for a company and it is in the company’s interests to keep them happy and satisfied. The investors and the board of directors are, for the most part, interested in the
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This note was uploaded on 10/15/2008 for the course MBA 500 taught by Professor Reinsch during the Spring '08 term at University of Phoenix.

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Gap Analysis - Gap Analysis: Global Communications Running...

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