Generic_Benchmarking_Team_A

Generic_Benchmarking_Team_A - Generic Benchmarking Running...

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Generic Benchmarking 1 Running head: GENERIC BENCHMARKING: GLOBAL COMMUNICATIONS Generic Benchmarking: Global Communications Amanda Hassman, Devang Karnik, Daniel O'Shea, Monday Nnah University of Phoenix
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Generic Benchmarking 2 Generic Benchmarking: Global Communications Problem/Opportunity Statement Global Communications will grow to become a leader in communications industry by using effective communication and actively involving all the stakeholders in the implementation of their plans. (Devang) Generic Benchmarking The benchmarking process is more than just gathering data on how well a company performs against others--it's a method to identify new ideas and new ways to improve processes and as a result, to better meet customers' expectations. (Elmuti, Kathawala, & Lloyed, 1997). Benchmarking takes various different forms; Generic benchmarking can be employed in any industry, Functional benchmarking looks at similar practices and processes in organizations or companies in other industries, Competitive benchmarking compares a company’s processes to its competitors’ processes and Internal benchmarking observes processes or practices within an organization over time under the lenses of set goals and objectives (Fischer, 2001). Here, we will be looking at various companies that faced problems similar to Global Communications and look at how the companies reacted to those problems and try to use benchmarking to apply those results to Global Communications.
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Generic Benchmarking 3 Generic Benchmarking: Topics 1. Union-Management relationship Union-management relationship is very important for success of any company that has an active union. It can make or break a company’s plans for implementing change and moving ahead with the future in mind. “A union-management relationship gone sour can be ugly-and costly” (Jusko, 2003). Both the union and the management have to work together for the success of the company. They have to understand that the success of the company depends on the success of the employees and viceversa. This did not happen in the case of Global Communications. The management in this case exluded the union from the decision making process and thus made it even more resolute to resist the outsourcing which might be in the longterm interest of the company and its employees. 2. Outsourcing Recently a large number of companies have gone for outsourcing of some sort or the other. The decision is mostly driven by business objectives such as cost reduction, increasing flexibility, gaining access to particular technologies, or simply to concentrate management bandwidth on core activities (Outsourcing Institute, 1998; Perkins, 2004 as cited in Khanna & Randolph, 2005). The Global Communications has taken a decision to outsource some of its call centers to India and Ireland. Now it faces issues that come with outsourcing – laying off or relocating employees. Thus there has to be a best practice that has to be followed with the implementation of the outsourcing process and dealing with
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