Problem Solution: Global Communications 1

Running head: PROBLEM SOLUTION: GLOBAL COMMUNICATIONS

Problem Solution: Global Communications

Terri P. Johnson

University of Phoenix
 Problem Solution: Global Communications 2

Problem Solution: Global Communications

Global Communications is an information technology (IT) service provider. The

company needs to increase its revenue. To give the company a competitive edge, upper

management has prepared a new growth strategic plan that was approved by its Board members.

The plan is to introduce new products and services, cut costs, and initiate outsourcing in the

global market. The key to success in global outsourcing is the use of effective communication.

Global Communications needs effective communication in its decision-making process.

Outsourcing involves ability to innovate and create ideas for the company’s products and service

to move forward with a competitive edge. The company’s knowledge base and problem-solving

techniques requires effective communication to create ideas for new products and services.

Global Communications needs educational awareness of cross-cultural communication

and language barriers. The staff should also be educated on what the company expects of its

employers and interpretation of work related concepts used in the daily operation of the business.

.
 Problem Solution: Global Communications 3

Situation Analysis

Issue and Opportunity Identification

Global Communications is a telecommunication company that needs to increase its

revenues and profits. The company’s stock is half of what it was three years ago. The decrease in

stock shares can be attributed to the industry having too much competition in its field. New

telecommunication businesses are expanding into the global market, such as the cable company

new multi-media bundle package. Global Communications has the approval of the Board to

initiate a new growth strategic plan. The plan will include new products and services, cost

cutting measures, and global outsourcing.

Global Communications’ new strategic plans will initiate outsourcing its products and

services in the global market. Customer call centers will be moved to India and Ireland. Both

countries have skilled, but cheap labor. The long distance out of these countries will save an

additional 40%. To successfully outsource products effective communication is needed.

Outsourcing needs communication in planning how to attract and bid for new vendors,

negotiating contracts, knowledge bases to problem-solve complex internet network systems and

manage good relations with its clients. Global Communications is moving some of its Customer

call centers India and Ireland. An issue that needs to be addressed is how to minimize cross-

cultural barriers, especially in language. To successfully implement global outsourcing and

address new issues, effective communication is the solution.

 Problem Solution: Global Communications 4

Stakeholder Perspectives/Ethical Dilemmas

Global Communications’ Board members, shareholders, and senior management have an

interest to increase its revenues and profits, initiate global outsourcing, and cutting cost

measurements. It has the right to increased sales (revenues, profit in return for invested capital,

and senior management rewarded for its success at implementation of the new growth strategic

plan. The company’s values are safety of its new products and services, product testing, quality

customer service, credibility and integrity.

Global Communication’s employees have an interest in retaining their jobs. They have

rights to decent wages, competitive careers, and opportunities for educational advancing their

skills. Values of the company’s employees are professionalism, courtesy and respect, and Global

Communications caring about its employees.

India and Ireland have self-interest for their countries. The countries will be supplying

the outsourcing resource (e.g. call centers and skilled, low paying workers). New jobs will be

provided which will help boost the country’s economy. Both countries have the right to require

Global Communications to pay taxes and adhere to its laws. India and Ireland cultural sensitive

should be respected. These countries value good business relationship with Global

Communications.

The customers have an interest in Global Communications’ products and video satellite

services. They have a right to demand the company produce high quality items at low prices.

The customer’s values are dealing with a business that is honest and carrier a credible reputation.
 Problem Solution: Global Communications 5

Problem Statement

Global Communications has a new growth strategic plan that includes outsourcing its

products and services globally. Global Communication staff need to be able to communicate to

initiate strategic planning to bid for vendors, negotiations, contracts, designing new clients

internet network systems, monitor its progress, mitigate unforeseen risk and establish a

management relationship with its new clients.

The outsourcing plan includes moving some of Global Communication Customer call

centers to India and Ireland which creates a new issue. How can the company eliminate or

minimize the cross-cultural and language barriers. The key to successfully implementing global

outsourcing and minimizing cultural and language barriers is using effective communication.
 Problem Solution: Global Communications 6

End-State Vision

Global Communication has become a key player in the telecommunication business.

Nancy Everhardt, Executive Vice President of Small Business and Market Sales has been in

charge of the outsourcing program and has successfully developed workshops and classes to

communicate what the company expects of its employees and interpretation of work related

concepts used in the daily operation of the company. The intensive educational training classes

have created an excellent staff with improved emotional intelligence. McShane & Von Glinow

(2005) states, “Emotional intelligence is the ability to perceive and express emotion, assimilate

emotion in though, understand and reason with emotion, and regulate emotion in oneself- and

others” (p. 15).

In McShane & Von Glinow (2005) emotional competencies is explains, “Learned

capabilities based on emotional intelligence that lead to superior performance” (p. 15). The staff

has not only improved its quality of understanding work related concepts and the outsourcing

process, but expanded its knowledge base to include controlling emotions. This is a necessary

component to satisfying Global Communications’ customers. Nancy Everhardt has also

successfully created new innovative ways in outsourcing in the global market that has attracted

several new large companies as clients.

Global Communications has successfully implemented its global outsourcing. The

revenues have produced unforeseen profits. This can be attributed to the training workshops and

E-courses developed by the company for global workers to understand foreign countries cultures

and languages as in India and Ireland. The company has rewarded its skillful employees with

huge incentive bonuses. There is an organization commitment. McShane & Von Glinow (2005)

states, “Organizational commitment refers to the employee’s emotional attachment to,

 Problem Solution: Global Communications 7

identification with, and involvement in a particular organization. Organizational behavior

scholars call this affective communication because it refers to the individual’s feelings toward the

organization” (p. 23). Global Communication has not only profited, but has won “employees’

hearts (affective commitment) beyond tying them financially to the organization (continuance

commitment)” (McShane & Von Glinow, 2005, p. 25).

 Problem Solution: Global Communications 8

Alternative Solutions

Global Communications wants to implement its new growth strategic plan which

includes introducing new products and services, cutting cost measurements, and outsourcing

globally. The majority of businesses are outsourcing their internet system to internet technology

(IT) service providers. Many businesses do not know how to develop an internet network system

internally. Many managers do not know the jargon of internet service network systems.

McShane & Von Glinow (2005) states, “jargon [is] the technical language and acronyms

as well as recognized words with specialized meanings in specific organizations or groups” (p.

Business managements seem uninterested and contract out their internet network systems to IT

service providers like Global Communication. Outsourcing has become the trend that companies

like Fujitsu Services has excelled to become one of the top global outsourcing

telecommunication companies’.

Harari (1999) Fujitsu Services market values were stagnant, whereas, Global

Communication stock was depreciating more each year. Fujitsu used problem solving

techniques to evaluate its business, which revealed a logistical problem (para. 5). According to

Harari (1999), a relationship between Japan and a United States company, FedEx, provided

strategic-innovative ways to delivery better services to Fujitsu’s customers and established a

management relationship between both companies (para. 4). Fujitsu not only problem-solved the

logistical problem, but managed its outsourcing relationship to effectively communicate an

efficient means of outsourcing its services to its customers.

Fujitsu Services used innovative ideas to solve its logistical problem. The solution was to

partner with FedEx and through research, brainstorming and other innovative thought processes,

was able to bring its failing business into a sound competitive edge in the industry of
 Problem Solution: Global Communications 9

telecommunication. In 2006, Fujitsu received the Baxter Neumann Award for excellence in

outsourcing and shared services.

Global Communications needs to learn how to implement its outsourcing globally. Such

a challenge requires good communication skills to plan a strategy to obtain vendors which

includes bidding, vendor negotiation, contracting, implementing internet network system for

client, and monitoring the system’s progress. All of these procedures are like Fujitsu Services;

they need the ability to use communicative skills in problem-solving or creating innovating ways

to implement internet network systems for different clients needs.

Global Communications’ opportunity for expansion into global outsourcing must

minimize culture and language sensitivity issues. The global workforce should have effective

communication education on key work related concepts of the company. Global

Communications senior management and staff must understand verbal and nonverbal

communication in India and Ireland. Cross-cultural and language barriers have to be either

eliminated or minimized as Alltel, Inc. was able to implement a working solution in its

organization.

Alltel, Inc. is a global communication company and continues its competitive advantage

by minimizing cross-cultural communication barriers. In the Thomson NETg (2007) the

company choice was for “NETg [to] develop an e-Learning curriculum to re-skill its global

workforce on the newest product advances” (p. 1). The training program has developed a specific

comprehensive language program to aid in Alltel’s global work force interpretation of verbal and

nonverbal communication.

Nonverbal communication has an important role in the cross-cultural language barrier. To

minimize the language barriers between its global workers, Alltel uses an education consulting
 Problem Solution: Global Communications 10

firm called NETg. The educational consulting firm, NETg, has developed one to two day

workshops and 24 hours online courses on language for Alltel’s global workforce.

Alltel implemented the online and Datatrak program by NETg. There are one to two day

workshops, and 24 hour internet classes to improve the language skills of Alltel’s global

workforce. There is an upper management program, Datatrak, which creates accustomed

curriculum, targeting training for managers and supervisors (Thomson NETg, (2007), p. 1). The

Datatrak program was so effective, upper management had more features added to the online

learning site and plan create a customized curriculum, targeting training for managers and

supervisor (Thomson NETg, (2007), p. 1).

NETg established cross-cultural and language educational programs to reduce culture and

language sensitivity of its global force. Effective educational workshops and training classes

will give Global Communications a competitive advantage because the staff will have a better

understanding about the company’s work related concepts and culture sensitivity. These issues

were resolved using effective communication.

 Problem Solution: Global Communications 11

Analysis of Alternative Solutions

Global Communications’ global outsourcing of its products and services needs effective

communication to resolve issues that have arisen. Global outsourcing includes having a

knowledge base to problem-solve complex implementation of internet network systems for its

clients. Innovation and creativity are important to outsourcing for each client’s needs are

different to this use of an internet network system. Outsource creates another issue, minimizing

cross-cultural and language barriers.

Global Communications’ wants to move some of its Customer call centers to India and

Ireland. The company’s global force needs to be educated about outsourcing, work related

concepts, what the company expects of its staff and minimizing culture and language barriers.

Outsourcing successfully in the international market needs development of educational

workshops or online classes. To launch a successful global outsourcing project, communication

between both continents must be understood, as well as work related concepts that are vital to the

company’s operation. The primary component to outsourcing globally is developing effective

communication.
 Problem Solution: Global Communications 12

Risk Assessment and Mitigation Techniques

The alternative solutions to Global Communications’ issues addressing global

outsourcing and cross-cultural barriers have risks that can be mitigated through different

techniques. To increase the company’s revenue and profits through global outsourcing its

products and services, there are several risks and probability factors. First, the new products and

services may not be as marketability. This would cause low sales (revenues) and profit. A way

to mitigate is to test the new products and services with customers to get their input and ratings.

A second risk factor may be whether Global Communications’ management has the

ability to understand outsourcing operational performance. Lack of the ability to optimize

outsourcing processes in a global market may contribute to failure of the new growth strategic

plan, which means no increased revenue or profit. One way to mitigate is to educate Global

Communications’ managers about the strengths and weaknesses of outsourcing through

workshops or online E-courses.

The final factor in implemented outsourcing globally, is whether Global Communications

has enough capital to fund the project. If the shareholders do not invest enough capital to

support initiating global outsourcing of its products and services, the project will more likely not

be successful. To mitigate the risk of not enough funding, senior management needs to check the

company’s future availability of capital and include in an additional account funding for

unforeseen expenses.

The second alternative solution is effective communication. Risks and probability factors

consist of whether Global Communications’ managers should openly discuss to all stakeholders

the company’s goals. Consequences and severity of risks may be because hiding details of a
 Problem Solution: Global Communications 13

company’s objective causes stakeholders to mistrust leadership, disclosing the company’s

progress through internal newsletters, annual reports, emails, or new messaging such as e-Zines

would keep employees and other stakeholders aware of the company’s progress with the

outsourcing project.

The last alternative solution is Global Communication’s ability to measure the progress of its

outsourcing in the global market. The risks and probability whether having an outsourcing

consulting firm advise management in workshops or E-courses about new techniques to monitor

the company’s global outsourcing. Consequences of not having a workshop or E-classes may be

that the team will be untrained and unprepared to manage and measure the outsourcing progress.

The team could also overlook seeing potential risks or problems that could be mitigated

which could place the entire project in jeopardy of not succeeding. To mitigate this problem,

management could benchmark best practicing telecommunication companies to see how global

outsourcing is measured by different business. Global Communication has another risk and

probability factor. What would happen if the company does not have an internal means to aid in

monitoring its outsourcing progress? If Global Communication has no quantifiable objectives

and cannot provide good service to keep its customers satisfied, customers know how to go to

another service provider. This would mean a drop in sales and less profit.
 Problem Solution: Global Communications 14

Optimal Solution

Global Communications would like to increase its profit within the next five to ten years.

A new growth strategic plan has been implemented. The plan is to introduce new products and

video satellite services to compete in a crowded telecommunication industry. There will be cost

cutting measures, but the primary opportunity will be to enter global outsourcing. To be

successful, Global Communications has to addressed issues concerning outsourcing its products

and services. The answer to these issues is the key to the company’s success, which is effective

communication.

Global Communications needs effective communication to make decisions in planning

and implementing its internet network systems to its clients. Each client of the company will

have different use of an internet network system. Innovation and creativity are important

components necessary to maintain a competitive edge in telecommunications. The company will

provide a brainstorm section for its innovators and creative team. This will allow the

development of new ideas for the company’s products and services. The internet network

systems are complex and challenging systems for an internet telecommunication service

provider.

In Bateman and Snell (2004), Global Communication needs to continue emergent

strategies to build up its capital. “Emergent strategy is the strategy that organization “ends up”

pursuing, based not solely on what was originally planned and attempted but also on what

actually evolves from all the activities engaged in by people throughout the organization” (p. 30).

Emergent strategy is what Global Communication will encounter implementing different internet

network services for its clients. Bateman and Snell (2004) “Thus, emergent strategies may start

with planning from the top executive, but may also involve trial-and-error, experiment, learning
 Problem Solution: Global Communications 15

from mistakes, seizing unexpected opportunities and so on” (p. 30). Global Communication will

find itself using one or more of these types situations, but being innovative and creative will

bring forth ideas to allow the company to continue on a track that includes having a competitive

advantage and standing out from the rest of the competitors in the field of telecommunication.

The other issue to address is cross-cultural barrier and language barriers.

Global Communication will be moving some of its Customer call centers to countries like

India and Ireland. The company will have a competitive edge for these countries have skilled,

but low paying workers. The long distance from these countries will give Global

Communications a 40% discount, which helps to increase its profits. India and Ireland are both

cultural sensitive countries. Global Communication will need to implement an effective

educational program to train its staff. Thomson NETg (2007) is an educational consulting firm

that will developed workshops and online classes as solutions to training Global Communication

staff in cross-cultural and language barriers (p. 1). The workshops will not be time consuming.

They are normally one to two day affairs, but a lot of information about Global Communications

goals and desires will be expressed.

Another educational program is E-courses. Global Communications’ global workforce

have the ability to learn and understand the important work related concepts and the expectations

of what the company wants from its employees anytime during the day since these are online

classes that are on the internet 24 hours a day. A system like NETg, which has workshops and

E-classes along with managerial programs such as Datatrack would guide Global

Communications employees into the direction the company, wants to go.

Effective communication is the key toward successfully outsourcing its products and

services in the international market. Communication education is critical to remove cultural and
 Problem Solution: Global Communications 16

language barriers in the global workforce. These barriers can affect the operation of the newly

established Customer call services in India and Ireland.

 Problem Solution: Global Communications 17

Implementation Plan

Global Communications can implement outsourcing globally immediately. The senior

management should continue their strategic planning and monitoring of the progress of its

products and services. The Customer call centers are ready to be moved to India and Ireland.

The opening of the call centers will be September 1, 2007. Monitoring and submitting

progressive reports will be due quarterly. If there are any risks or situations that can be

mitigated, the situation is to be handled as a crisis and should be reported to a designated senior

manager. The new products and video satellite services will be available October 1, 2007. The

timeline to monitor and measure whether the public is interested in purchasing the new products

and services is to be checked the last week of each month. Outsourcing in a global field is not

only an opportunity but a challenge for Global Communications’ implementation plan.

Global Communications’ global outsourcing will initiate on November 1, 2007. This will

give the senior management time to train its new global workforce through NETg. The company

decided to use the educational consulting firm because of its benchmarking analysis that showed

its successful rate is 90% or more with other companies. The educational programs started

August 1, 2007. NETg has completed 10 workshops and one E-course programs consisting of

work related concepts and the expectations of Global Communication from its employees. The

company has also included in the educational program cross-cultural and language sensitivity

classes. The Datatrack for Global Communications’ manager starts on September 1, 2007.

NETg will be monitored every month until January 1, 2008. Then it will be monitored every

three months, six months and the goal is to monitor it once a year.
 Problem Solution: Global Communications 18

Global Communication outsourcing initiating for the planning stage is September 1, 2007

until November 1, 2007. Strategic bids and negotiating contracts with new vendors in the global

markets will initiate on November 1, 2007. Implementing new internet network systems for the

company’s new clients will begin December 1, 2007. Monitoring measurements of outsourcing

globally will be done the end of each month. Global Communications wants to see a rise in

revenues and profits by December 1, 2008. This timeline will allow the company to implement

the plan, monitor its progress and rectify any risks or mitigating situations.
 Problem Solution: Global Communications 19

Evaluation of Results

Global Communication success will meet its goals by December 1, 2008. The company

has solutions to implementing its outsourcing products and services in the global market. The

outsourcing will start with moving educational training of its global workforce. The training will

include educating the staff on work related concepts and the expectations of Global

Communications from its employees. Cross-cultural and language sensitivity workshops will

also enhance establishing an effective communication between the company and its staff. The

company has hired NETg, an educational consultant firm, to implement the workshops, E-classes

and Datatrack for its managers. By November 1, 2007 the new personnel will have completed

the educational workshops and online courses on the relevant information necessary for the

operation of the Customer call centers and outsourcing services.

Outsourcing globally will need effective communication from the entire staff. Senior

management must plan strategically how to bid successfully to get new clients to install their

internet network services. The negotiations and contracts will be done by upper management

with junior trainees sitting in as an educational teaching of what is expected by the company in

upper management roles. Upper management will distribute who will be responsible for what

part of the outsourcing project for its new clients. Internet telecommunication specialist and

managers will be accountable for installation of new services for their newly formed business

partners. Innovation and creativity will have its own brainstorming center within the call centers

for its internet telecommunication (IT) specialists to research, benchmark, brainstorm, etc to

produce new ideas for the Global Communications’ products and services. Effective
 Problem Solution: Global Communications 20

communication will be initiated immediately on all staff levels for it is the key to the success of

global outsourcing and minimizing cross-cultural and language barriers.

 Problem Solution: Global Communications 21

Conclusion

Global Communications has the opportunity to increase its revenue and profits through

global outsourcing. The new growth strategic plan includes outsourcing the company’s new

products and services globally. The company plans to move some of its Customer call centers to

India and Ireland. In both instances, effective communication is the key to the success in

implementing outsourcing and minimizing cross-cultural and language barriers. Educational

classes and workshops for all employees is the key to success in global outsourcing. Global

Communication is on the right tract by hiring NETg, an educational consulting firm. The global

workforce will be educated in work related concepts, expectations of the company in its

employees, and cross-cultural and language sensitive courses and workshops. Global

Communication is on the right track toward having a competitive advantage in the

telecommunication industry.
 Problem Solution: Global Communications 22

References

Bateman & Snell, (2004). Management: The New Competitive Landscape, 6e

The McGraw-Hill Companies.

Harari, O. (1999, June). The LOGISTICS of Success. Management Review, 88(6), 24. Retrieved

August 27, 2007, from MasterFILE Premier database.

McShane & Von Glinow (2005). Organizational Behavior: Emerging Realities for the Work

Place Revolution, 3e. Chapter ____ :Workplace Emotions and Attitudes. The McGraw-

Hill Companies

McShane & Von Glinow (2005). Organizational Behavior: Emerging Realities for the

Workplace Revolution, 3. Chapter ____: Communicating in Teams and Organizations.

The McGraw-Hill Companies

Thomson NETg. (2007). Thomson NETg – ALLTEL. Retrieved August 25, 2007 from

http://www.netg.com/customers/SuccessStories/Alltel.asp.
 Problem Solution: Global Communications 23

Table 1

Issue and Opportunity Identification

Issue Opportunity Reference to Concept

Specific
Course Concept
(Include citation)
Global Communications has had a Increase “Communication Communicatio
50% drop in stock shares in a field revenue and refers to the n
of too much competition. To take profit through process by which
the company into a new direction new growth information is
to increase revenue and profit, a strategic plan transmitted and
new growth strategic plan offers which allows understood
the company the opportunity to the company to because
produce new products and enter the global transmitting the
services, cut cost, and global markets by sender’s intended
outsourcing. Effective outsourcing its meaning is the
communication is needed to new products essence of good
resolve the issues outsourcing and and services. communication”
cross-cultural barriers, especially (McShane & Von
in language. Glinow, (2005), p.
3).

“Effective
Communication is Effective
vital to all Communicatio
organizations n
because it
coordinates
employees, fulfills
employee needs,
supports
knowledge
management, and
improves decision
making”
(McShane & Von
Glinow, (2005), p.
3).
Outsourcing and communication Global Creativity Creativity

Communication Innovation Innovation

plans to
 Problem Solution: Global Communications 24

outsource

globally its

products and

services.

Effective

communication

is needed

especially in

creativity and

innovation
Cross-cultural and language Educational Cross-cultural Cross-cultural

barriers classes and barriers barriers

workshops will Language barriers Language

be implemented barriers

to ensure the

global

workforce

understands

work related

concepts and

culture and

language

sensitivity
Table 2
 Problem Solution: Global Communications 25

Stakeholder Perspectives

Stakeholder Perspectives

Stakeholder Groups The Interests, Rights, and

Values of Each Group

Global Communications’ Board Interest:

Members, Shareholders and Senior Global Communication has approved a new

Management growth strategic plan that will give the

company an opportunity to:

1. Increase its revenues and profits

- Accountability to its shareholders

2. Outsourcing products and services on

the global market

3. Cost cutting measures including

downsizing the company

Rights:

- Increased sales (revenue)

- Increased profit in return for invested

capital

- Senior management rewarded for

success at implementing new growth

strategic plan

Values:

- Safety of new products and services

 Problem Solution: Global Communications 26

- Products tested

- Quality Customer Service

- Promoting the company’s credibility as

being transparent – honest,

trustworthy and a business with

integrity
Employees Interest:

- Retaining jobs

Rights:

- Decent wages

- Competitive careers

- Opportunity to increase educational

skills

Values:

- Professionalism

- Courtesy and Respect for one another

- Global Communication is concerned

and cares about its employees

The Union Interest:

- Negotiation an agreeable contract with

Global Communications

- Keep Global Communications and its

employees in the United States and retaining

their current jobs

 Problem Solution: Global Communications 27

Rights:

- Global Communications honors contract

- No unethical manipulation of the contract

for unethical practicing as was previously

done by Global Communication

Values:

- Good relations with Global Communications

- Reliable partnership

- Open disclosure of company’s new growth

strategic plans and any future events.

 Problem Solution: Global Communications 28

Table 3

Analysis of Alternative Solutions

Alternative Solution Evaluation Matrix

GOALS

Establish CompetitiveAdvantage
IncreaseRevenueand Profit

EmployeeRelations
Globalization
Union
Relation
s Final
Relative Importance (Weight)==> 5 5 5 3 2 Rating
Primary Alternative Solutions
Implementnewgrowthstrategy 5 5 5 2 2 4.25
Outsourcingnewproducts and
services 5 5 5 2 2 4.25
Effectivecommunication 5 5 5 5 5 5.00
MeasureProgress 5 5 5 4 2 4.55
Minimizeriskmitigation 5 5 5 2 2 4.25
Secondary Alternative Solutions
-
-
-

5 = High
4 = Middle to High
SCALE==> 3 = Middle
2 = Low to Middle
1 = Low
 Problem Solution: Global Communications 29

Table 4
Risk Assessment and Mitigation Techniques

Risk Assessment and Mitigation Techniques

Alternative Risks and Consequence and Mitigation Techniques
Solution Probability Severity
Increase revenue • New products and • Low • Test new products
and profits by services sales/revenue and and services with
outsourcing new marketability profit customers to get
products and • Management • Lack of ability to their input and
services in global ability to optimize ratings.
market understand outsourcing • Educate managers
operational process in global about the strengths
performance market may and weaknesses of
• Enough capital contribute to outsourcing through
failure of plan workshops or
which means no online E-courses
revenue or profit • Check capital future
• If the availability and
shareholders do include additional
not have the funding account for
capital to support unforeseen
the new global expenses
outsourcing, the
project will more
likely not be
successful

Effective • Global • Hiding details of • Face-to-face

communication Communication’s the company’s meetings disclosing
managers should objectives can what the company is
openly discuss to all cause doing at each stage of
stakeholders the stakeholders to the strategic plan
 Problem Solution: Global Communications 30

company’s goals. mistrust its • Disclose company

leadership progress through
internal newsletters and
new messaging like e-
Zines would keep
employees and other
stakeholders aware of
the company’s progress
with its new growth
strategic plan
• Distribute annual
reports to all
stakeholders

Ability to measure • Have a • An untrained, • Implement

progress of outsourcing consulting unprepared workshops to educate
outsourcing the firm advise management management about
company’s new management through team in measuring the progress
products in the workshops or E- measuring the of the global
global market courses in new outsourcing outsourcing of its new
techniques to monitor progress can products and services
the outsourcing of the overlook seeing • Management can
company’s new potential benchmark best
products and services problems that practicing
in the international could have been telecommunication
market at one point companies to see how
• The company resolved but was outsourcing in the
establishes not and now has global market is
performance criteria placed the entire measured by different
that can be measured project in businesses.
against other service jeopardy of not • Implement a
 Problem Solution: Global Communications 31

providers. succeeding brainstorming room for

• Regularly monitor • If Global creative ideas and
the outsourcing of the Communication innovations.
Global has no
Communication’s quantifiable
products and services objectives and
through an internal cannot provide
innovative means, good service to
such as developing a keep its
web site that customers
consumers can use to satisfied,
chat, give their customers know
opinion and do how to go to
surveys. Online another service
surveys will help to provider. This
monitor customer’s would mean a
response to the drop in sales and
outsourcing and new that could overall
products and services. mean no profit.
Remember the
main goal is
increase revenue
and profits.
• If Global
Communications’
management is
not creative
enough to
produce
innovative
products and
Problem Solution: Global Communications 32

services, the
company may
fold. Innovative
ways to measure
outsourcing, new
products and
services gives a
business a
competitive edge
as Global
Communication
needs in a too
competitive field.
 Problem Solution: Global Communications 33

Table 5

Optimal Solution Implementation Plan

Deliverable Timeline Who is Responsible

Implement new growth September 1, 2007 – Upper management
strategy September 1, 2008 such as CEO,
Directors of
marketing and
human resources
Outsourcing new products September 1 2007 – Line Managers,
and services September 1, 2008 Marketing
Managers Human
Resource
Senior Management
Effective Communication September 1, 2007 – Human Resources
September 1, 2008
Measure Outsourcing September 1, 2007 – Quality Control
products and services September 1, 2008 Managers, Line
Managers,
Marketing
Managers, Senior
Management
Minimize risk mitigation September 1, 2007 – January Senior Management
1, 2008
 Problem Solution: Global Communications 34

Table 6

Evaluation of Results

End-State Goals Metrics Target

Outsourcing educational NETg, educational consulting Educational classes were

workshops and e-classes for firm, will instruct staff in started 8/1/08. Monitoring

effective communication workshops and online classes will be the end of each

about effective month. Received first

communication in strategic progress report with overall

planning, negotiations, success in educating

contracts, developing managers and staff about

complex internet network outsourcing components they

systems, monitoring systems should have a knowledge

and managing relationship base to problem-solve and

with business client. mitigate unforeseen risks

Educational consulting firm,

NETg, will be monitored the

last week of each month and

issue to Global

Communication a progress

report the first of each month.

Cross-cultural and language NETg has initiated cross- Program already

barriers alleviated through cultural and language implemented on 8/1/08.

educational workshops and sensitivity workshops and Monitored program and in

e-line classes online classes. Monitoring of good standing on 9/1/08.

 Problem Solution: Global Communications 35

the educational consulting Progress report received

firm will be done the end of 9/1/08 with good results.

each month. A progress

report from NETg is expected

the first of each month.