Terri P. Johnson
University of Phoenix
Problem Solution: Global Communications 2
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.
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.
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
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
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
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-
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
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
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
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
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
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
successfully created new innovative ways in outsourcing in the global market that has attracted
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)
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
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
management relationship between both companies (para. 4). Fujitsu not only problem-solved the
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
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
minimize culture and language sensitivity issues. The global workforce should have effective
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
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.
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
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
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
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
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.
between both continents must be understood, as well as work related concepts that are vital to the
communication.
Problem Solution: Global Communications 12
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
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
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
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
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.
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
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.
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.
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
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
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
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
Implementation Plan
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
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
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
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
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
telecommunication industry.
Problem Solution: Global Communications 22
References
Harari, O. (1999, June). The LOGISTICS of Success. Management Review, 88(6), 24. Retrieved
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
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
“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
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
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
Rights:
capital
strategic plan
Values:
- Products tested
integrity
Employees Interest:
- Retaining jobs
Rights:
- Decent wages
- Competitive careers
skills
Values:
- Professionalism
Global Communications
Rights:
Values:
- Reliable partnership
Table 3
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
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
Table 6
Evaluation of Results
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
issue to Global
Communication a progress