Global Analysis Report

8/7/2019 Global Analysis Report

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Problem Solution: Global Communications 1

Running head: PROBLEM SOLUTION: GLOBAL COMMUNICATIONS

Problem Solution: Global Communications

Terri P. Johnson

University of Phoenix


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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 companys products and serviceto move forward with a competitive edge. The companys 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.

.


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Situation Analysis

Issue and Opportunity Identification

Global Communications is a telecommunication company that needs to increase its

revenues and profits. The companys 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, costcutting 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.


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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 companys values are safety of its new products and services, product testing, quality

customer service, credibility and integrity.

Global Communications employees have an interest in retaining their jobs. They haverights to decent wages, competitive careers, and opportunities for educational advancing their

skills. Values of the companys 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 countrys 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 customers values are dealing with a business that is honest and carrier a credible reputation.


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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 globaloutsourcing and minimizing cultural and language barriers is using effective communication.


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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- andothers (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 employees emotional attachment to,


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

scholars call this affective communication because it refers to the individuals 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).


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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 ITservice 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 Fujitsus 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


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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 systems 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 mustminimize 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 Alltels 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


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

workshops and 24 hours online courses on language for Alltels 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 Alltels 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 companys work related concepts and culture sensitivity. These issues

were resolved using effective communication.


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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 clients 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 companys global force needs to be educated about outsourcing, work relatedconcepts, 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

companys operation. The primary component to outsourcing globally is developing effective

communication.


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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 companys 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 theability 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

companys 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 companys goals. Consequences and severity of risks may be because hiding details of a


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companys objective causes stakeholders to mistrust leadership, disclosing the companys

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

would keep employees and other stakeholders aware of the companys progress with the

outsourcing project.

The last alternative solution is Global Communications 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 companys 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.


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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 companys success, which is effective

communication.

Global Communications needs effective communication to make decisions in planningand 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 companys 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


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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 bothcultural 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


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

established Customer call services in India and Ireland.


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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. Thetimeline 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.


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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

companys 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.


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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. Thecompany 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


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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.


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Conclusion

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

global outsourcing. The new growth strategic plan includes outsourcing the companys 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 globalworkforce 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.


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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 CompaniesMcShane & 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 .
http://www.netg.com/customers/SuccessStories/Alltel.asphttp://www.netg.com/customers/SuccessStories/Alltel.asphttp://www.netg.com/customers/SuccessStories/Alltel.asp


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Table 1

Issue and Opportunity Identification

Issue Opportunity Reference to

SpecificCourse Concept(Include citation)

Concept

Global Communications has had a50% drop in stock shares in a fieldof too much competition. To takethe company into a new directionto increase revenue and profit, anew growth strategic plan offersthe company the opportunity toproduce new products andservices, cut cost, and globaloutsourcing. Effectivecommunication is needed toresolve the issues outsourcing andcross-cultural barriers, especiallyin language.

Increaserevenue andprofit throughnew growthstrategic planwhich allowsthe company toenter the globalmarkets byoutsourcing itsnew productsand services.

Communicationrefers to theprocess by whichinformation istransmitted and understood becausetransmitting thesenders intended meaning is theessence of good communication(McShane & VonGlinow, (2005), p.3).

EffectiveCommunication isvital to all organizationsbecause it coordinatesemployees, fulfillsemployee needs,supportsknowledgemanagement, and improves decisionmaking(McShane & VonGlinow, (2005), p.3).

Communication

EffectiveCommunication

Outsourcing and communication Global

Communication

plans to

Creativity

Innovation

Creativity

Innovation


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outsource

globally its

products and

services.

Effective

communication

is needed

especially in

creativity and

innovationCross-cultural and language

barriers

Educational

classes and

workshops will

be implemented

to ensure theglobal

workforce

understands

work related

concepts and

culture and

language

sensitivity

Cross-cultural

barriers

Language barriers

Cross-cultural

barriers

Language

barriers

Table 2


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Stakeholder Perspectives

Stakeholder Perspectives

Stakeholder Groups The Interests, Rights, and

Values of Each Group

Global Communications Board

Members, Shareholders and Senior

Management

Interest:

Global Communication has approved a new

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


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- Products tested

- Quality Customer Service

- Promoting the companys credibility as

being transparent honest,

trustworthy and a business with

integrityEmployees 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 employeesThe Union Interest:

- Negotiation an agreeable contract with

Global Communications- Keep Global Communications and its

employees in the United States and retaining

their current jobs


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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 companys new growthstrategic plans and any future events.


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Table 3

Analysis of Alternative Solutions

Increase Revenue and Profit

Globalization

Establish Competitive Advanta

Employee Relations

UnionRelation

s5 5 5 3 2

Implement new growth strategy 5 5 5 2 2 4.25 Outsourcing new products andservices 5 5 5 2 2 4.25 Effective communication 5 5 5 5 5 5.00 Measure Progress 5 5 5 4 2 4.55 Minimize risk mitigation 5 5 5 2 2 4.25

-

-

-

Alternative Solution Evaluation Matrix GOALS

Secondary Alternative Solutions

Primary Alternative Solutions

lative Importance (Weight)==>Final

Rating

3 = Middle

2 = Low to Middle1 = Low

SCALE==>

5 = High4 = Middle to High


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Table 4Risk Assessment and Mitigation Techniques

Risk Assessment and Mitigation TechniquesAlternative

Solution

Risks and

Probability

Consequence and

Severity

Mitigation Techniques

Increase revenue

and profits by

outsourcing new

products and

services in global

market

New products and

services

marketability

Management

ability to

understand

operationalperformance

Enough capital

Low

sales/revenue and

profit

Lack of ability to

optimize

outsourcing

process in globalmarket may

contribute to

failure of plan

which means no

revenue or profit

If the

shareholders do

not have the

capital to support

the new global

outsourcing, the

project will more

likely not be

successful

Test new products

and services with

customers to get

their input and

ratings.

Educate managers

about the strengthsand weaknesses of

outsourcing through

workshops or

online E-courses

Check capital future

availability and

include additional

funding account for

unforeseen

expenses

Effective

communication

Global

Communications

managers should

openly discuss to all

stakeholders the

Hiding details of

the companys

objectives can

cause

stakeholders to

Face-to-face

meetings disclosing

what the company is

doing at each stage of

the strategic plan


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companys goals. mistrust its

leadership

Disclose company

progress through

internal newsletters and

new messaging like e-

Zines would keep

employees and other

stakeholders aware of

the companys progress

with its new growth

strategic plan

Distribute annual

reports to all

stakeholders

Ability to measure

progress of

outsourcing the

companys new

products in the

global market

Have a

outsourcing consulting

firm advise

management through

workshops or E-

courses in new

techniques to monitor

the outsourcing of the

companys new

products and services

in the international

market

The company

establishes

performance criteria

that can be measured

against other service

An untrained,

unprepared

management

team in

measuring the

outsourcing

progress can

overlook seeing

potential

problems that

could have been

at one point

resolved but was

not and now has

placed the entire

project in

jeopardy of not

Implement

workshops to educate

management about

measuring the progress

of the global

outsourcing of its new


Management can

benchmark best

practicing

telecommunication

companies to see how

outsourcing in the

global market is

measured by different

businesses.

Implement a


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providers.

Regularly monitor

the outsourcing of the

Global

Communications


through an internal

innovative means,

such as developing a

web site that

consumers can use to

chat, give their

opinion and do

surveys. Online

surveys will help to

monitor customers

response to the

outsourcing and new

products and services.

succeeding

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

that could overall

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

brainstorming room for

creative ideas and

innovations.


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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.


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Table 5

Optimal Solution Implementation Plan

Deliverable Timeline Who is Responsible

Implement new growthstrategy September 1, 2007 September 1, 2008 Upper managementsuch as CEO,Directors of marketing andhuman resources

Outsourcing new productsand services

September 1 2007 September 1, 2008

Line Managers,MarketingManagers HumanResourceSenior Management

Effective Communication September 1, 2007

September 1, 2008

Human Resources

Measure Outsourcingproducts and services

September 1, 2007 September 1, 2008

Quality ControlManagers, LineManagers,MarketingManagers, SeniorManagement

Minimize risk mitigation September 1, 2007 January1, 2008

Senior Management


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Table 6

Evaluation of Results

End-State Goals Metrics Target

Outsourcing educational

workshops and e-classes for

effective communication

NETg, educational consulting

firm, will instruct staff in

workshops and online classes

about effective

communication in strategic

planning, negotiations,

contracts, developing

complex internet network

systems, monitoring systems

and managing relationship

with business client.

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.

Educational classes were

started 8/1/08. Monitoring

will be the end of each

month. Received first

progress report with overall

success in educating

managers and staff about

outsourcing components they

should have a knowledge

base to problem-solve and

mitigate unforeseen risks

Cross-cultural and languagebarriers alleviated through

educational workshops and

e-line classes

NETg has initiated cross-cultural and language

sensitivity workshops and

online classes. Monitoring of

Program alreadyimplemented on 8/1/08.

Monitored program and in

good standing on 9/1/08.


35/35


the educational consulting

firm will be done the end of

each month. A progress

report from NETg is expected

the first of each month.

Progress report received

9/1/08 with good results.

Documents

Global Analysis Report