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Essay / Research Paper Abstract
A 22 page paper discussing options available to Global Communications, a company planning to offshore much of its customer service function. The company has come to understand that it is no longer effective in its industry operating as it has in the past. The company's markets and customers have changed, and with the introduction of various types of competitors, so has its industry. It has determined that it should divide its operations and move a significant portion to sites in Ireland and India, where it can gain greater technical expertise for direct customer questions at total costs lower than what is currently required to provide less service to customers. The problem lies in how the company should deal with its employees, which fall into two groups: those who will remain with the company and those who will be terminated. The paper examines alternatives available to the company to recommend an approach that combines several available alternatives. Bibliography lists 8 sources.
Page Count:
22 pages (~225 words per page)
File: CC6_KSmgGlobalComm.rtf
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Unformatted sample text from the term paper:
has come to understand that it is no longer effective in its industry operating as it has in the past. The companys markets and customers have changed, and with
the introduction of various types of competitors, so has its industry. It has determined that it should divide its operations and move a significant portion to sites in Ireland
and India, where it can gain greater technical expertise for direct customer questions at total costs lower than what is currently required to provide less service to customers. The
problem lies in how the company should deal with its employees, which fall into two groups: those who will remain with the company and those who will be terminated.
Each will be negatively affected if the company handles the transition poorly, but each can benefit - along with Global Communications - if the transition is approached with transparency and
integrity. Situation Background Global Communications industry has been declining for some time. Investor confidence has
declined along with the industrys opportunities and returns, directly affecting the capital available to Global Communications management. The companys stock traded at $28 three years earlier, but currently it
trades at only $11. This represents a decline in market capitalization of more than 50 percent, and of course Global Communications cannot merely issue additional stock as a means
of increasing market capitalization. Availability of additional stock in the company would dilute the value of current stock even further, and have the effect of decreasing investor confidence even
further. The company has formulated a strategic plan that senior management believes will provide the means for company to grow and to compete
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