Sykes Enterprises

Sykes Enterprises

I. Case Background
Given the current state of the economy and the competitive nature of the industry, Sykes Enterprises closes its call centers in rural America, with the recent on in Milton-Freewater, Oregon, and moves its operations to the lower wages country like the Philippines. This left the call centers in America, which helped them to establish its operations by providing huge amount of incentives, to ask for some form of compensation to help them in this huge loss.

With the vision of maximizing shareholders’ wealth and giving them the highest possible return, Sykes Enterprises chooses not to give in to these demands and just continue to take actions that will yield the largest profit for the company.

II. Problem Statement
Given the competitiveness of the customer service industry and the current pressures on Sykes to relocate, how can the company pursue an effective corporate strategy without compromising the demands of its other stakeholders?

III. Analysis
In order to come up with the best set of recommendations for Sykes’ current situation, the group has devised the framework for analysis as illustrated in the following diagram. The group has also considered Caroll’s Four Responsibilities of Business as a guide in this framework.

Stakeholder Analysis
-Identify and evaluate corporate stakeholders
-Estimate effect of strategic decisions on stakeholders (Stakeholders Priority Matrix)
Stakeholder Analysis
-Identify and evaluate corporate stakeholders
-Estimate effect of strategic decisions on stakeholders (Stakeholders Priority Matrix)
Environmental Scanning
-Assess industry and competition

Internal Scanning
-Analyze Sykes’ business model and value chain
Environmental Scanning
-Assess industry and competition

Internal Scanning
-Analyze Sykes’ business model and value chain

Determine appropriate strategy to be used by Sykes
Determine appropriate strategy to be used by Sykes

Industry