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that their server went down for two hours. Cost them thousands in lost revenue. They are asking us to pay for that loss . . . and they want the $300K service contract money returned to them. Said it was the second time this has happened. I talked to Rahul, and he alluded to problems with your team . . . Did you know about this? What the hell is going on?

 

SSBefore James left the office, he asked his team in India to address the technical failure at HS Holdings. He then booked a ticket to India, the UAE, and France to investigate and resolve the issues.

 

James’s Journey

Though the HS Holdings’ system was up and running, the face-to-face meetings with his team had uncovered deeper, more complex, interpersonal issues. James decided to seek counsel from another vice president (VP), Pam Lawry. He picked up his cell phone and sent her a text message: “Can u video chat? I really need 2 talk to u.” A few moments later, his cell phone buzzed. He quickly read her response, “B on in 30 mins.”

 

James tried to gather his thoughts. When he joined Sun, one manager had described him as “one of the best hires that I have ever had work for me.” When Sun launched the Open Work program that allowed people to work from anywhere, anytime, and anyplace, James had felt as if he were part of the most cutting-edge company in the world. Yet, here he was struggling with his distributed team.

 

His ruminations were interrupted when Lawry’s video call screen popped up. “Hi, Pam.”

“What’s going on? Where are you?” Lawry asked with urgency in her voice.

“I’m in Paris.” James quickly explained his conversation with Spurlock and the HS Holdings incident. “I spoke with Nick Elliott, who’s the primary contact for the account.

 

409-003 Managing a Global Team: Greg James at Sun Microsystems, Inc. (A)

He worked closely with HS Holdings and TIC, their system integration contractor, to customize our software products for their online banking system (see Exhibit 1). I wanted to know why Nick wasn’t the first to respond. Nick was mad and explained that no one called him. Even though his cell phone was off, all the engineers have his home number for emergencies. He didn’t learn about the problem until the next day. I also spoke with Robert Chan who said that he didn’t know about the problem until he checked his e-mail on Monday morning. Both Robert and Nick think that Mumbai dropped the ball. They should have gotten in touch with Nick or resolved the outage themselves.”

 

“So did Mumbai drop the ball? Why didn’t they call Nick?” Lawry asked.

“When I was in Mumbai, I talked to Rahul Ashok about it. He said that as soon as Praveen Devilal got the call, he paged the on-call, after-hours US manager three times. In his rush to reach the on-call manager, Praveen used the weekday contact protocol instead of the weekend protocol. He forgot that it was still the weekend in California.”

 

“Do you need to make your protocol procedures more error proof?” Lawry asked.

“Well, it’s not just a protocol problem,” James said. He thought about the long and revealing conversation he had had with Devilal. “I asked Praveen why he hadn’t tracked down Nick directly. He said that in the past he’d felt insulted本论文由英语论文网提供整理，提供论文代写，英语论文代写，代写论文，代写英语论文，代写留学生论文，代写英文论文，留学生论文代写相关核心关键词搜索。