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六天之前，杰姆斯从加利福尼亚的太阳的圣克拉拉开始了这个不可思议的旅行。只有几个小时的时间，他需要会见遍布印度、法国，阿拉伯联合酋长国(UAE)，和美国等45个客户。他已经会见了美国，印度，和阿联酋的团队成员。法国是他回家前的最后一站。第二次，团队并没有像服务合同协议要求中规定的那样及时回复客户的系统中断问题。杰姆斯开始这次旅行的时候认为他会找到一个快速解决客户问题的解决办法，不幸的是，这种情况从来没有发生。

杰姆斯知道，如果他能去健身房锻炼，锻炼会使他和他的头脑清醒：“再过五分钟我就去。”二十分钟后，仍然在自己的房间里，他抓住了他的笔记本，开始写他的电子邮件。

Greg James, a global manager at Sun Microsystems, Inc. (Sun), slumped on the edge of his bed in the company’s corporate flat in Paris. He struggled to even move after only three hours of sleep.

James had embarked on this unexpected trip from Sun’s Santa Clara, California, headquarters six days earlier. With only a few hours’ notice, he had set out to meet with his entire 45-member customer implementation team spread across India, France, the United Arab Emirates (UAE), and the United States (US). He had already met with his team members in the US, India, and the UAE. France was his final stop before heading home. For the second time, the team had failed to respond promptly to a customer system outage as required by a service contract agreement. James had begun this trip assuming he would find a swift resolution to the rapidly escalating customer situation that had motivated it. Unfortunately, that had not been the case.

James knew that if he could just make it to the gym, exercise would invigorate him and clear his head: “Five more minutes and then I’ll go.” Twenty minutes later, still in his room, he grabbed his laptop and launched his e-mail.

James scanned his inbox, reliving the events that had plunged him into this predicament. Six days earlier, he had received a string of e-mails, forwarded to him by his team. Rahul Ashok, service manager for the Mumbai team, was in touch with Praveen Devilal (one of Ashok’s team members in Mumbai) and Nick Elliott and Robert Chan in Santa Clara to trace the source of the breakdown:

To: Greg James (Global Manager, Santa Clara) 

Fw: FYI in re: HS Holdings 

Date: Mon, 26 May 2008 06:58:40 PST 

From: Robert Chan (Sales Account Manager, Santa Clara Team): V. Urgent To: Rahul Ashok (Customer Service Manager, Mumbai Team)

Professors Tsedal Neeley and Thomas J. DeLong prepared this case with the assistance of Research Associates Alison Comings and Patricia Hernandez. Certain details have been disguised. HBS cases are developed solely as the basis for class discussion. Cases are not intended to serve as endorsements, sources of primary data, or illustrations of effective or ineffective management.

Copyright © 2008, 2009 President and Fellows of Harvard College. To order copies or request permission to reproduce materials, call 1-800-545- 7685, write Harvard Business School Publishing, Boston, MA 02163, or go to www.hbsp.harvard.edu/educators. This publication may not be digitized, photocopied, or otherwise reproduced, posted, or transmitted, without the permission of Harvard Business School.

9-409-003

REV: NOVEMBER 1, 2009

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

Rahul,

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