Preview

Team and James

Powerful Essays
Open Document
Open Document
1161 Words
Grammar
Grammar
Plagiarism
Plagiarism
Writing
Writing
Score
Score
Team and James
| Managing a Global Team-Greg James at Sun Microsystems, Inc | Case Analysis | | Long Cui | Hawaii Pacific UniversityDr. Kenneth Gerard RossiApril 30, 2013 |

|

Brief Summary
Greg James, a global manager at Sun Microsystems, Inc., led a customer implementation team of 45 members spread across India, France, the United Arab Emirates (UAE), and the United States (US). It was the second time that the team failed to respond to the HS Holding’s customer system outage as quickly as it was said in the service contract. The system breakdown directly brought a great loss for the company doing online banking business. To investigate this accident clearly and find a resolution to the more commonly happening customer situation, James embarked on a trip to meet his team members in the foreign countries. After the journey, James found deeper, more complex, interpersonal issues in his team. To solve the existing problems with his management of this global team, James had to find a solution to engage every team member and manage different voices much better.

Issues Analysis
Issue with HS Holdings
The customer system of HS Holding was down for two hours without any immediate help from Sun Microsystems, Inc. It was the second time for James’ team to fail to respond to the system outage of the HS Holding as quickly as it was required in the service contract. Because of the breakdown, HS Holding suffered a large revenue loss and ruined relationships with clients, so it requested Sun Microsystems to return the contract money and threatened a lawsuit. To trace the source of the breakdown, James visited his teams in four countries personally.

Evaluation of James’ Performance
Strengths
James was very capable of managing a local team and received rave reviews from customers. Only 5 years after joining Sun Microsystem, James won the Sun Outstanding Management Award. To expand the
Continue Reading
View Writing Issues

You May Also Find These Documents Helpful

  • Satisfactory Essays

    Midsummer By Manuel Arguilla
    • 628 Words
    • 3 Pages

    Midsummer By Manuel Arguilla

    Midsummer is a lyrical painting, a wordy illustration of how a particular setting can sway the actions, moods, and tensions between characters. With the setting of the story taking place in a rural environment on a hot Philippine summer day, readers are welcomed to the warming plot to not only witness a story, but to feel the emotions and tension between the steamy couple.…

    • 628 Words
    • 3 Pages
    Satisfactory Essays
    Read More
  • Better Essays

     What a Religious Tradition Says—Its Teachings, Texts, Doctrine, Stories, Myths, and Others
    • 915 Words
    • 4 Pages

     What a Religious Tradition Says—Its Teachings, Texts, Doctrine, Stories, Myths, and Others

    internal issues can create many problems for business. The customers are the most importance for the…

    • 915 Words
    • 4 Pages
    Better Essays
    Read More
  • Good Essays

    Interwest healthcare
    • 920 Words
    • 4 Pages

    Interwest healthcare

    Problem management is the process of addressing potential problem and at the same time solving the problem when it is necessary (Rouse, p.1, 2008). The CFO of Interwest’s Sing did address the problem, but he actually does not know how to solve the problem. Another major problem of Interwest is lack of a good relationship between employees from top to lower levels. It seems all employees are hardly meeting with the CEO and CFO when only the problem arises. Moreover, Organizational managers are the responsible for attaining all organizational goals; but, when they abstain from doing their tasks, company’s productivity goes down. The main product of healthcare institute is service; but, Mr. Sing is never dedicated to providing better service to patients (Brickley, Smith, & Zimmerman, p. 38, 2009). As a result, employees get demotivated from the high officials and did careless work on their work. Furthermore, the absence of proper planning with respect to implement accurate information system is another source of the problem. Interwest might have faced out of…

    • 920 Words
    • 4 Pages
    Good Essays
    Read More
  • Powerful Essays

    Customer Service
    • 1394 Words
    • 6 Pages

    Customer Service

    1.3 Discuss with colleagues steps that team members can take to deal with different customers and different customer service situations…

    • 1394 Words
    • 6 Pages
    Powerful Essays
    Read More
  • Satisfactory Essays

    Busn 258 Week 2 You Decide
    • 290 Words
    • 2 Pages

    Busn 258 Week 2 You Decide

    The biggest critical issue that we are dealing with is lack of communication and everyone is out to blame the other instead of working as a team. Bob (the sales manager) is blaming the mistake on the customer. The operations manager is also blaming the customer on not sending in all the information that was needed. The CFO is blaming sales and operations. The customer service representative, Monica, is blaming the customer for not getting the information in on time and the fact that she was not approved for overtime and the customer is blaming the company.…

    • 290 Words
    • 2 Pages
    Satisfactory Essays
    Read More
  • Good Essays

    Hcs 325 Importance of Teams
    • 872 Words
    • 4 Pages

    Hcs 325 Importance of Teams

    In any organization, teams may serve many purposes. Having a team not only allows for the work to be divided, but it also allows for different points of view and a new ideas. With teams, also come many difficulties, but hopefully with the right leadership many of the problems can quickly be resolved. As a manager, my other priorities would be to improve the efficiency and satisfaction with both my staff and those we serve. Being in charge of a call center where the call volume has dramatically increased over the course of a year will require great management skills and good teamwork. Figuring out to properly use the money and develop the best strategy as to how to improve efficiency and customer satisfaction will be a priority.…

    • 872 Words
    • 4 Pages
    Good Essays
    Read More
  • Better Essays

    Theory Matrix
    • 652 Words
    • 3 Pages

    Theory Matrix

    | |organizational quality problems |processes that are essential for |accident. It is the result of |who the customers are, both | |…

    • 652 Words
    • 3 Pages
    Better Essays
    Read More
  • Good Essays

    Express Maintenance Case a
    • 634 Words
    • 3 Pages

    Express Maintenance Case a

    Martin Jiles, Executive Director of Express, was leading Express for 8 years. He had set up the “can-do” culture and the results-oriented management style to help this company achieved many goals and affect Express in many aspects. Such as the “can-do” attitude played an important role in installing MIRS computer system, which was widely refused to use in the country because it was hard to do. However, although Jiles had confidence in his culture, it seemed that was an old time story. There were a lot of problems came from this culture, and caused the scandal came to the public. As the leader of this company, he had the obligation to face it and solve it. Especially, the problems were caused by the core culture, which only could be solved by the leaders.…

    • 634 Words
    • 3 Pages
    Good Essays
    Read More
  • Better Essays

    Customer Satisfaction
    • 2954 Words
    • 12 Pages

    Customer Satisfaction

    E-Z RP is a small company compared with Datatronics, which was able to compete on perspective of customer service. This quality of service makes E-Z RP to get acquired by Datatronics. Matt Rubezahl was a development manager with a small team at E-Z RP, but this acquisition made every one worried about their position at Datatronics. However, the many personnel were able to continue being employed. The situation has been of which almost all of the opportunities E-Z RP employees had been possessing in E-Z RP had been no longer widely used and in addition they had been quite integrated into this Datatronics lifestyle in line with the corporation’s wants as an alternative to exactly what this staff had been qualified to accomplish as well as exactly what these people carry out greatest. Matt was delegated as a customer service head, which he never been before. By seeing the situations going on at Datatronics customer service, even though he do not have enough knowledge in that field; Matt identified some basic flaws in that and brought them to the notice of Joel McGivern, who is the CIO of Datatronics. joel ended up being wary of thinking about improving customer service as a result of improved paying, nevertheless, he ended up being reactive towards the concept that upgrades have to be made.(Smith & MCKeen, 2008)…

    • 2954 Words
    • 12 Pages
    Better Essays
    Read More
  • Good Essays

    bizcafe report
    • 1186 Words
    • 3 Pages

    bizcafe report

    The first lesson that me and my group members learned was that communication is key in a business. If there is no communication, then there are more chances of failing. Communication improves the unity, customer and employee relationships, it also enhances innovation, lastly there are more ideas that get spread around. A company that works to develop strong communication with each other is a united company. By simply keeping in touch on a regular basis, everyone remains united and working together. Each team member shares the same goals in this case, and everyone knows what their co-workers have on their plate. No business would succeed without customers, and every company exists to serve them. Communicating with customers is important as communication that is within the workplace. This is easier today than it’s ever been because there are a wide variety of ways to keep in touch with your customer base. No friendship is ever formed without communication. The more a company’s employees communicate with each other, the closer they will become naturally over time which will increase the number of ideas that are created which then will increase sales and profit. A business can become more innovative overnight just by working together by communicating and that is good news for your revenue and bad news for your competition.…

    • 1186 Words
    • 3 Pages
    Good Essays
    Read More
  • Good Essays

    Sandwich Blitz Research Paper
    • 705 Words
    • 3 Pages

    Sandwich Blitz Research Paper

    In this week’s reading Chapter 11 Teamwork, I learned how teamwork and the contribution of teams to a company can contribute to the success of an organization. In this paper it will discuss how the Sandwich Blitz can use teamwork to allow Dalman and Lei more time to devote to making their business more successful and take it to the next level. This paper will also discuss how a team can address small problems with the existing operation with good results. These results will allow the owners to spend more time on helping their business grow.…

    • 705 Words
    • 3 Pages
    Good Essays
    Read More
  • Better Essays

    Customer Services At Datatronics
    • 1021 Words
    • 4 Pages

    Customer Services At Datatronics

    As a newly appointed manager of the customer service, Matt was able to identify few issues with the service as soon as he took in charge of it. He tried to explain his supervisor about the lack in the customer service performance and how it has been running as more of a cost center than as a means to understand more about Datatronics product and customer needs. He also explains about some of the weak points that Datatronics customer service departments is facing.…

    • 1021 Words
    • 4 Pages
    Better Essays
    Read More
  • Satisfactory Essays

    Theory Matrix
    • 477 Words
    • 2 Pages

    Theory Matrix

    | |organizational quality problems |processes that are essential for |accident. It is the result of |who the customers are both | |…

    • 477 Words
    • 2 Pages
    Satisfactory Essays
    Read More
  • Satisfactory Essays

    YAKKATECH. INC. (Steven L. McShane, The University Of Western Australia.
    • 756 Words
    • 3 Pages

    YAKKATECH. INC. (Steven L. McShane, The University Of Western Australia.

    In this case study, the symptoms that suggest that something has gone wrong are the customer complaints regarding the poor quality services continue to increase with growth of Yakka Tech’s customer service business that has nearly doubled over the past five years, the increasing rate of voluntary employee quit in the contact center which risen above industry average, inter-departmental conflicts due to inability of answering all dissatisfied customer queries, increased number of employees turnover which lead to increased of labour costs due to the cost of recruiting new technical staff and the lower productivity of new employees which also contribute for declined in company’s revenue. The employees also were also de-motivated and also felt that boredom and monotonous in their work.…

    • 756 Words
    • 3 Pages
    Satisfactory Essays
    Read More
  • Satisfactory Essays

    Teams
    • 1478 Words
    • 6 Pages

    Teams

    Creative writing is anything where the purpose is to express thoughts, feelings and emotions rather than to simply convey information.…

    • 1478 Words
    • 6 Pages
    Satisfactory Essays
    Read More

Related Topics