Greg James

1. Identifythe three keytechnical mistakesthathave beencommittedthathave ledtothissituation?
- wrongprotocol usedby Praveen,weekdayinsteadof weekend
- requestinwrongsupportqueue,noclientinformation(noemergencyrequest) andwrongdata;
automaticpage not gone
- no update of client contact data
Who isat fault?
- One couldargue
o Praveentouse the wrong protocol andnot callingNickonhishome number
o Nickfor missingphone number
o Jamal for programmingall supportrequestsbutthe emergency one?
o The Mumbai teamwhichisresponsible fordoingemergencythings
o The 2nd
programmerto checkthe work
- That’s notcorrect, Greg Jamesisto be made accountable as the underlyingteammanagementwas
includingfull of flaws.He shouldhave bettertakencare of the underlying issuesthatarose due to
the openworkprogram
What wentwrong?
- technical mistakes
o protocol proceduresmore errorproof
o supportqueue problemonemergencies
- communication,information-sharingandtoo-little face-to-face
- collaborationaspectmissing
- unclearprocedures
- unavailabilityof USmanagers
- missingcultural awareness
- time-zone conflict
- compensationmismatch
- vacation
- perceived neglectandUSteam as favorites
o Indiaunequal meetingtimes
What shouldGregJamesdo inthe short-term?
- resolve currentinterpersonalissues
- betterdistance collaborationissues
- resolve all technical issues
- sufficientcrisismanagementsystem
o communication
o collaborationbasedonself-initiative neglectingthe aspectof compensation
- communicate compensationandvacationissues
- Greg Jamesshoulddomore cultural awarenesstraining
- questionthe suitabilityof team
What shouldGregJamesdo inthe long-term?
- move the organizationtoa more integratedone,more matrix like
- achieve improvedcommunicationstructures
- bettercollaborationstructure forthe workwithpartners
- reviewthe openworkarrangementsforhisteam
o Satisfactionsurveysshow flaws