| HBS Case Collection
(Revised November 2009)
Managing a Global Team: Greg James at Sun Microsystems, Inc. (A)
Greg James, a global manager at Sun Microsystems, Inc., sets out to meet with his entire 43-member customer implementation team spread across India, France, the United Arab Emirates, and the United States of America to resolve a dire customer system outage as required by a service agreement. Rather than finding a swift resolution to the rapidly escalating customer situation that motivated his trip, he finds himself facing distributed work, global collaboration, conflict, and management issues that are threatening to unravel his team.
Keywords: Customer Satisfaction;
Groups and Teams;
Conflict and Resolution;
United Arab Emirates;