Case | HBS Case Collection | July 2008 (Revised November 2009)

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

by Tsedal Neeley and Thomas J. DeLong

Abstract

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; Crisis Management; Service Delivery; Groups and Teams; Conflict and Resolution; Technology Industry; India; United Arab Emirates; France; United States;

Citation:

Neeley, Tsedal, and Thomas J. DeLong. "Managing a Global Team: Greg James at Sun Microsystems, Inc. (A)." Harvard Business School Case 409-003, July 2008. (Revised November 2009.)