Publications
Publications
- July 2008 (Revised July 2020)
- HBS Case Collection
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
Groups and Teams; Global Range; Management; Customer Satisfaction; Service Delivery; Crisis Management; 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 July 2020.)
About The Authors
