Hockaday is a resilient company that has provided an exquisite emergency system for cities all over the world. What we found in Hockaday’s performance is that they needed more training for upper management and the virtual team, the team members didn’t trust other members to fulfil their responsibilities, there was concern for the success of the virtual team structure, and more importantly the virtual team wasn’t really a ‘team’ at all.
Our team assessed how the team functioned during the crisis situation, what they had learned from the experience, how the team members felt they performed, how upper management felt the virtual team handled the situation and performed, and what recommendations, requests or suggestions the virtual team had …show more content…
To create open communication for concerns, recommendations and ideas for further evaluation to prevent problems and issues from forming in the future. Hockaday should enforce rules of language usage and force education of cultural competence. To form a social media account so the company can communicate to the public if needed and also in case of any emergency situations. To allow virtual team members to opt out of team leader if they are uncomfortable or unexperienced for the position. Lastly, to listen to Hockaday team members to identify changes or innovations that may need to take place in the Hockaday …show more content…
The success of Hockaday’s program and service is the best in the industry. Hockaday assessed that a new team structure was needed to relieve the uneven workload of the customer support department. Hockaday proposed a virtual team assembly which included top performers from each department from different locations around the world. The issues arose when problems with the software system was sending emergency responders to the wrong locations when the public needed assistance. Team members started speaking in their native language, blame was occurring through Hockaday and its customers by other individuals and the media, break-downs in leadership happened and the confidence in the virtual team decreased because of the struggle and stress from the issues with the emergency response problem.
Current Situation
Hockaday feels the virtual team is a success and that the team and the company handled the situation really well. Although, members of the virtual team felt the problems were not handled in the way that they had hoped or wanted. The virtual team members now feel the virtual team is something they do not want to be a part of, that the virtual team is not be good for their careers and that the virtual team was very stressful and affected their own personal lives in a negative way. Hockaday is now looking at what they can change to make the virtual team a success.
Issues