...Managing a Global Team: Greg James at Sun Microsystems, Inc. (A) Greg James, a global manager at Sun Microsystems, Inc. (Sun), slumped on the edge of his bed in the company’s corporate flat in Paris. He struggled to even move after only three hours of sleep. James had embarked on this unexpected trip from Sun’s Santa Clara, California, headquarters six days earlier. With only a few hours’ notice, he had set out to meet with his entire 45-member customer implementation team spread across India, France, the United Arab Emirates (UAE), and the United States (US). He had already met with his team members in the US, India, and the UAE. France was his final stop before heading home. For the second time, the team had failed to respond promptly to a customer system outage as required by a service contract agreement. James had begun this trip assuming he would find a swift resolution to the rapidly escalating customer situation that had motivated it. Unfortunately, that had not been the case. James knew that if he could just make it to the gym, exercise would invigorate him and clear his head: “Five more minutes and then I’ll go.” Twenty minutes later, still in his room, he grabbed his laptop and launched his e-mail. Re: HS Holdings James scanned his inbox, reliving the events that had plunged him into this predicament. Six days earlier, he had received a string of e-mails, forwarded to him by his team. Rahul Ashok, service manager for the Mumbai team, was in touch with Praveen Devilal...
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...Case: Managing a Global Team: Greg James at Sun Microsystems, Inc. (A) Greg James, a Global Manager at Sun Microsystems, Inc. (A) comes across a critical issue wherein the server of the client (HS Holdings) went down and Sun’s 24x7 software premium - a $300K service was not able to engage them and get the issue resolved. The client was threatening a lawsuit because it breached the service contract. Greg James needed to identify the root cause of the issue and sets out to meet his global team spanned across India, France, UAE, and US. While traveling across these countries and meeting his team he realizes that the problem was more complex than he had realized (as mentioned to Pam Lawry in the article). Greg’s management of the project reflected Illusion of Control (Shore 6) as he was never able to foresee any issue or conflict occurring within the team. His team was a global team spanning across geographies, so he was a virtual manager (Mantel | Meredith | Shafer | Sutton 48). In such a scenario even though he had regular meetings with his team he was averse to the issues that were concerning his team at different locations. Teams at different locations were dissatisfied with one or more factors. The Indian team was concerned about their treatment by the US team and also the kind of work that they were assigned. The French team was worried about the compensation as compared to their US counterparts and the UAE team felt neglected. There was some serious Interpersonal and...
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...TSEDAL NEELEY Managing a Global Team: Greg James at Sun Microsystems, Inc. (B) “I learned that as a manager, you will face crises. You are not a failure if they are created on your watch. How you deal with these crises, however, will define your success as a leader.” −Greg James Greg James returned from his trip exhausted but intent on making the changes necessary to help his team work together effectively. The process problems that had instigated the HS Holdings crisis were easily remedied: James unified the two support queues, collapsed the weekend and weekday protocol phone numbers into one, and made sure that customer contact information was updated and universally available. But he knew that creating team cohesion was going to be more difficult. If James had learned anything from the HS Holdings crisis, he needed to keep his team more engaged with their client work and the company as a whole, and to keep himself better apprised of how his team was functioning. Before James could begin to create the kind of team cohesion he sorely needed, upper management wanted him to hold people accountable for the myriad of mistakes that had caused the crisis in the first place. James decided to weather the heat from upper management alone. Not only did he not fire any of his team members, he took full responsibility for all of the mistakes that had occurred under his watch. James knew that mistakes are a fact of life in such complex organizations, and that his team need not be punished...
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...came to light when an outage at HS Holdings, who has a $300,000 annual service agreement with 24X7 response, went unanswered by Sun Microsystems. With threats of a lawsuit, Sun Microsystems was determined to get to the bottom of it and find out who dropped the ball. Interpersonal conflict is the most important issue within the case because if there hadn’t been perceived power distance, distrust, and cultural misunderstandings than the outage could have been handled quickly without involving HS Holdings management nor the Customer Advocate in Paris, Elisabeth Fournier. Despite the poorly programmed queue and the lack of an updated contact list, the problem still could have been addressed fairly quickly if the Indian team hadn’t felted alienated by the team as a whole and insulted by Nick Elliott when he was overheard saying the Indian team was incompetent. Situation Analysis: Sun Microsystems (Sun) is one of the largest information technology companies in the world. It includes global teams filled with efficient and effective employees who work with a choice of an employee-friendly open work environment. Greg James, a successful engineer and “Outstanding Manager Award” winner was appointed as a global manager of a diverse 45-member team from the United States, United Arab Emirates (UAE), India, and France. As he sets out to meet his entire team to resolve the HS Holdings system outage, he realizes that finding a smooth and easy solution to the rapidly decreasing customer...
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...Overview of SUN Microsystems Inc. Sun Microsystems I nc. (SUN) provided companies with complete information technology (IT) solutions that included hardware, software, storage and services. One of Sun ’ s competitive strategies had been to form global teams in order to provide excellent and prompt support to its client at any hour of the day. Greg James is the global manager of SUN located in Santa Clara, USA. H e leads a global team of 45 people composed of members in France, India, the UAE and the US. James ’ team serves Sun’ s enterprise customers in Asia and Europe. 1. Situational Analysis James’ s team faced a big challenge where one of their account, HS Holding has a problem of their entire system went down for two hours. It was a disaster for their online banking business. H S Holding support team had contracted SUN for support but nobody engaged their needs . They were dissatisfied with their customer services and expected prompt response from SUN. H ence, they are seeking a $300K service contract money return to them and threatening a lawsuit because SUN violated their service contract. Through this incident, James realized there are many issues existed among his global teams. 2. Organization and HRM challenges Being a multinational enterprise (MNE) has to face many challenges, just like James ’ team at SUN, they are now facing a challenge in people management . Managing a global team, they need to have a good system or procedures to guide the ir teams in different countries...
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...Section 7: Conclusion Section China and the World: Scenarios to 2025 7 Conclusion Given the importance of China today, there can Wild cards are low probability events which be no doubt that the determination of Chinese would have a significant impact if they were to leadership to maintain the course of reform will occur. In the case of China they could include : be a decisive factor in the global future. It is • A possible Taiwan conflict : equally true that the support of other global How would China react if Taiwan were to players and their preparedness to welcome declare independence ? For many years China in its gradual rise in greatness will have a independence was not an issue as the direct impact on how China emerges. Given the Kuomintang rulers of Taiwan claimed they close connection between China and global were the real government of China and welfare, these scenarios indicate that outsiders had no interest in relinquishing their claim must appreciate the scale of the challenges on sovereignty. But independence has faced by the government in Beijing, and that become an issue with the rise of generations those in China need to comprehend the born and raised on the island. They have sensitivities of outsiders to its rise. successfully established democratic rule and some do not want to be subject to rule Raising awareness of differing sensitivities is an important role that scenarios can play. from a distant capital. The implications of...
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...os t 9-806-105 REV: NOVEMBER 9, 2006 THOMAS R. EISENMANN rP KERRY HERMAN Google Inc. Google’s mission is to organize the world’s information and make it universally accessible and useful. — Google’s mission statement yo In December 2005, Google paid $1 billion for a 5% stake in Time Warner’s America Online (AOL) unit. The implied $20 billion valuation for AOL came as a surprise; JPMorgan had recently valued the unit at $13.7 billion.1 However, the partnership was important to Google, which had signed a fiveyear deal to continue providing web search results and search-based advertising to AOL, as it had done since 2002. Google was expected to earn about $600 million in gross advertising revenue from AOL searches in 2005.2 The share of ad revenue that Google would pay to AOL was not disclosed, but seemed likely to exceed the 85-90% estimated for the prior deal.3 No tC op In addition to its $1 billion equity investment, Google would provide a $300 million credit for ads on Google promoting Time Warner products and would showcase Time Warner content in a special box on some Google search results pages. Critics complained about reports that Google would provide Time Warner with information about its search algorithms in order to help its partner’s pages secure higher positions in search results. Commenting on Google’s accommodations to AOL, author John Battelle said: “Each of them represents a step closer to a slippery slope. What they...
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...os t 9-806-105 REV: NOVEMBER 9, 2006 THOMAS R. EISENMANN rP KERRY HERMAN Google Inc. Google’s mission is to organize the world’s information and make it universally accessible and useful. — Google’s mission statement yo In December 2005, Google paid $1 billion for a 5% stake in Time Warner’s America Online (AOL) unit. The implied $20 billion valuation for AOL came as a surprise; JPMorgan had recently valued the unit at $13.7 billion.1 However, the partnership was important to Google, which had signed a fiveyear deal to continue providing web search results and search-based advertising to AOL, as it had done since 2002. Google was expected to earn about $600 million in gross advertising revenue from AOL searches in 2005.2 The share of ad revenue that Google would pay to AOL was not disclosed, but seemed likely to exceed the 85-90% estimated for the prior deal.3 No tC op In addition to its $1 billion equity investment, Google would provide a $300 million credit for ads on Google promoting Time Warner products and would showcase Time Warner content in a special box on some Google search results pages. Critics complained about reports that Google would provide Time Warner with information about its search algorithms in order to help its partner’s pages secure higher positions in search results. Commenting on Google’s accommodations to AOL, author John Battelle said: “Each of them represents a step closer to a slippery slope. What they...
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...CORPORATE E-LEARNING: EXPLORING A NEW FRONTIER Trace A. Urdan Cornelia C. Weggen turdan@wrhambrecht.com cweggen@wrhambrecht.com 415.551.8600 “In a time of drastic change, it is the learners who inherit the future. The learned find themselves equipped to live in a world that no longer exists.” Eric Hoffer, in Vanguard Management, 1989 2 March 2000 Equity Research TABLE OF CONTENTS Executive Summary .....................................................................................................................................1 Education in the 21 Century – Creating a Learning Economy.......................................................................2 Why e-Learning?...........................................................................................................................................3 The Solution – Bring Learning to People .......................................................................................................6 Definitions – e-Learning versus Online Learning ............................................................................................8 Key Trends – The End of Learning as We Know It ........................................................................................10 The Corporate e-Learning Market – The Pie is Big ......................................................................................13 Market Segmentation – Claiming a Stake on the New Frontier ................................
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...successful. Essential Knowledge Pfeiffer produces insightful, practical, and comprehensive materials on topics that matter the most to training and HR professionals. Our Essential Knowledge resources translate the expertise of seasoned professionals into practical, how-to guidance on critical workplace issues and problems. These resources are supported by case studies, worksheets, and job aids and are frequently supplemented with CD-ROMs, websites, and other means of making the content easier to read, understand, and use. Essential Tools Pfeiffer’s Essential Tools resources save time and expense by offering proven, ready-to-use materials—including exercises, activities, games, instruments, and assessments—for use during a training or team-learning event. These resources are frequently offered in loose-leaf or CD-ROM format to facilitate copying and customization of the material. Pfeiffer also recognizes the remarkable power of new technologies in expanding the reach and effectiveness of training. While e-hype has often created whizbang solutions in search of a problem, we are dedicated to bringing convenience and enhancements to proven training solutions. All our e-tools comply with rigorous functionality standards. The most appropriate technology wrapped around essential content yields the perfect solution for today’s on-the-go trainers and human resource professionals. w w w. p f e i f f e r....
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...Role of the Operating Manager in Information Systems CASE STUDY I-1 IMT Custom Machine Company, Inc.: Selection of an Information Technology Platform CASE STUDY I-2 VoIP2.biz, Inc.: Deciding on the Next Steps for a VoIP Supplier CASE STUDY I-3 The VoIP Adoption at Butler University CASE STUDY I-4 Supporting Mobile Health Clinics: The Children’s Health Fund of New York City CASE STUDY I-5 Data Governance at InsuraCorp CASE STUDY I-6 H.H. Gregg’s Appliances, Inc.: Deciding on a New Information Technology Platform CASE STUDY I-7 Midsouth Chamber of Commerce (B): Cleaning Up an Information Systems Debacle CASE STUDY II-1 Vendor-Managed Inventory at NIBCO CASE STUDY II-2 Real-Time Business Intelligence at Continental Airlines CASE STUDY II-3 Norfolk Southern Railway: The Business Intelligence Journey CASE STUDY II-4 Mining Data to Increase State Tax Revenues in California CASE STUDY II-5 The Cliptomania™ Web Store: An E-Tailing Start-up Survival Story CASE STUDY II-6 Rock Island Chocolate Company, Inc.: Building a Social Networking Strategy CASE STUDY III-1 Managing a Systems Development Project at Consumer and Industrial Products, Inc. CASE STUDY III-2 A Make-or-Buy Decision at Baxter Manufacturing Company CASE STUDY III-3 ERP Purchase Decision at Benton Manufacturing Company, Inc. CASE STUDY III-4 The Kuali Financial System: An Open-Source Project CASE STUDY III-5 NIBCO’s...
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...New Medical Devices in the US August 13 2010 Table of Contents 1. Introduction……………………………………………………………………………………………………………………………………2 2. Background and Framework……………………………………………………………………………………………………………4 2.1 Priority Medical Devices for the Netherlands…..……………………………………………………………………4 2.2 The US Vision: From see and treat to predict and prevent……………………………………………………6 2.3 Conclusions…………………………………………………………………………………………………………………………..7 3. Medical device sector in the US………………………………………………………………………………………………………8 3.1 Economic Impact…..………………………………………………………………………………………………………………8 3.2 The Sector by State…..…………………………………………………………………………………………………………10 3.3 Key Institutes: Patent Applications in the Cluster Areas…..………………………………………………….13 3.4 Conclusions…..…………………………………………………………………………………………………………………….20 4. Turning research into novel medical devices………………………………………………………………………………….22 4.1 The Medical Device Development Process…..……………………………………………………………………..22 4.2 CIMIT: A Structure for Medical Device Innovation…..………………………………………………………….23 4.3 Stanford Biodesign: Innovation as a Discipline…..………………………………………………………………..26 4.4 Conclusions and Recommendations…..……………………………………………………………………………….28 5. Summary and Conclusions…………………………………………………………………………………………………………….30 6. Acknowledgements……………………………………………………………………………………………………………………….32 7. References…………………………………………………………………………………………………………………………………….33 Appendices A1 Selection of Key Institutes A2 Results Patent Analysis A3 Research...
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...Confirming Pages bye80180_appB_539-654.qxd 11/19/09 9:17 AM Page 539 technology ventures - management dell’imprenditorialità e dell’innovazione Richard C. Dorf, Andrew J. Nelson, Roberto Vona Copyright © 2011 – The McGraw-Hill Companies srl A P P E N D I X B Cases 539 bye80180_appB_539-654.qxd 11/19/09 9:17 AM Page 540 Confirming Pages technology ventures - management dell’imprenditorialità e dell’innovazione Richard C. Dorf, Andrew J. Nelson, Roberto Vona Copyright © 2011 – The McGraw-Hill Companies srl 540 APPENDIX B Cases TREXEL We’ve never met a customer who wasn’t interested in our technology. —David Bernstein, CEO of Trexel David Bernstein hung up the phone with Alex d’Arbeloff, Trexel’s largest investor, and contemplated an upcoming Board of Directors meeting scheduled for June 25, 1998. The meeting was only 10 weeks away and Bernstein, Trexel’s president and chief executive officer, needed to present a coherent vision of the company’s new strategy. Bernstein believed that Trexel’s patented technology for manufacturing foamed plastics had the potential to revolutionize much of the worldwide plastics industry. His innovative process technology, known as MuCell, allowed the Woburn, Massachusetts company to produce foamed plastic utilizing 25% to 50% less material than traditional solid plastics without a significant decrease in the strength of the plastic. Bernstein believed the market for products produced via this...
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...B2B Brand Management Philip Kotler ´ Waldemar Pfoertsch B2B Brand Management With the Cooperation of Ines Michi With 76 Figures and 7 Tables 12 Philip Kotler S. C. Johnson & Son Distinguished Professor of International Marketing Kellogg School of Business Northwestern University 2001 Sheridan Rd. Evanston, IL 60208, USA p-kotler@kellogg.northwestern.edu Waldemar Pfoertsch Professor International Business Pforzheim University Tiefenbronnerstrasse 65 75175 Pforzheim, Germany waldemar.pfoertsch@pforzheim-university.de ISBN-10 3-540-25360-2 Springer Berlin Heidelberg New York ISBN-13 978-3-540-25360-0 Springer Berlin Heidelberg New York Cataloging-in-Publication Data Library of Congress Control Number: 2006930595 This work is subject to copyright. All rights are reserved, whether the whole or part of the material is concerned, specifically the rights of translation, reprinting, reuse of illustrations, recitation, broadcasting, reproduction on microfilm or in any other way, and storage in data banks. Duplication of this publication or parts thereof is permitted only under the provisions of the German Copyright Law of September 9, 1965, in its current version, and permission for use must always be obtained from Springer-Verlag. Violations are liable for prosecution under the German Copyright Law. Springer is a part of Springer Science+Business Media springeronline.com ° Springer Berlin ´ Heidelberg 2006 Printed in Germany The use of general descriptive names, registered...
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...Marketing Management, Millenium Edition Philip Kotler Custom Edition for University of Phoenix Excerpts taken from: A Framework for Marketing Management, by Philip Kotler Copyright © 2001by Prentice-Hall, Inc. A Pearson Education Company Upper Saddle River, New Jersey 07458 Marketing Management Millenium Edition, Tenth Edition, by Philip Kotler Copyright © 2000 by Prentice-Hall, Inc. All rights reserved. No part of this book may be reproduced, in any form or by any means, without permission in writing from the publisher. Compilation Copyright © 2002 by Pearson Custom Publishing. This copyright covers material written expressly for this volume by the editor/s as well as the compilation itself. It does not cover the individual selections herein that first appeared elsewhere. Permission to reprint these has been obtained by Pearson Custom Publishing for this edition only. Further reproduction by any means, electronic or mechanical, including photocopying and recording, or by any information storage or retrieval system, must be arranged with the individual copyright holders noted. This special edition published in cooperation with Pearson Custom Publishing Printed in the United States of America 10 9 8 7 6 5 4 3 2 1 Please visit our web site at www.pearsoncustom.com ISBN 0–536–63099-2 BA 993095 PEARSON CUSTOM PUBLISHING 75 Arlington Street, Suite 300, Boston, MA 02116 A Pearson Education Company SECTION ONE Understanding Marketing Management Marketing in...
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