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Sun Microsystems Case Study

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Submitted By kiakend
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Statement of the Problem:
I believe the basic issue within this case is interpersonal conflict due to distance, alienation, and lack of proper teambuilding. It is next to impossible to make everyone happy, but this task is even more difficult when those affected are located in different countries, identify with different cultures, and follow different norms. It all 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 satisfaction that motivated

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