Identify the three key technical mistakes that have been committed that have led to this situation?

- wrong protocol used by Praveen, weekday instead of weekend - request in wrong support queue, no client information (no emergency request) and wrong data; automatic page not gone - no update of client contact data Who is at fault? - One could argue o Praveen to use the wrong protocol and not calling Nick on his home number o Nick for missing phone number o Jamal for programming all support requests but the emergency one? o The Mumbai team which is responsible for doing emergency things o The 2nd programmer to check the work - Thats not correct, Greg James is to be made accountable as the underlying team management was including full of flaws. He should have better taken care of the underlying issues that arose due to the open work program What went wrong? - technical mistakes o protocol procedures more error proof o support queue problem on emergencies - communication, information-sharing and too-little face-to-face - collaboration aspect missing - unclear procedures - unavailability of US managers - missing cultural awareness - time-zone conflict - compensation mismatch - vacation - perceived neglect and US team as favorites o India unequal meeting times What should Greg James do in the short-term? - resolve current interpersonal issues - better distance collaboration issues - resolve all technical issues - sufficient crisis management system o communication o collaboration based on self-initiative neglecting the aspect of compensation - communicate compensation and vacation issues - Greg James should do more cultural awareness training - question the suitability of team What should Greg James do in the long-term? - move the organization to a more integrated one, more matrix like - achieve improved communication structures - better collaboration structure for the work with partners - review the open work arrangements for his team o Satisfaction surveys show flaws