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Managing the Virus Hunters
Submitted by: Osman Khan
Q-1) Answer) Basically the technical skills are already there that are needed for this kind of an organization, but the fact is that employees almost always need to be motivated. As Mentioned in the Case Study, the employees are motivated and satisfied by problem solving, and since there are almost 20,000 virus samples to be taken care of, the employees must always be motivated even without Vincent‟s efforts. But since there is always room for improvement, Vincent must make sure that the employees must always be motivated by making sure that the employees don‟t get over burdened by work and things for them are streamlined so that their concentration and motivation level is maintained. Vincent must also keep in mind that his teams of technical employees get the latest training to challenge the ever so advancing world of E-Data. He must also manage and maintain the harmony between all the units of Symantec Corp. so that the „flow‟ of the organization keeps going on in the direction of achievement of management excellence. Q-2) Answer) a) Interpersonal Roles: The weekly Conference Call is an Interpersonal role considering the fact that he is communicating with his coworkers and discussing business goals.
b) Decisional Roles: Assessing the feasibility of adding a new resource to the organization is a Decisional role played by Vincent.
c) Interpersonal Roles: This is again an interpersonal role as keeping employees focused on company‟s commitments and customers involves the people responsible for organizational achievements and Business goals. It also involves the people (customers) for whom and from whom the company is basically operational.
Q-3) Answer) Customer service: Symantec‟s website shows extreme customer focus in the face of customer ease, concentration, accessibility, focus, and new customers and customer referrals (customer success stories). Their website has a “for your convenience” attitude which is big plus point in acquiring new customer base. Innovation: Now-a-days antivirus softwares are not only meant for computers, but for other technical interface means also. Other than that, Symantec is always innovating programs and softwares for its customers and their businesses such as disaster recovery and cloud computing which fall in a category among many. Such innovations are a must in today‟s technically advancing times and Symantec is doing a great job for its customers. Q-4) Answers) What all managers should basically focus on is Customer focus and Employee management. Without these two, any organization with the best of „effectiveness‟ and „efficiency‟ practices would fall. Vincent knows what his organization needs and he communicates the same through employee focus. He keeps his organization on its toes all the time so that they don‟t even blink to waste a micro-second in the fast information-driven world. Customers also need the organization that they‟re replying on to be quick and responsive when it comes to the responsibility of data protection that the customers have given to Symantec. Vincent knows the importance of this trust and he makes sure that the trust is not broken by keeping his employees motivated to fulfill the commitments given to the customers. All managers should keep these points in mind as they have been the tools for success for Symantec and Vincent.