The Global Software Team Jugaad Needed

By Pragati Gugale (UMID – 44640069)

University of Michigan – Dearborn
OB510 – Prof Lee
1. What's going on here? Diagnose this situation
Situation Analysis
The Global Network Company has appointed Mr Jin Notrikaas (Software Center Manager) experienced
manager for the newly established centre in India at the Mumbai location. He is responsible for leading a global
team, one in Boston and another one in Mumbai. Division of work has been done based on client management
and technical expertise and support, assuming efficient work and constant communication between both teams.
However, after the first phase of the successful project, there have been many issues between the team due to
geographical and cultural differences, which ultimately hampered deadlines and many internal, external
factors such as high attrition rate, within organisation misunderstandings etc.
Therefore, This situation prompted analysis of the problem to make work more effective, develop team spirit and
overall organisation development.
Mr Notrika needs to diagnose problems and ensure meeting client deadlines, rebuilding relationships
between the team.
After all options and evaluation mentioned below, Modifications in existing SOP was found the most
optimal solution.

Consider the problem from both perspectives of employees in

the US and India. How might cultural differences and
expectations play into the situation?

Problems
XFrom Prospective of US
Employee
Delayed and unclear
confrontation of problems .
Avoid discussing reasons for
delayed cause, problems.
 
Delayed Deadlines
Lack of communication
From Prospective of Indian
Employees
 
Unethical reporting Relationships,
getting negative feedback
Lack of time frame to complete
project
Disrespectful treatment to
employees
Gaps/ Loopholes Due to
Cross cultural
communication Challenges
Clash of cultural values
Distinct expectations
Cross cultural
communication Challenges
in team
 Other Problem –
- Job attitude
- Lack of cultural training
- Lack of project progress communication and meetings with higher management to discuss problems and
improve processes
- Representative Coordinator between both offices
- Critical hiring and staff recruitment at both offices.
- Under consideration of buffer time to complete the project.
- Projects are not delivered on time
- Lack of cooperation, coordination and collaboration in the Boston and Mumbai teams.

How should Jim address this situation?

Options & Evaluation:

We have come across two options with below evaluation criteria:

Criteria for Evaluation

Client satisfaction – Meeting deadlines, quality output, client retention, client engagement, quality output,
expansion
Team - Team coordination, satisfaction, team work, low attrition rate
High Project Success ratio & Budget– Increasing turnover, cost effective arrangements, using resources
effectively and efficiently.

In addition, there should be mandatory training held under both options, which are mentioned below part B -
Part A - Option and Evaluations
XOption 1 - Restructuring of Team or project
Agenda Pros Con's Recommend ( Yes/ No) Remarks

1.      To 1. Existing Con’s – Time, No Restructuring of the

make it problems cost consuming. It team can be done
successful in will be is not instead of
every factor addressed. recommended as completed business
as it is base problems are part vertical.
of new and parcel of the
business business journey.
vertical or Also restructuring
team of team will include
lot of transition and
implementation
time & cost. Even
after that results are
not certain.

XOption 1 -
Modification/
Alterations in SOP
Agenda Pros Con's Recommend ( Remarks
Yes/ No/
Depends)
Set Realistic deadlines, Time zone problems will Dissatifaction of Yes. If GNC Market competition
keeping buffer time be tackled.Deadlines customer due to long has monopoly should be reviewed
will meet. Customer duration. Competative time to time.
satisfaction may increase disadvantage
as delivery will be on
time.
Recruit more workforce By hiring backup team Additional recruitment Yes, Only if it Consult the startegic
( Back up team) to ensure will ease pressure for costs will increase is within manager and
deadlines ( after studying both teams, also will company finance manager of
all project duration, help in meeting Budget the company
budget and future deadline.
requirements)
Add frequent training To develop positive job Conducting training Yes This should be
sessions attitude. ( Please refer can consume time & precise, consice.
part B ) cost This should be taken
seriously and made
mandatory. This
should be result
oriented and time
aligned.
CRM - Introduce an open Real-time project CRM cost will incur Yes. If Budget This will help
forum to raise problems, progress will be permits. heavily to recognise
Implementation of CRM monitored.Transparency gaps within to
to track project progress will increase process and to
and raise tickets. ensure expected
result.
Appoint representative in
both locations responsible
for smooth coordination
and functioning of both
offices.
Cross Cultural Interactions
- Teams can be sent to
each other’s location for
cultural understanding as
part of appreciation and
performance,   which will
also increase employee
morale. This will help the
company to develop a
good bond with the
employee. Arrange cross-
cultural conference/
meeting/trip
Employee - Performance
rating to employees to
meet deadlines and deliver
quality. Incentive
programs for team
Develop a system of
having frequent feedback,
conferences, vidoe
meeting and reviews from
the team to address issues
at the early stages. Build
help each other culture to
meet deadlines
It will help understand Company need to incur Yes. If Budget This can be done
both offices, such as recruitment cost permits. atleast initially
why short deadlines are
given; therefore, team
coordination will be
better.
It will help in better
management of the
technical team in
Mumbai. Point of
contact will be there to
convey employee
grievances. Thus,
addressing employees’
problems would ensure
employee satisfaction
and reduce attrition
By swapping the team Swapping members Depends  
members between the will include
two offices would help transportation cost
in understanding the
client pressure. Team
will be well versed with
working style of each
other. It will facilate
better understanding of
culture ensuring
effective communication
between team.it will
help to build trust within
the company and reduce
conflict
Quality, timeline, Employee Yes  
employee enthusism can performances due to
be maintained. genuine reasons which
Competitative are not considered in
environment may give the system need to
good result view manually or may
get neglated. Increased
competition within the
team may lead to
dissatifaction
It will help in better Time Yes  
understanding of process
by both the team.
Communication,
coordination,
collabartion can be
improved
Make changes in Existing It can streamline the Enforcing any stringet Depends  
policies and rules to process by filling rule may result in loss
reduce the communication loopholes of talent, and loss of
gap. productivity

 XOption 1 -
Modification/
Alterations in SOP

Agenda Pros Con's Recommend ( Remarks

Yes/ No/
Depends)
Set Realistic deadlines, Time zone problems will Dissatifaction of Yes. If GNC Market competition
keeping buffer time be tackled.Deadlines customer due to long has monopoly should be reviewed
will meet. Customer duration. Competative time to time.
satisfaction may increase disadvantage
as delivery will be on
time.
Recruit more workforce By hiring backup team Additional recruitment Yes, Only if it Consult the startegic
( Back up team) to ensure will ease pressure for costs will increase is within manager and
deadlines ( after studying both teams, also will company finance manager of
all project duration, help in meeting Budget the company
budget and future deadline.
requirements)
Add frequent training To develop positive job Conducting training Yes This should be
sessions attitude. ( Please refer can consume time & precise, consice.
part B ) cost This should be taken
seriously and made
mandatory. This
should be result
oriented and time
aligned.
CRM - Introduce an open Real-time project CRM cost will incur Yes. If Budget This will help
forum to raise problems, progress will be permits. heavily to recognise
Implementation of CRM monitored.Transparency gaps within to
to track project progress will increase process and to
and raise tickets. ensure expected
result.
Appoint representative in
both locations responsible
for smooth coordination
and functioning of both
offices.
Cross Cultural Interactions
- Teams can be sent to
each other’s location for
cultural understanding as
part of appreciation and
performance,   which will
also increase employee
morale. This will help the
company to develop a
good bond with the
employee. Arrange cross-
cultural conference/
meeting/trip
Employee - Performance
rating to employees to
meet deadlines and deliver
quality. Incentive
programs for team
Develop a system of
having frequent feedback,
conferences, vidoe
meeting and reviews from
the team to address issues
at the early stages. Build
help each other culture to
meet deadlines
It will help understand Company need to incur Yes. If Budget This can be done
both offices, such as recruitment cost permits. atleast initially
why short deadlines are
given; therefore, team
coordination will be
better.
It will help in better
management of the
technical team in
Mumbai. Point of
contact will be there to
convey employee
grievances. Thus,
addressing employees’
problems would ensure
employee satisfaction
and reduce attrition
By swapping the team Swapping members Depends  
members between the will include
two offices would help transportation cost
in understanding the
client pressure. Team
will be well versed with
working style of each
other. It will facilate
better understanding of
culture ensuring
effective communication
between team.it will
help to build trust within
the company and reduce
conflict
Quality, timeline, Employee Yes  
employee enthusism can performances due to
be maintained. genuine reasons which
Competitative are not considered in
environment may give the system need to
good result view manually or may
get neglated. Increased
competition within the
team may lead to
dissatifaction
It will help in better Time Yes  
understanding of process
by both the team.
Communication,
coordination,
collabartion can be
improved
 Make changes in Existing It can streamline the Enforcing any stringet Depends  
policies and rules to process by filling rule may result in loss
reduce the communication loopholes of talent, and loss of
gap. productivity

Part B –
Mandatory
XMandatory Set Training programs on Pro’s – Develops a good understanding of environment,
Part of cross-cultural values, deliverables, expectations, culture etc.
option 1& 2 organisation mission,
vision, values, brand image,
organisation culture,  
policies, programs etc.
Con’s – Time Consuming, taken causally by employees
many times.
Additional training cost to the company

Mandatory 1.      Frequent meetings to Pro’s – Better understanding of the environment,

part of discuss project obstacles. updated processes and policies, chance to gain a
option 1 & 2 competitive advantage

2.      Define problems and  

improvise processes
3.      Market research and Con’s – Time-consuming
competitiveness
4.      One on one meeting  
with employees to know
them better

Recommendation

• Considering lack of communication as the main reason along with timely delivery of orders, the
option of frequent written communication and weekly video conferencing, sending status mails, implementing
CRM can be implemented as it is more cost effective and moreover, it can be brought into action quickly.
• After carefully evaluating all options, modification in SOP seems to be the most viable solution. This
would make both teams aware about what the other team is facing and would facilitate better collaboration and
coordination between the teams to achieve a common goal.

Action Plan
• To improve communication through various mediums mention above.
• Realistic deadline
• Cross cultural Training
Contingency Plan
• To increase the bonding of the team in the long term, the team building activities and cross cultural
activities can be undertaken. Thus, ensuring employee retention and satisfaction in the long term.