1. SSS Software - Intro material
Importance of international projects
Competition is increasing while growth and income are declining
expenses
staff/resources limited
Employee Classification Report
90% of mgrs. are white but whites only make up 45% of tech/professional positions
Asians 4% of mgt. but 28% of tech/professional
Proportion of women declines as org. increases
These slides review key issues relating to the SSS software in-basket exercise. Consider the issues we raised in relation to the ones you identified and the responses you decided to prepare. The last slides list some questions you will need to answer. As you review these slides you should also have the document from the file SSS Reflection Tool.doc. The matrix in that files indicates the relationship between in-basket items and management/leadership competencies. As you review these slides consider the kinds of skill required to deal with them effectively. Also try to determine the extent to which each is a task management issue, a relationship management issue or both.
Let’s begin with some general issues from the introductory material. Some key issues to keep in mind include those listed on this slide. As a company, international business is increasing in prominence for SSS Software. This reality has implications for staffing and also suggests that the company may have to confront diversity issues. Another key issue is the fact that revenue is decreasing. That means that Chris Perillo will not be able to solve problems simply by throwing resources at them Finally the employee classification report also has interesting information. Overall the leadership of SSS software is dominated by white males. Although minorities and women are significant parts of the professional and technical staff. They do not hold leadership positions. This suggests that the company has a glass ceiling. A troubling fact under any circumstances but especially if the company wants to succeed in diverse overseas markets.
Another very important point to keep in mind is the fact that Chris must leave for Paris. Therefore this in-basket exercise puts a premium on prioritization. Chris has to decide which issues to handle before leaving and which can wait until his/her return. Finally, keep in mind that several items are related and it will have helped to read through them all before responding.

2. Item 1
No need to respond, but may want to schedule a meeting with group managers
introduce staff
discuss Paris trip
project status updates
Tanzania project
Plan for regularly scheduled meetings
Offer encouragement/praise
This item did not necessarily require a response but it does present an opportunity for Chris to schedule a an introductory meeting with group managers. Some of the issues Chris might want to cover in that meeting are listed above

3. Item 2
Ask Hal Harris to put out a press release to counter any negative connotations
Consider calling/meeting key customers to reassure
Learn what Michael Grant was doing during past 6 months
The announcement that Grant and Ramos have left needs to be addressed. There is the public image side of the issue that SSS Software should respond to (perhaps by announcing Perillo’s new role and international experience)
There are customer relations issues as well. Especially with revenue falling, you will want to keep and build customers.
Now that Michael is gone it is especially important that you learn what he was doing.

4. Item 3 Maybe send note/call to thank Paula Interpretation?
Is it accurate? - Request additional more objective information
Some information provided seems inappropriate?
Staffing Janice Ramon’s position
Issues to watch
Could Leo be leaving to join Michael Grant?
How will Leo’s loyalty to Michael impact his joining the team
Although many of the issues in this item do not require responses per say, the item raises a number of issues that should be kept in mind
Chris probably does wants to thank Paula for providing the information but on the other hand, should be careful in terms of interpreting it.
Some of the information seems inappropriate at best and may be biased. It makes sense to make a note to review additional information. e.g.performance appraisal, work samples, customer feedback, personal contact. One might also wonder whether or not Paula has a hidden agenda.
This item also highlights the need to move quickly on filling Janice Ramos’ position which should include trying to replace the skills she had with regard to international software development.
There is probably more information to collect with regard to Leo. For instance might he be thinking of joining Michael Grant at his new job?

5. Item 4 Ethical and perhaps legal issue Chris needs more information?
Does McIntyre know?
What does “borrowed” mean
how common is this practice
Anything about the culture that contributed?
Contact attorneys
Before leaving for Paris Chris should let Roger know steps he plans to take to investigate
This item definitely raise some ethical issues and probably some legal ones as well. There is definitely additional information that Chris should collect. Chris will want to contact the company attorney’s too and should definitely let Roger know before leaving for Paris. When discussing the matter with Roger an ideal response would do more than just tell him of the issue. It would also include some suggestions on how to proceed.

6. Items 5 & 11 Potential conflict assigning consultants
Chris needs to find out if Woo and Soto have actually been assigned to CARE (Contact their group manager)
Woo and Soto not specifically requested by CARE
Chris should call Lorraine
Maybe contact Roger to let him know Grant is soliciting your accounts
Need to talk with Paula and why Chris might reassign Woo and Soto
These two items pose a scheduling conflict. But the matter can probably be rectified in way that satisfies your customers. Some key things to do include contacting the group managers to see if anyone has actually been assigned. Calling Lorraine at CARE is also a good idea.
An issue to be raised with Roger is the fact that Grant is now soliciting SSS software accounts.
Chris should probably talk directly with Paula Too and offer to help her find replacements.

7. Item 6 Need to meet with Harry Possibilities to explore
perhaps advice on how to meet with John Small to discuss project
characterize the problem in terms of work issues
Possibilities to explore
can the 11/5 deadline be extended
get someone to facilitate
Separate short terms issue (satisfying customer) from long term issue (John’s ability to lead a team)
Given the approaching deadline, Chris will probably want to meet with Harry before leaving for Paris. He may want to also gather more information but will need to do so in away that does not violate Harry’s trust (the memo was confidential).
In terms of meeting the customers needs one possibility to explore is extending the deadline
This issues should be kept separate from the longer term problem of John’s suitability as a team leader

8. Items 7 & 13
Why was sent to Grant instead of Jose’s supervisor (Miller)?
Needs to get more information )Should talk with Jose and Miller)
Seems that the problem is relatively recent not chronic.
Needs to call Bishop quickly
Is there a job burnout/stress issue here
Items 7 and 13 are related.
There is not enough information to know who if anyone is at fault. Was the customer making unreasonable demands? Was Jose insufficiently responsive to customers needs. Is he burned-out or stretched too thin.
In view of item 7 referring the matter to Robert Miller is probably not a good idea. Item #7 suggests that Jose’s problem with the hospital is relatively recent and may have more to do with burnout. Moreover, the customer clearly wanted to talk with Michael Grant and it would therefore be inappropriate to delegate the matter to Miller. He should call Bishop and explain that he took over for Grant. He should then go on both apologize and explain the steps that are being taken to deal with the problem. (e.g. I have scheduled a meeting with Jose and the group manager and would also like to arrange a meeting with you if you have the time…)
On the other hand Chris will need to consider ways of getting Miller involved if similar situations occur in the future. Chris needs to encourage managers to resolve these matters at the lowest level possible

9. Item 8 Why isn’t Armad trying to solve the problems himself?
Chris needs more information. (could ask Armad to gather data)
Maybe development opportunity for Armad. Encourage and delegate to him.
Needs to consider that Armad may be stressed out.
Child care issue.
More information is clearly needed here. How long are the delays?, How frequently does the problem occur? What kinds of problems cannot be solved? Are there systems in place to gather this kind of data and monitor customer satisfaction?
Clearly customer service is a priority but but acting without more information would be a mistake.
Chris should talk to Armad but will need to keep in mind that that Armad delivered the message to Michael Grant’s voic . Chris may ask Armad to gather the data while Chris is in Paris
Armad’s also raise questions about the climate for service and may raise some issues with regard to stress management and child care as well.
© Peter Dominick, Michael R. Ryan 2007

10. Item 9 Not a high priority item
Acknowledge call and arrange to meet after returning from Paris
This is not a high priority item. Chris may want to call Pat after returning from Paris or send home a message to that effect.
The item may also prompt Chris to wonder whether there are any mentoring opportunities for minority or female employees at SSS software.
© Peter Dominick, Michael R. Ryan 2007

11. Items 10 &16
Needs to tell Bob that any sexual jokes are inappropriate and unacceptable.
Should also meet with John Small
Consider Employee Classification Report. May suggest people perceive a glass ceiling at SSS Software.
Item #16 people are reacting strongly to issue. Need to support concerns (maybe attend meeting) needs to take care not to make example of John
Should discuss issues with attorneys
Chris needs to respond clearly and thoughtfully to this issue. . He should probably tell bob that any sexual jokes are inappropriate and unacceptable and needs to stress that any such behavior will not be tolerated.
Also the employee classification report and item #8 both suggest that women and minorities perceive a glass ceiling at SSS Software and the information in item #6 suggest that everyone does not share Bob Miller’s view that “this is a good place for both men and women to work.”
In handling this issue Chris clearly will want to learn more (e.g. what is the climate really like here? Are people comfortable? Are diverse views and backgrounds tolerated?) and will also want to be careful not to unduly make an example of John.
Chris may also want to look into attending the meeting about women’s issues that Sharon Shapiro is planning.
© Peter Dominick, Michael R. Ryan 2007

12. Item 12 Can arrange to meet with Roosevelt after Paris trip
This is an opportunity to convey message
that he is accessible to staff
paternity leave is not a black mark
Also raises possible issue about selecting a replacement for Janice Ramos
© Peter Dominick, Michael R. Ryan 2007

13. Item 14
Relates to item #6. Could maybe discuss both issues with John at the same time.
Needs to objectively determine her qualifications for the job
Should also be candid with John regarding his relationship with Mala.
© Peter Dominick, Michael R. Ryan 2007

14. Item 15
Item # 3 has relevant information about staff’s international experience
Issues for this projects success
expatriate adjustment problems to overseas assignments/culture
tax, compensation, visa, travel, living arrangements, schooling
resource deployment here and there
May announce project to organization. Perhaps gauge interest levels
Project is several months off but will require a great deal of planning

15. Item 17 Chris is responsible for staffing in his/her org.
Total number in report are small but proportions are very skewed
white males are being promoted at disproportionate rate when you consider that they make up only 45% of tech staff
Could be disparate impact issues (EEOC) and because they have government contracts, OFCCP issues

16. Summary
The in-basket potentially raises a number of management issues/ skills
Task issues
Chris needs to distinguish priority items
Many require identifying additional information and also getting employees to to do more background work (clarification)
international work issues
work assignments and promotion decisions (role clarification)

17. Summary Relationship issues setting tone in terms of accessibility
resolving conflicts
potential discrimination issues
recognition and support
development of others