Sun Microsystems

Accountability to be established for the mistakes in HS Holdings case (Short term issue requiring immediate attention)

Team Cohesion and bridging of differences (For long run sustainability of the team)

James would probably take accountability himself as it becomes really difficult to pinpoint the mistake on a single person in this case. Besides, he would have a larger aim of keeping the team together in mind. A firing would lead to only increase in differences amongst the teams.

Besides mistakes such as these are human errors which can happen to anyone and team needs to be protected in this case for boosting the morale. However they would be made aware of the situation at hand and what James did for them so as to make them aware to the entire situation. The solutions proposed post this would rather be long run solutions.

Streamlining the support queues so that requests are available to everyone at once and then they can be segregated

Updating the contact information and ensuring these are available to everyone in all support offices

Weekday and weekend confusion being eliminated by making the numbers same & then the operator can transfer to relevant person

More meetings (with set frequency, say weekly or bi-weekly) with each team manager so that they can discuss the issues with their respective teams in-depth. This solves the problem of lower face time with James.

More onsite visit and interaction with the on-ground teams so that they feel a greater degree of personal touch. Also it will help James to know team better. It is possible to know them at a personal level as they are just 45 in number.

Allowing people to take calls from home (after allowing them to leave office early) so