Globally Distributed Work
Prepared this case study for Service Marketing Management assignment in 2007. The case is based on real life experience of working in a 24*7 support project. 1. The case study Paramjeet opened his eyes to the beep of the pager at 6:00 am, saw the message and again pulled the cover over himself. It was the offshore to onsite transition reminder and the official responsibility to handle any issues in the systems was upon him from now. Another hour passed by and just as he was about to start from his home to the Santa Clara office of his client, he received another pager. A business-to-business transaction (B2B) system has just failed and required his immediate attention. He opened his laptop and connected to the intranet. It’s a high priority system and its failure would affect transactions all over the world. He had to respond with the issue within next 30 minutes and solve it within the next 2 hours. He first sent out an email communication to a global mailing list consisting of IT ma...