Sherif Mityas, recently promoted as a project manager at AT Kearney, faced with the problem of customer service in their first experience of the project. Mityas been working closely for six weeks with the management team the U.S. subsidiary of Japan, headquarters of consumer products, to identify ways to turn around U.S. operations. Following the meeting, the status midproject, leaders of the Japanese parent company made a surprise request that fits Mityas stranded. Mityas related situation: "At the end of the meeting midproject, I was confident that we have made solid recommendations for turning around the U.S. operation, but the Japanese leaders of the parent company made a difficult request, they wanted to assess capacity. U.S. management team to execute the turn. U.S. administration played an important role in our ability to understand and analyze the situation is complex, and we need their cooperation for our future work in order to be meaningful. If they found out that we were both rated them, we may lose their confidence - but, then, the Japanese leaders presented customer I did not know what to do "" Hide
.. by Ashish Nanda, Kelley Morrell Source: HBS 13 pages. Publication Date: December 16, 2003. Prod. #: 904031-PDF-ENG
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