1. Keeping professionals excited about work that is routine and standardized and chaotic is a major challenge for Symantec's managers. How could they use technical, human, and conceptual skills to maintain an environment that encourages innovations and professionalism?
2. What management roles would operations manager Patrick Fitzgerald be playing as he
(a) Had weekly security briefing conference calls with coworkers around the globe,
(b) Assessed the feasibility of adding a new network consulting service,
(c) Kept employees focused on the company's commitment to customers?
3. Go to Symantec's Web site [www.symantec.com] and look up information about the company. What can you tell about its emphasis on customer service and innovation? In what ways does the organization support its employees in servicing customers and in being innovative?
4. What could other managers learn from Patrick Fitzgerald and Symantec's approach?