Daniel vases-r cellos Is the Rookie Ready? It's crunch time, and your star has quit. Whom should you turn to? BU"!r GIFT WRAP lots. New Year's Day reservations Cafe Paris? (Too much 53?) Tim O'Connell paused, pen hover- ing above his Driscoil Software note pad, to watch the snow swirling out side his window. Then, decisively,the ballpoint descended: More stomps. The phone rang, and he reached for it, his mind still on his todo list. What am I forgetting? "This is Tim O'Connell,\" he said. The conversa- tion that followed drove at]! holiday thoughts from his mind. Twenty minutes iater he put the handset back in its cradle. The Client That Stole Christmas Chewing a large bite of turkey sandwich, Kristen Hammersmith pressed her palms together behind her back, relishing the se- ries of cracks and pops between her shoulders. It had been a long year, and she'd spent too much of it hunched over this desk. She believed that Driscoll did important workbuilding reliable, if expensive, software for businesses whose systems couldn't afford to fail but it could be stressful. Sometimes she had nightmares about a bug in the Driscoll system that oper- ated airplane landing gear. The past few months had seen more turmoil than usual. Kristen's boss, Alessandra Sandoval, had decamped to set up her own business as a technical consultant. The move had come as a relief, because Alessan- dra and Tim, the unit head, didn't exactly mesh. Tim was a classic soft- ware geek methodical, khaki-clad, and, unless you were cracking jokes about binary code, fairly reserved. He had been visibly uncomfortable with Alessandra's almost hacker esque persona: her sarcastic sense of humor, visible tattoos, and odd hours. Her Vespa was more likely to be in the company lot at 9:00 PM than at 9:oo AM. She could find bugs faster than anyone else in the company, but a reorg had left her reporting to Tim, and six months later she had announced she was leaving. Tim had responded by promoting his next-best program- mer Kristen to ll the position. And although Kristen was excited by the opportunity to be a manager, things had not gone as smoothly as she'd hoped. Alessandra's Chartreuse cow- boy boots had turned out to be very tough to ll. Kristen was looking forward to a week off between Christ mas and New Year's with her mother doing all the cook ing as a muchneeded chance to unwind. Most of her team was taking time off, too. So not a creature He'll be Blocerernlr'ng, she thought with quiet glee. She took another bite of sandwich HBR's cases, which are fictional, present common managerial dilemmas and offer concrete solutions from experts. just as Tim poked his head around her "Wait a minute, Tim," Kristen said. could tell, they hadn't yet responded to cubicle wall. "You told them yes? This type of project Kristen's. "Kristen, I'm sorry to interrupt your would normally take us six weeks! You He gazed thoughtfully at the phone, lunch," he said, "but I need a quick word told them we could do it in two?" seriously tempted to call Alessandra. He with you." "Kristen," he replied gravely, "Hybara had no doubt that her consulting fees "Mmkay." She grabbed her notebook, is crucial to us. I'm counting on you and were astronomical, and bringing her in hastily swallowed, and followed him your team to deliver. I'm sorry about the would mean swallowing his pride - not back to his office. timing, but it is what it is. I know it's to mention losing face in front of his Tim closed the door. "Remember asking a lot, but without this revenue superiors at Driscoll. Still, Alessandra Hybara Casinos?" he asked. we may be looking at staff reductions knew Hybara's team and systems better "Of course," she replied. "One of our next year." than anyone still with the company. And biggest customers, until they decided Kristen tried to keep her voice even. she was fluent in Spanish. Having some- last year that our software was too "Given the timing, someone will have to one parachute in who literally spoke the expensive." be in Spain over the holidays - in all like- client's language would probably go a "Well, they'd like to come back. Effect lihood, on Christmas Day. Plus, most of long way. tive immediately." my team - including me - has vacation But his turning to Alessandra might This should have been good news, but plans. What do I tell them?" threaten Kristen's chances of ever gain- Tim didn't sound pleased. "What's the "This is going to be one of your first big ing her team's respect. She'd been in the catch?" Kristen said. challenges as the new team manager. Be role only about two months, and even if Tim leaned back against his desk and clear, and be firm. Tell them that com- her management skills had so far failed folded his arms across his chest. "Their pany policy is always that vacations are to materialize, he still considered her a new cheapo setup has been crashing, subject to business needs. I have faith high potential. In August, for instance, and the lost revenue is more than what they would have paid Driscoll for a sys- tem that doesn't fail. When it goes down, Getting a six-week project done in the slot machines don't work, the staff can't make or access any hotel reserva- two weeks? Insane. tions - everything basically comes to a standstill. Even the bartenders rely on the system to keep track of the high roll- in you, Kristen - that's why I promoted when the software that ran the Bue- ers' favorite cocktails. Hybara is under- you. Please get back to me by the end nos Aires stock exchange had crashed, standably upset, and wants the problem of the day." Kristen had gotten it back up and run- fixed in time to make a clean start in the He opened the door, and Kristen ning, though she'd had to cut short new year." knew the discussion was over. She re- her vacation to do it. She was still very He paused, and Kristen finished the turned to her cube and her now-soggy young - she'd joined Driscoll right out thought for him: "Which is only two sandwich, her appetite gone. of college, four years before - and had weeks away." consistently excelled. "You've seen our numbers this year," Pro and Con Heaving a sigh, he decided it was he said baldly. "People have a hard time Tim sat down slowly at his desk. Al- something to think about over lunch. investing in expensive systems in this though he'd told Kristen he had faith With the kind of day he'd been having economic climate. Driscoll needs this in her, he was deeply concerned about so far, it would have to be something revenue." Tim usually displayed all the handing a project of this magnitude hot and greasy. emotion of a mouse pad; Kristen was over to a rookie - especially a rookie startled by his intensity now. who hadn't yet shown any ability to ef- The Bearer of Bad News "And I'm assuming they want the fectively lead her team. Kristen sat cross-legged in her desk chair, bells and whistles they're accustomed He hated to admit it, but this was resisting the urge to spring into frantic to?" she said. "Meaning someone has to just the sort of situation he'd worried action. show up in person at their Barcelona about when Alessandra decided to leave. The snow seemed to fall upward to- headquarters?" Her programming style was infuriate ward the white sky as it blew in eddies She'd meant it as a question, but ing - no safeguards, no process, just her against the window. She allowed herself Tim merely put on a grateful smile and "intuition" - and her ego was grating, but a few moments to gaze at it and wallow. moved to open his office door. "Thanks, the team had responded to Alessandra's This wasn't the first time something Kristen. I knew you'd see the urgency." rebel-with-a-laptop style. As far as he like this had happened - her stint inPress Esc to exit full screen 0 Holiday HYE CA Buenos Aires leaped to mind. But then A few minutes later, Kristen closed She peeked over the gray cubicle di- she'd been content to help. Alessandra her laptop and stood up. Tim had told vider. Her team members were all sit- had a gift for getting people on board. her to strong-arm her team members ting at their desks. "Guys?" she said. All She'd made Kristen feel that she was about their vacations, but she felt she six of them looked up. "Let's go into 102 pitching in on a project that mattered should keep her word. She'd given them and chat." not just to Driscoll's balance sheet but permission to take the time off. She They filed into the conference room, to the wider world. Somehow, rescuing had become friends with Grahame and a couple of them comparing their futile a stock exchange seemed more urgent Veronica in the days when the three of attempts to get this year's hot holiday than rescuing a chain of casinos that them were together in the program- toy: a video game that let you play Led couldn't get their slots working - espe- ming trenches, and Grahame had been Zeppelin songs as different members of cially if Christmas had to be canceled talking about his trip to New Zealand for the band. to do it. months. Veronica's in-laws were super- "My eight-year-old just asked me what She pulled up Hybara's file. Getting a demanding. Kristen couldn't just parrot a 'stairway to heaven' is," Veronica was six-week project done in two weeks - with- some company line about the vacation saying, "and wants to know if Santa will out sacrificing quality? Insane. policy. bring her one for Christmas.""And you said?" Grahame replied with As they left the room, Kristen saw out some good ways to tighten the a smile. Grahame and Veronica exchange a sig- schedule, but her entire extended "I said that song is about the escalators nificant look. What's that supposed to family is descending on Christmas at the Hopedale Mall, because there's mean? she thought. Tim said be clear Eve, and she won't be able to a Cinnabon right at the top of them, and firm, and I was clear and firm! On come in either. The other four are which is her idea of heaven." the way back to her desk she found her- willing to work, but I'm not sure The team laughed, but Kristen cleared self, not for the first time, wishing she we can meet the deadline without her throat. "So, we're in a bit of a pickle," could just work on software. all six people chipping in. she began. She took a deep breath. "Hy- I'm heading out now, but was bara Casinos wants to return to the fold, Who You Gonna Call? wondering - do you think Hybara so to speak, and Driscoll has agreed to It was 7:00 PM, and Tim's windows would take the upgrade any later? get them set up with a new system by looked out into darkness. The snow had Tim stepped out of his office, pull- the end of the year." stopped a couple of hours earlier. Half of ing on his gloves, in time to see Kristen She tried to drive the point home with a cold meatball sub sat on his desk, and wrapping a thick plaid scarf around her eye contact, but glanced away quickly as the other half was playing havoc with neck. the incredulous faces turned to her. "I his insides. He still hadn't heard from "Walking to the subway?" he inquired. know that's only two weeks away," she Kristen - but he had talked briefly with When she nodded, he said, "Me, too. continued. "But I think we can do it if Alessandra. It had been awkward, but Let's walk and talk." we all pull together. I've already cut two she'd given him a quote. Her services He waited until they were outside the building and shuffling through the ankle-deep snow before asking her how Alessandra's services would cost the meeting had gone. "Good," she replied. "I think. It's just $400 an hour - far more than Tim too bad about the timing. Do you think Hybara would give us three weeks in- had imagined. stead of two?" "Kristen," he said, ignoring her ques- tion, "do you think your team members weeks out of the project plan by elimi- would cost $400 an hour - far more than still consider you as, you know, one of nating the time we usually bake in for he'd imagined. He wouldn't be surprised them? Or are they starting to see you as scoping. We know Hybara's needs pretty if she'd jacked her price up just for him. someone they need to listen to?" well, so this should be just an upgrade. But she was willing to fly to Barcelona, She thought about Veronica and Gra- Fingers crossed. I'm hoping you guys and she sounded confident that she hame, and the look they'd exchanged can suggest more ways to tighten up the could ram the project through. He'd said after the meeting - not to mention their timeline. I'll need those suggestions by he would think it over and call her back. refusal to help over the holidays. How the close of business today." "Well, think fast," she'd replied, and he would Alessandra have handled that? Six grave faces stared back at her. No could almost hear her triumphant smile Would she have gotten them to pitch one spoke. through the phone. "My schedule fills in, vacation plans or no? Kristen hadn't "Now, I know you guys have holiday up quickly." the faintest idea. But she didn't want plans already in the works, including a Just then his computer pinged, and to admit that to Tim. Instead, she said, couple of you who have made vacation he turned to see a message from Kristen "Tim, let me answer your question with requests." titled "Hybara situation": question. Why do you ask?" Grahame interrupted. "Requests that im, sorry not to get back to you Tim knew it was time for him to make you approved." sooner. I've spoken with my team a decision. He just didn't know how to "Yes... that's right," Kristen said, look- about Hybara - was definitely firm, choose. ing down at the table. "I'm hoping that and clear! - but we seem to be at when you get back to me with your an impasse. Grahame Binkle had Should Tim take a chance on his suggestions, you can let me know what some great suggestions about rookie? Three commentators offer your constraints are. We'll try to work how to trim the project timeline expert advice. around them, but - I'm really sorry - I down further, but he has nonre- can't make any promises. I know we're fundable tickets to New Zealand Sarah Green (sgreen@harvardbusiness. asking a lot, but this is very important and says he can't change them. org) is an assistant editor for Harvard Busi- to the company. Thanks, guys." Veronica Matthews also pointed ness Review Group