STEVENS COMPUTING SYSTEMS By James Buchkowsky, Saskatchewan Institute of Applied Science & Technology. Stevens Computing Systems (SCS) is a software (suspend the programmer who had made the error, design and network solutions consulting firm. One, and tried to distance SCS as a company from,her.. of it's key clients is a wholesale distributor that fo :After ending the phone conversation, Shane cuses on a call centre and online ordering business. decided to cut his vacation short, and returned While SCS's founder and CEO, Share Stevens, home determined to personally resolve this sit was on a much needed family vacation, a problem "tion: His first act was to go to the employees home" arose. Just as the Stevens family was boarding a to tell her he understood nobody's perfect and that tour bus for an afternoon of sightseeing, Shane she was no longer suspended. Next, Shane organ . got a page from head office. After hesitating for * ized Per all the aid available software designers and pro: a moment, he sent the family on the tour and * grammers to getterat erate solutions for the problem._ headed back to the hotel to call in. ; for isa le then not only met with the wholesalers in Once on the phone, Shane was informed that a wagers but also entertained the entire management problem had occurred with the wholesaler order-\\\\ team at his country club._ Men" ing system when one of SCS's best programmers : sit In the end, the wholesalers managers were sat-! made a mistake while updating some software visfied with Shane's offer of a full range of comput- code. Apparently, recent orders worth several hune ing services at a very attractive rate This no dred thousand dollars were affected and now retained the existing contract but actuallytin- there was no way to sort out which ones had been. creased the amount of business between the two* processed. Naturally, the wholesaler's managers : companies. And yes, the same SCS programmer :" were livid and threatened everything from can't `who had made the initial error was once again ! celling SCS's contract to legal action. providing system services to the the wholesalers Shane resisted his initial reaction, which was to assign blame, and instead asked what had been done about the problem. He was told that his most. Discussion Question senior manager had not gotten involved in solving 1. Describe how Shame Stevens used each of the the problem directly because he said he lacked the four components of emotional intelligence to: technical knowledge. However, the manager did solve the problems in this case