1. Keeping professionals excited about work that is routine and standardized and chaotic is a major challenge for Vincent Weafer. How could he use technical, human, and conceptual skills to maintain an environment that encourages innovation and professionalism among the virus hunters?
2. What management roles owuld Vincent 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 security consulting service, or (c) kept employees focused on the company's commitments 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 organizations upport its employees in servicing customers and in being innovative?
4. What could other managers learn from Vincent Weafer and Symantec's approach?