C A S E S T U DY

'Not the way we do business around here'

Please note: this case is based on original email material in Swedish, from Nickell

Sweden $($Nickell is a pseudonym$),$ but the dates have been slightly changed. The

English translation reflects the original proficiency of Swedish and writing style of

the authors of the emails.

Introduction

Robin hangs up the phone, it's almost $11$ p$.$m$.$ and tomorrow will be a long

day. Today was spent visiting an important client and Robin was out of reach

most of the time, while installing a new system. The phone call that just

ended with Tapio M$$kel$,$ the managing director of the Nordic area, is worry$-$

ing. If Tapio does what he threatens to do$,$ Robin will lose one of the most

important members of the Swedish team: the technical specialist, Per Jonson.

How can things go so wrong in just one afternoon? Robin decides that a good

night of sleep is needed before writing $-$ or not $-$ a report to the European

HR manager.

Background

Robin works as the sales director in Sweden for a European company called

Nickell, specializing in the development, production and sales of cleaning

chemicals and dosing systems for the food$-$processing industry $($cleaning of

pipes, tanks, etc.$).$ The Swedish operations of Nickell are a subsidiary of Nickell

Nordic Area, located in Finland. The problem started last year, when Bekvema

$[$a pseudonym$],$ one of the most important international customers of Nickell,

established a subsidiary in Sweden. Bekvema is a centrally run corporation, with

headquarters in Finland where its activities make about $70$ per cent of the

turnover of Nickell Finland. Tapio M$$kel$$ is personally in charge of the relation$-$

ships with Bekvema and will not tolerate Per Jonson continuing with his attacks

on his work.

Robin is sceptical. Is Per right in saying that the system used by Bekvema in all

its subsidiaries is not appropriate, thereby criticizing the solution developed

together with Nickell Finland? On the other hand, Tapio often said that Bekvema

does not always follow his recommendations and that they tend to do what they

think is right, or enough. Bekvema now wants to have a new system installed for

its Swedish subsidiary during the holiday weekend of Midsummer. This is the most

important holiday here in Sweden! Robin understands the importance given to the

midsummer celebrations. They mark the beginning of the summer break for very

many people in the country. But what is the most upsetting for Per? Is it really that

Tapio said 'yes' to Bekvema, which means that they are going to have to work dur$-$

ing Midsummer? But Per will not even be there! Robin scrolls down the email inbox

searching for the first email sent by Per.

EMAIL #$1$

From: Per Jonson

Sent: Thursday, June $21,201712$:$17$ PM

To: Tapio M$$kel$$

Cc: Robin; Bengt Karlson; G$$ran S$$derberg

Subject: Bekvema Sundbyberg