ISS & Nordea: Facility Management in the Nordic Region Harvard Case Solution & Analysis

Nordea Bank has become the largest financial group in the Nordic region. As part of its consolidated approach, Nordea management took a strategic decision to outsource a number of peripheral activities of the company, such as catering, security and cleaning, in order to focus on core business and banking. In Denmark, Finland and Sweden, the peripheral activities were transferred to one of the leading players in the facility management (FM) market, a global provider of ISS. Relations between Nordea and ISS service-object has a long history, but the new contract has been successfully completed by the end of 2010. Consequently, the ISS has been chosen as a partner FM Nordea and Nordea will always provide support services to the area for 20 people in the Nordic region. From 2010 onwards, a significant switch was made based on the results of the focus in the contract, where it was the quality of the services that have been given, and not how to achieve a level of quality that is entrance. Changes in the output based on the agreement was hailed as a new beginning of a relationship that requires significant changes on both sides in terms of mentality, organization, management structure and, last but not least, the adjustment of expectations. Both points of view of the customer (Nordea) and supplier (ISS) are presented and contrasted in the case.The case dealing with financial, organizational and administrative problems encountered in the international outsourcing of peripheral activities on a global provider of service. Many of the tensions associated with cooperation and different goals of these two companies are illustrated in the case, and therefore learn from each other and build trust in the relationship. "Hide
by Torben Pedersen, Bent Petersen Source: Richard Ivey School of Business Foundation 20 pages. Publication Date: March 28, 2012. Prod. #: W12890-PDF-ENG

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