ISS & Nordea: Facility Management in the Nordic Region
商品編號：9B12D005
出版日期：2012/04/19
再版日期：2012/03/28
商品來源：Ivey
商品主題：General Management/Strategy; International Business; Operations Management; Organizational Behaviour/Leadership
商品類型：Case (Field)
涵蓋議題：Outsourcing;strategic alliance;facility management;service operations;contract governance;supply chain management;Nordic countries
難易度：5 - MBA/Postgraduate
內容長度：20 頁
地域：Nordic countries
產業：Finance and Insurance;
事件年度：2011
Nordea Bank has emerged as the largest financial group in the Nordic region. As part of their consolidated approach, Nordea top management has made the strategic decision to outsource a number of the company’s peripheral activities, such as catering, security and cleaning, in order to focus more on the core business, banking. In Denmark, Finland and Sweden, the peripheral activities have been outsourced to one of the leading players in the facility management (FM) market, the global service provider ISS. The relationship between Nordea and ISS on delivering of facility services has a long history, but a new contract was successfully concluded by the end of 2010. Consequently, ISS was chosen as Nordea’s FM partner and would continually be providing Nordea with a scope of supportive services across 20 locations in the Nordic region. From 2010 and onwards, a significant switch was made to an output-based focus in the contract, where it was the quality of the delivered services that were specified rather than how to achieve this level of quality, i.e. the input. The change into an output based contract was seen as a new beginning of the relationship that required significant changes on both sides in terms of mentality, organization of work, governance structures and, not least, adjustments of expectations. Both the view of the customer (Nordea) and the supplier (ISS) are presented and contrasted in the case.The case examines the financial, organizational and managerial challenges met by an international company outsourcing peripheral activities to a global facility service provider. Many of the tensions related to the collaboration and the different aims of the two companies are illustrated in the case, and so is the mutual learning and building of trust in the relationship.
教學手冊：8B12D005
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