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Compact case
Case
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Reference no. IMD-3-0963
Authors: Joe DiStefano
Published by: Institute for Management Development (IMD)
Originally published in: 2000
Version: 26.01.2009
Length: 2 pages
Data source: Field research

Abstract

This is the first of a two-case series (IMD-3-0963 and IMD-3-0964). A Dutch partner in a Big 5 professional services firm is experiencing difficulty in getting his Mexican partner''s co-operation in serving a British multinational client. Since part of the firm''s competitive positioning is seamless global service, the customer is getting more and more angry. After a particularly hostile exchange with the customer, Johannes van den Bosch writes a very angry email to his Mexican partner, cools off for an hour and then edits his original email to stick to ''facts and figures''. He sends it off expecting to receive the required information and future co-operation soon. The question is whether the medium and the message are appropriate for the circumstances. There is a French translation available ''IMD-3-0963-FR''.
Industry:
Other setting(s):
December 1999

About

Abstract

This is the first of a two-case series (IMD-3-0963 and IMD-3-0964). A Dutch partner in a Big 5 professional services firm is experiencing difficulty in getting his Mexican partner''s co-operation in serving a British multinational client. Since part of the firm''s competitive positioning is seamless global service, the customer is getting more and more angry. After a particularly hostile exchange with the customer, Johannes van den Bosch writes a very angry email to his Mexican partner, cools off for an hour and then edits his original email to stick to ''facts and figures''. He sends it off expecting to receive the required information and future co-operation soon. The question is whether the medium and the message are appropriate for the circumstances. There is a French translation available ''IMD-3-0963-FR''.

Settings

Industry:
Other setting(s):
December 1999

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