Product details

During most of 1988, despite the general scepticism which persisted concerning SKF''s financial situation and the viability of its reorganisation, Goran Malm continued to fine tune and implement his ''trouble free operations'' strategy for Bearing Services. By mid-1989 it was clear that his approach was succeeding: internally, SKF employees were all talking ''trouble free operations'', and externally the support from customers, who were paying for the services, was phenomenal. When the financials came out in mid-1990, any lingering doubts about the success of the SKF market-driven restructuring disappeared. This case is part of a series which includes (A) and (B) cases (IMD-5-0383 and IMD-5- 0384) and ''SKF Bearings: Market Orientation Through Services'' (IMD-5- 0376).