Johann Klassen is the Managing Director of Friedland Timbers asa. which makes
specialised wood products for the construction industry. He has recently been
worried by late deliveries to some important customers. The industry is very
competitive, and Johann knows that customers will go to other suppliers if he
cannot guarantee deliveries. The marketing manager is particularly upset because
he has worked with these customers for a long time, and promised deliveries that
were not made.