"Customer Solutions" Case Study (source "Cultural Detective") Abdullah Saeed Ibn Nayef is an official who works in the Ministry of Hajj in the Kingdom of Saudi Arabia. His brother-in-law, Hassan Al-Tamimi, is the Middle East sales representative for VitaTec, a software company headquartered in the Silicon Valley in California, USA. Hassan has introduced Abdullah to the company, and Abdullah is very pleased since he has been tasked with finding a way to facilitate travel and security for Hajj and Ummra performers coming from North America to visit the Holy Mosque. Abdullah phones VitaTec from his office in Riyadh to explore the possibility of developing an online program for this purpose. Abdullah is surprised to find that, rather than connecting him to the CEO, the receptionist 2 connects him with Gbor Nagy, the New Applications Development Engineer. Gbor is quite friendly on the phone: "I would be happy to help you map the requirements for the software. I can also work with you create a time-and-cost scenario that will form the basis of our working agreement." Abdullah is taken aback by this directness. He tries to start an informal discussion with Gbor about incidents and problems Hajj visitors are having with current travel arrangements and hospitality providers. "Local authorities have asked my Ministry to help with the issues of visitor management, and they will need to be consulted about the development of this resource." Gbor responds, "I understand your needs. I can create a one-stop platform that enables the pilgrim to arrange visas, to shop for flights and accommodations, and to prepare spiritually and culturally for the journey." Abdullah listens quietly as Gbor speaks of "simulations" for introducing what the visitor will need to manage upon arriving in Mecca and Medina. Abdullah feels that Gbor's approach of a planned set of fixed steps is unrealistic since it is likely that much of this will change due to unforeseen circumstances. God knows, he cannot predict the decisions of the people he needs to work with locally or in Riyadh. Abdullah politely but abruptly ends the discussion with Gbor, saying he has to consult with Hassan. 1) What is your analysis of the cultural profile of the stakeholders in the case? 2) What is your analysis of the cultural dilemma(s)? 3) What are your recommendations to build the cultural bridge