Measuring Through Uncertainty: Performance Measurement Systems and Organizational Resilience at Cloetta
(2026) BUSN79 20261Department of Business Administration
- Abstract
- Purpose: The purpose of this study is to examine how managers at Cloetta use and adapt performance measurement practices to support decision-making under conditions of prolonged uncertainty, and how this managerial use relates to organizational resilience.
Methodology: The study adopts a qualitative single-case study approach. Empirical material was collected through semi-structured interviews with three respondents holding central roles in finance, controlling, and decision-making within Cloetta. The interviews were complemented by publicly available company documents, including annual reports, interim reports, press releases, and investor communication. The material was analyzed thematically and iteratively.
Theoretical perspectives:... (More) - Purpose: The purpose of this study is to examine how managers at Cloetta use and adapt performance measurement practices to support decision-making under conditions of prolonged uncertainty, and how this managerial use relates to organizational resilience.
Methodology: The study adopts a qualitative single-case study approach. Empirical material was collected through semi-structured interviews with three respondents holding central roles in finance, controlling, and decision-making within Cloetta. The interviews were complemented by publicly available company documents, including annual reports, interim reports, press releases, and investor communication. The material was analyzed thematically and iteratively.
Theoretical perspectives: The study draws on literature on environmental uncertainty, performance measurement systems, and organizational resilience. Duchek’s capability-based view of organizational resilience, consisting of anticipation, coping, and adaptation, is used as the main resilience framework. This is combined with research on performance measurement under uncertainty, including financial and non-financial measures.
Empirical foundation: The empirical case focuses on Cloetta, a European confectionery firm exposed to prolonged and indirect uncertainty through cost inflation, supply chain pressures, changing consumer behavior, and the wider consequences of the Russia-Ukraine war. The case is particularly relevant because Cloetta has been affected by external uncertainty while continuing to maintain financial performance and strategic direction.
Conclusions: The findings show that managers use Cloetta’s PMS to respond to uncertainty through financial stability and flexible use. Stable financial targets, forecasting routines, and follow-up processes provide continuity, while intensified follow-ups, faster information flows, coordination, and selective KPI adjustment enable responsiveness. The study contributes by showing that resilience through PMS is not achieved through flexibility alone, but through controlled flexibility anchored in financial stability. However, adaptation and learning appear less systematically institutionalized, suggesting that resilience may be uneven across anticipation, coping, and adaptation. (Less)
Please use this url to cite or link to this publication:
https://lup.lub.lu.se/student-papers/record/9235191
- author
- Arnell, Abbe LU and Jönsson, Oskar LU
- supervisor
-
- Elin Funck LU
- organization
- course
- BUSN79 20261
- year
- 2026
- type
- H1 - Master's Degree (One Year)
- subject
- keywords
- Five key words: Performance measurement systems under uncertainty, Organizational resilience, Anticipation, Coping, Adaptation
- language
- English
- id
- 9235191
- date added to LUP
- 2026-07-01 12:29:10
- date last changed
- 2026-07-01 12:29:10
@misc{9235191,
abstract = {{Purpose: The purpose of this study is to examine how managers at Cloetta use and adapt performance measurement practices to support decision-making under conditions of prolonged uncertainty, and how this managerial use relates to organizational resilience.
Methodology: The study adopts a qualitative single-case study approach. Empirical material was collected through semi-structured interviews with three respondents holding central roles in finance, controlling, and decision-making within Cloetta. The interviews were complemented by publicly available company documents, including annual reports, interim reports, press releases, and investor communication. The material was analyzed thematically and iteratively.
Theoretical perspectives: The study draws on literature on environmental uncertainty, performance measurement systems, and organizational resilience. Duchek’s capability-based view of organizational resilience, consisting of anticipation, coping, and adaptation, is used as the main resilience framework. This is combined with research on performance measurement under uncertainty, including financial and non-financial measures.
Empirical foundation: The empirical case focuses on Cloetta, a European confectionery firm exposed to prolonged and indirect uncertainty through cost inflation, supply chain pressures, changing consumer behavior, and the wider consequences of the Russia-Ukraine war. The case is particularly relevant because Cloetta has been affected by external uncertainty while continuing to maintain financial performance and strategic direction.
Conclusions: The findings show that managers use Cloetta’s PMS to respond to uncertainty through financial stability and flexible use. Stable financial targets, forecasting routines, and follow-up processes provide continuity, while intensified follow-ups, faster information flows, coordination, and selective KPI adjustment enable responsiveness. The study contributes by showing that resilience through PMS is not achieved through flexibility alone, but through controlled flexibility anchored in financial stability. However, adaptation and learning appear less systematically institutionalized, suggesting that resilience may be uneven across anticipation, coping, and adaptation.}},
author = {{Arnell, Abbe and Jönsson, Oskar}},
language = {{eng}},
note = {{Student Paper}},
title = {{Measuring Through Uncertainty: Performance Measurement Systems and Organizational Resilience at Cloetta}},
year = {{2026}},
}