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C/B/446. Tackling Product Quality Embarrassment

WORDS:

2100

DATE:

2006

PRICE:

29.99 GBP

A corporate crisis is not just an explosion, fire or oil spill. If a company?s product threatens consumers? health and safety that too could have huge reputational repercussions if handled incorrectly. It needs swift action both operationally and in communication management. By virtue of my responsibilities, I take the Scorpion-hid-in-grapes-bags issue so serious. The latest embarrassing twist could stimulate extensive news media coverage. The resulting public scrutiny will affect the supermarket?s brand image, consumers? confidence in our products and also could have a legal, financial and governmental impact on our business. While at this stage, the scale of the problem cannot be fully ascertained let alone how the known case of scorpion happened to route its way in our grapes, the Company would confront the issue. The latest embarrassment obliges the supermarket to manage the damage to its reputation as well as to use the occasion as an opportunity to publicize the supermarket?to tell the public about the organization's values, mission, and operation. In fulfilling that goal, the current twist is managed in a two-phase process. Phase I details procedures to take in confronting the immediate crisis as a matter of urgency whereas Phase II details procedures to take in order to prevent or mitigate future product quality crises.

KEYWORDS: Product Quality, Crisis Management, Retail, Supermarket,