Question

6. Imagine you own a mobile phone manufacturing company. Your company has to recall a million defective units from the market. How will you handle the customer grievances and stop the bad publicity?​

Answer 1

Answer:

We will write a letter to them

Answer 2

Answer:

They may have a rudimentary plan for dealing with customers and the press, as well as a general notion of how internal communications should be handled in the case of a recall, but those preparations do not correspond to a plan that will effectively mitigate the damage threatened by a recall.

Explanation:

What's needed is a company-wide strategy that considers the ramifications of a recall across all relevant business areas.

• The approach should also take time into account, addressing all stages of the recall.
• We've defined the following functional areas for discussion: program planning, design and development, marketing, logistics, and information management.
• The three phases of the recall must be addressed in a company's plan: the identification of the problem, the recall itself, and the aftermath and follow-up activities.
• We investigated how firms handled recalls and developed a framework to help managers analyze their existing recall strategy and devise a plan specific to their company's needs based on our findings of those that came out unharmed.