Crisis Management: Dealing with a Product Crisis

Abstract:

While some analysts felt that B&L's handling of the crisis situation left a lot to be desired others felt that the situation faced by B&L was trickier than what pharmaceutical company, Johnson & Johnson, faced during the infamous Tylenol crisis in 1982. In the case of Mattel, the company had to win back the trust of its customers after the massive recall of toys in 2007 due to safety-related issues. Here too, the industry watchers are divided over whether the leading toy maker was able to handle the crisis situation in an effective manner.

Issues:

» Understand the issues and challenges faced by companies in managing a product crisis

» Understand the importance of clear and effective communication with customers in the event of a controversy/crisis

» Understand short term and long term implication for a well known brand if the crisis is not managed properly

Contents:

Keywords:

Crisis management, Product crisis, Product advisory, Corporate citizenship, Communication strategy, Public relations, Publicity , Nokia, Mattel, Bausch & Lomb, ReNu with MoistureLoc, BL-5C batteries, Lens Care market, Product liability lawsuit, Tylenol, Johnson & Johnson, Consumer education

Caselet 1: Nokia's Bl-5c Battery Fiasco - Next Page>>

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