Case Study In Management With Solution

The Bay Bridge Replacement Projects Case Study Analysis

3 days agoCase Studies Solutions61

The Bay Bridge Replacement Projects Case Study Analysis The Bay Bridge Replacement Projects Case Study Analysis Abstract  The new San Francisco-Oakland Bay Bridge East Span has four primary elements. It consists of the Self-anchored suspension span, The Signature 385 M single-tower, The 1.6 Miles Dual Box Girder Skyway, and the …

Read More »

China and Hong Kong SAR 3G Case Study Analysis

3 days agoCase Studies Solutions28

China and Hong Kong SAR 3G Case Study Analysis 1 General situation of China and Hong Kong SAR 1.1 People and the economy of China China is a developing country with a population of 1.28 billion people. It covers an area of 9.6 million square kilometres, which makes it the …

Read More »

China And Hong Kong SAR Case Study Analysis

3 days agoCase Studies Solutions28

China And Hong Kong SAR Case Study Analysis 1 General Situation Of China And Hong Kong SAR 1.1 People and Economy of China China is a developing country with a population of 1.26 billion people. It covers an area of 9.6 million square kilometres, which makes it the fourth largest …

Read More »

The Ferre’ Family Business

6 days agoCase Studies Solutions117

The Ferre’ Family Business The Ferre’ Family Business Question one. What steps should the Ferre’ family take in order to plan for the future of their family business? The Ferre’ board of directors should come up with a strategic plan that tables out what the company is all about. The …

Read More »

Employee Engagement Research Paper

2 weeks agoCase Studies Solutions, HR, Research Papers217

Employee Engagement Research Paper With Case Examples Employee Engagement Research Paper CHAPTER 1: Introduction Introduction  As organizations struggle to adapt to the challenges of an aging workforce and a competitive environment for highly engaged employees, it is important to tap into the values, expectations and behaviors of a multi generational workforce. …

Read More »

Ethical Decision Making Case Analysis

2 weeks agoCase Studies Solutions232

Ethical Decision Making Case Analysis Ethical Decision Making  Case Analysis Introduction Religious or cultural beliefs and ethics are distinct fields that support and critic each other constantly.  Some people’s beliefs interfere with the way ethical issues are to be handled in life. In the case of Carol S., she is …

Read More »

Ethical Issues in Job Termination

3 weeks agoCase Studies Solutions, HR, Research Papers131

ETHICAL ISSUES IN JOB TERMINATION ETHICAL ISSUES IN JOB TERMINATION  President Harry is facing an ethical dilemma on whether to terminate the Mr. Vincent from working from the state government yet the report by Loyalty Review Board stated that they did not find him guilty of being disloyal, though they …

Read More »

Hyundai Motor Company and Beijing Automotive Joint Venture Case Study Analysis

3 weeks agoCase Studies Solutions373

Hyundai Motor Company and Beijing Automotive Joint Venture Case Study Analysis Hyundai Motor Company and Beijing Automotive Joint Venture Case Study Analysis – Executive Summary:  In this case study, we will examine the probability of success of Hyundai’s new joint venture with Beijing Automotive in China. On February 5, 2002, Hyundai announced …

Read More »

New Distribution Channel Structure for Scoops Ice Cream

3 weeks agoCase Studies Solutions189

New Distribution Channel Structure for Scoops Ice Cream Reasons for Creating a New Channel Structure for Scoops Distribution channel plays a significant role in the success of any business organization. Restricting the distribution channel for Scoops will play a major role in its success. The current distribution channel is only …

Read More »

Novo Nordisk Incorporation Case Study Solution

3 weeks agoCase Studies Solutions144

Novo Nordisk Incorporation Case Study Solution Novo Nordisk Incorporation Case Study Solution Novo Nordisk Incorporation Question One Novo Nordisk is a global leader in the production of insulin. The company was founded in 1989 after a merger of two Danish companies Nordisk Gentofte A/S and Novo Industri A/S. As a …

Read More »

Of the more than27 million U.S. businesses in operation, an incredible 99 percent are small businesses with fewer than 500 employees. These smaller firms are arguably the most vulnerable to emergencies. In fact,nearly 40 percent of small businesses close following a disaster. This is proof that small businesses need to be effectively prepared for any crises that may hit. 

While emergencies affect smaller organizations differently from their larger counterparts, there is always plenty to be learned from crises that hit the nation’s name-brand companies.

Let’s take a look at some of the most well-known crisis management case studies from the last several years, as well as what we can learn from them:

1. The Target data breach

In late 2013, an IT security blogger broke a huge story:Target’s IT systems had been hacked, exposing the personal data of up to 110 million customers. Target issued a statement the following day and posted a video with more details on its website. The company apologized, explained how the hack had happened, and offered free credit monitoring for affected customers.

Unfortunately, there were a few key problems with Target’s response. First, it responded before officials were fully aware of the scope and cause of the problem. This forced Target to later walk back some of its statements, such as the number of customers whose information was hacked. In the eyes of the consumer, it made Target seem unprepared, unprofessional, and even a bit suspicious.


 


Second, Target posted the message from its CEO to its website and then later realized it wasn’t garnering many views. That was because most consumers were taking to social media—not to the website—to air complaints and interact with the company. This offered a valuable lesson to Target, and others, to respond to a crisis using the appropriate channels.

2. The Volkswagen emissions scandal

In September 2015, the Environmental Protection Agency accused Volkswagen of manipulating its engine controls to be able to pass laboratory emissions tests. Not only was the company violating the Clean Air Act by selling vehicles that didn’t meet environmental requirements, but it was also violating its customers’ trust by making its cars seem more environmentally friendly.

Unfortunately, the way the company handled the scandal made things even worse. As the story continued to evolve, the company’sresponse was seen as inconsistent and, at times, contradictory to previous statements. Executives claimed they didn’t know about the cheating, only to reveal they did just a few days later. Meanwhile, the company’s PR and social media teams struggled to keep up. As the company set out to recall millions of vehicles, officials promised to reimburse some, but not all, customers for their troubles.

All the while, consumers reported that the company seemed to be handling the crisis in a dishonest way by not fully “owning” its role in the scandal.

The brand likely would have fared better through this crisis if it had taken a few key steps:

  • Been up front and honest as soon as the story broke
  • Kept its response consistent, with an empathetic and apologetic tone
  • Reimbursed all affected customers the same amount
  • Demonstrated a commitment to change in some way (e.g., by setting new emissions goals or partnering with an environmental organization to help combat air pollution)

3. Southwest Airlines’ social media response

Right in the middle of the busy 2016 summer travel season,Southwest Airlines was suddenly struck by a wide-reaching technology failure. Its website and other key systems were down for more than 12 hours, prompting the airline to cancel thousands of flights. Over the course of four days, the company worked to respond to customer complaints quickly and effectively, in large part by leveraging social media. Its approach offers some key lessons.

Southwest did several things right in its social media response: It apologized profusely for the inconvenience, admitted fault, and continually posted updates as the crisis unfolded. Southwest’s team even made use of photos and videos posted to Facebook and Twitter to personalize the response.

Unfortunately, the onslaught of customer-service requests and complaints seemed to overwhelm the company’s social media team. Not long after the IT outage began, complaints on Twitter began going unanswered for hours—and, in the case of Facebook, days. Ideally, the company would have answered each customer in a more timely manner.

Finally, Southwest seemed to forget that such a crisis is bound to impact all of its social media channels—even Instagram. The company failed to post an apology or acknowledgement of the situation on its Instagram account, instead choosing to feature its typical content. As a result, the account received hundreds of angry comments—and all of them went unanswered, surely leaving a bad taste in the mouths of many followers.

What other crisis management case studies offer useful lessons that are applicable to your own organization?

 

More Resources

Comments

Leave a Reply

Your email address will not be published. Required fields are marked *