Case 11: In range

 

The crisis took place after the company was receiving severe criticisms from politicians, academics, community leaders and the media. An article of the psychologist Carl Davis gave the company a lot of criticism. The crisis however will be prevented by holding a media conference. This will enable them to defend the company. 

This is not a real crisis for the company. The company just has a violent product which is aimed at young people. They just need to keep the press is involved in the story but make sure the game doesn’t get banned. This isn’t a crisis but rather a product opportunity story. We should make sure that the media speak about the gender of the game. If the media would try to stop the game they would have acted differently. Then they would have gone behind the scenes, and would have written an article with less drama. Only then could it be used to ban the product.

The only thing the media has done so far is making the game even more exiting. If the company is clear and consistent they should be fine. The company needs to make sure that everyone knows what the real intention of the game is. If the company is ethically handling this right than it will never face a crisis. Communicating their core intentions will also help prevent other crises.

 The Chief Executive of ExtremeAction US Linda Thomson and Bob Morgan Director Public Relations will give a little party where they tend to invite many people that have great influence. Actors, politicians, popular gamers. Of course, only people that are very positive about the game. They are a nice dinner with all their guests. They are even giving demos to 500 well known, 18-year-old gamers so they can spread even more positive feedback about the game.

 

Case 10: Hurrah Airlines

 

Writing report: summarising

 

Executive summary:

Telephone calls and voicemail messages come in often from customers who are unhappy with our services. Since we are a budget airline we must keep operating costs low in order to provide our passengers with cheap tickets.

Introduction:

This report will look at:

• the problems that customers have experienced
• recommendations for improving customer service

Findings:

• Helpline is not always available.
• Suitcase gone missing after flight. Complaints have not been investigated.
• Poor customer service. Mails and calls have not been answered or replied.
• Complaint about extra cost for a wheelchair for a disabled man.
• Daughter and mother didn’t get the seats on the plane that they pre-booked and paid for instead they got a bad seat with no cushion.
• Flight cancelled, no other later flight given to the person and no refund later.

Conclusion:

There are a lot of complaints about customer services. They are not managing the customer expectations. The consistent promises that they give should be delivered always.

Recommendations:

Four recommendations.

Advertising and sales need to reinforce their single message about what they will deliver. Staff needs to be trained so they can deliver a consistent service. The way they handle customer complaints, they need clear processes for dealing with customer complaints. The last thing they need to do is increase the capacity on their customers services desk.

Case 9: last throw of the dice

 

 

Summary agreements made:

 

Concordia’s investment will be repaid within 4 years. Profit will be split 50/50.                                       ‘Friends forever’ will be the film title and Paris the film location. Before the production starts 50 % of the total investment will be paid. The other 50% will serve for production and post-production. Charles will be the director. Gunnar will write the film music.

A famous band will make a commercial for the film which will improve the benefits more than it will improve the costs. The camera assistants will be students to lower the cost because of the expensive professional cinematographer.

Two famous actors will play two of the main characters. Charles’ friend will play the third main character. Concordia will pay for all marketing costs and promotion costs.

Product placement will lower the costs and bring in money. The ending will be bitter sweet. Not one of the woman get what they want but their friendship will be better than ever. The final shot will be the friends’ arms around each other.

 

 

Case 8: motivating the sales team

 

Chief executive DKP

Leicester, England

 

 

Dear sir

I think I have come up with a solution for the problem in our sales department. I have several propositions that will help solve our revenue problem in the near future.

David Seymour should stay manager. He’s an excellent manager of a difficult team. He just needs more time to put things right. To do so David will need management training course which focuses on teambuilding so he can motivate his team.

Not only David needs to improve on motivating. The team members all need to improve, therefor they should also participate in teambuilding to grow closer to each other and learn how to cooperate.

All the team members have their own set off skills which are all added value to our sales team. If we can manage to let them work side by side we can manage to get our goal of 20% revenue more.

A department meeting should be held every two weeks. In this meeting, everyone should be encouraged to express their own opinion.

We shouldn’t however change the bonuses for the team members. We can encourage them to work at their best by rewarding them with extra’s if they earn it and praise them for their good work. Not punish them if the team doesn’t meet the targets. We could however encourage them to work good as a team to earn more credit and bonuses.

Dinner should be organised but David should do this different than he proposes. Diner should be held with all team members to create closer relationships. Them getting to know each other outside the office will help them bond and perform better inside the company.

 

 

 

 

 

 

Yours faithfully

Pieter De Muyt

Director