...Emergency Management Office Disaster One Holly Cains HCS/320 27 April 2015 Ann Maleta Emergency Management Office Disaster One With the recent news of the water supply being contaminated, our Emergency Management Office will take immediate action in solving this problem and making sure the community stays safe. First, there are several individuals and groups that will be communicating inside and outside the organization during this crisis situation that are authorized to give official information. Secondly, there are media opportunities during this management crisis that are not limiting us to using current and high class technology. Third, I know there is a time and place for social media, but it seems as if most people turn there for answers, and we need to control the rumors that will follow. Fourth, there are potential advantages and challenges associated with communicating within the organization alongside the public and private sectors during this crisis situation. Finally, strategies will change with every situation as factors in each situation are different. This is a very dangerous situation that our community has been put in and we will do our best to keep everyone informed, safe, and do our best to get this situation under control quickly. Rumor Mill to a Minimum There are several individuals and groups that will be communicating inside and outside the organization during this crisis situation that are authorized to give official information. Their...
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...QUESTION: Crisis management is a very important strategy, to build and maintain good PR. Identify one major crisis that a particular retail organization experienced. State how it was managed, what did they do write or wrong how would they have improved their strategy DEFINITION OF A CRISIS Crisis management is the process by which an organization deals with a major event that threatens to harm the organization, its stakeholders, or the general public Fink, S. (2007). The study of crisis management originated with the large scale industrial and environmental disasters in the 1980s. Three elements are common to most definitions of a crisis: (a) a threat to the organization, (b) the element of surprise, and (c) a short decision time. Barton, L. (2007)argues that "crisis is a process of transformation where the old system can no longer be maintained." Therefore the fourth defining quality is the need for change. If change is not needed, the event could more accurately be described as a failure or incident. In contrast to risk management , which involves assessing potential threats and finding the best ways to avoid those threats, crisis management involves dealing with threats before, during, and after they have occurred. It is a discipline within the broader context of management consisting of skills and techniques required to identify, assess, understand, and cope with a serious situation, especially from the moment it first occurs to the point that recovery procedures start...
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...Kyla Patillo Toyota in a Crisis Crisis Management Toyota is a well-known brand throughout the auto industry. The innovative Japanese company is famous for its car models such as the Camry, Corolla, and even the Lexus. Toyota U.S.A. first got their start in October 1937 in a once was Rambler dealership in Hollywood, California. In 1958 they began selling a few different models and in 1989 began their own brand of luxury cars where the Lexus was first introduced. Unique models and satisfactory customer service put Toyota in the top three bestselling automobile companies in America. Things were looking great for Toyota with wide economic growth they had little complaints, and even in a recession sales were still booming. With things going so well for Toyota why invest in crisis prevention? Toyota was soon going to find its answer to that very question. On August 8th, 2009, Mark Saylor-an off duty patrol man and three members of his family were driving close to Santee, California in his Lexus. All of a sudden the Lexus began to accelerate exceeding 100mph, one of the occupants called 911 reporting frantically that the Lexus “had no brakes,” seconds later the car crashed and caught fire claiming the lives of everyone inside. The birth of the Toyota crisis concerning the sticky gas pedals had begun. Toyota did not have much to say on the incident, instead of immediately creating an investigation to find out exactly why this happened and addressing the issue Toyota summed it up...
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...Nhi Nguyen 1 Toyota Communicating Through Crisis INTRODUCTION Since September 2009, the famous vehicle manufacture Toyota has suffered a severe crisis due to unintended quality problems in its cars. In responding to the crisis, Toyota has recalled more than 10 million vehicles worldwide for accelerator pedal, carpet and floor mat flaws that may cause unintended acceleration. This catastrophe has led to millions of dollars in settlements and U.S. fines, as well as hundreds of product liability lawsuits against the automaker, threatening the company’s previous reputation of good quality cars, as well as the brand image built up over time. This research paper aims to elaborate on the Toyota crisis in order to understand why Toyota faces an escalating crisis and how they deal with the crisis, and evoke lessons from Toyota scandal. ABOUT TOYOTA MOTOR CORP. Toyota is one of the world’s largest automakers, based in Toyota, Aichi, Japan. Since its establishment in 1937 in Japan, Toyota has a long history of building safety, reliable and high quality vehicles. Today, the company manufactures vehicles and parts at 53 production sites in 27 countries and regions around the globe, with a variety of sub-brands categories such as Lexus, Yaris, Corolla, Camry, Toyota trucks, and the world’s first gas/electric hybrid Prius, etc. (toyota.com). Its vehicles have been well known for quality, reliability and fuel efficiency. According to the article, “Accelerating into trouble,” from the Economist...
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...ACME Furniture Crisis Management Plan 2013 NB – A crisis management template has been used in creating this plan. The template is available from http://www.brighthubpm.com/risk-management/104970-tips-and-template-for-developing-a-crisis-management-plan/ Table of Contents I. Purpose: 4 Principals for crisis management 4 II. Process: 5 III. Communication Responses Protocol (List of Emergency Contacts): 6 iii – (a) Key personnel, Legal Counsels and Advisors 6 iii – (b) Crisis Management Team 6 iii – (c) communications team 6 IV. Roles and Responsibilities 7 iv – (a) Crisis Management Team 7 iv – (b) Communications team 7 V. Critical Scenarios/Incidents of Medical Emergencies/ Attacks against ACME Furniture’s Integrity & Reputation 10 v – (a) CRITICAL SCENARIOS: 10 v – (b) Incidents of Medical Emergencies: 10 v – (c) Attacks against ACME Furniture’s Integrity & Reputation: 10 VI. Emergency Response Centre 11 VII. Employees 12 VII – (a) Office 12 VII – (b) Retail Outlet 12 VII – (c) Factory 12 VII – (d) Warehouse 12 VIII. References 13 I. Purpose: This document provides a plan of action in the event of any business disruptions or interruptions that pose threats of damages to life, property or reputation to ACME Furniture. This document contains plans for setting up and running a crisis management centre, media responses and roles responsibilities, key contacts and personnel of ACME Furniture. This document...
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...Wednesday, October 1, 2014 Discussion – Lesson 5: Crises Management & Ethics Quotes: “It's not enough to have lived. We should be determined to live for something. May I suggest that it be creating joy for others, sharing what we have for the betterment of person-kind, bringing hope to the lost and love to the lonely.” ― Leo Buscaglia Leo Buscaglia was an author, motivational speaker, and a professor (University of Southern California). “Only in the darkness can you see the stars.” ― Dr. Martin Luther King Jr. “ General Discussion: Videos: * Amme on stage - best crisis management principles (10 min) Future Assignments: * Blog #4 – Technological proliferation (mobile technology & internet capability) has re-engineered the social landscape in terms of accessing information, meeting people from all over the world, and transitioning business standards. One would think that these tools can help people to become more socially adept. However, technological advances are also causing people become distracted, overly stressed, and increasingly isolated. Many people are involved in an abundant number of relationships through technology. The quantity of these associations leaves people feeling qualitatively empty. Share your thoughts and explain action plan to provoke better social interaction and relations. Deadline: Open * Read chap. 6 (Kouzes & Posner). Opening Class Discussion: * Social incompetence (discuss...
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...Crisis Communication in theory and practice: Analysis of cultural influence, strategy applicability, and stakeholder relevance in Australia and New Zealand Natascha Pancic A thesis presented in partial fulfilment of the requirements for the degree Master of International Communication Unitec New Zealand, 2010 ABSTRACT This research project explores crisis communication in theory and practice in Australia and New Zealand with specific focus on cultural influence, strategy applicability, and stakeholder relevance. A mixed-method approach was used to evaluate crisis communication in its theoretical and practical constituents. The research project comprises of the two data collection methods of content analysis and in-depth interviews. The content analysis, the selected method to evaluate the theory, was conducted from published research studies in leading Australian and New Zealand Public Relations and Communication journals, the websites of the PRism journal, the Australian and New Zealand Communication Association (ANZCA), the Public Relations Institutes of Australia (PRIA) and New Zealand (PRINZ), and via the database search platform Ebsco. The content analysis provided information about the number of published articles, leading theoretical models, research methods, and research orientation. The in-depth interviews, the chosen method to investigate the crisis communication practices, were conducted with three Australian and three New Zealand practitioners...
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...Halmstad University School of Business and Engineering Master in Management of Innovation and Business Development Toyota Crisis: Management Ignorance? – A Swedish Case of Consumers Perceptions Master’s Dissertation in Management of Innovation and Business Development, 15 ECTS Final seminar 2010-05-27 Authors: Yuanyuan Feng Supervisor: Mike Danilovic Hamlstad University Feng(2010) TOYOTA CRISIS: MANAGEMENT IGNORANCE? – A SWEDISH CASE OF CONSUMERS PERCEPTIONS Yuanyuan Feng School of Business and Engineering, Halmstad University, Sweden Abstract Since the late 2009, the famous vehicle manufacture Toyota has suffered a severe crisis due to unintended quality problems in its cars which had triggered Toyota’s largest officially recalls of its cars around the world. This crisis threatens the company’s previous reputation of good quality cars, as well as the brand image built up over time. This study aims to elaborate on the Toyota crisis in order to understand why Toyota faces this crisis and how they deal with the crisis; and investigate consumers’ perceptions of Toyota brand as the outcome of the crisis, with a focus on Swedish market. A qualitative research along with a number of face-to-face interviews with Toyota Swedish dealer and Swedish vehicle consumers is conducted. The findings reveal that the impact of the Toyota crisis in Sweden is not as serious as that in America; there remain satisfied and loyal Toyota’s customers who are not swayed by...
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...COMMUNICATION STRATEGY MEMO TO: MR. WALTER MARTINSON, AEI PRESIDENT FROM: DIRECTOR OF CORPORATE COMMUNICATION SUBJECT: STRATEGY PLAN DATE: 1/11/2010 In light of the complaints from residential customers about the water taste and odor in Cobb County, the Executive Committee has authorized the development of a Strategy Action Plan by Administration that would explore issues, raise questions, and provide essential information to assist in protecting employees and customers in the event of any following incidents in the Cobb County area. At this time, The Strategy Action Plan is incorporated into a document that would contain strategies for possible, posed threats to the employees, customers, and the environment. In cooperation with the officials of the Water and Sewer Authority of Cobb County and the Georgia Department of Environmental Protection, we have made clear responses to contain the situation as a result of those efforts. It is in public record that AEI acquired Multi-Phase Equipment, which signed a contract with Wiregrass Disposal, Inc of Dothan, Alabama. Wiregrass was responsible for properly disposing the PCBs drums in a federally licensed toxic waste facility. In addition, Wiregrass was responsible for disposing all PCBs drums removed during the rebuilding and refitting process. Wiregrass was supposed to maintain both state and federal recorders regarding the material removed from the Multi-Phase Equipment site. Wiregrass did not fulfill the signed agreement...
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...Capella University Author Note This paper has been prepared for MBA6022 Strategic Operations Management Section 103 Executive Summary Clear and transparent communication efforts are critical in the strength of an organization. These efforts go beyond the internal walls of an organization and extend to their external customers. Effective and efficient communication is crucial to an organization on how consumers perceive the company and brand. There seemed to be a significant break-down across the lines of communication within Toyota, which resulted in a significant negative public perception of the organization and brand. Toyota Motor Corporation is in need of a communications overhaul across the entire organization to prevent future crisis’s and to retain market share, as well as capture additional market share. Implementing a communications improvement plan across the organization will cost approximately 11% of working capital, however, the opportunity cost of restoring and maintaining the reputable brand that has been known for reliability, durability and quality will be priceless. Operations Improvement Plan Implementation “The art of communication is the language of leadership.” – James Humes The purpose of this paper is to illustrate why Toyota is in need of a communications improvement plan overhaul. I have identified the root cause of the accelerator recall crisis as a lack of critical and pertinent information and data effectively communicated across all parties...
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...Artena Thompson | MNGT-5990 | Artena Thompson | MNGT-5990 | Over 3,000 workers polled in 2009 National Business Ethic Survey in the findings there was 49% observed ethical misconduct. The issues ranged from company resources abuse to bribes and illegal political contributions. The ethical misconducts/issues can fall within Employee Mistreatment, Customer Mistreatment, Unethical Employee Behavior, Corporate Intelligence Issues, and Accounting Practices. Employee Mistreatment can also be workplace abuse which is a behavior that causes workers emotional or physical harm. Harassment, discrimination, bullying and violence are forms of workplace abuse. These behaviors aren’t always distinguishable from one another because they frequently overlap. Harassment can be discriminatory, bullying can be a form of harassment, and any of these behaviors can lead to workplace violence. Employee Mistreatment can come from coworkers mistreating each other, managers mistreating employees, sexual mistreatment, assaults, discriminations against woman with lower wages, discriminations against minorities, and corporate bulling. In my research I found that corporate bulling happens more than one thinks and it’s a complex issue. While there are a variety of reasons why bullies choose to target other people, usually their behavior is driven by the bully’s need to control the targeted individual. These employees want to call all the shots. So they often insist on having things their way and...
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...and to use its various tools to manage a crisis” (University of Phoenix, 2010). A company must be able to communicate well with the outside environment to conduct public relations successfully. This is particularly true concerning crisis management. A real life example is the crisis management strategies undertaken by Johnson and Johnson during the Tylenol crisis in 1982. By managing relations well with the public, the company could diffuse a crisis situation that put the very existence of the company in question (cited in Devlin, 2004). The case study of the Tylenol crisis serves to illustrate the importance of well-managed communications strategies when it comes to concerning managing public relations in a crisis situation. When the catastrophe broke out, Tylenol was the profuse merchandise of Johnson & Johnson. Leading the painkiller market, it was contributing 33% of the year-to-year profit growth of the company (cited in Watson, 2006). During fall 1982, some unknown parties removed a number of Tylenol packages from store-shelves in the Chicago area, opened those packages, removed the tablets, replaced them with cyanide contaminated tablets and replace those packages on the shelves without any apparent signs of tampering. As a result of the cyanide in the capsules, seven people died horribly and overnight, the most trusted product in the industry became the most feared product in the industry (cited in Swit, 1982). The Tylenol crisis was the result of an act of...
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...Introduction Crisis management is the art of making decisions to head off or mitigate the effects of sudden events that can harm an institution’s constituents, facilities, finances or its reputation. This may entail making decisions about your institution’s future urgently whilst you are under stress and you are lacking key pieces of information due to the crisis unfolding. (Reid, 2000) The key to being able to manage a crisis is doing as much planning as practical before a crisis starts in order to best position an institution and individuals who are likely to be directly affected so that they may be able to respond and mitigate crisis situations as such urgent situations arise. The management of a crisis can be done through simulations which help in exposing the students or company individuals to crisis experiences. Simulations as one of the best ways to help students develop critical thinking. Unlike the classroom setting where students learn passively, simulation allows students to think spontaneously and actively. This process helps to gain the critical thinking skills needed in their profession. Students value the opportunity to apply theoretical knowledge in a safe and realistic setting during simulations in order to develop a systematic approach to solving problems. Problem solving can effectively be done in teams and students value the opportunity to develop teamwork skills during a simulation because they would have to work in a team to be able to solve or manage...
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...Dominique Turpin, IMD "No comment". Those two simple words can shatter a company's reputation and cost it millions in lost sales. So how can you turn a corporate crisis into competitive advantage? n October 2001, news of potentially harmful bacteria found in a McChicken Burger in Buenos Aires, Argentina, spread across South America via television and the internet. Although no one was proved to have been made sick or placed at risk, the incident cost McDonald's several million dollars in lost sales and damaged brand eguity {Turpin, 2002). Effective or ineffective communication during the first hours - or even minutes - of an emergency can have dramatic implications for the image of a company (Dawar and Pillutla, 2000). A study of 2,645 consumers conducted by the advertising agency DDB Needham showed that a company's handling of a crisis ranked as the third most important influence on consumer purchasing, after product quality and handling of complaints {Marketing News, 1995). issue 25. summer 2006 51 When disaster strikes: communicating in a crisis Crisis-management experts are unanimous in concluding that it is not a matter of if a company wiil be faced with a crisis, but when and how weii-prepared executives wili be to weather the storm {Albrecht, 1996). Indeed, no company is immune to a potential crisis created by flawed products, blackmail by unscrupulous consumers, dishonest acts by employees or managers, the sudden death of a senior executive, terrorist acts...
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...CASE ANALYSIS CRISIS MANAGEMENT AT TOYOTA CASELET Toyota Motors Corporation, one of the largest automakers in the world. In January 2010, Toyota was forced to recall millions of cars after problems with braking, floor mats and acceleration pedals in its vehicles. The recalls even led Toyota to halt sales and production of eight of its most popular models. Due to growing number of recalls, sales plummeted thereby affecting the company's position in the global automotive industry. Analysts began to question Toyota's legendary quality and felt that the recalls represented a major failure on part of the company. After the recalls, Toyota went into crisis management mode and announced a fix for the accelerator problem. Various crisis management initiatives undertaken by the company to regain the trust of customers and restore its image as a quality automaker. As part of its crisis management process, Toyota placed ads in print and television media, involved executives and used social media platforms to address its customers. However, some analysts felt that the crisis communication team of Toyota was weak which led to a delay in identifying and addressing the situation. Crisis management experts were of the view that the image of Toyota would depend on how quickly it can fix the problems and how well it communicates with its customers. ISSUES: 1. Understand the importance of crisis management and various issues and challenges related to it. 2. Analyze whether Toyota's...
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