91. LOreal, \"The Body Shop, httip/www.ore 90. The Body Shop. \"The Body Shop Hi
ID: 388609 • Letter: 9
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91. LOreal, "The Body Shop, httip/www.ore 90. The Body Shop. "The Body Shop Hiory, aboutus history.asps. Accessed May 20 com/brand/the body-shop/the-body-shop Accessed May 20, 2016. Krysia Mckechnie, "New Executive Is on a Mission," The 27, 2016, Iuttp/ /the-life/new-body-shop-chief mission. Accessed May 23, 2016 http/www.thebodyshep-usa.com/about-us iom the p 94. 91. Ihid 92 L'Oreal The Body Shop, http//www.Joreal Accessed May 20, 2016. THE HIST Seve Ells always enj CASE 4 the kitche Chipotle's Struggle with Food Safety When five customers entered the Chipotle restaurant Seattle, Washington, in July of 2015, they placed their Unbeknownst to the diners, the chicken that had been prepared in the restaurant was not kept at a his frienc with deli warm enough temperature in the assembly symptoms of llness provided the , lack of heat combined with workers showing phu iedt normal orders..burritos, bowls, tacos-you name it. grounds for a Norovirus to spread. Like an E. col These customers expected to indulge in what they had infection, a Norovirus infection is not instantaneous come to love over the years, what Chipotle has so these folks still enjoyed their meals, but they cen preached since opening its doors in 1993, "Food with tainly paid for them later on. The students found Integrity." Real, fresh, responsibly raised ingredients themselves with persistent diarhea, painfal stomach go next Ameri Ells the Cu uating that just taste better cramps, fevers, and vomiting. Unfortunately, for these five patrons, integrity was The problems did not stop with this incident not served up on that summer day. Approximately Within weeks of the Boston incident, outbreaks of three days after consumption, the symptoms of an E coli from Chipotle meals began to occur across ach, body aches, sporadic cramping, and worst of all, The company's stock price began to slide, making persistently bloody stools. The infected people were the fall of 201S a very difficult quarter for Chipote able to trace their ingestion of bacteria back to their Overall, from July to December 2015, there were over beloved Chipotle meals. However, the source ingre- 10 reported outbreaks nationwide, ranging from E.co dient of this particular outbreak was not immediately to Norovirus to Salmonella. At least 500 people across determined. Unfortunately, this incident was jast a 13 states were affected by the outbreaks-luckily, no cation atrac After dow of the crisis to come. deaths were reported. Months later, in December of 2015, Boston College students flocked to their local Brighton, Massachu TWELVE MONTHS EARLIER. setts Chipotle restaurant, looking for a quick and In January of 2014, Chipotle was ranked by The Daily hearty meal. Members of the varsity men's basketball Meal as the number one Tex-Mex chain restaurant in team, club hockey players, and many others were America, beating out Baja Fresh, Qdoba, and Moc to expecting to have their cravings satisfied as usual and placed their orders without hesitation. However, Today, noted how the chain produced fresh became ill shortly after they ate their food and local supply of food Everything seemed Southwest Grill. The ranking, published like the Chipole patrons in Seattl, the students tasty food, with customers apprecngthe tre This case was written by Thomas 2016 great for Chipotle, with revenues up almost 28 per Har, Bendey University, in cent from 2013 to $4.11 billion. Stores were contino University, in ously opening nation and worldwide, with furherExplanation / Answer
Crisis management is the efficient handling of any unexpected event which may prove to be a substantial risk to the sustenance and growth of an organisation due to its ability to cause large description within the organisation, externally and for all stakeholders. What becomes essential for effective crisis management in any business is to facilitate excellent flow of communication within the organisation and from the organisation to the external environment. This requires an organisation to have in place an efficient public relations department operating effectively at all times to ensure swift crisis management and control. There are numerous stakeholders involved within every organisation including the owners, the employees the customers, the regulatory authorities, all other organisations in related segments and society as a whole. Every crisis impacts every stakeholder involved even though the impact may vary in degree of intensity, for the various stakeholders. Until and unless communication is maintained for addressing concerns of all stakeholders, an offering assurances that the required action has been initiated by the organisation through display of the required empathy, social sensitivity and responsibility within its quick and adequate response, the brand and Company image may suffer extensive damage which can threaten the very existence of an organisation or substantially impact its future growth and prospects. Therefore adept handling of communication within a crisis situation true an effective and efficient public relation department can change the outcome of the situation and even lead to enhanced Company image, converting the negative event with efficient management into a positive outcome. Minute to look at exemplary leadership and management displayed in the tylenol case to understand the importance of excellent PR during the crisis. The public relations department as a major role in identifying and managing risk that udemy irreparably the reputation of an organisation.
Chipotle being in an industry which is service based needs to be extremely sensitive to quick and effective management of crisis which impact reputation of the brand. For the organisation to create a perception within the minds of the customer of being compassionate and responsible to the safety and well-being of all the customers it becomes mandatory for the organisation to have an exceptionally efficient Public Relations department which becomes the face of the company during a crisis. For the public relations department to operate efficiently it is important that a clear delegation and demarcation of duties and responsibilities, along with subsequent accountability, be implemented within the department. The communication which flows printer prices should be from a single source and present unified front and a clear message regarding the opinion of the organisation of the crisis situation, the related steps for addressing and controlling the situation taken by the organisation and also the changes the organisation intends to implement to ensure effective control in the future to prevent occurrence of similar situations. Quick and adequate response can quell all doubts of the stakeholders by assuring them that the company is responsible capable and initiated the process for effective management of the crisis situation. Speed has become important due to the advancement of Technology leading to extensive communication through social media networks which kam result 10 any situation or event taking on Mammoth proportions within short time periods. It is essential that every organisation effectively utilise the speed and widespread approach offered by social media to communicate quickly and effectively its message to all concerned. This adequately controls negative publicity having extensive impact through this medium.
A good leader requires vision, power to enthuse and mostly ability to lead from the front. Every organization requires adequate push of responsibility downwards as no large organization can survive without delegation, this has to be however tempered by retaining power at the top during crisis management. It is these crisis situations that are the true test of a leader, when he/she is expected to jump into the arena to face and manage the crisis effectively, at the same time setting a befitting example for all the employees, as well as a standard. It also restores employee faith in the leadership and the organization and induces unity rather than fear of the outcome amongst all cadres. Therefore it is important that the communication be adequate internally as well as externally to effectively control the crisis.
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