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  • A Bomb in Your Pocket

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    Deepti Ahuja
    662 vistas8 páginas
    The document summarizes a crisis faced by Nokia India in 2007 regarding a manufacturing discrepancy in one of their battery models, the BL-5C, that could pose a safety risk. An advisory was issued on August 14th 2007 notifying consumers to replace potentially defective batteries within 15 days. This created negative sentiment and damage to Nokia's brand image. The summary outlines the magnitude of the crisis as a market leader and potential harm to consumers. It recommends strategic communication with stakeholders like consumers, media, employees and retailers to manage replacements and save the Nokia brand in India through transparency and collaboration while avoiding assumptions that the crisis will easily pass.

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    Nokia faulty batteries

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    The document summarizes a crisis faced by Nokia India in 2007 regarding a manufacturing discrepancy in one of their battery models, the BL-5C, that could pose a safety risk. An advisory was issued on August 14th 2007 notifying consumers to replace potentially defective batteries within 15 days. This created negative sentiment and damage to Nokia's brand image. The summary outlines the magnitude of the crisis as a market leader and potential harm to consumers. It recommends strategic communication with stakeholders like consumers, media, employees and retailers to manage replacements and save the Nokia brand in India through transparency and collaboration while avoiding assumptions that the crisis will easily pass.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Descargue como PPTX, PDF, TXT o lea en línea desde Scribd
    Marcar por contenido inapropiado
    662 vistas8 páginas

    A Bomb in Your Pocket

    Cargado por

    Deepti Ahuja
    The document summarizes a crisis faced by Nokia India in 2007 regarding a manufacturing discrepancy in one of their battery models, the BL-5C, that could pose a safety risk. An advisory was issued on August 14th 2007 notifying consumers to replace potentially defective batteries within 15 days. This created negative sentiment and damage to Nokia's brand image. The summary outlines the magnitude of the crisis as a market leader and potential harm to consumers. It recommends strategic communication with stakeholders like consumers, media, employees and retailers to manage replacements and save the Nokia brand in India through transparency and collaboration while avoiding assumptions that the crisis will easily pass.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Descargue como PPTX, PDF, TXT o lea en línea desde Scribd
    Marcar por contenido inapropiado
    de 8

    A Bomb in your pocket?

    Crisis leadership at Nokia India


    Presented by: Group 9

    Executive Summary
    In 2007, there has been a manufacturing discrepancy in one of the battery models of Nokia, BL-5C Production lot that was manufactured by Matsushita between December 2005 to November 2006 Advisory was released in India on 14th august 2007 Consequence was that this news was taken in a negative sentiment Advisory mentioned the replacement of the battery in 15 days if the battery was found to be a defective BL-5C battery Managing director of the company, Mr Shivkumar, is in a dilemma how to combat this situation

    Company management should come up with a strategic plan to address the issue at the earliest Preventing any damage to the brand image of the company

    Magnitude of crisis
    Issues that magnify the intensity and the complexity of the case
    Being market leader any damage to brand image & can lead to long term negative consequences Potential harm to the public would lead to severe repercussions Real test for the company how well and effectively it can manage the replacements Negative sentiment that is being spread by the media should also be stopped from expanding

    Communication to stakeholders
    Stakeholders of the company should be communicated very strategically
    Consumers have to be communicated the process of replacement via advertisements through every possible channel Media has to be apprised about the latest developments and spokesperson of the company should be in continuous touch with the media Retail distributors have to be asked to assist in the logistics planning Employees have to be requested to cooperate in this adverse situation

    Saving the Nokia brand in India


    Actions that should be adopted are
    Communicate with the employees about the crisis and how it should be mitigated. Their support should be sought. Collaborate with the CEO at all levels. Give him or her a prepared document on the words to be used, the body language that should be exhibited, and the communication style to be adopted. Regularly keep the media updated of the actions taken Social media should be used to keep the people updated Meet up with other stakeholders-clients, suppliers, service providers, to share and resolve their concerns, if any.

    Saving the Nokia brand in India(contd..)


    Actions that should NOT be adopted are:
    Dont assume that the crisis will pass easily and everything will be normal easily Dont say No comments to the media Dont use aggressive words with negative overtones. Dont start the PR work once the crisis is public Dont use the language that is complex and filled with jargons

    Thank You!!

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