Introduction
SkinProtect's sunscreen products have displayed a strong showing in the U.S. market for the past 20 years. While its decision to venture into the Southeast Asian market is undoubtedly a positive and strategic move, this development has been fraught with uncertainty due to the recent fiasco. In this paper, I will be explaining the importance of crisis prevention and propose solutions on how SkinProtect should cope with its future crises.
Background
Value of crisis prevention
According to Smith, while reactive processes like crisis response are vital in crisis management, the absence of crisis prevention will still put an organization’s reputation on the line (as cited in Jaques, 2010). Essentially, organizations that do not engage …show more content…
Hence, I would recommend SkinProtect to form a team comprising of the CEO, a crisis coordinator, a media manager, an operations manager and a legal counsel as each of them has the specific niche skills required to manage a product harm crisis.
In an event of a product harm crisis in Southeast Asia, the CMT will operate from the crisis control center located at the headquarters. While the CEO should be present to authorize the team to go ahead with a certain course of action, the crisis coordinator’s role is to lead the CMT in crisis response. Additionally, he will need to coordinate crisis response efforts with crisis coordinators from the local crisis teams in Malaysia and Indonesia.
Next, the media manager will need to devise a communication plan for key stakeholders and conduct a risk assessment of threats to SkinProtect’s reputation. As for the operations manager, he will be in charge of liaising with workers from the manufacturing site or production labs to understand more about the situation on the ground and relay information to the higher ups. Lastly, the legal counsel will help evaluate the implications of the crisis and the liabilities that SkinProtect might …show more content…
During a product harm crisis, this website should be activated and contain the list of recalled products and guidelines on how to return defected products. While such information is currently unavailable, SkinProtect can start by uploading SkinProtect’s background data and photographs of its products as these information will be useful for the media when a crisis strikes (Coombs, 2015). Moreover, SkinProtect can also prepare holding statements (see below) that will facilitate the posting of press release when a crisis strikes (Coombs,
SkinProtect's sunscreen products have displayed a strong showing in the U.S. market for the past 20 years. While its decision to venture into the Southeast Asian market is undoubtedly a positive and strategic move, this development has been fraught with uncertainty due to the recent fiasco. In this paper, I will be explaining the importance of crisis prevention and propose solutions on how SkinProtect should cope with its future crises.
Background
Value of crisis prevention
According to Smith, while reactive processes like crisis response are vital in crisis management, the absence of crisis prevention will still put an organization’s reputation on the line (as cited in Jaques, 2010). Essentially, organizations that do not engage …show more content…
Hence, I would recommend SkinProtect to form a team comprising of the CEO, a crisis coordinator, a media manager, an operations manager and a legal counsel as each of them has the specific niche skills required to manage a product harm crisis.
In an event of a product harm crisis in Southeast Asia, the CMT will operate from the crisis control center located at the headquarters. While the CEO should be present to authorize the team to go ahead with a certain course of action, the crisis coordinator’s role is to lead the CMT in crisis response. Additionally, he will need to coordinate crisis response efforts with crisis coordinators from the local crisis teams in Malaysia and Indonesia.
Next, the media manager will need to devise a communication plan for key stakeholders and conduct a risk assessment of threats to SkinProtect’s reputation. As for the operations manager, he will be in charge of liaising with workers from the manufacturing site or production labs to understand more about the situation on the ground and relay information to the higher ups. Lastly, the legal counsel will help evaluate the implications of the crisis and the liabilities that SkinProtect might …show more content…
During a product harm crisis, this website should be activated and contain the list of recalled products and guidelines on how to return defected products. While such information is currently unavailable, SkinProtect can start by uploading SkinProtect’s background data and photographs of its products as these information will be useful for the media when a crisis strikes (Coombs, 2015). Moreover, SkinProtect can also prepare holding statements (see below) that will facilitate the posting of press release when a crisis strikes (Coombs,