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xijunzhu
on FreezingBlue Flashcards.
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what are four orgnizations
- mattel
- genzyme
- Netflix
- Vtech
- Sandy
- Primark
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sandy
- direct don't be stupid
- preparation
- gave speech every night
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genzyme
- prep (known virus, more prep)
- business first
- failure to keep deadlines
- measure to change come from leaders
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Mattel
- realign with chinese
- instructions on how to return
- 3 pt check system
- meeting personally with vendors
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netflix
- no customer feedback
- CEO was not talking
- no other opetions
- no surrounding strong leadership
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vtech
- no mass communitcation
- ignored warning signs (psychological warning signs)
- didn't mention homocide
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Primark
- -compensation to employees
- -unite companies to enhance worker safety
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JetBlue
- communication (compensation for delay, newspaper apology, videos, social and print)
- brought in key people to help him
- go the extra mile
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babson
- high priority and goals
- help: RAs
- call other colleges
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HD
- command center
- empower employees (autonomy)
- clear command structure
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B&L
- bad flow of info
- relationship with FDA and CDC not clear
- blamed customers
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BP
- TOny hayward
- falw in design (integrity)
- problem with scheudle, safety and budget
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Livestrong
proactive employees
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Newton HSt
- personalized suicide message
- education about suicide
- town forums
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leaders ought to move beyond blame
- be optimistic, motivate and inspire others.
- systemic learning: consistent training
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Nokia
- local solution
- communicate with manufactures
- walk in center
- continue suppy for four months
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Toyota
- time, cost and innovative
- disregarded small incidents
- different suppliers
- didn't say anything unless a definite model and definite proposal was made (No! N.A people are waiting to hear), need to do something even during uncertainty
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Miner
- taking responsiblity
- leadernsip team, leadership at different levels
- choosing among options, backup plans
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organization memory 3 stages
- acquire knowlege
- distribute knowlege
- acting upon it (new employees learning from old)
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what are organizational failures
- -failure to draw lessons and preserve in organizational memory
- pay attention to potential problems
- how peices of potentially problems may fit together
- incentives
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what do you do in non-routine situations?
- state our goals and priotites
- stakeholders
- who can help
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what do you do in new situations?
understand situation, consider options, execute collaboration
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how to use crisis as opportunity?
- use spotlight to redefine brand
- change procedure and culture
- recognize future similar patterns
- latent problems surfaces
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what is the role of Head Office
- resources
- field: empower people
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sullenberger
- what to say
- know your staff, who may be better than you
- good design in plane
- walked twice
- situational awareness
- aviate, navigate and communicate
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what are the three components of ACT?
- contain situations
- partnerships
- CRT
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Communication
- message
- stakeholders
- channels
- spokesperson
- 2 way communication flow
- timely updates
- media as partners
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what is crisis
- unexpected
- timely manner
- consequences
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what is learning readiness?
willingness to recognize and admit failure; failure creates recognition of risk and a motivation for change that otherwise would not exist.
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foxconn
- no suicide plege
- pay rise
- counselors and hotline staff
- create incentive to report
- conflicting goals
- industry response needed
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three things to balance
safety, cost, time
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barriers to change
- rigidity of core beliefs, values, and assumptions,
- ineffective communciation
- lack of corporate responsibilities
- centrality of expertise
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ethical communciation
- form true relationships (depend on them to help out later)
- setting a tone for the crisis that is consistent with corporate culture
- complete and free access to information
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systemic vs. behavior learning?
- systemic: incorporate into whole strucutre and consistent trainign support from organization leadership
- behavior: changes not internalized by members of organization; need external verification that learning is taking place
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walmart and katrina
- senior officials concentrate on setting goals, measuring progress
- CRT (even member on red cross)
- shifting priorities
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