Management Skills

Management Skills (A) AY2017/18

Project 1: Case Study on Crisis Management – Samsung Note 7

The Samsung Galaxy Note 7 was meant to serve as Samsung’s best 5.7-inch, stylus- wielding smartphone. Introduced in August 2016 to great fanfare, the new Note device not only offered Samsung users an updated smartphone option, it also served as a way to tide over customers until the presumed Galaxy S8 in March 2017. At least that was the plan, until Samsung’s Galaxy Note 7 began to catch fire while plugged in to charge. Now Samsung has chosen to cease production on the Note 7 line. Samsung followed up by issuing an official worldwide recall of the Galaxy Note 7 in early September 2016. While this spelled bad news for Samsung, it was only the beginning.

  • 1)  Research on how Samsung managed this crisis. Based on your research, explain whether Samsung did a good job in the crisis management of Note 7. Use the crisis management checklist to help you in your analysis. (40 marks)
  • 2)  Assume that the crisis has just begun and your team is to be in-charge of this crisis management. 
(a) Draw up a Crisis Communication plan with the following answered: (30 marks)
    1. Who is the audience of this crisis communication?
    2. How is the communication going to take place?
  • What is the message to be communicated in this case?
  • (b) Provide 3 examples of common mistakes in crisis management to avoid. (10 marks)

 

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