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Learn the key ideas of the book by Paola Cane

Product Harm Crisis Management

How to manage a company crisis caused by a faulty product

There are several reasons why a company might need to recall their products. They often do so because of defects, but in some cases, they do so because the incident presents a risk to public health. Whatever the extent of the recall, the company’s behaviour is decisive in guaranteeing not only that the recall goes as smoothly as possible, but also to determine how the company itself is going to recover. In Product Harm Crisis Management, Paola Cane uses her years of experience in this field to show us how to best deal with a situation that can have an enormous impact on our business.

Product Harm Crisis Management
Read in 14 min.
Listen in 17 min.

What is a “Product Harm” crisis?

Increasingly often, companies find themselves facing crises linked to problems caused by their own products, the so-called “Product Harm Crisis”.

This type of crisis happens in an incident when one or more of a company’s products are harmful or poisonous, and they require a timely intervention to reduce the impact to a minimum.

The strategy that a company adopts to manage this type of crisis is fundamental, because not only does it minimise the risk to public health (and therefore any possible lawsuits), but it also serves to demonstrate that the company can pick itself up after a crisis.

The consequences of such events are often not only limited to the company itself, but they risk spreading to an entire category of products, because the shortcomings of a company in the production process can be perceived as a lack of standards in the entire sector.



The key ideas of "Product Harm Crisis Management"

What is a “Product Harm” crisis?
Harmful products put a strain on a company’s reputation
All sectors are at risk
The role of the media in a product harm crisis
The importance of behaviour in response to a crisis
The characteristics of effective planning
It is important to be timely and precise
A leader needs a team that shares the load
The two main aspects of crisis management: operations and communication
How to behave once the crisis has passed
Take-home message

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