The other aspect that needs highlighting is that the company must not violate the ethical and normative rules of business by pushing defective products into the market. Hence, I would stress on the damage to the company’s reputation and consequently to the bottom line apart from issues of ethics and responsibility.
In case where defective products have been shipped to the customers, I would deal with care and caution as there are multiple issues involved here. First, customers have to be informed in a manner that would not alarm them and also alert them as to the steps that the company is taking to ensure the recall or replacement of defective products. At the same time, the customers should not perceive the company in a bad light and hence, the communication regarding the recall or replacement of the defective products must be done in a responsible and honest manner. Honesty is especially important as the trust that has been built up by the company must not be lost. Hence, I would assure the customers of the company’s resolve not to repeat the occurrence of defective products being sold. Further, I would invite them or the representatives of consumer watchdogs to come and visit our facilities to see for themselves the steps being taken by us to ensure that we sell only quality products. (Wired.com, 2010)
The answer to this question flows from the last few sentences of the previous answer. First, I would take to task the employees responsible for the situation and ensure that key personnel who are in charge abide by the company’s directives and are committed to the vision and mission of the company. Next, I would immediately order a review of the processes and procedures and remove any bottlenecks that are holding up quality. Finally, I would direct the marketing and corporate communications departments to convey and communicate the company’s resolve not to repeat the same in a clear