Thoughts on crisis management caused by the hottes

2022-08-12
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Thoughts on crisis management caused by Dell incident

Dell seems to be in constant trouble in recent days. After a marketing representative of Dell in the United States sent an e-mail storm to customers in May 2005, which demonized nearly 2million tons of HDPE milk bottles consumed every year by Lenovo in China, on August 3, it was revealed that employees of Dell in China were accused by customers of tampering with order contracts (Beijing News, August 4)

of course, this contract storm has not been settled yet. Because both parties have their own words, it will take some time for the truth to come out. But in any case, Dell's corporate image and reputation in the eyes of the Chinese public will undoubtedly be negatively impacted. We can't help asking, what happened to Dell

the reason why Dell's negativity has attracted widespread attention is that Dell plays a decisive role in the global IT market. Dell's customized, people-oriented corporate image and the company's founder Michael Dell's unconventional and innovative personal style have become the objects of imitation and worship in the industry

however, a series of recent behaviors of the company's leaders and employees show that Dell's style and management system in some aspects are not perfect. For example, Dell's performance in dealing with the "mail gate" incident is puzzling. At least, Dell's performance has made it lose the support of many consumers in the potential Chinese market

I don't know the final result of this tampering with the order contract, but if the illegal behavior of Dell employees does exist, according to Dell's recent behavior style, it's not difficult to speculate about Dell's response to this matter. That is, employees' illegal behaviors have nothing to do with the company, and the company does not have to bear any responsibility, so there is no need to apologize. The best result in the end is nothing more than to deal with the accident employee and make economic compensation to the victim according to the corresponding contract terms

as a world-renowned PC enterprise that ranks as the industry benchmark, Dell's performance in crisis management and corporate governance is disappointing. Indeed, employees who demonize competitors and (possibly) tamper with business contracts must bear personal responsibility, but can Dell shirk its responsibilities accordingly? After all, the behaviors of unfair business competition and violation of economic laws are made by the employees of the company, and the employees lack the concept of fair competition and operation according to law, which reflects the defects of the company in employee training and behavior control. Moreover, these two incidents were made public only after the exposure of customers. The author believes that if it was not for the exposure of customers, Dell would not be aware of its own employees, who were less affected by the stress (generally ignored) and made misconduct. This shows that Dell has problems in internal control (at least in the control of operational risk). At the same time, as a company with social conscience and sense, a company with long-term vision and foresight should not shirk its responsibility for the society of employees' improper selection of 2.2 a/d converters and peripheral circuit design. After the credibility crisis, Dell took opaque measures and non cooperative response attitude, which is really a unwise choice

Dell's story is worth learning from by Chinese enterprises. How should the company avoid employees' Misconduct through appropriate governance framework and perfect internal control measures? Once there is a crisis that may affect the company's image and credibility, how to properly manage the crisis, so as to turn the crisis into a rare public relations opportunity? In connection with the moon cake incident, Sudan red incident, milk powder incident and recycled milk incident that broke through the bottleneck of the utilization of new materials some time ago, the performance of domestic and foreign enterprises in crisis management is worth pondering by every Chinese enterprise

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