"Cry Baby" Complaints Essay

1983 words - 8 pages

EXECUTIVE SUMMARY
The Company had received a number of complaints about the product of “Cry Baby” doll after Christmas. The complaints were about the malfunction of the product that leakage of water and unable to cry when pressed the certain button, and the doll’s eyes were easily removed that harmful to children potentially. For that reason, an investigation into the incident was conducted.

After interviewed with staff, the 120 complainants and looked into the data, reports and guidelines, we found that:
1. The cause of the incident was the unqualified plastic materials used in production from a new supplier.
2. The quality control guidance and safety regulations were obsolete that no more suitable for the company.
3. A significant percentage of customers lost confidence on our products and considered not to buy our products anymore.

Thus, both the external and internal solutions are suggested to the company to react. In the external aspect, we recommend:
1. To recall products from distributors and customers actively.
2. To refund $300 and give $100 toy coupon to the affected customers as compensation.
3. To sponsor parent-child relationship activity to rebuild company reputation and regain customers’ confidence on our products.

In the internal aspect, we recommend:
1. To terminate the contract with the supplier and sign a new contract with supplier whose materials are already passed the international safety test.
2. To set up an independent laboratory with the implementation of new safety guideline and regular reporting, testing and reviewing are conducted.

TABLE OF CONTENTS
1) Executive Summary....................................................................P. 2
2) Introduction................................................................................P. 4
3) Previewing of Report..................................................................P. 5
4) Details of Investigation…...............................................................P. 5
5) Findings......................................................................................P. 6
6) Conclusions.................................................................................P. 7
7) Recommendations
i. External PR measures (by Cheng Oi-ngor, Carol)…..…….P. 8-10
ii. Internal improvement (by Lee Hoi-tong, Jessica)..............P. 10-11
8) References................................................................................P. 12

INTRODUCTION
Teams of Authorization
On 29 December 2009, an urgent meeting with the managing director, Ms. Irene Tsoi, was held regarding a number of complaints received about our “Cry Baby” doll. Our team was assigned to investigate and prepare a report on findings and follow-up actions suggested. The investigation report is to be submitted by 15 January 2010.

Background
On 29 December 2009, a notice from the Consumer Council that they had received 120 complaints about our product - the “Cry Baby” doll. The...

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