The Scanner Slip-Up CASE

SEQ CHAPTER \h \r 1 Planning Sheet

Name

Course , section

Date : February 29 , 2008

Context

Your role : Who are you in this case ? What is your title ? Where do you work ? Who do you report to

RECORD YOUR ANSWER HERE

I am the person who handles all communications including letters promotional materials , and web site content . I am the Communications Manager at Online Training Services (OTS ) Inc . I report directly to Bob O 'Brien , Director of Marketing and co-founder of OTS Inc .Situation Summary : What is the problem in

this case ? Who are the key players ? What are the major events

OTS Inc entered int a joint marketing promotion with Thomspon . Thompson is giving away 500 flatbed scanner to the first 500 RSAs to get 100 on our current web based training program . Due to an IR glitch , 1 ,000 winner notifications wer emailed . The IT manager has fixed the glitch however the notifications have already been sent . The Legal Manager has state that the email is not legally binding . And the official rules document does stat that OIT must document and versify all winners befor sending official documentation .Your task : Who asked you to do what ? Or , specifically , what were you asked to write ? Are there any political considerations you need to be aware of in executing your task (e .g , financial or legal obligations personalities of players involved , etc

I have been asked to diffuse the situation while maintaining our lucrative partnership with Thompson and our reputation among the retail partners and the RSAs who take our training programs . We have to consider and prevent inquiries directly to Thompson about the scanners We have to consider word of mouth among RSAs . We have to consider whether retail partners will continue to use our training programs . We have to also consider lawsuits or class action over the extra 500 scanners .Options Analysis

Evaluate the pros and cons of possible solutions to the problem Consider criteria such as

Desirability : What are potential undesirable effects of this option Will the organization want to implement the option ? Will any relationships be damaged ? Will anyone have any personal objections

Effectiveness : Will the option solve the problem

Affordability : Is the cost of the option justifiable given the problem ? Resource Feasibility : Does the option require technology or resources (e .g , personnel ) that are unavailable

Ethical : Is the option legal ? Does the option harm or threaten anyone

Preferability : Why is this option better than other options

Option Pros Cons

1

OTS Inc . Can purchase 500 scanners and give them to the additional people who received notifications

of the retail partners or RSAs would realize that there was a mistake on our part . Our reputation among retail partners would be damaged . The cost of 300 for each scanner , or 150 ,000 minimum )out of OTS budget

2

Send an email to the 500 falsely notified winners admitting the mistake and offering a consolation prize

If the consolation prize is less than the cost of the scanner...