Case Study

Tosama (A)

7 pages
June 2004
Reference: IMD-6-0267

The case series presents a situation where an 80 year-old Slovenian sanitary products manufacturer is faced with the crisis situation that emerged from poor quality product delivered to the customers. The case deals with choices and decisions company had to make to come out of this crisis without damaging its reputation. Business savvy CEO, Janko Velkavrh realised that one of Tosama’s greatest assets is their reputation and everything should be done to protect it. It made good business sense to take care of customers not only in Tosama’s day to day operation, but even more so when things went wrong. One of the lessons learnt was that people can be very forgiving, but only if they feel you are acting in a ‘caring and compassionate’ way and acting as if you have nothing to hide.

Keywords
Disaster Management, Crisis Management, Consumer Goods, Production Management, Operations Management
Settings
Slovenia
November 2003
Type
Field Research
Copyright
© 2004
Available Languages
English
Related material
Teaching note
Case clearing houses
IMD case studies are distributed through case clearing houses. In order to browse the collection and purchase copies please visit the links below.

The Case Centre

Cranfield University

Wharley End Beds MK43 0JR, UK
Tel +44 (0)1234 750903
Email [email protected]

Harvard Business School Publishing

60 Harvard Way, Boston MA 02163, USA
Tel (800) 545-7685 Tel (617)-783-7600
Fax (617) 783-7666
Email [email protected]

Asia Pacific Case Center

NUCB Business School

1-3-1 Nishiki Naka
Nagoya Aichi, Japan 460-0003
Tel +81 52 20 38 111
Email [email protected]

Contact

Research Information & Knowledge Hub for additional information on IMD publications

This case study is part of a series
This case study is part of a series
Looking for something specific?
IMD's faculty and research teams publish articles, case studies, books and reports on a wide range of topics