Case Study

Tosama (B)

6 pages
June 2004
Reference: IMD-6-0268

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
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This case study is part of a series
  • Tosama (A)
  • Tosama (B)
This case study is part of a series
  • Tosama (A)
  • Tosama (B)
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Tosama (A)
By Carlos Cordon Thomas E. Vollmann Inna Francis and Alexandru Ioan Mincu
Case reference: IMD-6-0267 ©2004
Summary
The case series presents a situation where an 80 year-old Slovenian sanitary products manufacturer is faced with the crisis situation that emerged ...
Reference IMD-6-0267
Copyright ©2004
Copyright owner IMD Copyright
Available Languages English
Contact

Research Information & Knowledge Hub for additional information on IMD publications

Tosama (B)
By Carlos Cordon Thomas E. Vollmann Inna Francis and Alexandru Ioan Mincu
Case reference: IMD-6-0268 ©2004
Summary
The case series presents a situation where an 80 year-old Slovenian sanitary products manufacturer is faced with the crisis situation that emerged ...
Reference IMD-6-0268
Copyright ©2004
Copyright owner IMD Copyright
Available Languages English
Contact

Research Information & Knowledge Hub for additional information on IMD publications