6、令VP痛苦的決定

6、令VP痛苦的決定

經(jīng)過一番痛苦的掙扎，Johnson終于聽取了Nancy的建議，下定決心下令收回有問題的software。選擇什么樣的方式來發(fā)布product withdraw（召回產(chǎn)品）的消息合適呢，如果力度不夠，有些顧客可能不能及時得到消息，負面影響不會及時被消除，但是如果過于fuss-making（大張旗鼓，小題大做），反倒會引起更多原本沒有注意到這件事的顧客的關(guān)注，引起他們不必要的擔(dān)憂。這個度的把握還真是不容易。沒辦法，Public Affairs Department又請公關(guān)公司來幫助解決問題。公關(guān)公司建議通過出現(xiàn)問題的地區(qū)的local media（地方媒體）來發(fā)布消息，盡量減少影響，但又能體現(xiàn)Innovo對顧客負責(zé)的態(tài)度。事態(tài)總算控制住了，但是給Innovo帶來的直接損失卻是相當大的。

為了避免今后再出現(xiàn)similar（類似）問題，Johnson下令研發(fā)部趕快根據(jù)市場需求，同時注重產(chǎn)品質(zhì)量，盡快研發(fā)出新的產(chǎn)品去占領(lǐng)市場，消除之前的負面影響。R & D Department的Thomas認為光靠他們一個部門的力量是不能從根本上改變局面的，其他各個部門的共同努力和相互配合是必須的。他向Johnson表達了自己的想法，Johnson表示同意他的看法，并把協(xié)調(diào)任務(wù)全權(quán)assign（交付）給他。

Thomas先組織R & D Department針對市場需要確定下一步需要研發(fā)的產(chǎn)品所應(yīng)該包括的functions（功能）和features（特性）。之后他叫助理把研究結(jié)果做成paper documents（紙質(zhì)文檔）circulate（分發(fā)）到各個部門，要求大家先仔細閱讀然后再在開會時提出指導(dǎo)意見。Thomas的目的是希望其他部門從這份研究報告里意識到自己部門工作的inefficiency（不足）和完成新產(chǎn)品推廣所要加強的各方面工作。所以在開會的時候，他并沒有用過多時間給大家介紹這份研究報告，而是拋磚引玉地讓其他部門發(fā)表自己的看法，積極地參與到這個project里來。Thomas這次的發(fā)言由以下三個部分組成的：

Present what you did and what else need to be done.

Remind the related parties to realize their responsibilities.

Be soft and indirect as being tough won't work.

Using all of the information that my assistant has just presented as a starting point, my product development team has been trying to enhance our product to include more of customer's desired features. Our specific proposals were described in detail in the memo that was circulated last week, so I see no reason to cover them in depth at this point in time. However, we do need to open a dialogue about which changes we're going to implement, and a timeline for doing so.

So, as our presentation concludes, I want to repeat the key points. First, our market share is showing a downward trend. Second, our marketing campaign isn't appropriate for our target audience. Third, many key features are missing from our product. Our recommendations are to revamp our marketing campaign and redesign our product. We are facing some serious problems, and we need your input in order to deal with them as quickly as possible.

Without further ado, I'd like to open the floor for discussion. Just feel free to make your comments.

Thomas這么一開頭，其他部門的同事也不好袖手旁觀，紛紛提出建議和對自己可以參與的工作作保證。大家還很快制定出一個各部門都包括在內(nèi)的整體工作timetable（時間表），根據(jù)這個進度，Innovo應(yīng)該可以在一個月內(nèi)就研發(fā)生產(chǎn)出一款取代之前產(chǎn)品的新產(chǎn)品，并且能夠guarantee（保證）質(zhì)量。