Norman R. Augustine - Harvard business review on crisis management
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The series is designed to bring today's managers and professionals the fundamental information they need to stay competitive in a fast-moving world. From the preeminent thinkers whose work has defined an entire field to the rising stars who will redefine the way we think about business, here are the leading minds and landmark ideas that have established the Harvard Business Review as required reading for ambitious businesspeople in organizations around the globe.
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Page iii
Harvard Business Review on Crisis Management
A HARVARD BUSINESS REVIEW PAPERBACK
Page iv
Copyright 1994, 1995, 1996, 1998, 1999, 2000 President and Fellows of Harvard College All rights reserved Printed in the United States of America 04 03 02 01 00 5 4 3 2 1
All rights reserved. No part of this book may be reproduced, stored in a retrieval system, or transmitted, in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise without the prior written permission of the copyright holder.
The Harvard Business Review articles in this collection are available as individual reprints. Discounts apply to quantity purchases. For information and ordering please contact Customer Service, Harvard Business School Publishing, Boston, MA 02163. Telephone: (617) 783-7500 or (800) 988-0886, 8 A.M. to 6 P.M. Eastern Time, Monday through Friday. Fax: (617) 783-7550,24 hours a day. E-mail: custserv@hbsp.harvard.edu.
Library of Congress Cataloging-in-Publication Data Harvard business review on crisis management. p. cm.Harvard business review paperback series) Includes index. ISBN 1-57851-235-2 (alk. paper) 1. Crisis management. 2. Industrial management. 3. Strategic planning. I. Harvard business review. II. Title: Crisis management. III. Series. HD49.H37 2000 658.4'056dc21 99-28481 CIP
The paper used in this publication meets the requirements of the American National Standard for Permanence of Paper for Publications and Documents in Libraries and Archives Z39.48-1992.
Page v
Contents
Managing the Crisis You Tried to Prevent
Norman R. Augustine
1
When an Executive Defects
Anurag Sharma and Idalene F. Kesner
33
A Strategic Approach to Managing Product Recalls
N. Craig Smith, Robert J. Thomas, and John A. Quelch
61
Right Away and All at Once: How We Saved Continental
Greg Brenneman
87
Media PolicyWhat Media Policy?
Sandi Sonnenfeld
119
After the Layoffs, What Next?
Suzy Wetlaufer
143
Leadership When There Is No One to Ask: An Interview with Eni's Franco Bernab
Linda Hill and Suzy Wetlaufer
171
Lincoln Electric's Harsh Lessons from International Expansion
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