Scenario 1 – Responding to a Product Recall
Objective
- Draft and launch a nationwide safety recall in under 30 minutes.
- Communicate transparently to protect customers and brand trust.
Roles
- Crisis Manager (chair)
- Supply‑Chain Lead
- Marketing / PR Manager
- Legal Counsel
- Customer‑Service Lead
Full Dialogue
Crisis Manager: “Team, we have a defect in our new smart‑kettle line that can cause overheating. We must recall 12,000 units immediately. Supply Chain, where are we on inventory?”
Supply‑Chain Lead: “10,000 are already shipped to retailers; 2,000 remain in our DCs.”
Marketing Manager: “We should draft a press release within the hour, post on our site, and push email + social blasts. Transparency beats rumours.”
Legal Counsel: “Agreed, but we must file Form 3500 with the Consumer Product Safety Commission first. I’ll handle regulatory notifications.”
Customer‑Service Lead: “I’ll spin up a hotline and chatbot script. Refund plus 20 % voucher?”
Crisis Manager: “Yes—full refund or replacement and 20 % coupon. Let’s also publish an FAQ. Marketing, can you finalise copy in 30 minutes?”
Marketing Manager: “On it. I’ll coordinate graphics for social, too.”
Crisis Manager: “Good. We meet again in 45 minutes for status. Our priorities: customer safety, regulatory compliance, brand trust. Go!”
Debrief Questions
- Which stakeholder group was addressed first, and why?
- How well did the team balance speed vs. accuracy?