18. Good news, get it out fast Bad news, get it out faster !
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21. ThinkPad explodes in LAX airport , posting on Gizmodo.com, Sept 16 “ So we're waiting for a flight in the United lounge at LAX, this guy comes running the wrong way, pushing other passengers out of the way and quickly drops his laptop on the floor. The thing immediately flares up like a giant firework for about 15 seconds, then catches fire….”
26. 1. Determines cause – battery supplier, executes costly remedial action with safety in mind. 2. Liaises with authority: Works with U.S. Consumer Product Safety Commission to announce global recall of 4.1 million laptop batteries. 3. Used website: Sets up recall website for customers to check affected units. 4. Assures safety: Guarantees replacement batteries are safe. Dell’s Response Post-mortem
27. Sony execs’ bow not deep enough? “ We want to put this behind us. I take this problem seriously and I want to finish the replacement program as quickly as possible for the sake of our users and corporate customers ,” Corporate Executive Officer Yutaka Nakagawa, Oct 24, 2006