Social Responsibility Tutorial:

Watch the video Business Nightmares: Disastrous Decisions.

http://www.youtube.com/watch?v=YsXMuVq1MZI

In your groups, discuss the following questions:

1.  What went wrong?

2.  Why did it go wrong?

3.  Were Cadbury’s Socially Irresponsible?

4.  What could they have done to predict this disaster?

5.  What should they do to put it right?

Research Tutorial:

Watch Business Nightmares: Doomed Designs

http://www.youtube.com/watch?v=UxStG3b76sE

In your groups, discuss the following questions:

1.  What went wrong?

2.  Why did it go wrong?

3.  What sort of research could Persil have undertaken to prevent this disaster?

4.  What should they do to put it right?

Planning Tutorial:

Watch the video Business Nightmares: Disastrous Decisions.

http://www.youtube.com/watch?v=dKfAuaspFdQ&index=7&list=PL7FA5AF55DB783D53

In your groups, discuss the following questions:

1.  What went wrong?

2.  Why did it go wrong?

3.  What sort of planning could Mini have undertaken to prevent this disaster?

4.  What should they do to put it right?

Strategy:

Seminal clip from Marketing Guru Michael Porter;
What Strategy Is

Service Marketing Tutorial:

United Airways Case Study

In 2010 a singer booked a flight on a United Airways route and experienced the following situation. 

Original Complaint:

Guardian blog detailing complaint
Original Response:

Social Media Response - Video 1

Social Media Response - Video 2

Social Media Response - Video 3

Initial Outcome:

Dave Carroll on United Airway's Response

Impact on the company:

Daily Mail news article outlining share price impact

*NB: It is disputed whether the share price plunge happened within the time scale reported in this article, but the share price still took a dramatic dive as a result of this situation.

Impact on the customer:

BBC reports new social media consumer monitoring

Other companies capitalise on United’s situation:

Taylor Guitars capitalise on Carroll's success

Working in small groups, discuss the case study.

What went wrong?

Why did it go wrong?

What were the outcomes of this situation?

Using the SERVQUAL model supplied, analyse this situation to identify where the gaps in service quality and customer expectation appeared.

Prepare a small group presentation to feed your discussion back to the seminar group.

Promotion Tutorial:

Business Nightmares with Evan Davies Part 1
View Hoover case study from 13.00 to 15.00, then:
Business Nightmares with Evan Davies Part 2
View Hoover case study from 00.00 to 11.33

Working in small groups, discuss the case study.
Critically analyse this case study to identify what went wrong.
What elements of the promotional mix were not correctly considered?
What could Hoover have done differently to avoid this situation?
Could Hoover possibly have known what the impact might be?
What should they have done when the scale of the problem became apparent?

Prepare a small group presentation to feed your discussion back to the seminar group.

Product Tutorial:

Business Nightmares with Evan Davies Part 1
View Sunny Delight Case Study from 00.00 to 13.03.

Working in small groups, discuss the case study.
What is your opinion of Sunny Delight?
What went wrong in terms of development of the product?
Where was the mismatch between product development and consumer expectation?
Was this a business disaster - if so why?
What could the marketing and operations managers at Sunny Delight have done differently to avoid this situation?

Prepare a small group presentation to feed your discussion back to the seminar group.