The case series is a situation where the 80-year-old Slovenian manufacturer of sanitary products is faced with a crisis situation, which arose from the poor quality of products supplied to customers. It comes to making choices and the company had to do to get out of this crisis without damage to your reputation. Business-savvy CEO, Janko Velkavrh realized that one of the main asset is their reputation Tosama and everything must be done to protect it. He made a good business to take care of the customer, not only in day to day operations Tosama, and even more so when something goes wrong. One of the lessons learned was that people can be very forgiving, but only if they feel you are acting in the "caring and compassionate" way and act as if you have nothing to hide. "Hide
by Carlos Cordon, Thomas E . Vollmann, Inna Francis, Alexandru Ioan Mincu Source: IMD 7 pages. Publication Date: February 28, 2005. Prod. #: IMD414-PDF-ENG
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