Essays on Samsung Company - Effective Communication Case Study

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The paper "Samsung Company - Effective Communication " is a perfect example of a business case study.   Effective communication is always the key to the establishment of an efficient business relationship. However, poor communication is a common event in many business environments and it has associated consequences. Communication which is done poorly always leads to detrimental effects to the organization in one way or the other. Whether it is lack of communication or it is a miscommunication of information regardless of how minor it is, the impacts on the productivity of the firm are always felt.

There is a great need for the management of every firm to be aware of the indicators of poor communication in the firm so as to apply the necessary measures to mend the situation before it gets worse. Brief Description Last year, Samsung Company was faced with the scandal of overheating batteries which later exploded. The events followed each other systematically. On 24th of August 2016, the company received the first complaint from a customer about the explosion of the Note 7 smartphone. Making the matter worse, the company’ s website was flooded with images of smartphones which had exploded batteries.

On the 2nd of September, the firm decided to make a global recall of all the Note 7 smartphones which had battery issues. The company replaced the smartphones and also refunded all the customers who had experienced the losses due to the firm’ s faults. A week later, the aviation authorities in the United States warned the passengers about using Galaxy Note 7 phones in the planes. A day later, on the 9th of September, the department of Consumer Product Safety Commission warned the public to stop the usage of Samsung smartphones.

On 15th of September, the Company implemented the earlier promise of recalling all the faulty smartphones in the market given that the faults emanated from the batteries. Later in 5th of October, there was another overheating incident of the replaced Note 7 phones in by a plane passenger in the United States. More reports continued to be received by the organization and the retail shops in the United States officially stopped selling the Note 7 smartphones from the Samsung Company and also stopped issuing the smartphone replacements.

On October 11th, Samsung Company officially ruled out the production of Note 7 smartphones and advised the public to switch them off and to stop using them permanently. Communication Models Involved There were two models of communication which were involved in the Samsung Note 7 scandal of 2017. Firstly, the transactional model was involved where the firm management was both the recipients and the sources of information. The channels were used where the public effectively communicated their grievances to the company and the company gave the feedback.

After the implementation, the company also received feedback from the customers. Interference of the messages and the feedbacks were also experienced across the channels. Additionally, the constructivist model was also involved where the company communicated with the two partner companies which were involved in the manufacture of the faulty batteries (Bell 2013, p. 17). The company confirmed to the media what the exact failure of the batteries was. The firm management communicated with the press indicating that the batteries were designed and manufactured by two different companies, hence causing the battery failures.

Thorough research was again carried out in the design and the material which were used in the production of the batteries. According to the research findings, the batteries were not made of enough and strong material which would serve the purpose of insulation. Additionally, the design of these batteries did not give enough space for the accommodation of the little insulation material efficiently. Therefore the battery electrodes were not accommodated efficiently by the materials which were used in the creation of these batteries. The activities of the company to investigate the issue concerning the batteries were a gesture of the relationship between the customers and the company (Fredriksson 2017).

The company was aimed at maintaining the customers and hence, the management team took the initiative to investigate the matter so as to make rational decisions.

References

Bell, A. H. 2013. Management Communication. Canberra: University of Canberra.

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Ernst, H. 2010. Sales, Marketing, and Research-and-Development Cooperation Across New Product Development Stages:Implications for Success. Journal of Marketing, pp.80-92.

Finne, A. 2017. Communication-in-use: customer-integrated marketing communication. European Journal of Marketing, pp.445-463.

Fredriksson, M. 2017. Translate inconsistency. Management Communication Quartery, p. 089331891769988.

Ma, B. 2017, January 23. Samsung confirms battery faults as cause of Note 7 fires. Retrieved July 2017, 11, from BBC NEWS: www.bbc.co.uk>business-38714461

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