IB Business Management HL 5.7.2 Hl Effective Crisis Management Factors Questions

(c) Using a (cause-and-effect) fishbone diagram, explain why Mapa was slow to respond to the problem with its GPS devices.

A fishbone diagram similar to above may be drawn. The cause of the problem can be any of those identified.

Explanation of how the issues identified caused the problem should follow.
N.B. The above headings are used as examples. Accept any other relevant headings (based on the information in the stimulus).

Award [1 to 2 marks] if the fishbone diagram is incomplete, or inaccurate and the description is limited.

Award [3 to 4 marks] if the fishbone diagram is incomplete, or does not include at least one applicable comment in each "bone". The response may be descriptive or the explanation lacks depth.

Award [5 to 6 marks] if the fishbone diagram is complete (four bones) and includes at least one applicable comment in each "bone". At least two issues are fully explained and are used effectively to explain the cause of the problem.
N.B. Award a maximum of [2 marks] for an explanation without the fishbone diagram.

Award a maximum of [2 marks] for fishbone diagram without any explanation.

On one hand it can be argues that a lack of communication was central to the creation of the problems / crisis and possibly also contributed to (mis)management of the crisis for the following reasons:
The poor external communication between Mapa and the Icelandic company due to language problems and different cultures created the poor quality of the GPS. It also weakened the ability of Mapa to respond to the crisis. However, Mapa's slow response (internal) to the negative news reports escalated the crisis and caused a drop in confidence (external). Rumours, a form of unofficial communication channel, further undermined the credibility of Mapa's GPS devices. Moreover, Poor internal communication hindered Mapa's ability to respond to the crisis. Crisis management is all about being seen to respond swiftly and competently to an issue. Mapa clearly failed to do this.
On the other hand, the media picked up the news, which also acted as a catalyst for Mapa to respond and take action hence it can be argued that some forms of external communication channel and the message actually forced Mapa to handle the crisis.
Moreover, communication is not the only problem here. It could be argued that the root cause of the problem was the poor quality testing / control in Portugal in the summer that failed to pick up the defect. One can also argue that the tall structure and more importantly the bureaucratic corporate culture intensified the quality problems and made the management of the crisis less effective.

Accept any other relevant examination.
N.B. It is not expected that candidates will include all of the above points in their answer.
A balanced response is one that covers at least two issues for and at least two issues against.
For one relevant issue that is one-sided, with no examination, award up to a maximum of [3 marks].
For one relevant issue that is balanced, with examination, award up to a maximum of [4 marks].
Marks should be allocated according to the mark-bands on page 3.