Schindler Elevators Essay Example | Topics and Well Written Essays - 1250 words

Schindler Elevators - Essay ExampleLarge corporations have a responsibility to fix that they fulfill their promises of quality and confidence. While large businesses have thousands of customers, dissatisfying one customer or not fulfilling customers expectations freighter significantly affect the spirit of a party. Companies rely upon word of m come outh, and after building a reputation that has prevailed for years, one incident can change the perception of their customers forever (Ouchi, 1981, p. 82). Once a company makes a mistake, they will take numerous actions to compensate the customer or let the public know their pedestal regarding the incident. Some mistakes are forgivable and only affect the companys short-term sales slice other mistakes whitethorn even cause the company to file bankruptcy or go out of business (Ohmae, 1982, pp. 45-48). Accidents that cause death, injury, or serious mistreatment of customers may result in a boycott of the companys products, as well (S chendel, 1979, p. 45). Smaller mistakes such as faulty products or malfunctioning goods may only result in the company having to replace the products and refund the customer (Barney, 1986, p. 1236). Discussion Japan is a market with very soaring context culture and very strict standards of adherence to cultural practices. The Nipponese are not sympathetic towards other cultures and do not allow international companies to take proceeds of using different social norms when they conduct business in Japan. Japanese customers expect extremely high quality standards and do not tolerate even slight deviances from those standards. It is mandatory to please Japanese customers and mistakes are not easily forgiven. Operating in this rigid environment was the renowned company, Schindler Elevators. The company was established by Robert Schindler in 1875 in Germany. Little by little, the company grew and expanded into other areas such as Asia, Africa, and the nitty-gritty East. Today, Schindl er is the worlds leading supplier of escalators and raisings and is responsible for making some of the worlds go around transport systems. It is also responsible for transporting approximately 700 million people daily (Schindler, 2006 Fink, 1986, pp. 76-79). However, Schindler Elevators is seriously suffering from decrease market share and sales in Japan and it is even unable to find employees in the Japanese market because of an shot that occurred with one of its elevators. Schindlers bad reputation also caused it to lose service contracts. The calamity that got Schindler into trouble occurred in 2006 in Minato Ward, Tokyo. A 16-year old boy was getting off a Schindler elevator with his bicycle while the doors were ajar. The elevator began to move upwards and the boy was crushed between the doorframes and died instantly. The Japanese were outraged. right away following the accident, Schindler gave a press conference. While Schindler sympathised with the victims family, the com pany also maintained that on that point was no fault in the quality standards of the elevator and it asserted that the company was very particular closely its safety standards. This press conference was followed by a series of additional press conferences in which Schindler explained the accident but did not apologize to the victims family or meet them. The Japanese expected an warm and complete apology, but it took nine days for the Schindler Company to apologize after the accident, and the Japanese did not exact it a full apology (Japan Times, 2009). The public perception was that the company was arrogant and lacked high quality standards and a sense of responsibility. The Japanese are not used to companies that do not perceive responsibility as an