3.1.

Self-awareness As per the positioning strategy of the organization, by which the organization can differentiate itself from its competitor, Mc Donalds is that, they are based on fresh foods items. The fresh foods are prepared as per the customers specification and it is prepared in front of the customer. I as a manager was responsible for ensuring about the quick service of the products. The quick service facility is very important for our business as the timely delivery of the product is very essential. The large queuing time for the customers can make the customers annoying and dissatisfied in such kind of business (De Weert, 2008).. The competitor McDonald specializes in the ready to eat services and their process is structured and different from my organizations structure. The organization was getting gradual success but in that course of time, management including myself, ignored about the need for a structural change. The organization depends on the suppliers for the fresh food items. For the timely delivery of the products and for the quality issues my organization needs to depend on the local suppliers. After this incident only, myself awareness increased about the process change and structural changes. My self-realization says that, the verification and evaluation of the supplied products are very crucial to maintain the quality of the product. The strategic focus of my business was to only deliver the food at accurate timings but, though my organization positioned itself on the quality basis but, focus was not given more on the quality (Pervin, 1994).

3.2. Others perception. The other business participants and stakeholders started to see the matter in different way. No doubt the critical incident damaged huge image of my organization but, especially in front of the shareholders, investors, customers, local communities. It affects the sales of the organization to a great extent and indirectly affects the shareholders decisions of further investment in the organization. The other stakeholders like the customers responded in negative way immensely as the customers were losing their faith from the organization. The issue was based on the customer complaints and in that kind of situation, the customers recovery is very necessary. From, my point of view I realized that customer recovery is vital for retaining the customers. But at that situation, it was very difficult for making the others understand about the situation. The other

stakeholders including the general mass perceive that, it is companys fault as the company wants to earn more money by delivering poor quality products to its customers.

3.3. Changed Behaviours The organization understood that there must be change in the structure of the organization and in the leadership style in the organization. In my organization, as discussed early also, the organization was structured vertically and the single manager was responsible to oversee the entire supply chain management but, in todays scenario the vertical structure will only can help the organization to perform in an effective way. The supply chain manager should have the in formations regarding the quality issues. From the time of critical incidence, the company could able to understand the need for the change in the organization structure (Allport, 1955).

3.4. Action Plan All the managers should be ready to counter such kind of critical incidence with an action plan. The action plan will help them to deal with the crisis situation, in case any critical incident happens in the organization. The action plan should be planned in such a way that, the organization should accept the fault of itself without arguing with the customer. The organization should be ready to provide proper compensation to the customer as a part of the recovery strategy. The organization should be ready to provide more than the compensation to convert the complaint customer into a loyal customer. Moreover, the communication with the other stakeholders is very important to recover the image of the organization. As a mode of communication, they can use different media mix and should share all kind of quality related documents in front of the media to proof them clear.

Reference

Allport, F. 1955. Theories of perception and the concept of structure. New York: Wiley. De Weert, F. 2008. Exotic options trading. Chichester, England: John Wiley & Sons. Pervin, L. 1994. A critical analysis of current trait theory. Psychological Inquiry, 5 (2), pp. 103113