Your matrix should include the following: • Comprehensive list of stakeholders (internal and external); • For each stakeholder desribe their Impact, level of support, influence, need/interest as well as contribution briefly. • What is the power that each stakeholder have and how should you manage them? • Provide detail on ideal engagement and communication channels and methods.

Principles Of Marketing
17th Edition
ISBN:9780134492513
Author:Kotler, Philip, Armstrong, Gary (gary M.)
Publisher:Kotler, Philip, Armstrong, Gary (gary M.)
Chapter1: Marketing: Creating Customer Value And Engagement
Section: Chapter Questions
Problem 1.1DQ
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Sweat Mystery The union is pushing Eastern hard for a
solution. "Our workers are 'bleeding' on the job, and we
don't know why," says Robert Lubisi, president of Local
553 of the Transport Workers Union, adding "I told the
airline that if they don't solve this thing post-haste, we're
going to request the A300 be grounded." UAA appears
to be the only airline afflicted with this problem. No other
airline has reported a similar problem and Airbus
Industry, makers of the A300, says foreign carriers have
not encountered anything similar. 4. Red Sweat Mystery:
Additional Information. As of the first year, new soft
cleansers are used to clean plastic panels such as
microwave oven doors and inside windowpane covers..
Steel galley counters and rest room surfaces in UAA
A300s are coated with a special super tough polymer
coating when the planes are fitted for service..
Beverage carts have can roll racks which are coated with
a special plastic to reduce noise. Studies have shown this
new plastic is also extremely durable. Since they are
replacing older AUU aircraft on many overwater routes,
these A300s are equipped with new passenger life vests
and demo equipment. All A300 crew were trained to
use the new vests and to show passengers how to use
them before they started flying in January. UAA has
been testing a new air filter cartridge in the A300 to
remove galley odours from cabin air before they can be
circulated throughout the cabin. Defining the Problem 5.
Question • Tell me about the flight attendants. What
does their role entail? (Think people, processes,
equipment, materials, environment) 6. What's Unique
about Flight Attendants? Serve food Serve drinks.
Pushcart What else? Before the flight. During and
after the flight. 7. Test If
is the cause of
how does it explain both the IS and IS NOT information?
Identify the stakeholders and compile a stakeholder
information matrix.
Your matrix should include the following:
• Comprehensive list of stakeholders (internal and
external);
• For each stakeholder desribe their Impact, level of
support, influence, need/interest as well as
contribution briefly.
What is the power that each stakeholder have and
how should you manage them?
• Provide detail on ideal engagement and
communication channels and methods.
Transcribed Image Text:Sweat Mystery The union is pushing Eastern hard for a solution. "Our workers are 'bleeding' on the job, and we don't know why," says Robert Lubisi, president of Local 553 of the Transport Workers Union, adding "I told the airline that if they don't solve this thing post-haste, we're going to request the A300 be grounded." UAA appears to be the only airline afflicted with this problem. No other airline has reported a similar problem and Airbus Industry, makers of the A300, says foreign carriers have not encountered anything similar. 4. Red Sweat Mystery: Additional Information. As of the first year, new soft cleansers are used to clean plastic panels such as microwave oven doors and inside windowpane covers.. Steel galley counters and rest room surfaces in UAA A300s are coated with a special super tough polymer coating when the planes are fitted for service.. Beverage carts have can roll racks which are coated with a special plastic to reduce noise. Studies have shown this new plastic is also extremely durable. Since they are replacing older AUU aircraft on many overwater routes, these A300s are equipped with new passenger life vests and demo equipment. All A300 crew were trained to use the new vests and to show passengers how to use them before they started flying in January. UAA has been testing a new air filter cartridge in the A300 to remove galley odours from cabin air before they can be circulated throughout the cabin. Defining the Problem 5. Question • Tell me about the flight attendants. What does their role entail? (Think people, processes, equipment, materials, environment) 6. What's Unique about Flight Attendants? Serve food Serve drinks. Pushcart What else? Before the flight. During and after the flight. 7. Test If is the cause of how does it explain both the IS and IS NOT information? Identify the stakeholders and compile a stakeholder information matrix. Your matrix should include the following: • Comprehensive list of stakeholders (internal and external); • For each stakeholder desribe their Impact, level of support, influence, need/interest as well as contribution briefly. What is the power that each stakeholder have and how should you manage them? • Provide detail on ideal engagement and communication channels and methods.
The case of the Inflammation mystery 1. The Case of the
Inflammation mystery as a horror flick, it might be called
"The Rash." Scenario: On United African Airlines (UAA)
flights over Lagos and Dares Salam, flight attendants
begin to contract a strange, oozing rash on their faces,
neck, chest, and hands. The fluid escaping from their
inflamed pores looks like blood, though it is not, and so
the rash is called "red sweat." Others are stricken by
reddish blotches of pinprick-size dots. But either way,
before a doctor can diagnose it, the mysterious rash
disappears - until, perhaps, the next flight over the
Africa. For baffled management, the story is all too real.
For the past three months, more than 90 flight
attendants have reported cases of the "red sweat", many
of them more than once. Nearly all are women, and most
have been stricken on United African Airlines-produced
A300 Airbus jets flying Lagos, Dares Salam, and Ethiopia.
No passengers or other crew have shown symptoms,
and no rashes have been reported on inland flights. In all
cases, the symptoms vanish, leaving the victims
wondering if the affliction is only skin deep. "We just
can't track this thing down" admits Dr. David Millett, UAA
flight medicine director. "It's spooky, really spooky." A
rash of theories resulted. The cause is.... The air in the
new jet cabins being too dry. The special fluid used to
clean the plane's food ovens. A combination of factors,
such as altitude changes, genetic susceptibility, or even
cosmetics. To solve the mystery, doctors from
Johannesburg University and UCT Medical Centre
seemed ready to try a bit of shuttle dermatology: flying
on UAA jets to make on-the-spot diagnoses. 2. Red
Sweat Mystery Dry cabin air, combined with exertion and
altitude changes, is considered a possible cause, along
with cosmetics. A rare condition called chrome hidrosis
(coloured perspiration), triggered by genetic factors and
bacteria, could also explain the symptoms. Or they might
be explained by contaminants in the plane, such as
galley cleaning fluids, causing a chemical burn. One
flight attendant was diagnosed with a chemical burn by
a Nigerian doctor and given cortisone, but Dr. Maureen
Poh, a dermatologist leading the Ethiopian team says
their investigation is still underway and they have not
made any conclusions. Regardless, some flight
attendants have begun to avoid the A300. A flight
attendant who now has had three episodes of the red
sweat says, "I flew that plane two months ago and
nothing happened. Now every time I go near that
airplane, I get hit." She also says repeated exposure has
made each reaction worse. At the same time some flight
attendants have developed the spots on their first A300
flight. UAA has tried to calm the flight attendants by
pointing to the fact that they are unaware of any long-
term effects, but this has done little to reassure them.
"We don't know what it is, what effects it might have,
and if we're breathing something in, whether it is causing
internal damage," says one flight attendant. "One of my
girlfriends has broken blood vessels all over her face. She
looks like she has aged terribly," said another. 3. Red
Transcribed Image Text:The case of the Inflammation mystery 1. The Case of the Inflammation mystery as a horror flick, it might be called "The Rash." Scenario: On United African Airlines (UAA) flights over Lagos and Dares Salam, flight attendants begin to contract a strange, oozing rash on their faces, neck, chest, and hands. The fluid escaping from their inflamed pores looks like blood, though it is not, and so the rash is called "red sweat." Others are stricken by reddish blotches of pinprick-size dots. But either way, before a doctor can diagnose it, the mysterious rash disappears - until, perhaps, the next flight over the Africa. For baffled management, the story is all too real. For the past three months, more than 90 flight attendants have reported cases of the "red sweat", many of them more than once. Nearly all are women, and most have been stricken on United African Airlines-produced A300 Airbus jets flying Lagos, Dares Salam, and Ethiopia. No passengers or other crew have shown symptoms, and no rashes have been reported on inland flights. In all cases, the symptoms vanish, leaving the victims wondering if the affliction is only skin deep. "We just can't track this thing down" admits Dr. David Millett, UAA flight medicine director. "It's spooky, really spooky." A rash of theories resulted. The cause is.... The air in the new jet cabins being too dry. The special fluid used to clean the plane's food ovens. A combination of factors, such as altitude changes, genetic susceptibility, or even cosmetics. To solve the mystery, doctors from Johannesburg University and UCT Medical Centre seemed ready to try a bit of shuttle dermatology: flying on UAA jets to make on-the-spot diagnoses. 2. Red Sweat Mystery Dry cabin air, combined with exertion and altitude changes, is considered a possible cause, along with cosmetics. A rare condition called chrome hidrosis (coloured perspiration), triggered by genetic factors and bacteria, could also explain the symptoms. Or they might be explained by contaminants in the plane, such as galley cleaning fluids, causing a chemical burn. One flight attendant was diagnosed with a chemical burn by a Nigerian doctor and given cortisone, but Dr. Maureen Poh, a dermatologist leading the Ethiopian team says their investigation is still underway and they have not made any conclusions. Regardless, some flight attendants have begun to avoid the A300. A flight attendant who now has had three episodes of the red sweat says, "I flew that plane two months ago and nothing happened. Now every time I go near that airplane, I get hit." She also says repeated exposure has made each reaction worse. At the same time some flight attendants have developed the spots on their first A300 flight. UAA has tried to calm the flight attendants by pointing to the fact that they are unaware of any long- term effects, but this has done little to reassure them. "We don't know what it is, what effects it might have, and if we're breathing something in, whether it is causing internal damage," says one flight attendant. "One of my girlfriends has broken blood vessels all over her face. She looks like she has aged terribly," said another. 3. Red
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