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CASE STUDY The Swiss Broadcasting Corporation's website notes that crisis mismanagement is the "Achilles' heel" of Nestlé. The article refers to Nestle's reluctance to deal with the accusations related to the Maggi pasta product in India, which will cost it 47 million francs in losses, as well as damage to its reputation. The case sees a recurring pattern in the way it deals with crises. This is not the first time that this Swiss
company has found itself mired in a public relations crisis, and it is known to be the largest food
company in the world. The article deals with the sequence of events that began on June 5, 2015, when the Food Safety Authority of India ordered Nestlé to recall the Maggi brand of instant noodles after discovering that lead levels were above the permissible level. This was followed by an indefinite ban on a list of products issued by the Mumbai High Court on June 12. According to Nestlé estimates, the value of these products is 47 million francs. The first sign of the
company's troubles came when the Food Safety Authority in the northern Indian state of Uttar Pradesh ordered the recall of a batch of pasta for not being safe and containing monosodium glutamate. Instead of complying, Nestlé defied the decision, which resulted in a PR impasse for its hugely popular Maggi brand. Speaking to swissinfo.ch, Herbert Koch, president of the Swiss-based Association for Risk and Crisis Communication, explained that "first reactions (in such cases) must be honest, transparent and meaningful". As for Nestlé, its first reaction was to protest the state government's decision. However, within a few days, six Indian states decided to withdraw this instant noodles. This made the
company's long-held assurances that its product should be trusted increasingly hollow. After the proliferation of public criticism directed at it, Nestlé was placed on the defensive and its role was limited to extinguishing the fires on more than one level. For Koch, "companies have to be proactive and take care of communication from the start."
A Nestlé spokesperson explained, "The
company's focus has been 100% on tackling this issue and working to get Maggi back on the shelves, and we're doing everything we can to facilitate that, which is why we don't see the time to engage in a discussion about it." Our communication strategy is now." Devender Sharma, an expert on food policy, notes that multinational companies often find a way out even in the case of serious abuse in India. "There is a very powerful lobby that supports the major players in the industry, the media, and the public relations agencies that operate on more than one level from within the system to ensure that no drastic measures are taken against them," he adds. As for Maggie's case, at least, it looks like Nestlé lost the bet on the connection early. Experts agree that the media has played a major role in the controversy over this food product, and in this regard, Kavita Koruganti of the NGO India for Food Safety notes that "the media, over the past few years, have been proactive in terms of food safety." food." After reading the required article: 1- Defining the problem precisely and solving it? 2- Analyzing the possible alternatives to solve the problem in terms of the pros and cons, and then determining the best one from your point of view with justification of?