Effective communication case study analysis

Paper Summary:

This is a brief case study of a situation in 1993 involving a consumer who allegedly found a user syringe in a can of Diet Pepsi. The paper discusses PepsiCo's communication issues and handling of the situation. Also examined is how technology has changed the face of effective business communications with an assessment of how the matter could have been handled if it happened today.

From the Paper:

"Effective communication is pivotal to the success of any business. A primary goal for effective communication is to bind an organization together such that the company focuses on individual and organizational based optimal performance (Katz, 2004). In today's global economy there are numerous technological advances that make instantaneous on-call communication a possibility; such that individuals can reach one another virtually anywhere and anytime. Brown (2005) states that the current level of technologically advanced communication gives individuals better control. In 1993, although only 15 short years ago, this was not the case. In 1993 one of the biggest consumer product tampering incidents involving individuals across the country claiming that various inanimate objects were found in their sealed cans of Diet Pepsi took the national spotlight. This could have led to the demise of PepsiCo; yet in spite of PepsiCo's lacking.."

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