Question

You are the owner of the second largest cruise line in the world. You have 7 different cruise ships that sail all areas of the globe. As second, one of your main goals is to become #1. Your company prides itself on customer service and you believe that this avenue affords you the best opportunity to become #1.

Your largest ship, the "World Traveler" can accommodate 10,000 passengers. During a November cruise in the Southern Caribbean, while docked at Barbados Islands, 5,500 passengers became sick from food poisoning. People from America, Mexico, France, Germany, Japan, and Italy were all part of those who got sick. As it turns out, over 3000 people reported sick but only after returning from excursions on the island.

This situation could represent a possible setback to achieving your #1 position in the world unless it is handled properly. So after extensive discussions with your board of directors, it was decided to not only fully refund all passengers that were aboard this cruise (whether they got sick or not), but to provide for a free cruise on any of your ships at any time throughout the year in any part of the world for up to a 7 days and 8 night’s cruise. Passengers are responsible for the cost of getting to and fromthe point of debarkation to meet the ship.

Assignment Instructions

Answer the questions listed below:

According to you, what is the issue and who are the various parties/stakeholders affected by it

Present evidence to support your view of the problem as explained previously. The evidence can be from the case as well as outside research.
How would you resolve this issue? Why? Can there be more than one solution?

Answer 1

The issue was food poisoning incident happened on the World Traveler ship while in southern caribbean which can impact the company from achieving #1 position in the world. Various parties affected by it are the customers of that particular ship who got sick and the cruise company.

In this incident 5,500 people out of 10,000 customers got sick while ship was docked at Barbados Island and over 3000 were reported sick after returning from the Island, in which people from varios nations were present.

Though providing a complete refund and a free cruise can be a viable strategy but moreover finding the root cause of this incident is important to avoid repeating it in future.