In this single-player simulation, you will play the role of a product manager at Matterhorn Health, a medical device manufacturer. The company recently launched the GlucoGauge blood glucose monitor, the company’s most expensive product development effort to date. In spite of vigorous pre-release testing, there are problems reported by customers almost immediately after launch. Throughout the simulation, you will use a series of desktop applications to receive communications from your colleagues at Matterhorn Health about the problem at hand. You will receive a barrage of information through various channels – email, video messages, voicemail messages, and instant message chats – requesting that you determine the root cause of the issue and make recommendations on how Matterhorn can get ahead of this problem. This simulation explores issues related to human judgment, decision-making, and communication during a crisis. You must examine all data carefully and use it to inform your decisions.
Part 1. Press Conference Document (6% of Course Grade)
After going through the stimulation you will be requested by the CEO for input to a press conference to address mounting questions about the unfolding situation. The public wants some answers. Although the company would have communicated to the press several times during the crisis, but the time has come for another significant push in terms of external communication.
• What should we tell the media?
• How can we avoid a public relations fiasco, given the fact that much time has transpired without full resolution?
You would be expected to think about the many constituents (customers, healthcare professionals, insurers, government regulators, and shareholders), and craft an opening statement for the press conference. The CEO would like your recommendations on what should be said to the public. The nature of your draft to the CEO should reflect your responses and actions throughout the simulation.
