SK-Ⅱ为何总出问题.ppt

Integrated marketing communications: quality, scandals, public relations, and crisis management Bobo,Ice,Iris,Kin,Kitty,Sharon Shanxi Group /society100596.shtml SK-Ⅱ为何总出问题 宝洁公司22号宣布，暂停SK-II化妆品在中国的产品销售 /play.jsp?storyrefCCTVNEWS_News_0600_2952.940_3047.970refCCTVNEWS_News_0600_2952.940_3047.970 中消协有关负责人指出，SK-Ⅱ产品退市后，仍应履行退赔责任。 ????在声明中，宝洁公司称暂停SK-II在中国的产品销售，并暂时停止SK-II专柜的运作。同时暂停运作的还有SK-II在中国的退货服务中心，改由24小时服务热线来处理消费者的退款要求。但记者拨通服务热线询问9月21日以前没来得及办理的消费者该如何进行退货，对方表示暂时不受理。 ????SK-II服务热线：这个我们暂时不受理，因为还没接到上面的通知。 ????中国消费者协会秘书长武高汉：企业的责任不能因产品退出市场而终止，企业仍应把过去的责任履行到底，无条件为消费者退赔。退赔过程中不应设置任何条件，如果设置了一涉嫌违法，二肯定无效。 ????今年9月14日广东出入境检验检疫局在从日本进口的9种SK-II系列化妆品中检出禁用的金属元素铬和钕。21号上海市食品药品监管局宣布，在市场上抽检的SK-II产品又有3种检出铬和钕，这样SK-II的问题产品已经增加到12种。 SK-II in Mainland China SK-II is a registered trademark of Procter Gamble It entered the mainland market in 1999 PG has successfully shaped SK-II as one of the high-end brands It has been in fierce competition with Christian Dior, LOreals Lancome, and Estee Lauder. SK-II attracts women aged between 25 and 40, particularly professionals with high purchasing ability. In 2005,SK-II ranked No 13 in the skin care market.   Disgraceful News Sept 23,2006 Whitening Source Pan-cake had 4.2ppm of chromium and 5.2ppm of neodymium - slightly more than the 4.5ppm of neodymium found by mainland officials Chromium is known to cause eczema, while neodymium can irritate the eyes and harm the liver if inhaled. Aftermath of SK-II An online survey conducted by S showed that 87% of 220,000 respondents believed PG to be lying. Practically all respondents said they would never purchase SK-II products again, and 69.8% said most of the name-brand cosmetics products were not trustworthy. Why Chinese consumers are increasingly more demanding about product quality and services from both domestic and multinational firms? Increase in disposable income  Per Capita Disposable Income of Urban Househo