Management by Paul Engle

ISE magazine's monthly column about management (January 2019)

A strategy to rebuild trust

A client recently suffered a public scandal resulting in significant damage to its brand. This scandal resulted from a failure of an internal control system, affecting millions of customers. Rather than deny the accusations, the client publicly admitted to lapses and began the slow process of identifying the root cause, creating remedies to prevent a recurrence and, most importantly, changing its culture to prevent similar behaviors.