Dakasi Food Poisoning Presentation

8/10/2019 Dakasi Food Poisoning Presentation

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DAKASI FOOD

POISONING

Nia Pauline L. Tapawan

COM-PR


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DAKASI COMPANY

BACKGROUND

Known for its Taiwanese styleand variety of flavored tea

Started in Taiwan in 1990

Philippine branch was openthrough the efforts of the

brands chief operating officerin the country, Aldrich Kho, andhis partners


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DAKASI COMPANY

BACKGROUND

Aims to develop nationwidechain of gourmet drinks

Believes in the principle ofcustomer first and servicefirst

The common ones are greater

than the different ones

Deliver to shake only uponorder as one of its promises tothe consumers


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DAKASI FOOD

POISONING CASE

The case was a combination of a crisiscommunication and reputationmanagement type

The food poisoning incident happened inDakasi Iloilo branch last September 26, 2013

more or less 50 individuals were sent to thehospital after accumulating a Dakasi

product

The food poisoning was said to be causedby the presence of Salmonella and othermicro bacteria on the product


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DAKASI FOOD

POISONING CASE

Food and Drug Administration of thePhilippines (FDA) conducted amicrobial test on the ingredients used

by the Dakasi Tea House

The incident had led to the temporaryclose of the branch as the Iloilo HealthOffice recommended the revocationof the business permit of Dakasi TeaHouse, where the incident occurred.


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DAKASI FOOD

POISONING CASE

Dakasi Philippines spokesperson andlegal counsel Atty. Margarita Gutierrez

requested the public to wait for thefinal results of the test before comingto a conclusion.

They choose not to state anycomment but instead give the Ilonggo

consumers an assurance that thecompany will enable to handle it andtake future actions until the end.

Dakasi Philippines is committed to see

this controversy until the end

Public Relations Approach


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DAKASI FOOD

POISONING CASE

The spokesperson stated that safety

and the quality of their products aretheir priority as they always follow thesafety standards

Dakasi branch owner give astatement about the incident

They agreed to close the branchtemporarily and continue tocooperate on the local authoritiesabout the matters



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DAKASI FOOD

POISONING CASE

Dakasi Philippines posted on their Twitter

account the results of the quality controltest on the ingredients


Dakasi Philippines posted theirofficial statement on theirwebsite including the results ofthe quality control test doneon the ingredients taken intheir product.


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PAGE PRINCIPLE

APPLICATION

Dakasi Philippines at first do not want tostate any comment regarding the

incident as it is only preliminaries.However, after the test and the results ofthe quality control on the ingredients havebeen released, the company posted itsverification on its social media accounts

and official website in order to betransparent to their consumers.

Screenshots of the results was attached totheir statements to answer the queries andallegations of the public on the incident.

1. Tell the truth


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PAGE PRINCIPLE

APPLICATION

Dakasi Philippines cooperated on the localhealth authorities as well as the local officials

in taking action with the incident. They alsoagreed to temporarily close the branch.

However, the company promised theirconsumers that they are committed to see theincident until the end. Also, the outlet willalways follow the safety standards as stated

by the spokesperson of Dakasi Philippines.

After the incident, the company shouldprovide nutrition facts or ingredients placedon their products or beverages in order tosupport their high standard of quality and

safety on their products.

2. Prove it with action


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PAGE PRINCIPLE

APPLICATION

They answer the allegations and listen to theircustomers through the utilization of their social

media accounts as mostly of their consumersare into it. Also, they used their official websitein answering queries and knowing the insightsof the public about their product and theircompany as well in relation to the incidentand to their services.

Dakasi should be active on their social mediaaccounts and be visible in all forms as it helpsthem engage more suggestions and queriesamong their consumers.

3. Listen to the customers


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PAGE PRINCIPLE

APPLICATION

Dakasi held their own test in the presence ofmedia and health office of Iloilo to get rid of

the allegations with regards to the incident.What the company did was more ofverifications and control on the effect of thefood poisoning to the company.

Furthermore, they keep a promise to the

consumers that they will observe highstandard of quality and safety on theirproducts. It can be seen on the statementsthey posted on their website as well as on themedia.

4. Manage for tomorrow


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PAGE PRINCIPLE

APPLICATION

Dakasi Philippines protects the companyagainst the allegations about the incidentthrough their transparency on theirstatements in media and on their socialmedia accounts as well as website. Theyalso increase their supporting measures

through test results and scientificexaminations.

Right after the incident they also makethemselves visible to the media to give

their side of story against the crisis.

5. Conduct public relations as if the

whole company depends on it


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PAGE PRINCIPLE

APPLICATION

Dakasi Philippines upholds its principle ofcustomer first and service first. Withthat they aim to attain 100% satisfactionamong their consumers.

They think that people are the center oftheir service. Likewise, the companycreates its variety of beverages on thebasis of the close ties of people amongothers.

6. Realize a companys true

character is expressed by its people


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PAGE PRINCIPLE

APPLICATION

Although the branch has been requested to close

and be observed by the local health office ofIloilo, Dakasi Philippines agreed and cooperatedto the officials.

They also recognize the weight of the incidentwhich led them to wait for the final results ratherthan strengthening their defense on the said

allegations. Likewise, they chose not to say anycomment with regards to the matter until the endresult of the investigation is done.

Meanwhile, they entertain reporters with regardsto transparency about the incident and remain tobe at peace in maintaining their high standard ofservice among their consumers

7. Remain calm, patient and

good-humored

Documents

Dakasi Food Poisoning Presentation