You will need the Flash plugin to view this dynamic publication

Download the Flash plugin for free here. Just refresh this page after installing Flash.
Also make sure that javascript is enabled in your browser.

Alternatively, you can download this publication in PDF-format - Click here.

Page 1
Page 2
Page 3
Page 4
Page 5
Page 6
Page 7
Page 8
Page 9
Page 10
Derbyx1ex1dx1cx1bviewpointtheFall2011x1cIsitmoreaboutwhatwedoorhowwedoitx1daroserecentlyinconversationwithastaffmember.ThequestionresonatedwithmeandIbegantothinkaboutitfromabusinessperspectivetodrawmyownconclusionsandoffersomedirection.MymindquicklyturnedtoarecentairportdisappointmentduringwhatshouldhavebeenatriptotheUK.AsIwaitedformyightallofUnitedAirlineswasbroughttoahaltbyaservermalfunctionx14groundingtheentireglobaleetandsendingthousandsofcustomersfranticallyscurryingforanalternative.x1cewereshockedathowasinglesecondhadchangedourplansandbytheensuingchaosIwasdueataboardmeetingthenextdaybutcalmseemedtheonlysanerecourseaspandemoniumeruptedaroundme.Unitedaskedthatallwhocouldpostponetravelpleasedosowhiletheystruggledtore-routethosewhocouldnotwaitandtheirtechnogurusworkedundergreatpressuretoresolvethedebacle.Inthissituationasineverybusinesscrisisitwasnotonlyaboutwhatyoudobutalsoabouthowyoudoithowyouhandleeachchallenge.Astheysayx1canythingworthdoingisworthdoingwell.x1dIalsorememberedtheoldadageaboutworryingmoreaboutyourcharacterthanyourreputationx1cbecauseyourcharacteriswhoyouarewhileyourreputationismerelywhoothersthinkyouare.x1dAsacompanyofferingaconsumerproductRoyalCrownDerbymustattendtoboththequalityoftheproductandtheconsumerx19sperceptionofit.x1eeithershouldhavetocompromiseasbothgohandinhandx14andbothdemandcarefultimingandexecution.Havingaplancommunicatingtheplanandimplementingtheplanarekeytooursuccess.x1chenwelaunchanewproductrisksandvariablesaboundfromtheproductbrieftoLouiseAdamx19sdesignprocesstotheproductx19sjourneythroughthedevelopmentalpipeline.HowwillproductionhandlethemanufacturingDoesthecolorfactorintothecompanypro4leandcurrentconsumerdemandAremarketingpublicrelationsandthestoresonboardMostimportantlytheconsumersx14willtheyloveitHowwemanageeachstepandrespondtoeachglitchiswhatkeepstheprocessgoing.Inmomentsofcrisiscompaniesarejudgeduponwhattheydoandhowitx19sdone.UnitedAirlinesrespondedwellthatday.ImissedmyboardmeetinganinconveniencebutIusedtheextratimetoevaluateourcurrentstateintheweeksafteranimportanttradeshowandimproveforecastingbaseduponnewfeedbackx14andmynexttripwasseamless.Unitedhadmadeapointofcommunicatingthattheyunderstoodtheircustomersx19frustrationinthefaceofunavoidableinconvenience.Thecharacteryoushowinchallengingtimeswhenyouhavetoputyourcustomers4rstbuildsyourreputation.x1dverydayandtoeverycustomeritmattersItisallaboutwhatyoudoandhowitx19sdone.MonicaL.WattsVPRoyalCrownDerbyUSACustomerRelationsHomeFashionHouseBeautifulx19sx1beptemberissuewasallabouttheArtofColor.Givingusallthe4rstlookatwhatthenewseasonholdsforvibrantcolorandendlessoptionsfortheHome.RoyalCrownDerbypartneredwithHouseBeautifulinthisissuetofeaturethenewcolorfulRuchepaleblueaccentsaladplateasx1dditor-in-Chiefx1eewellTurnercelebratedblues---aquaperiwinklenavyandevenDelft.TheHomebookofferedmyriadideaslikehowsixcolorscanmakearoommoreradiantfabricswithcoolcolorfuloralsthatrefreshhighlightingthebest4ndsforthehomecolorsoftheDeepx1bouthandpagesandpagesofsimplybeautifulroomstoinspire.Sudbury