Read the Case Study, and write a one page analysis of the case study.
How could Zhang Yong, the founder and chair of Haidilao’s board of directors, respond to the crisis, turn threats into opportunities, and prevent the recurrence of such a crisis?
Sichuan Haidilao Catering Co., Ltd. (Haidilao) was the leading hot pot company in the Chinese market and the largest hot pot chain of restaurants in the world. Haidilao was famous for its extraordinary customer service, which had made it a legend in the catering industry. However, on August 25, 2017, a news report with online videos revealed that mice were in the kitchen of one of Haidilao’s restaurants, that dustpans and tableware were washed in the same sink, and that spoons intended for customer use were used to unclog blockages in the plumbing
