IF IT’S BROKEN, FIX IT FAST—BOB ECKERT, CEO, MATTEL
Bob Eckert, the chairman and CEO of Mattel, has publicly said he will never forget the way he spent his fifty-third birthday, on August 14, 2008. He sat in front of a television camera in a conference room in Mattel’s headquarters in El Segundo, California, delivering the same bad news over and over. Mattel was recalling more than 18 million toys, the most in company history, because of lead paint and design flaws, and there could be more recalls to come.
Employees interviewed in the media indicated that the message Eckert delivered both to the public and to them was the same. His e-mails, phone calls, and meetings emphasized one message: no matter what the impact on the company’s revenues, ...
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