Real-Life Decision Making -- Solution
You don't pull in the incomplete magazines.
You think to yourself, "If I pull in the incomplete magazines and reissue them, we will have to pay a delivery driver to pick up the incomplete ones. Then we will have to issue new magazines, then have the delivery driver take the new magazines back to the stores. This will be very expensive."
Your publication begins receiving irate calls from people who have purchased the magazine. Some of them want their money back. Some insist that you courier a new magazine to their homes. Others just want to complain and tell somebody off. All of this ties up your customer service department, and you have to pay overtime wages to people who are working to handle all of these issues.
Customer service people are very angry at the situation. The people who bought the magazine are angry. The coffee shop franchise is angry. They say that maybe they will sell some other magazine instead of yours. The costs of replacing copies, paying overtime wages and paying for courier services is considerable. You have no idea how much money you will lose due to poor customer relations and loss of goodwill.
You wish that you had reissued the magazine.
"Mistakes happen in the production. There is no clear-cut answer. We have to ask ourselves whether to bring in the faulty magazines or not," says Kate MacDougall. She is a circulation manager. "We have to analyze the repercussions of allowing the faulty magazines to circulate and the repercussions of bringing them back and reissuing."