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1、www.hbr.orgHBRCASESTUDYANDCOMMENTARYHowshouldGeraldTheCEOCan’tAffordSmartenbalancetheneedsofKaspaandtoPanicthecommunity?Theexpertsrespond.byEricJ.McNulty•ReprintR1003LInanunthinkablecrisis,abank’schiefexecutivehastomakeafastdecision.HBRCASESTUDYTheCEOCan’tAffordtoP
2、anicbyEricJ.McNultyGeraldSmarten,CEOofKaspaFinancialSer-“OhmyGod!”exclaimedBenLee,thefirm’svices,waspresidingovertheregularTuesdaygeneralcounsel.“There’safire.”morningexecutivecommitteemeetinginthe“Orworse,”Smartensaidquietly.Justaglass-walledconferenceroomthatlooked
3、eastmonthearlierhehadattendedacitywideoverMassachusettsBay.Themanagementmeetingconvenedbythemayortodiscussteamwaswrestlingwiththecomplexitiesofac-emergencyresponseplans.IthadseemedsoquiringHuadong,aShanghai-basedinvest-abstractthen:Expertshadtalkedaboutevery-mentfir
4、m.Heglancedathiswatch:8:10al-thingfromhurricanestopandemicfluto,yes,ready,andtheystillhadthreemoreagendaasubwaybombing.Nooneseemedtoreallyitemstoworkthrough.believethatBostonwasamajorterroristtar-“Ijustdon’ttrusttheirvaluationofallofget—snowemergencyroutesandswineflu
5、theirassets,”saidSarahHicks,Kaspa’sCFO.containmenttacticshadbeentheorderofthe“Thesecuritiesarestraightforward,but—”Sheday—althoughthemayorhadexpressedcon-stoppedmid-sentenceasthebuildingshookcernaboutastrikeattheliquidnaturalgasandalowrumbleroseupfrombelow.Sheandst
6、oragefacilitiesonthewaterfront.ATimothyhercolleagueslookedatoneanotherandthen,McVeightypeinaspeedboatcouldincineratealmostasone,rushedtothewindow.Smokedowntown,hehadwarned.Now,imageswasbillowingoutofthesubwayentranceSmartenhadseenofbombingsinMadridandacrossfromBost
7、on’shistoricSouthStation.Londonfloodedhismind.HetriedtopushTraffichadstopped,andpeoplewerepouringthemout.“Afireoranaccident.I’msureintothestreet.you’reright,Ben.”OPYRIGHT©2010HARVARDBUSINESSSCHOOLPUBLISHINGCORPORATION.ALLRIGHTSRESERVED.CHBR’scases,whicharefictional,pre
8、sentcommonmanagerialdilemmasandofferconcretesolutionsfromexperts.harvardbusinessreview•march2010page1TheCEOCan’tAffordtoPanic•••HBRCASESTUDYBehin
