Glucogauge Monitors: A Case Study: Matterhorn Health

Matterhorn Health company produces products that are used for health. One of the products the company has been producing and launching is the GlucoGauge blood glucose monitor. Recently however, there have been troublesome reports from customers experiencing inaccurate readings from the monitors, despite the extensive pre-release testing. Matterhorn Health is trying to get to the root of the problem and solving this issue as quick as possible. Over the course of time, I have interacted with people A few of the most notable and important people I have gotten to emails and had the chance to interact with are Patricia Simmons who is the CEO of Matterhorn Health. She is the first person who contacted me via email and let me know about the problems

Matterhorn Health was facing.

Other individuals include Nick Bay, Kurt Stewart, and Liz Pierce who are from the marketing staff. The last person I had worked with was the Senior Vice President operations officer Daniel Vasquez who helped explain the background of the product.
After the release of the GlucoGauge Monitors, the company began receiving troubling reports. Customers have been using social media to complain or address their issue and this, has affected the company in a negative way. Thereafter, we also have been receiving complaints from Doctors and patients about high inaccuracy rates on the GlucoGauge blood monitors. Physicians indicated that the inaccuracy readings were as high as 30% when the regular American Diabetes Association(ADA) approved devices are to exceed only exceed 10%. This high number of inaccuracy has hurt the company in a negative way and a solution must be found for it as quick as possible. Thus, I proposed the

idea of investing in more time and money to fix the issues of the monitors. We must work with the marketing team and staff. This way, working with the marketing team and doctors to update and fix the instructions on the boxes of the GlucoGauge will help customers get the right information and use them properly. Also, the communication department is taking initiatives on interpreting the instructions of how to use the monitors in multiple languages for people of different backgrounds and cultures. This as I hope, will decrease the inaccuracy readings of the monitors. The value and safety of the products Matterhorn health makes for the customers is immense and so, the plan on working on this problem and solving them as quickly as possible no matter the cost is the priority to anyone at Matterhorn Health. Soon, Matterhorn also plan on working with Rich Montella, an Engineering Manager, to investigate customers' problems syncing their glucose meters to their smartphones. This will make a huge difference in bringing in change.
My overall experience and the most challenging part of this project was coming up with ideas that will benefit both the company and the customers. I personally believe it is very much unethical to think or do something so that one can benefit from it while others are hurt. Matterhorn is not going to say this is not my problem and just let it be. Matterhorn will work with the consumers and physicians to take care of this issue if Matterhorn had ignored this issue, it would have been committing something that was unethical. Making the right decision was very stressful because I wouldn’t be sure whether the decision I make will hurt both sides or benefit both sides. The most important thing was using the right amount t of money to help produce the right product and reassure customers that the company was doing its best to help and compensate those who were hurt by this incident.
I will not be 100% surely comfortable with the decisions I made because I know as CEO, things may not work the way I wanted them to and they could turn out to be the opposite of what I expected them to be. Key lessons and take-aways I got from playing this simulation is not to jump into conclusions. The first thing I thought of as solution as soon as I read the issue was maybe the products were not tested or if not the instructions on how to use the GlucoGauge Monitors was not written clearly that the customers did not understand how to use it. I did like playing the simulation because it was a great learning experience in terms of what companies could face. I learned what both the seller and customers could face and with an extensive research or intense knowledge one cannot blame the issue on one party. In this case I believe it is both the customer and sellers fault this incident happened. The Sellers could have prevented this from happening with the right instructions. A suggestion I have for the creator of the simulation would be maybe to make the issue a bit more specific because I thought it was a bit overwhelming at first but it turned out to be a good experience in the end