Case Study – eBay

After suffering significant reputational impact, eBay Australia engaged De Wintern to implement its proprietary issues management process. This process was first developed by De Wintern founding partner to assist APRA manage issues that became apparent through it being a significant party through the HIH Royal Commission. We addressed the aftermath of the issue that was current whilst simultaneously auditing other current and potential issues. A crucial component of both phases of the project was a critical assessment of stakeholders and their attitudes.

De Wintern worked with eBay Australia to develop an issues management framework. This helped eBay manage the issues it was facing at the time of our engagement and those that were anticipated in the future. We undertook a comprehensive stakeholder analysis for eBay as part of the preparation for the framework. eBay is an organisation with large groups of influential stakeholders, and thorough analysis of these stakeholder groups highlighted ways to address their concerns for the final action of the project was a workshop for senior management to ensure they were familiar with the new processes and would effectively use it into the future.

eBay Australia and sister company PayPal mitigated the reputational impact and have installed a sophisticated management tool, allowing the management of issues to prevent crises.