Tylenol

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Everyone knows the highly talked about family name brand, “Johnson & Johnson”. J&J has been thriving since the 1980’s, having 165 companies in 53 countries, and providing house hold products such as medicine, baby products, surgical instruments, bathroom supplies, and more. It all started on September 30th in New Brunswick, NJ, when headquarters received a call from a Chicago Sun-Times reporter asking for background information on the companies Tylenol product. As the reporter continues to speak to the staff member, they inform them that there have been multiple deaths from using the companies Extra Strength Tylenol. At this time The CEO James Burke, head of Public Relations Lawrence Foster, President and Chairman of J&J committee David Clare, …show more content…
Their concern was to form a strategic plan, preform a deep investigation, warn the public, regain and reassure their consumers trust. As the news began to spread through the media, many people where afraid and unsure to use the company’s products, even consumers not located in the Chicago area were reluctant and afraid to use Tylenol and many other medications. Chairman David Collins, creates a seven-member crisis team to find out the cause of death, sickness, and how to heal the company due to their crisis situation. CEO James Burke, advises the team to recall all Tylenol capsules from the Chicago area, with detailed testing they found the cause of death is resulted by Cyanide laced in the capsules. The company worked long and hard to determine the cause of the contamination, and with hard work paying off, they determined that the cause was due to someone outside of the company lacing the the drug. This was a big relief to the company knowing that their product wasn’t purposely killing their …show more content…
In this case. CEO James Burke gives the approval to recall Tylenol products, costing the company millions. However, the company rather lose millions then lose their customers. Once the products were recalled, they reassured their valued customers with the new development of a tamperproof packaging seal that makes it hard to open, keeping any contaminations or altering out the packaging. Lastly, the Marra and the Excellence Theory is used in the particular case, on page 24 it states, “An Organization having strong and well-developed relationships with key publics prior to crisis will suffer less financial or perceptional damage than an organization with weak development relationships” (Fearn-Banks, Kathleen
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