Johnson & Johnson : a case study of tylenol recalls.

• Main Authors: Tan, Poh Jee., Koh, Yu Chen., Yonathan, William Arthur.
• Other Authors: Wan Chew Yoong
• Format: Final Year Project
• Language: English
• Published: 2010
• Subjects: DRNTU::Business::Management::Crisis management
• Online Access: http://hdl.handle.net/10356/38746
• Institution: Nanyang Technological University

The management of the 1982 and 1986 Tylenol crises faced by Johnson and Johnson (J&J) is a popular role model used widely by managers today in handling crisis management. Recently in 2010, J&J faced another crisis with its Tylenol brand due to product contamination. This paper attempts to provide an exploratory discussion by examining how the responses in managing stakeholders‟ concerns have led to the success in both 1982 and 1986. In addition, the responses taken in 2010 are compared with the earlier cases and analyzed on the effectiveness in meeting stakeholders‟ needs. A framework developed to show the interactions between various stakeholders to evaluate the relationship between the stakeholders and company in crisis is used to support the discussion.