Johnson & JohnsonÆs position in the Tylenol case study is one that has occurred frequently to others in recent news. Cases of wrongdoing on the part of various big corporations or prominent individuals seem to be at an all-time high. However, in most cases, the wrongdoers fail to address their wrongdoing with the commitment and integrity that Johnson & Johnson did. Instead, they attempt to justify their behavior on some grounds that sound plausible. What is striking is that Johnson & Johnson did not even engage in any wrongdoing. In fact, the tragic poisonings were not due to any neglect, oversight, or any form of misappropriation on their part at all; they were guiltless. Yet they assumed full responsibility for the poisonings and took the financial hit squarely in the jaw, withdrawing their product from the shelves of all stores nationwide more than once at their own expense. It was the right thing to do, and the public responded by renewing their trust in Johnson & Johnson.
There were two publics involved in the Tylenol episode, and Johnson & Johnson handled them both superbly. The internal publicùemployees and executives within Johnson & Johnsonùwere reminded of the companyÆs credo, reflecting its extensive commitment to their well-being as employees. The external publicùconsumers, the government, other drug manufacturers, and anyone else who heard about the situationùalso got to see the credo, which detailed the companyÆs commitment to them as their first priority. This credo, which unequivocally and unabashedly expresses Johnson & JohnsonÆs caring for all the people affected by the company, was a significant factor in reinstating everyoneÆs trust. However, by itself, it would probably just have been regarded as nice words. The company put its money where its mouth was and leveled with everyone concerning the poisonings. It withdrew its product at huge company expense and then spent additional huge amoun...