Tylenol Company Case Study

1. If the survival of Johnson & Johnson were at stake, they should have still acted in the same way because losing a firm does not compare with losing lives. If they had acted any less, they would have lost an immense amount of customer loyalty and it would have been detrimental to the company. Customers would continue to be skeptical about Tylenol products and without their trust; Johnson & Johnson would have even bigger repercussions that could result in closing the firm. It’s not only wiser for them to have acted the same way in this scenario, but it’s also the right thing to do. It proves that they care about their customers and put them first. This scenario would have resulted in a much longer recovery with bumps along the way, but it would’ve been the ethical decision.

2. I agree with James E. Burke in that there was no other decision that could’ve been made. There was no other information or indication that this crisis was only targeted in this region. Consumers would not feel safe purchasing Tylenol products from anywhere knowing that bottles have been tampered with in another region. Burke was not willing to risk having customers die across the country because the only recalled the products in the Midwest. The only way that consumers would feel comfortable purchasing their products was if they pulled all …show more content…
Johnson & Johnson have quality standards and they knew the poisoned capsules did not come from their factories; rather the harm was done after the products were shipped. With that being said, it is still Tylenol’s name and packaging in the bottles so they are responsible to a certain extent. The relatives of those that died would have had a moral case because there should’ve been more precautionary steps to protect the consumers from something like this. Johnson & Johnson’s research and development team could’ve tried to avoid this crisis by coming up with a solution that could’ve prevented the individuals to not be able to put cyanide in the