Johnson And Johnson's 1982 Tylenol Recall: A Case Study

How the eight steps could have helped the companies in crisis. For the sake of brevity the author has chosen a few elements from each of the case studies, which reflect each of the steps within the eight step model. The Johnson & Johnson’s 1982 Tylenol recall is one of the most tremendous examples of effective crisis commutation and planning within the contemporary literature (Argenti, 2013). Johnson & Johnson’s swift, effective, morally conscious, and values driven response to the 1982 Tylenol poisoning crisis demonstrated the company’s successful implementation of the eight step model’s fourth step - fast and frequent communication. For example, at the start of the crisis Johnson & Johnson communicated and acted quickly to swiftly initiate the recall - thus, saving innumerable lives (Argenti, 2013). During the crisis Johnson & Johnson communicated their corporate values, reinforcing customer safety and health to all of their constituents; while opening …show more content…
Unlike McDonald’s, Cadbury quickly stabilized of their crisis situation by taking responsibility for their product’s safety. The company also stabilized the initial crisis by reassuring the publics’ concerns through open communicating and a strong advertising campaign focusing on Cadbury 's product safety (Telang & Deshpande, 2016). To reassure further customers, Cadbury change the design of the milk chocolate packaging and created Vishwas, an educational program which trained 190,000 retailers about product safety and cleanliness (Telang & Deshpande, 2016). Cadbury’s swift return to its pre-crisis sales figures confirmed that the company successfully handled the opening stage of the crisis - thus, stabilizing the situation while reassuring customers of the company’s commitment to safety (Argenti, 2013; Telang & Deshpande,