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Essay / Research Paper Abstract
This 4 page paper considers how two companies, Johnson & Johnson and Toyota handled crises and the ethical challenges presented. Bibliography lists 3 sources.
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4 pages (~225 words per page)
File: KV32_HVtoyjnj.rtf
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how they handled these difficulties. Discussion Because its so much in the news, well first look at Toyota. Then, because it is a textbook case of how to handle crises,
well use the Johnson & Johnson experience with what has come to be called "The Tylenol crisis." Well begin with a look at Johnson & Johnson. On September 29, 1982,
and for a few horrific days thereafter, seven people in and around Chicago died because they swallowed Extra-Strength Tylenol that had been injected with cyanide (Rehak, 2002). Anyone who used
Tylenol was in danger, but the company could never have predicted that anyone would contaminate its products in this way. In effect, it had no control over what had happened
and it could have done nothing. Its ethical dilemma was whether or not to accept responsibility anyway and try to rectify the situation, or distance itself from the murders. While
its true that Johnson & Johnson could not have done anything to predict or forestall the crimes, and because their packages were reasonably secure, they could have issues a statement
that they were sorry about what had happened and then just gone about their business. They chose not to handle it in this way. Instead, they put consumers ahead of
profits (Rehak, 2002). First, they stepped up and took responsibility, then they pulled all the Tylenol off the shelves, some 31 millions bottles, a move that cost millions (Rehak, 2002).
Then they offered replacement product "in the safer tablet form free of charge" (Rehak, 2002). Johnson & Johnsons chairman, James Burke, called a press conference six weeks after the
murders and laid out a timeline of what the company had done and what it was continuing to do in order to safeguard its consumers (Rehak, 2002). This included redesigning
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