If Coca-Cola Company is the counter-example of crisis management, the Johnson

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If Coca-Cola Company is the counter-example of crisis management, the Johnson & Johnson is a positive example of crisis management. Some people y2 think that does not seem to be better than Coca-Cola Company's approach, but if you look at Johnson & Johnson in this case, might not make such judgments. Indeed, the crisis occurred, Johnson & Johnson is much more profound than the Coca-Cola Company. October 1982, seven people in the Chicago area died from cyanide poisoning. And the deaths are related to Johnson & Johnson's production y2 and sales company McNair potent Tylenol capsules related. After hearing the news, Johnson & Johnson, was very rapid, immediate recall of more than 31 million packages of Tylenol capsules in the country, the cost of over 125 million y2 U.S. dollars. Although there is no evidence that this problem is beyond the outside of Chicago, but Johnson believes safety is the most important, and I hope that people will not make the company's commitment to the interests of customers first principle have any doubts. Moreover, Johnson & Johnson and actively cooperate y2 with law enforcement officials investigating the incident. Investigation confirmed that the product in question is produced in other factories, concluded that the destruction y2 by external rather than internal production Johnson caused. For consumers, the rapid recall of the product is an impressive commitment. Johnson's move to allow consumers stunned, and to the shareholders benefit. In just one month, Johnson & Johnson announced that Tylenol return to the market, the use of new anti-jamming packaging. With advertising, promotions and other wise, gained more share than ever before on the internal market Tylenol analgesic year. Why Johnson & Johnson can do this? View the interests of its commitment to customer history, dating back to the 1930s. Then a man named Robert Wood Johnson who would persuade other business leaders, and only consider the interests of customers first and then consider the interests of shareholders y2 in order to best serve the interests of business services. By the early 1940s, this view has become the Johnson & Johnson credo: "We believe that their primary responsibility is to provide services for doctors, nurses, patients, mothers, fathers, and all other use of our products and services in order to meet people. their needs, we have done any one thing must ensure high quality "credo, after talking y2 about the responsibility of employees and communities, but also summed up the responsibility to shareholders:." Our final responsibility is to shareholders of the business must be a reliable profit ...... When we act in accordance with these principles, the stockholders should realize a good return. "multiple errors specialized y2 management professor Robert Mittelstaedt noted that, over the years, y2 Many companies also stressed the principle of customer first, claiming to act according to this creed, but almost no company would like Johnson & Johnson as Tylenol incident in practice promises. Johnson probably will not think in advance of its products go wrong, however, once the crisis, and they act in accordance with the principles of the company's fundamental tenets. Compared with the Coca-Cola y2 Company, Johnson & Johnson quickly broke the chain of errors caused by others, even many years later people are still able to get a good impression from the year's operations. If not, that's the case, the outcome is the second of the Coca-Cola Company. Johnson & Johnson, Coca-Cola's practices can become almost a mirror of the crisis. According to Professor Mittelstaedt is summarized, this mirror is: 1, believe and value information. Johnson & Johnson Tylenol incident certainly do not want to be seen, however, in the event very seriously and cooperate with the investigating authorities. 2, customer-centric. Now recall, a good demonstration of the customer first creed. 3, to accept customers that led to the perception problem is Tylenol, rather than claiming that its product can not be caused. 4, the corporate culture of the principles and norms of Johnson & Johnson makes easy to make the right decision. 5, the communication as a tool. Means of support for the news media and the government, with the fastest y2 speed to tell the public are not to use this product y2 in any case, a strong focus on objectivity and the focus of things. 6, and soon on a permanent fix problems and ambitious re-enter the market. Moreover, Johnson & Johnson Tylenol incident not only take advantage of the opportunity for customers to make compensation, and use it as a catalyst to enhance the safety of packaging. y2 Indirect impact of this event, y2 as well as Johnson & Johnson y2 decided to use jamming packaging, but also beneficial to society as a whole. Johnson & Johnson's response to changes in the attitude of business as well as social security package and protect customers from harm aspects. A responsible company should be like Johnson did, never forget its responsibility to customers, so it can respond to sudden crises. Related links: Coca-Cola in the 1999 Code: Please enter the verification code after clicking listen verification code