Introduction:

Johnson & Johnson is a multinational corporation that manufactures and markets medications
and other medical products in over 100 countries. The table below illustrates the major product
categories sold as well as Johnson & Johnson's % sales level. Johnson & Johnson began in the
pharmaceutical industry. Finally, in Chicago, a terrible case occurred.

There was a death in the Chicago region, which prompted Johnson & Johnson to launch a series
of crisis management initiatives. The Tylenol container contained cyanide, according to the
death case. Cyanide is a chemical that is used in companies to evaluate raw materials. If
consumed by humans, it will result in death. Due to a mistake, the corporation initially rejected
this discovery, but the next day it was released immediately to the media. The current
hypothesis is that a gang of persons purchased big quantities of Tylenol, then added cyanide to
it and resold it on the market. By late afternoon, the business had concluded that cyanide had
not been used at the Fort Washington, Pennsylvania, plant, but it did not want to take any
chances and opted to recall all 93,000 bottles from the batch that had been contaminated with
the poison. Tylenol's promotional operations were halted. The Johnson & Johnson case differs
from others in that the infractions occurred after the product had left the factory. However,
because Tylenol is a Johnson & Johnson product, the company is caught between legal, moral,
or both obligations with the drug bearing its name costing human lives and financial losses if
Johnson & Johnson took action to save human lives by withdrawing tens of millions of Tylenol
capsule bottles from circulation.

Issues become more popular as the media constantly reports on them, as do other exchanges
on social media and networks. The public begins to fracture into two groups: those who agree
and those who disagree. At this point, the mass media suffices. Pay attention to Johnson &
Johnson, but instead of condemning the firm, express gratitude to it. Johnson & Johnson may
turn this situation into an opportunity rather than a stage for its reputation to sink.

The Tylenol case occurred in September 1982 in the Chicago area, and the victim died as a
result of taking Tylenol. Tylenol contains cyanide poison, which causes individuals to die
instantaneously if they take it. Tylenol is a division of the Johnson & Johnson firm, which is
involved in the pharmaceutical industry. Tylenol had an amazing market share of 35% in the
pain relief analgesic medicine industry, which equated to 7% of Johnson & Johnson's total
group sales and around 15 to 20% of the company's profits.

Initially, three people died as a result of cyanide poisoning. As word spread, up to 250 deaths
and illnesses in various parts of the United States were suspected to be part of a pattern of
spread. Despite the fact that the actual statement from the media is over 2500. Currently, the
number of deaths and illnesses in America has reached 250, but the media reports that more
than 2500 people have died. Only 75 Tylenol products were found to contain cyanide after
extensive testing. Seven people died as the final victims. Johnson & Johnson subsequently
recalled all Tylenol products sold in the United States. According to reports, the company spent
half a million dollars warning doctors, hospitals, and suppliers about potential hazards.
According to the journal, Wall has completely lost his public reputation.

After five months of disaster, Johnson & Johnson was able to restore its image and reputation
by roughly 70%.

Tylenol, one of Johson & Johson's products, was contaminated with cyanide poison and killed
seven people in Chicago. The consumer's death was highlighted by the media and the general
public in the United States, and it was followed by various reports and reports about 250
deaths and illnesses as a result of consuming Tylenol capsules. When there is a mismatch
between public expectations and organizational activities, problems arise. The activities of the
organization, or in this case, the company Johson & Johson, are expected to provide healing
benefits to the public. However, the drugs manufactured by Johson & Johson killed people in
Chicago. There was an issue that Tylenol was contaminated with cyanide poison, which could
kill people who consumed it. So it can be concluded that the Johnson & Johnson case was
caused by rumors about the presence of cyanide poison in Tylenol capsules, which resulted in
the deaths of several people in Chicago.
As a result of this issue, the company received extensive negative media coverage, causing
widespread panic. In this situation, the company is said to be in a crisis. Initially, this crisis
appeared to be the result of product tampering, but further investigation revealed that it was
the result of malevolence, namely an incident in which a person or group of people had the
desire to bring down and endanger the company.

The Johnson & Johnson company suffered greatly as a result of this case. Why is this the case?
Because of this case, the company's name and image have suffered greatly in the eyes of the
global community. As a result, the company went through a severe crisis. The Johnson &
Johnson crisis was a malevolent crisis because it was caused by human activity, which, whether
accidentally or intentionally, had introduced cyanide poison during the Tylenol drug production
process, resulting in a very fatal impact, namely the death of 7 residents in Chicago, which was
followed by 250 deaths and illnesses caused by taking Tylenol. This crisis jeopardized the
company's reputation as well as its financial viability; the company suffered losses in the
millions of dollars. Furthermore, as a result of this case, Johnson & Johnson recalled all Tylenol
products, pulled them from the market, and changed the packaging and name. The Johnson &
Johnson company tested eight million tablets and discovered that only 75 were contaminated.

Finally, the company rose to its feet and boldly relaunched the Tylenol product with new
packaging. Even at the height of the post-crisis period, Johnson & Johnson received the Public
Relations Society of America's Silver Anvil Award for crisis management. So that the company
can finally regain the public's trust. In practice, the recall affected 32 million bottles of Tylenol
capsules from across the United States. The recall was also promoted through advertisements
in which the capsules were exchanged for new Tylenol tablets. Thousands of offer letters were
sent to drug sellers, with the same statements broadcast on television. To summarize, the
Tylenol case has had a significant impact on the company name and image that Johnson &
Johnson has built.

The Tylenol case is one that can be handled successfully. All crises can be handled effectively
with good crisis management. Johnson & Johnson's action is correct because it prioritizes public
interest over the need to maintain reputation. This can be used as a model for other companies
dealing with a similar crisis.