A Matter of Trust: Johnson & Johnson Product Recalls
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This case study was compiled from published sources, and is intended to be used as a basis for class discussion. It is not intended to illustrate either effective or ineffective handling of a management situation. Nor is it a primary information source.
J&J Crisis (2010): Crisis in Brand Crisis Management
The troubled waters at J&J had started to become evident much in 2008 when J&J the company found that some batches of its painkiller Motrin were not dissolving in water as they were supposed to. The company halted distribution of Motrin and told the FDA that it would conduct random checks of retailers’ shelves to confirm if the problem required a product recall...
A Matter of Trust
Pharmaceutical companies' superior quality which brings the life critical customer confidence to products has been their major success factor. It was on this major count that J&J was alleged to have failed. For the many customers who had been paying premium prices for J&J products throughout their lives and had depended on this long trusted brand to deliver health products and medicines they could use with complete confidence, it meant a loss of confidence in the company...
Exhibit I: Important Events in the History of J&J
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