Crisis Management at Bausch & Lomb (B): The 'ReNu with Moistureloc' Debacle
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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.
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Collateral Damage! Contd...
The CDC and FDA conducted investigations at the company's facility at Greenville, South Carolina, USA, to find out whether there was a link between MoistureLoc and the infection. Though the investigations failed to reveal any connection between the brand and the infection, the criticism of B&L from crisis management experts and consumers became more strident and B&L finally decided to recall MoistureLoc globally on May 15, 2006. B&L proposed that MoistureLoc, under certain unusual conditions, could actually be shielding the fungus rather than destroying it.
This led to more criticism of B&L as many felt that the company had not paid heed to earlier reports of potential health hazards of its multipurpose solutions including MoistureLoc. It was also criticized for not owning up to the defect in its products and for trying to shift the cause of the infections to the lens care practices of consumers. But B&L contended that the CDC report had only vindicated its decision to recall the product and reiterated that MultiPlus was an effective alternative...
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