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Case Questions:
1. As a business, what is the accountability of Johnson & Johnson to its customers?
- They are accountable to make sure that the customers are still as happy with the product or service
that they availed from the company. They need to care for the customers and respond to a
customer's request for information or help.
2. When the tragedy happened, what is the responsibility of Johnson & Johnson to the victims?
- To give proper compensation, an apology and then recall all of the products (Tylenol) to ensure
that no other person will fall victim to the tampered products and face the same fate as those who
were unfortunate before them.
3. After the tragedy, what changes were done by Johnson & Johnson to its Tylenol brand to prevent the
same incident to happen? Do you think Johnson & Johnson actions are correct?
- They have developed new product protection methods and pledges to do better in protecting their
customers in the future. They introduced new tamper-proof packaging with foil seals and other
obvious features that make it obvious if the product has been opened and tampered with. They
also made a new version of their medicine that is harder to open and tamper than the previous
ones. Yes, I think that their actions are correct because it is their responsibility to ensure that their
customers are well taken care of and get the product or service that they deserve without any fear
of harm.