Question

How should Johnson & Johnson have handled the quality problems? Does it matter whether there is a health risk? What does “Our Credo” require?

Answer 1

The Maharashtra drug regulator in India cancelled the license of Johnsons and Johnsons after the tests and inspection revealed that the baby talcum powder was sterilized using ethylene oxide that causes cancer. Though, Johnsons and Johnsons got back the license after a court appeal, the quality issues have become a major problem for the brand. The brand crisis have occurred in the past as well. Hence, Johnsons has resorted to newspaper messages, Facebook and Twitter messages as a rebuttal to the quality issues. The quality issue and the brand crisis was handled late as it was another market and they did not realize that a faulty baby product is a major concern for all the mothers wherever they are in the world. Though the brand company is talking to the moms online and offline and taking them tour of the manufacturing plant, the company need to take continuous and more convincing efforts to rebuild the image of the company. The company should take steps to educate the parents as well as other stakeholders on how the product is manufactured and how safe is the product for the babies. This is a major step towards rebuilding the reputation of the company.

Absolutely, health risk is a serious concern. In all the steps that the company takes, health risk should be their primary concern. In the quality issue mentioned above, none of the parents would buy a product that poses serious health concerns to their babies. Hence, the company should ensure quality controls at all levels and then educate the consumers that they are delivering value to consumers and stakeholders through high quality products.

Johnson’s current “Our Credo” is that they believe in their responsibility in delivery high quality products to patients, doctors, nurses, fathers, mothers and whoever uses the products. Now, after the quality issues have occurred, “Our Credo” should focus on quality first and then state that their prime focus is to meet the needs and wants of the consumers.