Tylenol

                In line with our conversation about servant leadership and leading with integrity, the Tylenol Tragedies story showcased character-based leadership in action. While there were sections of the story that portrayed these leaders (Jim Burke included) as pragmatic damage control analysts, reading the story through revealed Johnson & Johnson’s true colors: what their business credo preached was genuine. The awareness these leaders displayed, the attention they paid to the safety of the public, and the actions they took set the bar of corporate responsibility where it belongs: a case-study benchmark worthy of presidential admiration.

            While reading the story, it occurred to me that the actions these leaders took, especially those of Jim Burke, seemed quite natural, instinctive. Sure, they were measured, calculated even; but the extent of their determination to do the right thing, while navigating a near-death business crisis, revealed the depth of their commitment to their own philosophy—their own definition of what is right.

Because of their commitment to their clear and concise business credo, they found themselves thrust into the role of leading well beyond the concerns of their own corporate survival. Jim Burke and his executive committee played a primary leadership role in the consolidated effort to address this new danger threatening the public. At the risk of proven media ridicule, Burke took the initiative and partnered with news media to improve their response. They also found themselves leading the way with government agencies to address the immediate safety of the public and the long-term safety of the industry. What impressed me the most, however, was their decision to abandon the capsule approach to over-the-counter products entirely, risking their market share based on their concern for public safety.    

Comments

[James]

Hi David, it looks like J&J has yet another opportunity to demonstrate character based leadership in light of the excessive percentages of acetaminophen in infant Tylenol.

http://blogs.wsj.com/health/2010/05/19/some-infant-tylenol-recalled-by-jj-had-too-much-of-active-ingredient/

Their track record for placing public safety before profits shows true leadership. It's also the only way to operate a business successfully over the long term.