Media pundits, such as The Financial Times' Stefan Stern [http://www.ft.com/cms/s/0/dacea86c-50c9-11df-bc86-00144feab49a,dwp_uuid=3fa835a8-50c2-11df-bc86-00144feab49a.html], are quick to draw an analogy between the 1982 and 2010 Tylenol crises: same company, same brand, same trust perception. Right? Wrong!
The 1982 Tylenol crisis featured a sinister external plot to contaminate products on retail shelves to harm or kill consumers. It was a criminal act by an individual external to the manufacturer at a time when the product was well beyond the control of the manufacturer. The modus was the intentional tampering with product in free sale by injecting them with lethal cyanide.The 2010 Tylenol crisis features the systemic failure and partial collapse of overarching quality systems within J&J, the product manufacturer.
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