Lessons from the Post Office and Johnson & Johnson crises

The podcast discusses two crisis situations: the flawed Horizon IT system implemented by the Post Office, which resulted in accusations of theft and fraud against sub-postmasters, and the 1982 Tylenol crisis faced by Johnson & Johnson. In both cases, there are important lessons to be learned. The first lesson is the need for swift and decisive action when things go wrong. Johnson & Johnson quickly recalled 31 million bottles of Tylenol capsules, prioritizing consumer safety over financial considerations. The second lesson is the importance of transparent communication. Johnson & Johnson provided regular updates and held daily press conferences to keep the public informed. The company also collaborated with others, shared information, and worked closely with authorities and law enforcement agencies. Furthermore, Johnson & Johnson redesigned their packaging to prioritize consumer safety, invested in rebuilding trust through advertising and PR campaigns, and collaborated with the medical community to address concerns and provide accurate information. Lastly, the company learned from the crisis and established best practices for handling crises in the future.