The Value of Human-centered Leadership During Crisis

In 1977, I embarked on a transformative journey with Johnson & Johnson, joining as a Division Manager for Wound Management Products. My role focused not only on leading product and sales strategies but also on embodying the principles of human-centered leadership—an approach that was soon put to a critical test.

In 1982, Johnson & Johnson faced an unprecedented crisis when the Tylenol product was linked to several tragic deaths due to tampering. Under the leadership of then-CEO Jim Burke, the company made a bold and ethical decision: Despite Tylenol being a highly profitable product, it was immediately pulled from the market to ensure customer safety. This decision was a direct reflection of the company’s Credo, which emphasizes the responsibilities to the users of our products and the communities we serve. At the time, the Credo stated:

"We believe our first responsibility is to the doctors, nurses, and patients, to mothers and fathers and all others who use our products and services."

This human-centered leadership action, guided by our Credo, not only protected the public but also set a new standard in corporate responsibility. The decision to recall Tylenol was followed by introducing innovative tamper-proof packaging, marking the debut of the safety cap—a pioneering advancement in consumer safety.

The aftermath of the crisis showcased the strength of human-centered leadership. Tylenol not only regained its market share but also expanded it. This resurgence was a testament to the trust and loyalty we rebuilt with our customers, proving that ethical leadership and adherence to core values are pivotal in long-term business success.

As I continued my journey at Johnson & Johnson for over 13 years, these experiences underscored the importance of leadership, prioritizing human values above all. The lessons from the Tylenol crisis continue to influence how we design human-leadership workshops to create human-centered cultures and best-in-market performance and how we apply these principles in human-centered care and health equity, ensuring that human-centered organizations remain committed to the health and safety of racial and culturally diverse communities.

By embracing human-centered leadership, companies like Johnson & Johnson demonstrate how businesses can lead with heart and responsibility, turning challenges into opportunities to reaffirm their commitment to the people they serve.