Everyday, business emergencies, crises, and disasters suddenly liberate organizations from the restraints of the institutionalized barriers to performance improvement. These events evoke powerful and dramatic responses that cannot be matched by any of the structured programs and technologies a company may currently use. They can be large or small.
Here’s an example:
When adulterated Tylenol capsules caused the deaths of seven people in September 1982, Johnson & Johnson organized a crash program to protect the public as well as to salvage its #1 brand product. One of the most critical tasks was to design a sealed package. Within seven weeks, a team of engineers and designers had developed and tested a triple-sealed package, redesigned production processes and equipment, developed new package graphics, and moved into full-scale production. Completing this series of complex tasks under normal circumstances would have taken well over one year, nearly two years. (more…)
