7 replies to this topic

[Simon]

In the event of an incident that poses a risk to consumer safety response time is critical for ensuring affected product is withdrawn efficiently and effectively from the supply chain. It is essential then that product recall systems are intelligent, slick, and quick. But how quick is quick? An hour? A day? Next week? As Soon As Possible (ASAP)? Or judging by the previous complaint case studies we've discussed on these forums, maybe never!

What do you think?

Regards,
Simon

[Charles Chew]

Or judging by the previous complaint case studies we’ve discussed on these forums, maybe never!

Simon,
Its good that we re-visit this issue once again and it is obviously an important issue in any food safety systems and more so in the future - trust me on this one. I guess the response time to pursuing a product recall depends much on the commitment of the management and HACCP Team towards its food safety program as well as the company's values on its corporate and product image really........and other desirable factors.

As a consultant responsible for a supplier assurance program (SAP), we had recently received three customer complaints within a month (thanks to an on-going customer care program). Proudly, all three complaints were responded and resolved within 1 to 2 days with full risk root cause analysis report.

With regards to the ideal response time for a product recall (assuming risk assesment had been done and all pointing to an imminent product recall), again, it depends on the nature of trade and corporate values..........people and what not.

From front to end, base on our previous experience under the SAP for a trade recall that happened last year, it took us one and a half days to response and 1 week to complete a nation wide recall.

Efficiency of response depends largely on effective communication path under the overall P. Recall Procedure Program from product risk identification through to risk assessment and to root casue analysis.

I know we both had pretty bad experiences on this issue but there are some serious players out there that would view a complaint or response to a potential P. Recall seriously.

Charles Chew

[Charles Chew]

Simon,

What constitutes a good recall system? The desire for commitment is there but often many fail to recognise the need of a sound, co-ordinated and well integrated recovery procedure within the system. Mind you, this is where the lovely looking secretary to the Senior Sales Manager comes into the picture. Not for a catwalk...you silly bugger .............to help coordinate stock recovery and sending out notices.

Methodically, what really should we do for a starter? I reckon "Notices of Stock Recovery" be sent out by emails or faxes at the earliest possible followed by physical stock recovery and recorded in the "Stock Reconciliation/Recovery Register". Of course a post recall report is expected for the boss to know the damages.

Anyone with product recall experiences like to share their views with us

Charles Chew

[Simon]

Most food business's have a customer complaint system and they also have a product recall system and I think maybe it's the link (or not) between the two where the problem possible lies.

We all deal with general run-of-the-mill customer complaints every day so the questions is, in amongst the normal how does the serious complaint expedite through the automated emails and front line customer service clerks and get the red lights flashing.

Regards,
Simon

[Charles Chew]

how does the serious complaint expedite through the automated emails and front line customer service clerks and get the red lights flashing.

Really all complaints should be routed to a designated person(s) whether it is serious or not it is the job of the person concerned trained to do the risk assessments.

Issues not important to one may be important to another customer example - quality issues weighed out as a major negative impact on a brand is an important issue ....but on the other hand, a food safety issue is a serious matter but needs to be weighed out whether a recall is necessary as a voluntary recall is also a serious issue, financially.

Therefore, I would tend to imply that the policy and scope of the specific pre-requisite would determine how one should handle such a matter. Its individual company's policy that drives it.

CharlesCHew

[Simon]

Really all complaints should be routed to a designated person(s) whether it is serious or not it is the job of the person concerned trained to do the risk assessments.

<{POST_SNAPBACK}>

I agree. However, in my experience of retailer ‘customer care' call centres, the complaint recipient although possessing a lovely telephone manner does not have technical understanding of the food product or food safety, let alone the ability to carry out the risk assessment you talk about.

Regards,
Simon

[Charles Chew]

the complaint recipient although possessing a lovely telephone manner does not have technical understanding

Sadly, thats the bloody truth. I know, its like hitting a lottery when you get your complaint handled the right way and with a timely reply.

Charles Chew

[Charles Chew]

Taking the cue from SaferPak on this topic, I have sent a reminder to Kraft about how long it is taking them to reponse to my complaint since the sample of the "affected product" was taken from me at least 3 weeks ago \

Not impressed at all.
Charles Chew