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Sweet wrapper in product tray - how to respond to the complaint?

wrapper foreign body complaint response

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#1 AirstreamBee

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Posted 28 December 2013 - 08:45 PM

Hi everybody

 

Hope you've had a good Christmas. Thought the Friday (that very much felt like a Monday) back at work will be an easy one but... no. Got a complaint from one of our customers that found the sweet wrapper in one of our product trays. 

We are a slaughterhouse with a basic associated butchery operation. We ship either primals (in carboard boxes) or smaller pieces (in lined, covered trays). The infamous wrapper was found in one of the lined trays. I asked the production supervisor to look into the matter (will anyone admit to eating a candy on Xmas Eve?) but I am a bit lost as to what corrective action is expected under the circumstances: a refresher on company policy regarding food in the changing area, increased staff lockers inspections. Could be useful to add that this is the first time I've got a foreign body complaint in the area.

 

Any thoughts on what I should be writing to the customer and doing with my staff?

 

Thanks everybody and have a great New Year!



#2 Simon

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Posted 29 December 2013 - 05:42 PM

Hello and happy xmas.

 

If you have a no eating policy in place then it has failed and you need identify the root cause.  If you can trace it to one person, great, but it is likely that the issue is wider and the corrective action should also be wider.  Corrective action should include refresher training and improved supervision and monitoring.  Just tell the customer that you have reviewed your policy and will be doing x, y and z and apologise profusely.


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#3 AirstreamBee

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Posted 29 December 2013 - 06:30 PM

Thanks, Simon.







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