2.1.6 Who is in your "crisis alert contact list"? Customers?

I'd like to know what you are putting in your required "Contact list", and does it include customers?

2.1.6 Business Continuity Planning requires: "The preparation and maintenance of a current crisis alert contact list;"

I've got contacts listed for:

1. my own Crisis Management Team members
2. local responders (fire/police/911/etc.)
3. spill control responders
4. legal and professional consultants. 

My program has been around for a long time and was built around Health & Safety, and Environmental requirements, and I'm now adding Food Safety requirement for SQF compliance.  Just want to make sure I'm not missing anything.

What about contacting:

1. SQFI
2. My Certification Body (SAI Global)
3. Regulators (FDA) 

When would I be required to contact these guys?  I can see if there was a potential recall, but that's a different process.  If I have a business crisis (fire/explosion/flood) I won't be shipping so a recall situation is very unlikely.  Is there a need to include these groups?

What am I missing?  Anyone care to share their lists? 

What about customers?  I had a consultant say this list needs to include customer contacts.  Is that true?  I don't see this requirement in the standard or guidance docs.  We have contacts for all customer, but they are managed by Customer Service, and there are many contacts for each customer and they change all the time.  Putting this into a controlled document will be a nightmare and of little value as far as I can see.  We would contact customers if there was going to be a disruption of supply, but in an emergency personnel safety is #1, then the environment, the customer/quality.

Zac.

Have never included nor seen customers on a crisis contact list.

There is clear direction in the SQF Code on adding contacts for SQFI and your CB

For our clients on our retainer program we are listed as well.

I'd like to know what you are putting in your required "Contact list", and does it include customers?

 

2.1.6 Business Continuity Planning requires: "The preparation and maintenance of a current crisis alert contact list;"

 

I've got contacts listed for:

1. my own Crisis Management Team members
2. local responders (fire/police/911/etc.)
3. spill control responders
4. legal and professional consultants. 

 

My program has been around for a long time and was built around Health & Safety, and Environmental requirements, and I'm now adding Food Safety requirement for SQF compliance.  Just want to make sure I'm not missing anything.

 

What about contacting:

1. SQFI
2. My Certification Body (SAI Global)
3. Regulators (FDA) 

When would I be required to contact these guys?  I can see if there was a potential recall, but that's a different process.  If I have a business crisis (fire/explosion/flood) I won't be shipping so a recall situation is very unlikely.  Is there a need to include these groups?

 

What am I missing?  Anyone care to share their lists? 

 

What about customers?  I had a consultant say this list needs to include customer contacts.  Is that true?  I don't see this requirement in the standard or guidance docs.  We have contacts for all customer, but they are managed by Customer Service, and there are many contacts for each customer and they change all the time.  Putting this into a controlled document will be a nightmare and of little value as far as I can see.  We would contact customers if there was going to be a disruption of supply, but in an emergency personnel safety is #1, then the environment, the customer/quality.

Customers are not on our alert contact list, but our key sales people are.  

List should include agencies such as FDA, EPA, etc.  Also include the person who is responsible for talking with the media.  SQF requires that you contact them and your Certification Board for certain types of FDA recalls.

I'd add EHO / TS

Don't forget, CB has to be informed within 3 days of an incident

I do hold a list of key stakeholders which includes customers, and I try their numbers regular (ie out of hours!)

Caz x

Hi Caz,

we have

a) the primary list as you mentioned keeping actual by the secretary of the crisis management team

b) customer: sales has to collect and maintain all crisis manager contact data (not only the business contact data) actual

c) supplier: procurement has to do it for suppliers (raw materials and packaging)

d) database: we force our supplier to be a member of a german association tool - the crisis manager data base; and we ask our customers to be a member https://www.bll.de/k...RL=/bll.de/kmdb

This database has the charm that each company has to maintain updated once the contact data. But unfortunately you will never get all in a single tool.

All together gives us the feeling to be well prepared for crisis happend.

Rgds

moskito