10 key elements.png 677.31KB
6 downloadsHi John,
First of all congratulations on integrating your product recall and crisis management program. So many companies have a completely separate process involving two separate teams - generally the quality team managing the recall process until things start escalating into a brand crisis when the focus turns from the technical side to managing communications which often leads to PR bumph with no substance. In order to manage incidents and recalls effectively, the technical side has to be integrated with the management of the concerns and expectations of key stakeholders including consumers.
I help companies develop a 10 step process to an integrated incident, product recall and crisis prevention program and I have attached an infographic that shows those 10 steps that you might find useful. Although it has a strong recall focus, this can be used to manage any type of incident by adding incident specific details to some of the steps.