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When doing a mock recall, do I really need to contact customers?


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Amy Thest

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Posted 23 July 2019 - 07:42 AM

Hi Everyone! 

 

When doing a mock recall, do I really need to contact customers and tell them we are doing a mock recall? Or just make sure that their contact details is up to date? 

 

 

Thanks,

Amy Thest



zanorias

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Posted 23 July 2019 - 08:16 AM

Hi Amy,

 

This question has been asked and discussed recently in below two threads:

 

https://www.ifsqn.co...tact +customers

 

https://www.ifsqn.co...ers#entry143112

 

If you have a read though the comments you may come to a conclusion yourself, though as you'll see there is a somewhat mixed opinion on whether you should or not.



LostMyMind

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Posted 23 July 2019 - 11:10 AM

We don't.  Just verify that we have accurate contact information.



Ryan H.

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Posted 23 July 2019 - 12:17 PM

Please do not contact your customers. It's a drill, calling them will cause unwanted confusion. You should go all the way to locating and documenting your customers contact information. Do not actually contact them. 


All the best, 

 

Ryan Heavner 


The Food Scientist

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Posted 23 July 2019 - 12:24 PM

No do NOT contact customers! Just write down on your mock recall form who your customers are without actually contacting them! You don't want to cause any unnecessary scare.


Everything in food is science. The only subjective part is when you eat it. - Alton Brown.


Timwoodbag

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Posted 23 July 2019 - 12:39 PM

My auditor does not want us to call customers, but he was disappointed there was no evidence of contacting SQFI and my CB, they will not be confused when you tell them it is a mock recall procedure.  



majoy

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Posted 23 July 2019 - 12:42 PM

I like to contact my customers and confirm their contact information. I send out an email with a subject that says "Customer contact list update - response required" - this way nobody will panic because they are not seeing the word "recall" on the headline.

 

In the email i usually explain that we are conducting a mock recall drill at the moment and i am tallying the response time. I never had an issue with my customers because for sure a lot of their suppliers are doing the same.


"Whatever you do, do it well..." - Walt Disney


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CMHeywood

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Posted 24 July 2019 - 04:54 PM

A mock recall assumes you can account for 100% of the material in question.

 

We call the customer pprior to the mock recall  and telling them we would like to conduct a mock recall soon.  When we do call them later, we identify which material is involved in the mock recall.  We ask them to determine how much of the material is still in their inventory and how much has been distributed to stores.

 

This allows us to determine if we can account for 100% of the material.  Depending on the nature of a real recall, this would determine if you need to contact the FDA.



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SQFconsultant

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Posted 24 July 2019 - 05:17 PM

My auditor does not want us to call customers, but he was disappointed there was no evidence of contacting SQFI and my CB, they will not be confused when you tell them it is a mock recall procedure.


Kind regards,
Glenn Oster
 
Glenn Oster Consulting | SQF System Development, Implementation & Certification Consultants
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SQFconsultant

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Posted 24 July 2019 - 05:19 PM

An Auditor DOES NOT instruct you how to run a mock recall. That is not the auditors job. I hate oversteppers!

Mock is a mock - it's pretend, there is no contact.


Kind regards,
Glenn Oster
 
Glenn Oster Consulting | SQF System Development, Implementation & Certification Consultants
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Marshenko

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Posted 24 July 2019 - 05:23 PM

An Auditor DOES NOT instruct you how to run a mock recall. That is not the auditors job. I hate oversteppers!

Mock is a mock - it's pretend, there is no contact.

 

Agreed.  I can't think of a reason to contact SQFI and the CB - as long as their emails and/or primary contact numbers are in your recall program.



Timwoodbag

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Posted 25 July 2019 - 01:41 PM

An Auditor DOES NOT instruct you how to run a mock recall. That is not the auditors job. I hate oversteppers!

Mock is a mock - it's pretend, there is no contact.

 

 

Overstepper is a very kind way to put it!  






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