Jump to content

  • Quick Navigation
Photo

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

Share this

  • You cannot start a new topic
  • Please log in to reply
11 replies to this topic

Amy Thest

    Grade - Active

  • IFSQN Active
  • 14 posts
  • 1 thanks
1
Neutral

  • Philippines
    Philippines

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

    Grade - PIFSQN

  • IFSQN Principal
  • 811 posts
  • 245 thanks
167
Excellent

  • Wales
    Wales
  • Gender:Male
  • Location:UK
  • Interests:Motorcycling, Food Safety, Science, Paddleboarding, Space

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

    Grade - MIFSQN

  • IFSQN Member
  • 91 posts
  • 60 thanks
29
Excellent

  • United States
    United States
  • Gender:Male

Posted 23 July 2019 - 11:10 AM

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



Ryan H.

    Grade - MIFSQN

  • IFSQN Member
  • 166 posts
  • 56 thanks
39
Excellent

  • United States
    United States
  • Gender:Male
  • Interests:Sports, traveling

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

    Grade - FIFSQN

  • IFSQN Fellow
  • 1,057 posts
  • 268 thanks
208
Excellent

  • United States
    United States
  • Gender:Female
  • Interests:Food Science, Nature, SQF, Learning, Trying out new foods, Sarcasm.

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

    Grade - MIFSQN

  • IFSQN Member
  • 210 posts
  • 68 thanks
33
Excellent

  • United States
    United States
  • Gender:Male

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

    Grade - MIFSQN

  • IFSQN Member
  • 243 posts
  • 92 thanks
63
Excellent

  • Canada
    Canada
  • Gender:Female

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


Thanked by 2 Members:

CMHeywood

    Grade - SIFSQN

  • IFSQN Senior
  • 457 posts
  • 119 thanks
42
Excellent

  • United States
    United States
  • Gender:Male
  • Location:Neenah, Wisconsin

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.



Thanked by 1 Member:

SQFconsultant

    SQFconsultant

  • IFSQN Fellow
  • 4,632 posts
  • 1135 thanks
1,126
Excellent

  • United States
    United States
  • Gender:Male
  • Interests:Just when I thought I was out - They pulled me back in!!!

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.


All the Best,

 

All Rights Reserved,

Without Prejudice,

Glenn Oster.

Glenn Oster Consulting, LLC -

SQF System Development | Internal Auditor Training | eConsultant

Martha's Vineyard Island, MA - Restored Republic

http://www.GCEMVI.XYZ

http://www.GlennOster.com

 


SQFconsultant

    SQFconsultant

  • IFSQN Fellow
  • 4,632 posts
  • 1135 thanks
1,126
Excellent

  • United States
    United States
  • Gender:Male
  • Interests:Just when I thought I was out - They pulled me back in!!!

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.


All the Best,

 

All Rights Reserved,

Without Prejudice,

Glenn Oster.

Glenn Oster Consulting, LLC -

SQF System Development | Internal Auditor Training | eConsultant

Martha's Vineyard Island, MA - Restored Republic

http://www.GCEMVI.XYZ

http://www.GlennOster.com

 


Marshenko

    Grade - SIFSQN

  • IFSQN Senior
  • 284 posts
  • 107 thanks
46
Excellent

  • United States
    United States
  • Gender:Male

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

    Grade - MIFSQN

  • IFSQN Member
  • 210 posts
  • 68 thanks
33
Excellent

  • United States
    United States
  • Gender:Male

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!  





Share this

0 user(s) are reading this topic

0 members, 0 guests, 0 anonymous users