6 replies to this topic

[Hershko]

Hi,

 

We are an SQF certified facility. This year for the first time we have the Costco addendum added to our audit. I know that we have to now perform two traceability exercises but I am confused as to whether I need to actually contact the customers themselves. This is the language I was provided:

 

"The exercise may count towards one of the traceability exercises; however, there needs to be evidence that the next step up was contacted to verify current contact information and the quantities received/distributed match what was produced/distributed."

 

 

Can you help clarify for me if I have to actually reach out to the customers in a mock recall scenario for the Costco Addendum?

[SQFconsultant]

This came up at a recent SQF/Costco audit that I attended.

 

Yeah, we have NEVER contacted customers, only MOCK Contacted the customers - but the Auditor was quite intense on this one.

 

Thus, and only to appease the Auditor and in turn Costco the client now does separate mocks and includes an actual documented contact to the Costco department.

 

This is only done on the side for Costco.

 

By the way we have protested to SQF that Costco marking should not reflect on the SQF Audit which is in turn shared with many other customers and not just Costco.

[jfrey123]

It's been awhile since I've conducted a mock recall myself, but I've always made it a point to contact whomever we list as the primary contact for the customers.  I never use the phrase "mock recall" when emailing them or calling them, but I will either email the person to ask whether the email is still valid or actually call the given number and note in my mock recall that I called and actually got through to Mr./Ms. Soandso on whatever format I'm using.  The first time I was ever responsible for one of these I had an auditor hit me with "How do you know the contact info is valid?" and that has permanently scarred my mind into verifying everything lol.

[Scampi]

Absolutely NOT, it will just confuse them and create an issue where there is none

 

Have your sales team provide an up to date list of customers/active customers and that is more than sufficient

[ChristinaK]

My advice is to only reach out to the customer and verify the recall or emergency contacts you have listed for their company. Like others said, try to avoid the phrase "recall" or "mock recall" so the customer doesn't misread and go into a panic over nothing.

 

Example: "Hello, we are reviewing our emergency contact list as part of our annual food safety review. Here is the information we have on file for your company. Can you respond and verify if this information is correct? If changes have been made, please provide the correct information." 

 

You'll want to have at least 2 contacts, with first and last name, job title, email address, phone #, fax #, and mailing address. Then just save their confirmation email as a PDF and keep it with your mock recall exercise for the year. That's always worked for me in regards to SQF, BRC, and Costco.

 

For the second half "quantities received/distributed match what was produced/distributed" you will want to get a copy of your records showing the production of the item or usage logs of the raw or packaging material from the mock recall and compare it to the POs, BOLs, and your internal inventory records. It's basically making sure you have a solid method of tracking all of the effected lot or lots and didn't miss anything. 

[Setanta]

I have done something like what Christina has done. I have provided the auditor a list of phone numbers, dated in the current year, along with locations, names, and emails. I sad it was an "Exercise in Traceability" and I was just confirming that this was a good contact for them.

[nwilson]

Part of my annual crisis management review is to include contact lists so that at minimum annually the lists for suppliers, service providers, and customers are reviewed and updated as needed.  This is then signed off by the management team and filed.  Similar vein to what others have said here. 

 

I do not contact any customers in a mock recall scenario.  Most wouldn't differentiate between mock and a real recall and it would be a huge back peddling situation.