Recall Management Driven by Risks and Regulations

Complaint Management Systems. Customer Relationship Management (CRM) systems are effective risk management tools in that these systems document as well as trend complaint data over time. CRM systems typically share similar features such as the ability to electronically and automatically identify trends by programming specific “triggers” in the system. For example, a company may determine that three complaints on the same product/same lot code for the same or similar reason warrants escalation to the food safety team to further investigate. CRM systems also allow users to auto-notify preselected people in the company that there may be an issue that warrants further attention. It also allows for effective data capture and documentation management to show that each complaint was attended to, investigated as appropriate, and resolved in some manner. Attempting to do all of this manually is ripe for the risk that a critical complaint or trends will be missed and goes unreported, which could lead to a recall, or one much larger in scope then if the issue was identified and investigated right away.

These systems also help achieve a key best practice: Documentation. In the eyes of the agencies as well as the media, plaintiff’s attorneys and consumers—if it isn’t documented, it didn’t happen. Using technology verses manual records heightens the odds that all key information is documented on a consistent basis.

Conclusion

Having well-defined recall procedures and an active, well-trained recall team are the first steps to better recall management. Coupled with combining this strategy with technology solutions and best practices helps food companies efficiently and knowledgably manage recalls and, more importantly, reduces the consuming public to exposure of potentially dangerous products. The benefits of an organized recall program include organizational efficiency, brand protection and, most importantly, public health and safety.

Neumann is vice president and CFO of The Acheson Group, LLC, a strategic risk management consulting firm assisting companies in the food and beverage space to more effectively manage their operational, regulatory, and reputational risks. Reach her at [email protected].

References furnished upon request