There are many steps in each recall where multiple teams are involved and hence it is very important that each team exactly knows what to do and when to do. Here is a snap shot of all teams involved and at what stpe what need to be done.
Notification of a recall
Sales and Quality Team – These 2 teams generally receive the call
Initial risk assessment – Quality team does the initial risk assessment
Assembling recall team – The admin dept assembles all people who should be involved in the recall process.
Information gathering – Following teams are involved in this step
– Admin – Coordinate all team
– Production -Review ingredient lot numbers used. Check production records.
– Warehouse – Track ingredients and finished products. Check for rework, damaged goods.
– Quality – Check micro and lab results.
– Maintenance – Review all Work Orders, repairs during problem period
– HR – Check for staffing issues and levels.
– Legal – Contact insurance. Work with PR.
– PR – Develop communication plan
– Sales – Ensure customer contact info correct. Finalize customer notice with Legal.
Notification to CFIA
– Admin and Quality team generally calls and informs the authorities
– Legal – team reviews the wording of communication
– PR develops the initial communication to customers.
Customer Notification
– Admin team’s duty is to ensure all teams has resources.
– HR works with PR to communicate the staff
– Legal team deals with contacts by consumers, customers and lawyers.
– PR team communicates with public, shareholders and staff.
– Sales team Faxes and calls to customers.
Product Retrieval and storage
– Warehouse team arranges for trucking. Calculates % product retrieved.Secure the goods in – – warehouse (class 3) or in locked trucks (class 1&2)
– Sales team co-ordinates with warehouse.
Investigate the problem
– Warehouse gets the sample of product.
– Quality team analyzes and Gather data
Dispose of product
Warehouse ensures products are destroyed or hire third party.