Implementing the New Australian Standard for Product Recall: 2-Day In-Person Seminar by Co-author of the ISO 10393

By: Steve Hather, Risk, Product Recall and Crisis Management Coach, Trainer and Consultant
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Course Description:

The thought of a product recall can cause concerns for even the most experienced people in the food and consumer goods industries. There have many examples of incidents and recalls turning into a crisis that has a significant impact on the business and its brands

While even the best companies will have incidents, and some may even lead to a recall, they don’t have to become a crisis. That is completely up to how the company manages the incident or recall. In fact, there are instances where recalls have actually enhanced the reputation of the company concerned and led to improved sales over time.

The Australian Standard for product recall (Consumer product recall – Guidelines for suppliers – AS/ISO 10393) was adopted in 2017. The adoption was driven in large part by the Australian Competition and Consumer Commission (ACCC) who are Australia’s primary regulator responsible for product recalls. The ACCC is responsible for the oversight of dozens of recalls every year. Additional guidance for food and consumer goods manufacturers, importers, distributors and retailers will improve the effectiveness of recalls and enhance consumer safety, as well as protecting the company’s reputation.

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Steve Hather, the course facilitator, was a co-author of the international standard ISO 10393, from which the Australian standard was developed. Steve has over 25 years of experience in product risk management, product recall and crisis management and has worked with some of the world’s best known consumer goods companies through to small suppliers.

This course is designed as an overview of the new standard with practical guidance on how companies of any size can implement the processes contained in it.

Learning Objectives:

Upon completion of this course, participants will:

  • Understand the Australian regulatory requirements for product safety and product recall and the guidance included with the new standard
  • Identify gaps in their existing processes and systems for managing incidents and product recalls
  • Build capability in some key areas of incident management including investigation, assessment, developing strategy and communications
  • Develop skills for managing reputation risk
  • Identify key stakeholders and be able to communicate effectively with them, including the use of social media for consumer level communications
  • Be able to implement the key elements of the new standard in their company’s incident management, product recall and crisis management program

Who will Benefit:

Senior managers from food and consumer goods manufacturers, importers, distributors and retailers that may be called upon to facilitate or contribute to the management of a product recall or crisis, including:

  • Quality and technical managers
  • Corporate communications
  • Marketing managers
  • Operations managers
  • Risk managers
  • Legal counsel
  • Human resource managers

Course Outline

Day One (8:30 AM - 4:30 PM)

  • Registration Process: 8:30 AM – 9:00 AM
  • Introductions
  • Lecture 1: Understanding the key elements of effective recall programs
    • Background on development and adoption the new international and Australian standards
    • Key elements of the new standards
    • Identification of gaps in your existing program
  • Lecture 2: Initial response to product related incidents
    • Definitions
    • Identifying incidents and potential crises – what causes incidents and recall to escalate into a reputation crisis?
    • Incident notification and reporting
    • Initial response, including social media response, to an incident
    • Implementing a response process in your program
  • Lecture 3: Team management
    • Capabilities required for a recall/crisis management team
    • Leadership, facilitation and team dynamics
    • Agenda for the first meeting
    • Coordinating activity
  • Lecture 4: Investigation and Assessment
    • Case studies
    • Gathering information
    • Investigation of incidents
    • Hazard analysis
    • Incident analysis
    • Implementing a robust assessment process in your program
  • Lecture 5: Develop a response strategy and action plan
    • What is a response strategy?
    • Developing a response strategy, objectives and action plan
    • Creating an effective response strategy for your business
Day TWo (8:30 AM – 4:00 PM)

  • Lecture 6: Recall communications
    • Case studies in effective and ineffective communications
    • Communication planning
    • Social media communications
    • Types of communications and assessment of their effectiveness
    • Implementing a communication plan for your business
  • Lecture 7: Implementing an effective recall
    • Implementing the recall plan
    • Additional resources for an effective recall
    • Funding a recall
    • Monitoring the recall and measuring effectiveness
    • Internal and external reporting
    • Closing the recall
  • Lecture 8: Restoring the business
    • Reviewing the recall response
    • Corrective action planning
    • Managing claims
    • Returning to market – post recall communication and marketing
  • Lecture 9: Preparing for a recall
    • Revisit – identifying gaps in your existing program
    • Practical tips for preparing your team for a recall
    • Prerequisite programs
      • Quality management
      • Traceability
    • Developing an effective plan
    • Training
    • Simulation exercises

Meet Your Instructor

Steve Hather
Steve Hather
Risk, Product Recall and Crisis Management Coach, Trainer and Consultant

Steve Hather has been a trainer and consultant in risk management, security, business continuity, product recall and crisis management for over 25 years.

A qualified teacher by training, Steve started his career in risk management with the Australian government in counter-terrorism, a role which included designing and managing national counter-terrorism exercises and a 15 month secondment to the FBI in Atlanta establishing and working in the Olympic Intelligence Centre for the 1996 Atlanta Olympics. On his return to Australia he was seconded to the NSW Police as Director, Olympic Intelligence Centre before being recruited by The Coca-Cola Company.

Steve was a member of the international working group that developed the new International Standard for Product Recall (ISO 10393) and its related standard – the International Standard for Product Safety (ISO 10377). He was also involved in the development of the US Standard for Organisational Resilience. He is a sought after speaker at conferences on consumer product safety, product recall, incident management and crisis management.

Steve has worked with many of the “who’s who” in the Australian food industry including Foster’s Group, LION, Murray Goulburn, Coles Supermarkets, Coca-Cola Amatil, George Weston Foods, Goodman Fielder, Cheetham Salt, Kellogg’s and Treasury Wine Estates; right through to small food and beverage manufacturers.

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