While every company tries to avoid crises, incidents will happen to all companies, even those with the best quality management systems and processes. If they are product-related they may lead to a product recall.
They don’t have to escalate into a brand crisis. That is totally up to how the company responds to the incident.
While many companies have incident and product recall plans, these tend to be focussed on the operational side of the problem – investigating and finding solutions, potentially conducting a recall. This is clearly important but can take time. While that is going on, consumers are talking about your brand over social media – some of which you are aware of, but a lot of it you are not. A range of stakeholders – regulators, customers, shareholders, the media for example; start taking an interest in the problem. Things start to escalate. Next thing you know you are dealing with a crisis.
It doesn’t have to be that way. Steve Hather, the course facilitator, 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.
In that time, Steve has developed a step by step process for responding to incidents effectively and ensuring they don’t escalate into a crisis. Integrating elements of incident management, business continuity, product recall and crisis management, this 10 step incident management process can be used for any type of incident.
Upon completion of this course, participants will:
- Be able to create an integrated incident management, product recall and crisis management program for their business,
- Identify gaps in their existing processes and systems for managing incidents
- 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
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 an incident and prevent a crisis, including:
- Operations managers
- Marketing managers
- Corporate communications
- Quality and technical managers
- Risk managers
- Legal counsel
- Human resource managers