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Product Recall and Crisis Management_Trueventus



How ready is your organisation when product recall incident happens? Will your crisis management plan protect your organisation when it strikes?

How ready is your organisation when product recall incident happens? Will your crisis management plan protect your organisation when it strikes?




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Product Recall and Crisis Management_Trueventus Product Recall and Crisis Management_Trueventus Document Transcript

  • Product Recall & CrisisManagementEffectively establish systems and processes to prevent, manage andresolve product recall incidents23 - 24 February 2011 | Parkroyal Hotel, Kuala LumpurHow ready is your organisation when product recall incidenthappens? Will your crisis management plan protect your KEY BENEFITSorganisation when it strikes? Participating in this course will:The Cadbury chocolate recall in the UK in 2006 led to senior managers being • Enable you to develop effective product recallcriminally charged and chocolates being recalled in a number of countries and crisis management programs for youraround the world including Malaysia – even though none of the affected productwas in this market. company • Reduce the risk of your company sufferingA recent study by the University of Melbourne of 55 corporate crises in Australia major financial or reputational lossindicates that crises generally cost around $10m with 25% of them costing morethan $100m. A quarter of those companies that experienced a major crisis did • Enhance your company’s reputation as a highnot survive! quality supplier, manufacturer or retailer of consumer goodsWith the speed of communications and the media, bad news travels aroundthe world very quickly. An increasing number of companies (and their senior • Comply with regulatory requirements,management) are exposed when managing a crisis. This has significant international standards and industry bestreputational risk for the company’s brand among customers, stakeholders and practicein the wider public domain. • Develop your problem solving skills and makeThe rise in the levels of extortion and mismanaged product-related incidents you an invaluable member of recall or crisismakes manufacturers and retailers of consumer goods amongst the most crisis- management teamprone industries. Many consumer goods companies conduct “mock recalls” asrequired by many international standards but these have been found to be closeto useless in preparing companies for actual incidents. How confident are youthat your company would manage and survive a major incident?WHY YOU CANNOT MISS THIS EVENT TRUEOFFER!Company boards and senior management are now paying increased attention totheir risk profile and their ability to respond effectively in the event of an incident. * Book and payMany senior managers now realise that being prepared for incidents is a key Before 30 Nov USD1495, save USD500 per delegatemanagement capability. From 1 Dec, full price USD1995 per delegateIn addition, regulatory authorities around the world are increasing their level Strictly limited to 25 delegates per session!of oversight of product-related incidents and requirements for companies haveeffective quality management and product recall programs in place. Largecompanies now expect their suppliers to have effective processes and systems inplace for preventing and investigating potential incidents and working with themto prevent contamination and product defects that could lead to a recall.New international standards for product safety and product recall – supportedby Standards Malaysia, are being developed and compliance will increasingly berequired for consumer goods companies that want to be seen as responsible, highquality providers. Importantly, compliance with international standards supportsMalaysian manufacturer’s competitiveness in export markets as well as domesticmarkets. Follow us onBook and Pay before 30 Nov - USD1495, save USD500 per delegate 1
  • Register NowT: +603-2711 0701F: +603-2711 0703E: dillony@trueventus.comProduct Recall & Crisis Management TESTIMONIALS About Your Course Leader “Subject matter expert and good communication skills”. Steve Hather “Very experienced risk management practitioner. Steve is Managing Director of an Australasia’s leading product Gives very practical examples ....” recall and crisis management training and consulting “Steve ... has a wide knowledge of subject matter. He company. As part of the global group, his company is can be considered as an expert in this subject” involved in preventing hundreds of incidents and product “(Steve) is very experienced and knowledgeable in this recalls escalating into crises every year. The company has field.” operations in over 90 countries and currently assists some “Very clear in his explanations”. of the world’s largest and most prestigious multi-national consumer goods companies to better manage product risk and build capabilities, processes and systems for preventing and managing incidents. WHO SHOULD ATTEND Before joining the management and consulting company, • CEOs Steve was Director, Strategy Development for The Coca-Cola Company. One of his roles was the design and delivery of the • COOs global incident management and crisis resolution for The • VPs Coca-Cola Company and its bottling partners. Steve trained • Directors hundreds of senior managers in processes and capabilities for managing incidents and preventing crises. • HODs Prior to joining Coca-Cola, Steve worked for the Australian • Operations Managers government and was involved in national security including • Marketing Managers planning preparatory exercises for Australia’s national counter- • Risk Managers terrorism program. He was also seconded to the FBI in Atlanta, USA to assist in preparations for the 1996 Atlanta Olympics and • Technical and Quality Managers went on to develop operating principles for the 2000 Sydney • Corporate Communications Olympics security program. Steve has been involved in risk • Human Resource Managers management, crisis management and security preparations in 4 summer Olympics, 4 Winter Olympics, 2 Soccer World Cup Anyone that may be called on to serve on a product recall or crisis management team! and 2 European Football Championships. Steve is currently the Australian representative on the International Standards Organisation Working Group developing the new International Standard for Product Recall. Steve is a teacher by training and a qualified corporate trainer and assessor.Book and Pay before 30 Nov - USD1495, save USD500 per delegate 2
  • Register NowT: +603-2711 0701F: +603-2711 0703E: dillony@trueventus.comDAY 1 DAY 2Session One Session FourPrinciples of Product Recall and Crisis Management Preparing People for Incidents• The Resilient Organisation – the relationship between governance, risk • Personal and professional attributes for incident managers and facilitators management, crisis management and business continuity programs - Most companies select recall and crisis teams only on functional• Definitions – Risk, Incident, Recall, Crisis roles – a range of personal attributes should also be taken into - Activity: Examples relevant to your industry and company account• What causes incidents to escalate into crises? • Roles and responsibilities for key staff - The characteristics of crises - Key responsibilities of the Recall/Crisis Coordinator - Escalation factors - Key Functional areas and their roles in recall situations - Case Studies in effective product recalls – and not so effective - Use of Consultants and Advisors crises • Team management in crisis situations• Why you need product recall and crisis management programs - Team dynamics in crisis situations - How certain key activities prevent escalation – and how to - Personality types and their effect on team management prepare your people effectively to carry out those activities - Managing conflict Activity: Case Study in Crisis Management Session Five Key Components of Effective Recall and Crisis Management ProgramsSession TwoThe Industry and Regulatory Environment • Prevention programs - Overview of pre-requisite programs – risk management, quality• Consumer Protection legislation in Malaysia (and other selected management systems, HACCP countries) - Key provisions of The Food Act 1983, Consumer Protection Act • Incident Investigation and Analysis 1999 and relationship to recall planning - Managing customer and consumer complaints• Key Malaysian and International Standards - Non-conformance reporting and investigation - Investigation tools and methodologies• New International Standards for Product Safety and Product Recall - Conducting a Hazard Analysis• Implications for Malaysian consumer goods manufacturers and • Activity: Conduct a Hazard Analysis retailers • Risk Management and Decision-making Activity: Gap Analysis for your Company - Risk management concepts in crisis management - Decision-making tools and processesSession Three • Recall Strategy and CommunicationsIdentifying Product-related Risks - Developing key performance objectives for product recalls• Overview of ISO 31000 – the International Standard for Risk - Recall/Crisis Management strategy Management, and its application to consumer goods - Key stakeholders and management of their expectations• Principles of Product Risk Management - Developing key messages - Product Risk Management as a key part of the company’s 1) Reflecting strategy in messages overall risk and corporate governance framework 2) Audiences - The importance of Context in analysing the business 3) The message house environment and key stakeholders - Constructing communications Activity: Identifying your Product Risks 1) Holding statements 2) Media statements • Implementing Product Recalls PROGRAMME SCHEDULE - Recall resources 1) Resources required for locating, retrieving, replacing, repairing, 0830 Registration and coffee modifying product in the market place 2) Product disposition, disposal and destruction requirements 0900 Morning session begins • Information Management 1030 Morning networking break - Information management processes for crisis teams 1300 Networking luncheon - Data collection and analysis 1400 Afternoon session begins - Reporting systems and processes • Monitoring effectiveness 1530 Afternoon networking break • Continuous Improvement 1730 Course concludes - Reviewing Incidents and Near Misses - Improving Processes Activity: Recall Simulation Participants will be involved in a realistic product recall simulation where Develop Your Program! All participants will be provided they try to prevent an incident escalating into a crisis . with a template to use as a starting point for preparing your Product Recall and Crisis Management ProgramsBook and Pay before 30 Nov - USD1495, save USD500 per delegate 3
  • Product Recall & CrisisManagement REGISTER NOW Dillon Yong 123 - 24 February 2011 | Parkroyal Hotel, Kuala Lumpur - MKT01 Tel: +603-2711 0701 Fax: +603-2711 0703 Email: dillony@trueventus.comCOMPANY DETAILS Name Industry Address EXHIBITION OPPORTUNITIES Postcode Country Limited packages are available. For Tel Fax further details, contact Aravind Menon +603-2711 0701ATTENDEE DETAILS aravindm@trueventus.com 1 Name Job Title Tel Email 2 Name Job Title TERMS & CONDITIONS Tel Email 1. The course fee is inclusive of the event proceedings, materials, refreshments and lunch 2. Upon receipt of the completed registration form, 3 Name Job Title invoice will be issue. Trueventus request that all payments be made within 5 working days of the Tel Email invoice being issued. Full payment must be received prior to the event. Only delegates that have made full payment will be admitted to the event. 4 Name Job Title 3. Substitution & cancellations policy. Should the registered delegate unable to attend, a substitute Tel Email delegate is welcome at no extra charge. Written notifications of all substitutions is required 5 working days prior to the event. Trueventus contracts carry 5 Name Job Title 100% full liability upon receipt of registration. Non payment does not constitute cancellation. A Tel Email 50% of cancellation fee will be charged under the terms outlined below: Due to limited event seats, Trueventus agrees to reserve the seat for the client upon issuance of invoice. Upon signing of thisAPPROVAL contract, client agrees that in any case of dispute or cancellation of this contract Trueventus will not be NB: Signatory must be authorised on behalf of contracting organisation. able to mitigate its losses for any less than 50% of the total contract value. If a client does not attend the event without written notification at least 5 working Name Job Title days prior to the event date, he/she will be deemed as no show. Trueventus does not provide refunds for Email cancellations. When any cancellations are notified in writing to Trueventus 5 working days prior to the Tel Fax event, a credit voucher will be issued for use in future Trueventus events. Authorising Signature 4. Trueventus will at all times seek to ensure that all efforts are made to adhere to meet the advertised package, however we reserve the right to postpone,cancel or move a venue without penalty or refunds. Trueventus is not liable for any lossesCOURSE FEES or damages as a result of substitution, alteration, postponement or cancellation of speakers and / or □ Kuala Lumpur topics and / or venue and / or the event dates. If force majeure were to occur Trueventus accepts Book and pay before 30 Nov - USD1495, save USD500 per delegate no responsibility or liability for any loss or damage From 1 Dec, full price USD1995 per delegate caused by events beyond their control, including, but not restricted to strikes, war, civil unrest, flight delays, fire flood, or any adverse weather conditions. All options inclusive of course papers, luncheon and refreshments 5. Upon receiving this signed booking form, you the client herby consent to Trueventus to keep your details for the use of future marketingPAYMENT DETAILS activities carried out by Trueventus and third party organisations & partners. Payment is due in 5 working days. By Signing and returning this form, you are accepting our terms and conditions. 6. Copyright and Intellectual Property. Any redistribution or reproduction of part or all of the contents in any form in connection to this event Please debit my: □ VISA □ MasterCard is prohibited without prior written consent by Trueventus. Card Number □□□□ □□□□ □□□□ □□□□ 7. Client hereby agrees that he/she exclusively authorizes Trueventus charge the credit card with details listed above for the amount provided herein; Security Code □□□□ this registration form serves as a contract that is valid, binding and enforceable. He/she at any time will have no basis to claim that the payments required under this Contract are unauthorized, improper, Card Issuing Country: Card Issuing Bank: disputed or in any way. Cardholders Name Expiry Date / / Cardholders SignatureBook and Pay before 30 Nov - USD1295, save USD500 per delegate 4