Expert Recall

By Mike Rozembajgier

There are, of course, differences in the way the Army manages a recall compared with a typical manufacturer or retailer. But there are a few lessons about recall communication and risk management that we all can all learn from the Army’s recent recall of defective military helmets.

The helmets recalled by the Army were used in combat by soldiers in Iraq and Afghanistan.  Army officials say the recalled helmets were never a “direct risk” to soldiers. But, while the helmets offered soldiers “a safe degree of protection,” the Army recalled them anyway because they didn’t meet internal standards. The Army wasn’t willing to take any risk in an environment where American lives were on the line.

Unless you are a soldier in the field, you may be wondering what this has to do with you. How does the battlefield in Afghanistan compare with the environment in which your company operates? But think again. Whenever there is a possibility that a product you produce could injure consumers, you are no longer just in the business of making that product. You are now in the product safety business, whether you like it or not. And when you are in the business of protecting consumers and saving lives, there are three major lessons you can learn from the Army’s helmet recall.

1. Continually test your products and set your own standards. According to reports from the helmet manufacturer, the recalled helmets “consistently outperformed all competitors and passed every Army test.” But in January, the Army was notified by the Department of Justice about an investigation into the safety of the helmets after the paint on some helmets began peeling. The helmets were subjected to further testing by the Army, which identified the ballistic defect that ultimately resulted in the recall. Whether or not the helmet passed initial safety and integrity tests was now irrelevant. The Army sets its standards and makes sure they are met. But in today’s environment, you must do more than just comply with industry and federal standards. You have to go the extra mile to test your products and protect your customers.
2. Communicate at all levels. When the Army decided to recall the helmets, it held an open meeting to discuss the recall and replacement plan. The meeting was held by Army officials and was open to the media.  Congress and senior military officials were notified. And Army officials around the globe asked soldiers to personally check whether they had an affected helmet. And, yes, a news release was issued. But if you find yourself in a similar situation, don’t just rely on a news release. Use every voice and messenger available to inform those affected by a recall.
3. Go get the recalled products. Don’t wait for them to come to you.  While the Army did, in fact, issue a recall announcement, they also worked at every level to retrieve all the affected helmets. The Army is physically checking records and working to identify the recalled products in the field. Military leaders will identify any recalled helmets during pre-combat checks and inspections to ensure that any soldier with an affected helmet receives a replacement before heading to combat.  All hands are on deck to manage this recall – literally. As a manufacturer or retailer, you should follow the Army’s example and do whatever you can to personally contact everyone who may have your affected product and make sure they take advantage of whatever remedy you are offering.

While the recalled Army helmet thus far has not been proven to pose any “direct risk” to soldiers, the Army is taking every possible precaution to ensure the safety of our men and women in uniform. Your responsibility as a manufacturer or retailer is no different, especially when your product has the potential to put lives on the line.

Stericycle ExpertRECALL™ is the industry leader in recall logistics and regulatory compliance for consumer product, pharmaceutical, medical device, juvenile product, and food and beverage recalls. ExpertRECALL’s professionals are experts in recall management who can help you streamline the entire product recall process.

One Response to “Army Strong: Even When Managing a Recall”

1. Richard May says:

   June 5, 2010 at 10:44 am

   This is a sad example of US Army “spin” that suggests that it is “far nobler” to recall defective equipment than to test it, submit it to competitive bidding and competitive testing and to insure that the final product meets standards. Tell the troops who died or suffered head injuries that these helmets were “safe.” Ludicrous. Read the IG report.