Recalls Can Be Avoided, But If You Have To Do One, Do It Right
04-15-2010
By Dave Schmeltzer
In a recent CNNMoney.com article, contributing writer Geoff Williams described several recalls ranging in impact from a minor inconvenience all the way up to virtually killing the company that made the recalled product. The article reminded readers that that no fewer than six different federal agencies now coordinate recalls totally hundreds every month. The Consumer Product Safety Commission alone announces 500 recalls a year, and the Food and Drug Administration another 3,000. Recalls can be expensive, embarrassing, and even fatal to the company.
As the Consumer Product Safety Commission often points out, there are many ways to avoid product recalls: meeting federal standards, meeting voluntary standards, overdesigning safety into the product, doing preproduction focus panels to determine how the product will be used in real life situations, seeking a human factor expert’s evaluation, and having a certified laboratory do thorough testing before and after distribution. Once the product is distributed and sold the company should continuously monitor and evaluate complaints, inquiries, injuries, customer feedback, warranty claims, and recalls of similar products.
If your company uses overseas manufacturers, make sure those manufacturers know exactly what standards need to be met, itemize any mandatory standards that may apply, specify applicable consensus voluntary standards and other safety requirements, and conduct appropriate tests before, during and after distribution. If you assume that your foreign manufacturers know your expectations for safety without your specific input, you are in for a rude awakening. Keep in mind that your suppliers are likely to be using subcontractors and they too must meet your safety expectations. Also keep in mind that it is fairly common for overseas manufacturers to agree to make just about anything as cheaply as possible, regardless of safety considerations, if your only criterion is price.
If one of your products should have to be recalled, a major risk is damage to your valuable brand. In order to mitigate the risk to your brand, it is imperative that the recall be done quickly, efficiently and effectively. Consumers and government regulators expect you to protect public safety. A recall done inefficiently can result in consumers being annoyed and frustrated and, in the worst case could bring down your whole company.
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.
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[...] Just what does it mean to conduct a timely recall? First, it requires that the company closely monitor consumer complaints for potential problems. Then, perhaps the most critical step in Toyota’s case, the company must [...]