Our client, a large food manufacturer wanted to better understand the risks associated with its extensive supplier network. The network is too large for the client to conduct assessments for each supplier and resources necessary to outsource that work are not available.
Working very closely with the client, RQA Asia Pacific developed an internet based self assessment process. All suppliers are being asked to log on, complete the self assessment questionnaire which asks them to rate themselves against some key risk factors. This online tool provides the capability for identifying risks inherent with the material being supplied and degree to which processes have been put in place to manage that risk. It then provides reports including a priority list for further assessment. At any point, the client can get a snapshot of their overall supplier risk as well as look at risks associated with individual suppliers.
Although the accuracy of any self-assessment tool will depend on the quality of data entered, this process provides the client with some additional confidence that it better understands its risks and identify where additional analysis and mitigation may be necessary.
Our client, a multi-national beverage company with some of the world’s best known brands had completed a number of mock recalls and simulations in the past and were very proficient in handling many of these key processes.
What they really needed however was to exercise the strategic decision making, stakeholder analysis and communication processes that are so critical to ensuring incidents do not escalate into a crisis.
RQA Asia Pacific worked closely with the client and used our extensive experience in recalls and crisis management to design a very realistic exercise that engaged their crisis management team (including the Managing Director) in some of the critical processes necessary for effectively managing the company’s reputation.
The outcome led to a review of their existing plan and a series of enhancements including additional training for their senior management team. This has resulted in a greater feeling of confidence in their ability to prevent a crisis.
Client
Food Manufacturer
Objective
RQA was contacted by a Food Manufacturer client to run a retrieval programme to determine the on shelf quality of the client’s own brand products at the point of sale. Whilst all quality processes are in place before products leave the factory, the client had no real control over the quality of its products once it has reached the end of the supply chain.
Methodology
To ensure ongoing quality monitoring and a consistent approach, a monthly sample of over 200 products was randomly collected at 20 different locations for testing. This equates to approximately 2,400 products that were retrieved from over 240 stores over a twelve month period.
Outcome
The products were sent to a central location where the client had them analysed and sensory tested for leaks, broken seals, damaged labels/packaging, expiry dates, foreign bodies, taste tests etc. Effectively this ensured that the quality of these products was monitored on a continued basis including after it has reached the end of the supply chain.
Retail Quality Audits / On-shelf Assessments
Client
Non-food consumer product manufacturer
Objective
The objective of the programme was to provide the client with specific information on how their products appeared at the “Moment of Truth”, or when the consumer makes the decision to purchase. The data was used to recommend package improvements, and in helping establish global quality standards for their entire product range.
Methodology
RQA field representatives from across 10 countries visited over 300 retail outlets. Over 60 of the client’s own brand products were inspected across Europe. These averaged approximately 300 products per store! The products of interest ranged between a variety of cosmetic and hygiene products. Data was recorded for each assessment and sent back to the RQA Asia Pacific head office for verification and reporting.
Outcome
The data was collected and reported in such a way that it allowed the client to filter the data according to specific questions they had, for example; to determine the types of products most affected by packaging defects in each country, the most common types of packaging defects in each country per product, thus allowing the client to identify which types of products were susceptible to packaging damage in the supply chain, resulting in continuous improvement & ultimately reduced consumer complaints. This project now forms part of a continuous study which is carried out every 6 months to track products changes / patterns / trends / developments across the European market.
Objective
RQA Asia Pacific was contacted by a Drinks Manufacturer in Australia and asked to collect a bottle of flavoured chocolate milk from a consumer in a remote town . The complaint involved a mother who had provided the milk product to her young son who had then complained of stomach cramps after consuming some of the product. She had taken the child to a local physician who suspected a tainted product. The physician had notified the local health authorities.
Methodology
RQA Asia Pacific has an extensive field of experienced representatives to collect, package and ship products from consumers, retailers or distributors. Within minutes of receiving the request, RQA assigned a trained field representative and arranged for the product to be collected and for a receipt to prove collection to be left with the consumer.
Outcome
The product was collected from the consumer the same day as RQA received the retrieval request and the representative packaged and shipped it in a refrigerated condition immediately. The product arrived to the manufacturer within 48 hours of RQA receiving the request.
The consumer, physician, and local health authorities were pleased in the prompt & efficient response of the manufacturer. The product was quickly removed from the consumer and it arrived in good (refrigerated) condition to the laboratory for analysis.
The client analysed the product and suspected caustic residue to be in the container. The batch code on the product was noted. Similar complaints were received the next day and RQA was again employed to arrange pickup and shipment to the laboratory. It was found that the batch codes were the same, and were traced to a particular production start up. Investigation of production and maintenance records on that day revealed a problem with a CIP divert valve on the line.
Immediately, all product was put on hold. Further investigation revealed that only product of that batch code was contaminated. The batch code was recalled from retail. A quick investigation and verification of the complaint resulted in limited retail distribution of the product, and recall costs were minimal.
Objective
An RQA client, a well-known global consumer product manufacturer, distributed and marketed the product through retail major chains as well as independents throughout Australia and New Zealand. Historically, the product was sold as individual units in a glass package. Our client had launched a new plastic package for the product; however the glass presentation had not yet sold through.
Our client had experienced a rapid rise in customer complaints regarding their product. Consumers and retailers were reporting that the glass units were breaking in the distribution chain. The glass jar was labelled with a shrink wrap sleeve, so the glass breakage was contained within the label and not always obvious. In fact, one consumer unknowingly used the product, and had reported ingesting a glass shard. This resulted in a visit to the local GP and hospitalization.
Methodology
RQA, working with the Company’s Recall Team, organized working teams to conduct the recall. Internal and external communications strategies were developed and implemented. Communications were developed to the customers instructing them to remove all product from the shelf and hold for inspection and sorting by an RQA field representative. Over 2,000 retail outlets were assigned to the RQA field force.
In addition, products were immediately retrieved from consumers complaining about glass contaminants. The family of the woman who had ingested the glass was visited by an RQA Quality Assurance professional – the faulty product was retrieved and the woman, her family and physician were assured that the Company took that issue seriously and were addressing the problem.
Outcome
Within 5 business days of the initiation of the recall, all the retail outlets had been visited. In each location, product was sorted, and only the glass product was removed from the shelf. RQA provided a report to the manufacturer listing which stores had been visited, how many units of the products had been collected and any issues that arose. Each store was issued a credit for the product that was removed. The manufacturer then presented this report to the national food authorities which enabled the authority to have confidence that the manufacturer had done its very best to ensure that the products were removed from sale and that consumers had been protected.
The manufacturer completed the recall with minimal “out of stock”, and only affected products were recalled – this greatly minimised the cost of this product recall.
Footnote: As a manufacturer of food or non-food products, it is not sufficient to simply inform a store to take products off the shelf at the time of a product recall incident. Often the message can become distorted. For example, in some stores the store manager in fact removed the wrong product from the shelf; leaving the affected product on the shelf. It was only when the RQA field representative visited these stores that this was discovered.
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