When product in the market is wrong.
WHAT TRIGGERS A RECALL
A safety problem A quality failure affecting a batch A labelling error A regulatory instruction
WHAT MAKES IT POSSIBLE
Batch records, and knowing which customers received which batch.
WHAT TO ESTABLISH NOW
Whether you could answer that question.
WHY NOW
The answer determines whether you could comply.
WHAT TRACEABILITY REQUIRES
Input batches recorded against production runs Production runs recorded against finished batches Finished batches recorded against despatches
WHAT TO DO WHEN A PROBLEM IS IDENTIFIED
Establish the scope: which batches, how much
Stop despatch of affected product Quarantine what you hold Notify customers who received it Notify the regulator, where required Recover or make safe what is in the market Record everything
WHY NOTIFY PROMPTLY
Delay compounds harm and it is treated seriously.
WHAT TO ESTABLISH IN ADVANCE
Who decides, who communicates, and how.
WHY IN ADVANCE
Decisions during a recall are made under pressure.
WHAT TO DO ABOUT CUSTOMER COMPLAINTS
Record every one, with batch and date Investigate Establish whether it affects a batch or is isolated Respond
WHY BATCH
It is how an isolated complaint is distinguished from a systematic failure.
WHAT TO ANALYSE
Complaints by product, batch and cause.
WHAT TO NEVER DO
Dismiss complaints without investigating.
WHY
They are the earliest warning of a batch problem.
