An organisation without any clear recall strategy faced significant challenges when trying to manage recall situations. As the organisation was not joined in its approach, there were inconsistencies in the steps taken when responding to a withdrawal requirement. Key information was failing to reach business functions that were required to respond in a timely manner and there was little accountability for, or awareness of, the steps being taken across these functions. This led to delays in removing a defective item from production and informing customers. Furthermore, the organisation’s messaging across its various media channels was slow to take shape.
A recall strategy was formulated that included Boomerang to manage communications across the different business functions. In the event of a recall, simultaneous messages are sent to the respective management teams in those business functions (Stores, Legal, PR and IT), requesting acknowledgement that the recall plan has been activated.
A structured escalation flow is implemented (based on seniority) until an acknowledgement is returned and a second response is submitted from each function confirming that the activities set out in the recall plan have been completed. This joined-up approach enabled a more cohesive response, which has helped to contain the negative impact of a recall incident.
Minimise customer risk by reducing recall response times
Limit reputational damage by quickly responding to customers and media
Manage follow-up of outstanding activities by exception
Streamline management of future recall situations using critical reporting data
Testing recall process plans