While every company tries to avoid crises, incidents will happen to all companies, even those with the best quality management systems and processes. If they are product-related they may lead to a product recall.
They don’t have to escalate into a brand crisis. That is totally up to how the company responds to the incident.
While many companies have incident and product recall plans, these tend to be focussed on the operational side of the problem – investigating and finding solutions, potentially conducting a recall. This is clearly important but can take time. While that is going on, consumers are talking about your brand over social media – some of which you are aware of, but a lot of it you are not. A range of stakeholders – regulators, customers, shareholders, the media for example; start taking an interest in the problem. Things start to escalate. Next thing you know you are dealing with a crisis.
It doesn’t have to be that way. Steve Hather, the course facilitator, has over 25 years of experience in product risk management, product recall and crisis management and has worked with some of the world’s best known consumer goods companies through to small suppliers.
In that time, Steve has developed a step by step process for responding to incidents effectively and ensuring they don’t escalate into a crisis. Integrating elements of incident management, business continuity, product recall and crisis management, this 10 step incident management process can be used for any type of incident.
Learning Objectives:
Upon completion of this course, participants will:
- Be able to create an integrated incident management, product recall and crisis management program for their business,
- Identify gaps in their existing processes and systems for managing incidents
- Build capability in some key areas of incident management including investigation, assessment, developing strategy and communications
- Develop skills for managing reputation risk
- Identify key stakeholders and be able to communicate effectively with them, including the use of social media for consumer level communications
Who will Benefit:
Senior managers from food and consumer goods manufacturers, importers, distributors and retailers that may be called upon to facilitate or contribute to the management of an incident and prevent a crisis, including:
- Operations managers
- Marketing managers
- Corporate communications
- Quality and technical managers
- Risk managers
- Legal counsel
- Human resource managers
- Registration Process: 8:30 AM – 9:00 AM
- Introductions
- Lecture 1: Understanding the key elements of effective recall programs
- Background on development and adoption the new international and Australian standards
- Key elements of the new standards
- Identification of gaps in your existing program
- Lecture 2: Initial response to product related incidents
- Definitions
- Identifying incidents and potential crises – what causes incidents and recall to escalate into a reputation crisis?
- Incident notification and reporting
- Initial response, including social media response, to an incident
- Implementing a response process in your program
- Lecture 3: Team management
- Capabilities required for a recall/crisis management team
- Leadership, facilitation and team dynamics
- Agenda for the first meeting
- Coordinating activity
- Lecture 4: Investigation and Assessment
- Case studies
- Gathering information
- Investigation of incidents
- Hazard analysis
- Incident analysis
- Implementing a robust assessment process in your program
- Lecture 5: Develop a response strategy and action plan
- What is a response strategy?
- Developing a response strategy, objectives and action plan
- Creating an effective response strategy for your business
- Understanding the principles of incident management and crisis prevention
- Identifying incidents and potential crises – what causes incidents to escalate into a brand crisis?
- Case studies of preventable crises
- Consequences of poor incident management
- Identification of gaps in your existing program
- Investigation and Escalation
- Case studies
- Gathering information
- Investigation of incidents
- Short term solutions and work-arounds
- Team Management
- Capabilities required for a recall/crisis management team
- Leadership, facilitation and team dynamics
- Agenda for the first meeting
- Coordinating activity
- Assessment
- Hazard analysis
- Incident analysis
- Stakeholder analysis
- Principles of outrage
- Market analysis
- Impact analysis
- Tools for implementing a robust assessment process in your program
Steve Hather
Risk, Product Recall and Crisis Management Coach, Trainer and Consultant for Food and Consumer Goods Companies
Steve Hather has been a trainer and consultant in risk management, security, business continuity, product recall and crisis management for over 25 years.
A qualified teacher by training, Steve started his career in risk management with the Australian government in counter-terrorism, a role which included designing and managing national counter-terrorism exercises and a 15 month secondment to the FBI in Atlanta establishing and working in the Olympic Intelligence Centre for the 1996 Atlanta Olympics. On his return to Australia he was seconded to the NSW Police as Director, Olympic Intelligence Centre before being recruited by The Coca-Cola Company.
Steve was a member of the international working group that developed the new International Standard for Product Recall (ISO 10393) and its related standard – the International Standard for Product Safety (ISO 10377). He was also involved in the development of the US Standard for Organisational Resilience. He is a sought after speaker at conferences on consumer product safety, product recall, incident management and crisis management.
Steve has worked with many of the “who’s who” in the Australian food industry including Foster’s Group, LION, Murray Goulburn, Coles Supermarkets, Coca-Cola Amatil, George Weston Foods, Goodman Fielder, Cheetham Salt, Kellogg’s and Treasury Wine Estates; right through to small food and beverage manufacturers.
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Museum of Contemporary Art
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