The target of the activation phase is the rapid creation of transparency, structure and thee ability to act:

• Conducting crisis management meetings to assess the risk level and identify short, medium and long term corrective measures as well as recall and exchange strategies
• Kick-off with recall team
• Creation of a communication plan with the relevant stakeholders including the definition of reporting and information requirements
• Configuring and setting up the entire recall process (roles and responsibilities) as well as sub-processes such as communication, and material, documentation and invoice flows.

The result: A recall team capable of action with agreed roles, responsibilities, scope and objectives

The target of the execution phase is the quality and dealine-oriented handing of the recall or exchange project with:

• The development and operation of the project database to manage the recall at article level and to document quality and insurance related data
• The development and maintenance of a document archive for tenders, contracts, reports and invoices
• Management of communication as well as the creation of models and templates
• The creation of quantity structures as well as demand, production and supply planning
• The preparation and implementation of distribution concepts (sequence and route planning, spare part deliveries, serving dates, incoterms, international trade regulations, etc.)
• Invitation to tender and awarding contracts to partners
• Coordination of customer support interfaces such as call centres, on-call services, hotlines, email addresses, online contact forms, information or FAQ websites
• Coordination of test / exchange / return dates
• Coordination of logistics service providers for shipping and storage
• Coordination, checking and documentation of service reports and invoices
• Establishment of a reporting and consultation system
• Conducting discrepancy analyses and developing corrective measures
• Compilation of the final project report including databases, project organization and process documentation
• Holding the final project meeting with a closing presentation and report

The Result: Final report on the product recall or exchange

The target of the learning phases is the identification of improvement measures by:

• Optimising the emergency response
• Collecting lessons learned for CIP (Collective Improvement Process) possibly as a workshop
• Identification of possible strategies to prevent further error and guarantee long-term quality control
• Identification of early indicators for future crisis situations

The Result: optimised emergency response.