Recall Management

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A product recall is announced in Germany every day – from consumer goods and batteries to technical supplier parts, large appliances, cars and software. As an experienced partner in recall management, THOST Projektmanagement manages the three phases of a product recall or replacement: Activate, Execute and Learn. The aim is to quickly and professionally restore product safety on the market with the minimum impact on brand, image and internal resources.

Our expertise: Recall management

Preparation and management of product recalls and replacements

  • Carrying out risk assessment and developing a recommendation for action
  • Development of the recall process including roles and responsibilities
  • Planning and control of communication, material flow and logistics
  • Tendering and coordination of logistics and other exchange service providers
  • Development and management of the exchange database and the document archive
  • Coordination of customer interfaces as well as testing, replacement and return appointments
  • Checking and documenting service reports and invoices
  • Carrying out deviation analyses and developing corrective measures
  • Preparation of the final project report including databases, project organization and process documentation
  • Collection of “lessons learned” for leading indicators and CIP (Continuous Improvement Process)
  • Optimization of the emergency plan

Phase 1: Activate

We establish the appropriate measures from the assessed risk level. The result is an effective team with agreed roles, responsibilities, scopes and objectives for systematic recall management. Our common goal: to process product recalls quickly and correctly.

 

Our services:

  • Holding a crisis team meeting to assess the risk level and derive short, medium and long-term corrective measures as well as recall / replacement strategies
  • Leading a kick-off meeting with the recall team
  • Creation of a communication plan with relevant stakeholders, including defining reporting and information obligations
  • Design and definition of the entire recall process (roles and responsibilities) as well as sub-processes such as communication, material flow, documentation and invoice flow

Phase 2: Execute

Optimized processes, precise quantity structures, a well thought-out distribution concept and a comprehensive recall database are the basis of our management. We customise the communication to customers, internal stakeholders and external partners. We carefully coordinate inspection, replacement and recall dates and reliably commission logistics and service partners to carry them out. Seamless documentation and continuous monitoring ensure the quality and successful completion of the product recall.

Our services:

  • Development and maintenance of a (digital) document archive for tenders, contracts, reports, invoices
  • Control of communication, creation of samples and templates if necessary
  • Creation of a quantity structure and demand / production / procurement planning
  • Development and implementation of distribution concepts (sequence / route planning, spare parts deliveries, service dates, Incoterms, foreign trade regulations, etc.)
  • Invitation to tender and commissioning of partners
  • Coordination of customer interfaces such as call centers, telephone on-call service, telephone hotlines, e-mail addresses, online contact forms, information or FAQ websites
  • Coordination of test / replacement / return appointments
  • Coordination of logistics service providers for shipping and storage
  • Coordination, checking and documentation of service reports and invoices
  • Implementation of the reporting and meeting system
  • Carrying out deviation analyses and developing corrective measures
  • Preparation of the final project report including databases, project organization and process documentation
  • Conducting the final project meeting with final presentation and report

Phase 3: Learning

We derive measures to optimize the emergency plan from the product recall. We integrate the starting points for better product quality into the supply chain processes.

Our services:

  • Optimization of the emergency plan
  • Collection of lessons learned for the CIP, possibly as a workshop
  • Definiing possible measures for future error prevention and sustainable quality assurance
  • Derivation of early indicators for future crisis situations

Phases of the product recall

Graphic Recall Management
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Create Advantage

We restore the security of your products – quickly and professionally with the least possible impact on your brand, image and internal resources.

  • Risk-based prioritization of measures through professional risk assessment
  • Ability to act quickly in crisis and exceptional situations thanks to flexible,
    needs-based reinforcement of client teams
  • Transparency and ability to provide information on progress, costs, quality and risks at all times during the product recall
  • Structure and traceability in decisions, communication and processes
  • Documentation of process, measures and costs, e.g. for insurance companies
  • Flexible and professional assumption of responsibility and performance
  • Customized solutions in exceptional situations based on recall and industry experience
  • Rapid restoration of product safety on the market by shortening the total lead time
  • Optimized emergency plan

Contact us

Protect your brand and restore the reputation of your products quickly and efficiently. Our recall management team will guide you professionally through all phases of a product recall. Get in touch with us.

Portrait of Florian Thost

Florian Thost
Dipl.-Wi.-Ing.
Managing Director