Learn to manage reputation during a product recall

The workshop is a result from a series of road shows he conducted on behalf of AIG when they launched their Liability Recall products last year.

The one day in-house workshop ensures that team members understand the implications of a recall and their roles and functions during such an event.

The South African Consumer Protection Act places onerous responsibility on companies to recall faulty products in a manner that will cause no harm to the public. This implies detailed Crisis Management and Crisis Communication protocols that incorporates best practice thinking, crisis communication and logistical management.

Product Recalls are expensive and have the potential to destroy brand reputation, trust and goodwill if not planned and executed correctly. A Product Recall is also a type of crisis that offers unique ethical, logistical, legal, communication and management decision making challenges. This information-filled workshop is designed to give an organisation the professional edge when dealing with a crisis such as a product recall. Delegates will be able to evaluate their own organisation’s readiness to deal with a recall and/or develop a crisis plan to deal with such an event.

Why this training?

This intervention will enable participants to benchmark their company’s strategies and operating procedures on how to recall a in a manner that would be befitting of the organisation reputation. The workshop addresses ethical, managerial, operational, legal, communication and reputational challenges that may arise before, during and after a recall. The workshop provides delegates with a structured approach to develop a Product Recall Crisis plan for their company.

Direct Benefits

Delegates that are part of this workshop will understand the compelling reasons for managing a product recall in a professional and ethical manner; learn the essential elements in planning for and managing a recall – Pre, During and Post; identify and overcome potential problems that may prevent a smooth recall and reputation recovery after such an event; grow a better understanding of risk management, quality control, crisis management and crisis communication; assess and benchmark their company’s ability to respond to a crisis such as a recall; reduce the tangible and intangible costs of poor ethics, non-compliance and reputational risk; and master the practical tools, tips, checklists and techniques for a professional recall.

What is unique about this training?

The issues in dealing with a recall goes back long before the actual recall event. Prior preparation, risk management, attention to quality and communication issues need to be addressed, and will be scrutinised if such a recall ever takes place. Since a recall is always a possibility despite of quality controls and risk management, companies are well advised to plan to handle potential recalls well in advance, as handling product recalls professionally can go a long way to safeguard reputation. The training includes detailed case studies that will test decision-making, communication, organizing abilities and ethical responsibilities.

This workshop is similar to a desktop simulation and will enable participants to make recommendations in their company on how to better manage reality and perceptual challenges that may arise from a product recall. As such this training is also useful for benchmarking and auditing purposes.

The facilitator, Deon Binneman has more than 30 years crisis management and communication experience and has provided advice to companies in 15 countries. In 2011 he advised the Department of Statistics during the 2011 Census on Crisis Management and Crisis Communication strategy and protocols. As professional managers in today’s rapidly changing business environment, it is important that we continually acquire knowledge of the emerging new technology and operational techniques. It is even more important that we know how to apply this knowledge, especially during crisis situations.

Binneman facilitates the workshop in-house for interested organisations.

For more information, email [email protected] or visit Deon Binneman's website.