Does the thought of an incident or product recall escalating into a brand crisis and doing irreparable damage to your business and brands concern you?
In the early 2000’s The Coca-Cola Company was considered a crisis-prone company. On the back of one of the then largest product recalls in history when all Coke products were removed from shelves across Belgium and parts of France, it was dealing with an anti-discrimination law suit in the United States, a series of crises in some of its fastest growing markets such as India and flagging sales in some established markets, analysts were starting to think that Coke had lost its fizz.
The Chairman and CEO of The Coca-Cola Company at the time directed that a program be created to ensure Coke managed incidents effectively – and consistently, so the business could get off and stay off the treadmill of crises and get back to business.
Steve Hather, Director of The Recall Institute was the chief architect of what became known as the Incident Management and Crisis Resolution program or IMCR program. This program has been implemented across the world and continues to operate in over 100 countries.
Even Coke would not claim to be perfect, but it is no longer crisis-prone.
Since leaving Coke, Steve has applied and reapplied many of the key principles of the IMCR program, changed it and improved it, as he learnt more working with experts in the fields of food and product safety, product recall and crisis management as well as different companies from large companies to small businesses in different industries and in different countries.
Steve was also a co-author of the International Standard for Product Recall - ISO 10393 and has built those requirements into this program.
But in reflecting on why some product recall and crisis prevention programs work so well, and why many don't, it keeps coming back to the one thing that drives this program – the coordinator.
They understand a structured process and have the tools and guidance to apply it.
The Certified Product Recall Coordinator®program is a membership-based program designed to provide you with the knowledge, skills and the tools to apply our structured 10 step program for preventing a crisis in your business.
The program includes the full Product Recall and Crisis Prevention toolkit which provides all the online training on the key elements but adds regular masterclasses to provide more assistance with applying the elements, online coaching – both one on one with me so we can talk specifically about you company, industry and products, and small group work so you also learn from your peers.
This program not only provides you with the process and tools but also builds key leadership skills that will prepare you for joining the senior executive ranks. There is nothing that can impress a CEO or senior executive more than being able to guide a management team through a "bet the company" event like a major incident or product recall.
Build your leadership skills
The Certified Product Recall Coordinator® includes
In addition to all the online training courses, you also get:
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One-on-one and small group coaching
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Online masterclasses
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Access to private discussion group
Online one-on-one & small group coaching
Regular one-on-one coaching with your instructor to guide you through customising the program for your business, helping you build support within your business, training your team and running a simulation exercise.
Online masterclasses
Regular online masterclasses enable you to build your knowledge and skills even further and learn from your peers and instructors.
Private discussion group
Private online discussion group exclusive to Certified Product Recall Coordinators® where you can discuss course materials and latest case studies and key learnings from incidents around the world and in different industries.
Your investment in protecting your brand and building key leadership skills
Pay by month for 12 months OR save 15% by paying the annual fee up front!
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Get started now
$197.00 / month
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Get started now
$1,997.00
FAQ
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How long does this course take?
This is a 12 month membership program although you can move through it at a pace to suit yourself. Each of the online modules should take about an hour to work through. In addition, we provide checklists and worksheets that we recommend you discuss with your team. Also, you will find a section of your plan template that you should customise for your business. How fast you move through this is really up to you.
A key part of this program however is to provide you with additional tools to help you fully implement the program within your own business. The key milestones for this are:
Creating your plan - as mentioned you can do this as quickly as you wish.
Training your team - once you have created your plan we provide with tools and coaching for you to present your plan to your team.
Conducting a simulation - we provide the tools and coaching you need to prepare and deliver a simulation exercise for your team
These elements are really dependent on you and your team however we have found that this process can take some time to implement so we have allowed 12 months of access, coaching and masterclasses for you to achieve these milestones.
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It's not really my job to manage a crisis. Is this course for me?
It is often the quality manager or operations manager that is responsible for managing a product recall but as incidents escalate towards a crisis, it is often the communications manager, brand manager, marketing or even the CEO that take over.
The fact is that a lot of people have an important functional role to play. The point of this course however is to focus on the overall process that manages both the technical side of incidents and the concerns and expectations of key stakeholders. This course is focussed on that process, not any one functional role. We have incident coordinators that are quality managers, operations managers, marketing managers, communications managers, HR managers, CFO's, risk managers .. The focus of our courses are on the process and building your skills to lead that process.
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Do you offer discounts for multiple enrolments from the same company?
Absolutely! We encourage companies to have more than one incident coordinator and have multiple members of the incident management team familiar with the tools and processes we teach. We therefore offer discounts to the second and subsequent enrolments from the same company. Please contact us at [email protected] to get a discount coupon before you enrol your second and subsequent people.
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You’re an Australian company. What do you know about my country?
About 95% of our program applies to any food or consumer goods industry in any country. It is also based on International Standards, such as the International Standard for Product Recall. Our focus is on good process and leadership skills. For the small amount of our course that is not directly applicable – mostly around regulatory requirements, we provide specific materials for selected countries that we are adding to all the time. If you have questions specific to your country, we can discuss them in our discussion forums or put you in touch with our partners based in the US, the UK and Hong Kong who have collectively worked in most countries in the world!
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Why are your fees in US dollars?
We support managers in many different countries. The universal currency in international business is the US dollar so rather than having multiple prices, we have one price for each service. If US dollars is an issue for you, please contact us directly and we will try to help you resolve the problem.
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Is GST included?
As an Australian-based company, we are obliged to charge GST when we deliver a service to someone based in Australia. When we detect an enrolment from someone resident in Australia, we send 10% to the tax department which we can later reconcile with them. For Australian residents, GST is included. For other countries, we are not obliged to charge taxes as far as we are aware as we have no way of reconciling that with the tax departments of other countries. One day someone will figure out a way of doing business globally. Until that day, we'll stick with what we have been told!
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Do you offer refunds?
Firstly, please check the Terms and Conditions when you enrol as this outlines a number of conditions including our policy on refunds.
In addition, we guarantee that the program that we provide will meet any national or international standard. If a regulatory authority or credible agency of any kind finds aspects of our program do not comply, we guarantee to make it compliant or we will give you your money back. In addition, if you complete this course, complete all the worksheets and sections of the plan template and do not believe it will better assist you manage an incident or a product recall, please speak to us about that. Our objective is to help you create a program that is useful and if we can't, we'll give you your money back. If for some reason, we cannot provide you with the course materials as described because of a problem on our side and cannot resolve it within a reasonable amount of time, we will give you your money back. For any other issues, please contact us and ask us to help resolve the problem.
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Will this work for a food company?
Absolutely. From a product recall perspective, although the international standard for product recall was not written specifically for food, every part of that standard - and this training, is applicable to food companies. As a co-author of that standard, Steve Hather our Director made sure that the standard was applicable to all food and consumer goods companies. More broadly, this program looks at incidents and crises and not just product recalls - it is an integrated process from identifying incidents right through to managing a response and restoring the business. This process is universally applicable to any food or consumer goods manufacturer, distributor or retailer.