Book 20 · Part 1
Incident & Emergency
Incident types and the product recall procedure.
AMU must prepare for unexpected events, for example:
- Product complaint
- Contamination concern
- Incorrect label
- Wrong ingredient
- Damaged shipment
- Website outage
- Payment failure
- Data issue
- Courier failure
- Negative viral publicity
- Supplier failure
- Regulatory notification
SOP 20.01 — Product Recall
- 1Identify batch.
- 2Block inventory.
- 3Identify customers.
- 4Inform management / compliance.
- 5Contact relevant supplier / regulatory parties as required.
- 6Prepare approved customer communication.
- 7Arrange collection / replacement / refund as applicable.
- 8Investigate root cause.
- 9Record corrective action.