FOODSAFETYKNOWLEDGENETWORK TRAININGMANUAL

CoreLevel1Requirements
forFoodManufacture
TrainingManual:IncidentManagement

ThismanualisbroughttobytheFoodSafetyKnowledgeNetwork
inpartnershipwith

Contents
IncidentManagement.............................................................................................................................................................1
Description..........................................................................................................................................................................1
Competencies.....................................................................................................................................................................1
Presentationslides..............................................................................................................................................................2
Sampleassessmentquestions..........................................................................................................................................10
Answerkeyforsampleassessmentquestions.................................................................................................................11

FOODSAFETYKNOWLEDGENETWORK TRAININGMANUAL

IncidentManagement
Description
Theorganisationshallhaveaneffectiveproductwithdrawalandrecallprocedureforallproducts,whichshallincludethe
provisionofinformationtothecustomer.

Competencies
Theindividualwill:

describetheprinciplesandreasonsforincidentmanagement.
identifyproductissues/complaintswithrespecttoconsumersafety.
analyzethesignificanceofproductissues/complaintswithrespecttoconsumersafety.
explaintheactionsrequiredintheeventthatproductissues/complaintswarrantactionbythecompany.
describetheirawarenessoftheregulationsandcustomerrequirementsassociatedwiththemanagementof
incidents.
designaproductquarantinesystemforproductwithincontrolofthecompany.
explainhowtomanageaproductquarantinesystemforproductwithincontrolofthecompany.
designaproductrecallsystem.
explainhowtomanageaproductrecallsystem.

IncidentManagement

TRAININGMANUAL FOODSAFETYKNOWLEDGENETWORK

Presentationslides

IncidentManagement

FOODSAFETYKNOWLEDGENETWORK TRAININGMANUAL

IncidentManagement

TRAININGMANUAL FOODSAFETYKNOWLEDGENETWORK

IncidentManagement

FOODSAFETYKNOWLEDGENETWORK TRAININGMANUAL

IncidentManagement

TRAININGMANUAL FOODSAFETYKNOWLEDGENETWORK

IncidentManagement

FOODSAFETYKNOWLEDGENETWORK TRAININGMANUAL

IncidentManagement

TRAININGMANUAL FOODSAFETYKNOWLEDGENETWORK

IncidentManagement

FOODSAFETYKNOWLEDGENETWORK TRAININGMANUAL

IncidentManagement

TRAININGMANUAL FOODSAFETYKNOWLEDGENETWORK

Sampleassessmentquestions
1. Aproductrecallisinitiatedwhenunsafeproduct,orproductthatmaybeunsafe
a) isintheprocessofbeingshippedtowholesalersforfuturesaletothepublic.
b) hasreachedconsumersandtheymustbeadvisedtoreturnordestroyproducts.
c) iswithinyourcustomerswarehouseandmustnotreachtheconsumer.
d) iswithinyourwarehouseandmustnotbedispatched.

2. Yourcompanyreceivesaphonecallfromanindividualcustomerstatingtheyhavefoundglassinproduct,butwould
notprovidehisnameandaddress.Whichofthefollowingactionsshouldbetaken?
a) Dismissthecompliantasahoaxandmakenorecordofthecall.
b) Loginformationandimmediatelyreviewcomplaintdata,lookforsimilarcomplainttrendsandcontinueto
monitorcomplaintsfortheshelflifeofproduct.
c) Loginformationandinformrawmaterialandingredientsuppliers.
d) Loginformationandmonitorcomplaintsoveraperiodofoneweek.

3. Ithasbeenestablishedbyyourcompanythatyouhavesuppliedunsafeproducttofivemajorcustomersanditis
likelythatconsumerswereaffected.Whatactionshouldbetaken?
a) Contactcustomerswithclearandconciseinformationinorderofcommercialimportance.
b) Contactyourlocalgovernmentoffice.
c) Immediatelycontactallcustomerswithclearandconciseinformation.
d) Sendalettertothecustomersconcerned.

4. Quarantinemeans?
a) Heldunderrefrigeratedconditions
b) Heldundersecureconditionsandproductisnotmoved
c) Productreadyfordispatch
d) Securetransportation

5. Theproductrecallteamshouldnotinclude
a) representativesfromyoursuppliers.
b) themostseniorcompanymanageravailableatthetimeofaproductrecall.
c) thepersonresponsibleforfoodsafety.
d) thepersonresponsibleforproductdistribution.

Answerkeyonnextpage.

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IncidentManagement

FOODSAFETYKNOWLEDGENETWORK TRAININGMANUAL

Answerkeyforsampleassessmentquestions
1. Aproductrecallisinitiatedwhenunsafeproduct,orproductthatmaybeunsafe
a) isintheprocessofbeingshippedtowholesalersforfuturesaletothepublic.
b) hasreachedconsumersandtheymustbeadvisedtoreturnordestroyproducts.*
c) iswithinyourcustomerswarehouseandmustnotreachtheconsumer.
d) iswithinyourwarehouseandmustnotbedispatched.

2. Yourcompanyreceivesaphonecallfromanindividualcustomerstatingtheyhavefoundglassinproduct,butwould
notprovidehisnameandaddress.Whichofthefollowingactionsshouldbetaken?
a) Dismissthecompliantasahoaxandmakenorecordofthecall.
b) Loginformationandimmediatelyreviewcomplaintdata,lookforsimilarcomplainttrendsandcontinueto
monitorcomplaintsfortheshelflifeofproduct.*
c) Loginformationandinformrawmaterialandingredientsuppliers.
d) Loginformationandmonitorcomplaintsoveraperiodofoneweek.

3. Ithasbeenestablishedbyyourcompanythatyouhavesuppliedunsafeproducttofivemajorcustomersanditis
likelythatconsumerswereaffected.Whatactionshouldbetaken?
a) Contactcustomerswithclearandconciseinformationinorderofcommercialimportance.
b) Contactyourlocalgovernmentoffice.
c) Immediatelycontactallcustomerswithclearandconciseinformation.*
d) Sendalettertothecustomersconcerned.

4. Quarantinemeans?
a) Heldunderrefrigeratedconditions
b) Heldundersecureconditionsandproductisnotmoved*
c) Productreadyfordispatch
d) Securetransportation

5. Theproductrecallteamshouldnotinclude
a) representativesfromyoursuppliers.*
b) themostseniorcompanymanageravailableatthetimeofaproductrecall.
c) thepersonresponsibleforfoodsafety.
d) thepersonresponsibleforproductdistribution.

IncidentManagement

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