What to do when disaster hits: when safety products

failMelissa Kirby

Safety in Action20 March 2013

Key components of a product disaster plan1. Incident response

team roster: • Leadership,• Operations;• Communications;• Legal;• Eye witnesses.

2. Communications process: internal & external stakeholders.

3. Standard communication templates;

4. A clear process;5. Your insurance

policies.

The stakeholdersPriority Stakeholder Interests Message

1 Consumer Affairs

Consumer safety Heads up: the matter is under investigation.

2 Gas safety regulator

Appliance safety Heads up: the matter is under investigation.

3 Pool owner Safety of immediate family, $

Reassure: this is being investigated.

4 Boiler maker Reputation, $ Is the valve the problem?

5 Technical investigation staff

Technical cause of problem

Be thorough; produce credible & dependable results.

6 (Potential) Other end users

Reputation, $ Recalling to err on the side of caution. Supply replacements.

7 Distributor of the valve

Legal & contractual obligations, logistics.

Reported issue. Need your help.

8 Media Can this story sell papers?

We have been in close contact with the owner, investigating. Authorities alerted. Will keep you informed.

When disaster hits…

1.Have a plan2.Manage your

stakeholders3.Watch the dollars