MOCK RECALL ROLEPLAY | HLC 2533

Summary

The video script revolves around a customer complaint about a sour milk product, leading to an urgent company meeting to address the issue. It's revealed that the spoilage occurred due to improper UHT temperature settings in production. The company decides on a recall, promises to monitor production temperatures more closely, and plans to issue a public statement and replacement offer for the affected customers. The meeting emphasizes the importance of maintaining food quality and safety to prevent future incidents.

Takeaways

• 📞 A customer complaint was received regarding a sour milk product bought from a retailer.
• 🛒 The customer, whose details were provided, experienced disappointment with the product purchased on 3rd June 2023.
• 🔍 An investigation was initiated to determine the cause of the milk product issue.
• 📅 A recall meeting was scheduled for 10 AM in the meeting room to address the problem.
• 📝 The sales and marketing department confirmed the product's distribution and quality checks were conducted as per standard procedures.
• 🚫 The purchasing department reported that the spoilage issue was due to an incorrect UHT (Ultra High Temperature) treatment temperature.
• ⚠️ The UHT temperature was set below the required 140 degrees Celsius, which led to the product spoilage.
• 👨‍💼 The production manager was held responsible for the oversight and was instructed to monitor the UHT machines more closely.
• 📢 The sales and marketing department was tasked with issuing a public statement about the product recall and offering replacements.
• 📋 A proposal was requested to document the solutions and actions to be taken.
• 🔒 The meeting concluded with a reminder to maintain food quality and safety and to avoid repeating such issues.

Q & A

What was the customer's complaint about the milk product?

The customer complained that the milk product they bought was sour and did not taste as expected, even after warming it five times.

What was the customer's name and where did they purchase the product?

The customer's name is not provided in the transcript, but they mentioned purchasing the product at a location on 3rd June 2023.

What was the batch number of the milk product in question?

The batch number of the milk product was 'Base number four creamy clfc, 20230525'.

What was the issue identified with the milk product during the meeting?

The issue identified was that the milk product had been spoiled due to improper Ultra High Temperature (UHT) processing temperature, which was set below the required 140 degrees Celsius.

What was the temperature discrepancy found during the UHT process?

The temperature during the UHT process was found to be 120 degrees Celsius, which was below the required 140 degrees Celsius.

What was the conclusion regarding the cause of the milk product issue?

The conclusion was that the issue originated from the production department due to a temperature control error during the UHT process.

What action was suggested by the executive to prevent such issues in the future?

The production manager was instructed to monitor the UHT machines' temperature frequently, at least once per hour, ensuring it reaches 140 degrees Celsius, and to press the emergency button if the temperature falls below this threshold.

What was the proposed solution for the affected customers?

The sales and marketing department was instructed to make a public statement on social media about the product recall and offer replacement products to customers who had bought the affected milk without any additional cost.

How was the product categorized in terms of quality after the issue?

The product was categorized as a 'second class of product record' because it had minor or unlikely high land or substandard quality issues, not associated with hilarious and every item should be cleared from the retailer within 72 hours.

What was the final reminder given by the executive during the meeting?

The final reminder was to maintain food quality and safety, and to prepare a clinical report for evidence after the meeting.

What was the urgency of the meeting called to address the milk product issue?

The meeting was called urgently at 10 am in the meeting room to discuss and address the milk product issue.