MOCK RECALL ROLEPLAY | HLC 2533

Muhamad Izham

9 Jul 202309:19

Summary

TLDRThe 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.

Outlines

00:00

😞 Customer Complaint and Recall Meeting Initiation

The video script begins with a customer expressing dissatisfaction with a milk product purchased from a yard, stating it was sour and did not meet expectations despite warming it five times. The customer service representative takes down the customer's details for further investigation. Subsequently, a customer service manager discusses a received complaint about the milk product, indicating the need for an urgent recall meeting. The meeting is scheduled, and the script sets the stage for a discussion on the issue at hand.

05:01

🔍 Investigation and Resolution of Milk Product Issue

In the second paragraph, various departments provide their insights into the milk product issue. The sales and marketing department confirms the product details and distribution timeline, while the purchasing department explains the raw material inspection process. The production department identifies the root cause as improper UHT (Ultra-High Temperature) treatment temperature, which was below the required 140 degrees Celsius. The executive proposes a solution involving temperature monitoring and a public statement on social media about the product recall. The sales and marketing department is tasked with offering replacement products to affected customers. The meeting concludes with a reminder to maintain food quality and safety and to compile a clinical report for evidence.

Mindmap

Keywords

💡Customer Complaint

A customer complaint refers to an expression of dissatisfaction or grievance from a consumer regarding a product or service. In the video's context, the customer complaint is central to the narrative, as it triggers the company's response and subsequent actions. The script mentions a customer's disappointment with a sour milk product, which leads to an investigation and a product recall.

💡Product Recall

A product recall is a measure taken by manufacturers or sellers to remove a product from the market due to safety risks or defects. The video script discusses a product recall meeting initiated because of a customer's complaint about a milk product, indicating the company's proactive approach to addressing potential product issues.

💡Quality Control (QC)

Quality Control is a process that ensures products meet certain standards of quality before they are released to the market. In the script, QC is mentioned when discussing the inspection of the milk product, highlighting the importance of this process in maintaining product integrity and consumer safety.

💡UHT (Ultra High Temperature)

UHT is a sterilization process used to preserve milk and other liquid foods by heating them to a very high temperature for a short time. The script indicates that a problem with the UHT temperature setting led to the spoilage of the milk product, emphasizing the critical role of this process in food safety and preservation.

💡Retailer

A retailer is a business that sells goods or services directly to consumers for personal use. The script mentions a specific retailer, Aeon, where the problematic milk product was purchased, illustrating the role of retailers in the distribution chain and their potential involvement in product recalls.

💡Food Safety

Food safety encompasses all the measures taken to ensure that food is safe for consumption, preventing foodborne illnesses. The video's theme revolves around food safety, as the company addresses a food quality issue that could potentially harm consumers.

💡Product Quality

Product quality refers to the standard of a product's characteristics, including its ability to meet customer expectations and requirements. The script discusses the product quality in the context of a customer complaint and the need for the company to ensure the milk product meets expected quality standards.

💡Production Department

The production department is responsible for the manufacturing process of a product. In the script, the production department is identified as the source of the issue due to improper temperature control during the UHT process, underscoring the importance of this department in maintaining product quality.

💡Sales and Marketing Department

The sales and marketing department is in charge of promoting and selling products. The script mentions this department's role in issuing a public statement regarding the product recall and offering compensation to affected customers, demonstrating their involvement in crisis management.

💡Emergency Button

An emergency button is a device used to stop or pause a process in case of an issue or danger. The script suggests that the production manager should press the emergency button if the UHT temperature is not maintained correctly, indicating a safety measure in the production process.

💡Monitoring Form

A monitoring form is a document used to record data and observations, often for quality assurance purposes. The script mentions the need for the production manager to update a monitoring form daily, showing the company's commitment to ongoing quality control and oversight.

Highlights

Customer complaint regarding sour milk product purchased on 3rd June 2023.

Customer expressed disappointment and reconsideration of future purchases.

Customer service representative requests customer details for investigation.

Company plans to investigate the issue and conduct a recall meeting.

Urgent recall meeting scheduled for 10 AM in the meeting room.

Sales and marketing department reports details of the affected product batch.

Product batch CLFC20230525 distributed to Aeon on 1st June 2023.

QC check confirms product was in good condition upon distribution.

Purchasing department's checklist for product inspection found compliant with standards.

Issue identified as spoilage due to incorrect UHT temperature during production.

Temperature was set at 120 degrees Celsius instead of the required 140 degrees Celsius.

Production department identified as the source of the issue due to negligence.

Solution proposed: monitor UHT machine temperature hourly and update records daily.

Sales and marketing to issue a product recall statement on social media.

Affected customers will receive a replacement product at no cost.

Production manager to ensure temperature compliance and emergency protocols.

All departments to implement approved solutions and submit a written proposal.

Reminder to conduct a clinical report after the recall for evidence.

Meeting concluded with an emphasis on preventing recurrence and maintaining quality and safety.