MOCK RECALL ROLEPLAY | HLC 2533
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
- ๐ A customer complaint was received regarding a sour milk product bought from a retailer.
- ๐ The customer, whose details were provided, experienced disappointment with the product purchased on 3rd June 2023.
- ๐ An investigation was initiated to determine the cause of the milk product issue.
- ๐ A recall meeting was scheduled for 10 AM in the meeting room to address the problem.
- ๐ The sales and marketing department confirmed the product's distribution and quality checks were conducted as per standard procedures.
- ๐ซ The purchasing department reported that the spoilage issue was due to an incorrect UHT (Ultra High Temperature) treatment temperature.
- โ ๏ธ The UHT temperature was set below the required 140 degrees Celsius, which led to the product spoilage.
- ๐จโ๐ผ The production manager was held responsible for the oversight and was instructed to monitor the UHT machines more closely.
- ๐ข The sales and marketing department was tasked with issuing a public statement about the product recall and offering replacements.
- ๐ A proposal was requested to document the solutions and actions to be taken.
- ๐ 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
๐ 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.
๐ 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
๐กCustomer Complaint
๐กProduct Recall
๐กQuality Control (QC)
๐กUHT (Ultra High Temperature)
๐กRetailer
๐กFood Safety
๐กProduct Quality
๐กProduction Department
๐กSales and Marketing Department
๐กEmergency Button
๐กMonitoring Form
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.
Transcripts
foreign
[Music]
one minute later
yes this is cool like this in grammar
High
I want to make a comfortable important
[Music]
may I know which product that you buy
yesterday I went to a yard and buy a
full creamy but it is so sour I usually
buy a product and it never tastes like
that you know what I warm it until five
times on that night
I feel very disappointed with you I
always support your company but after
this happened
I
I think
I have changed my mind
I'm sorry for hearing that may I know
your details include your full name
address and the date
where is the place and you buy our
product
sure my name is my my address Lord
1875300 black girl and when I buy it on
3rd June 2023 and where I buy is an area
uh I'm sorry we will make sure this
problem solve as soon as possible
yes I really hope so
tell me yes
so the person in charge in customer
service said that we have received a
customer complaint regarding to our milk
product that buy from one of our
retailers
what if it didn't mean
we don't know and we need to investigate
okay uh call or IFC member and we need
to conduct a recall meeting for the
product
and you decide where and when the
meeting and be formulated
see members we will have an urgent
meeting on 10 am at meeting room please
be fine too
[Music]
all right
[Music]
please
[Music]
foreign
[Music]
so we conduct this meeting because of we
have encountered the issue with our milk
product so they discussed about the
details or problem
from sales and marketing department
right
can you give the detail of the info
Base number four creamy clfc
20230525 base 23
was distributed to Aeon on 1st June 2023
during that our product was received
safely and we also provided the purchase
order delivery order and give it to the
QC and they also check our product
quality by filling their products
quality and specific specification
challenge So based on the checklist our
products are in good condition without
any damage and leaking
thank you Miss Asha and now I would like
to hear from purchasing department
a D and B it is because every time we
receive the raw material we fill the
checklist for product inspection that
following the standard that we set with
that perception
uh thank you Miss putri for the detail
now I would like to hear details from
purchasing department
based on my report we found out that the
best number that have company issue is
the best that have been spoilish due to
our list of serving about uht
temperature the temperature that have
been set is at least 140 degrees Celsius
but dispatch has been integration less
than
1 14 degrees Celsius which is 1 20
degrees Celsius only so I just sharing
the details and the report from all
departments so I conclude that
production that the issue is come from
the production Department
so why did this happen
you know because of your careless our
company is facing many laws
so next time you need to give more
attention
and
in monitoring the all your workers
okay
okay anyways uh highlight executive
can you give the solution for this issue
based on this case I'll conclude this
product required is categorized as
second class of product record because
the product with minor or unlikely High
land or substandard quality in terms of
toy event aspect and product defect not
associated with hilarious and every item
should be clear from the retailer within
72 hours so the solution is the
production manager shall monitor the
temperature of our UHD machines
frequently reaches once per hour
at
140 degree celsius if the temperature
below from a take note and press the
emergency button to stop the production
for a while and please update me the
monitoring form every day
so next for the sales and marketing
department please make a statement on
our social media regarding our product
recall from certain supermarket and for
the customer who had bought the product
we will give them a new one without any
fee okay sir based on my solutions they
will approve their solutions to we
implement
so I approve your proposal and after
this can you give me a writer proposal
so I may help me sign clear
okay
before we close our meeting today is
there any other method to be discussed
last but not least I hope that this
issue will never repeat again and we
need to give our best for our company in
maintaining
food quality and safety
and
just a reminder
after the record please do clinical
report just for evidence
and
that's all I declare the meeting with
agent
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