How ready is your organisation when product recall incident happens? Will your crisis management plan protect your organisation when it strikes? www.trueventusnews.com

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How ready is your organisation when product recall incident
happens? Will your crisis management plan protect your
organisation when it strikes?
23 - 24 February 2011 | Parkroyal Hotel, Kuala Lumpur
TRUEOFFER!
* Book and pay
Before 30 Nov USD1495, save USD500 per delegate
From 1 Dec, full price USD1995 per delegate
Strictly limited to 25 delegates per session!
WHY YOU CANNOT MISS THIS EVENT
Company boards and senior management are now paying increased attention to
their risk profile and their ability to respond effectively in the event of an incident.
Many senior managers now realise that being prepared for incidents is a key
management capability.
In addition, regulatory authorities around the world are increasing their level
of oversight of product-related incidents and requirements for companies have
effective quality management and product recall programs in place. Large
companies now expect their suppliers to have effective processes and systems in
place for preventing and investigating potential incidents and working with them
to prevent contamination and product defects that could lead to a recall.
New international standards for product safety and product recall – supported
by Standards Malaysia, are being developed and compliance will increasingly be
required for consumer goods companies that want to be seen as responsible, high
quality providers. Importantly, compliance with international standards supports
Malaysian manufacturer’s competitiveness in export markets as well as domestic
markets.
Effectively establish systems and processes to prevent, manage and
resolve product recall incidents
Book and Pay before 30 NNov - USD1495, save USD500 pper delegate
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KEY BENEFITS
Participating in this course will:
Enable you to develop effective product recall
and crisis management programs for your
company
Reduce the risk of your company suffering
major financial or reputational loss
Enhance your company’s reputation as a high
quality supplier, manufacturer or retailer of
consumer goods
Comply with regulatory requirements,
international standards and industry best
practice
Develop your problem solving skills and make
you an invaluable member of recall or crisis
management team
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Product Recall & Crisis
Management
The Cadbury chocolate recall in the UK in 2006 led to senior managers being
criminally charged and chocolates being recalled in a number of countries
around the world including Malaysia – even though none of the affected product
was in this market.
A recent study by the University of Melbourne of 55 corporate crises in Australia
indicates that crises generally cost around $10m with 25% of them costing more
than $100m. A quarter of those companies that experienced a major crisis did
not survive!
With the speed of communications and the media, bad news travels around
the world very quickly. An increasing number of companies (and their senior
management) are exposed when managing a crisis. This has significant
reputational risk for the company’s brand among customers, stakeholders and
in the wider public domain.
The rise in the levels of extortion and mismanaged product-related incidents
makes manufacturers and retailers of consumer goods amongst the most crisis-
prone industries. Many consumer goods companies conduct “mock recalls” as
required by many international standards but these have been found to be close
to useless in preparing companies for actual incidents. How confident are you
that your company would manage and survive a major incident?

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Register Now
T: +603-2711 0701
F: +603-2711 0703
E: dillony@trueventus.com
Steve Hather
Steve is Managing Director of an Australasia’s leading product
recall and crisis management training and consulting
company. As part of the global group, his company is
involved in preventing hundreds of incidents and product
recalls escalating into crises every year. The company has
operations in over 90 countries and currently assists some
of the world’s largest and most prestigious multi-national
consumer goods companies to better manage product risk
and build capabilities, processes and systems for preventing
and managing incidents.
Before joining the management and consulting company,
Steve was Director, Strategy Development for The Coca-Cola
Company. One of his roles was the design and delivery of the
global incident management and crisis resolution for The
Coca-Cola Company and its bottling partners. Steve trained
hundreds of senior managers in processes and capabilities for
managing incidents and preventing crises.
Prior to joining Coca-Cola, Steve worked for the Australian
government and was involved in national security including
planningpreparatoryexercisesforAustralia’snationalcounter-
terrorism program. He was also seconded to the FBI in Atlanta,
USA to assist in preparations for the 1996 Atlanta Olympics and
went on to develop operating principles for the 2000 Sydney
Olympics security program. Steve has been involved in risk
management, crisis management and security preparations in
4 summer Olympics, 4 Winter Olympics, 2 Soccer World Cup
and 2 European Football Championships.
Steve is currently the Australian representative on the
International Standards Organisation Working Group
developing the new International Standard for Product Recall.
Steve is a teacher by training and a qualified corporate trainer
and assessor.
About Your Course Leader
Product Recall & Crisis Management
TESTIMONIALS
“Subject matter expert and good communication
skills”.
“Very experienced risk management practitioner.
Gives very practical examples ....”
“Steve ... has a wide knowledge of subject matter. He
can be considered as an expert in this subject”
“(Steve) is very experienced and knowledgeable in this
field.”
“Very clear in his explanations”.
WHO SHOULD ATTEND
• CEOs
• COOs
• VPs
• Directors
• HODs
• Operations Managers
• Marketing Managers
• Risk Managers
• Technical and Quality Managers
• Corporate Communications
• Human Resource Managers
Anyone that may be called on to serve on a
product recall or crisis management team!
Book and Pay before 30 NNov - USD1495, save USD500 pper delegate

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Session One
Principles of Product Recall and Crisis Management
• The Resilient Organisation – the relationship between governance, risk
management, crisis management and business continuity programs
• Definitions – Risk, Incident, Recall, Crisis
- Activity: Examples relevant to your industry and company
• What causes incidents to escalate into crises?
- The characteristics of crises
- Escalation factors
- Case Studies in effective product recalls – and not so effective
crises
• Why you need product recall and crisis management programs
- How certain key activities prevent escalation – and how to
prepare your people effectively to carry out those activities
Activity: Case Study in Crisis Management
Session Two
The Industry and Regulatory Environment
• Consumer Protection legislation in Malaysia (and other selected
countries)
- Key provisions of The Food Act 1983, Consumer Protection Act
1999 and relationship to recall planning
• Key Malaysian and International Standards
• New International Standards for Product Safety and Product Recall
• Implications for Malaysian consumer goods manufacturers and
retailers
Activity: Gap Analysis for your Company
Session Three
Identifying Product-related Risks
• Overview of ISO 31000 – the International Standard for Risk
Management, and its application to consumer goods
• Principles of Product Risk Management
- Product Risk Management as a key part of the company’s
overall risk and corporate governance framework
- The importance of Context in analysing the business
environment and key stakeholders
Activity: Identifying your Product Risks
Session Four
Preparing People for Incidents
• Personal and professional attributes for incident managers and facilitators
- Most companies select recall and crisis teams only on functional
roles – a range of personal attributes should also be taken into
account
• Roles and responsibilities for key staff
- Key responsibilities of the Recall/Crisis Coordinator
- Key Functional areas and their roles in recall situations
- Use of Consultants and Advisors
• Team management in crisis situations
- Team dynamics in crisis situations
- Personality types and their effect on team management
- Managing conflict
Session Five
Key Components of Effective Recall and Crisis Management Programs
• Prevention programs
- Overview of pre-requisite programs – risk management, quality
management systems, HACCP
• Incident Investigation and Analysis
- Managing customer and consumer complaints
- Non-conformance reporting and investigation
- Investigation tools and methodologies
- Conducting a Hazard Analysis
• Activity: Conduct a Hazard Analysis
• Risk Management and Decision-making
- Risk management concepts in crisis management
- Decision-making tools and processes
• Recall Strategy and Communications
- Developing key performance objectives for product recalls
- Recall/Crisis Management strategy
- Key stakeholders and management of their expectations
- Developing key messages
1) Reflecting strategy in messages
2) Audiences
3) The message house
- Constructing communications
1) Holding statements
2) Media statements
• Implementing Product Recalls
- Recall resources
1) Resources required for locating, retrieving, replacing, repairing,
modifying product in the market place
2) Product disposition, disposal and destruction requirements
• Information Management
- Information management processes for crisis teams
- Data collection and analysis
- Reporting systems and processes
• Monitoring effectiveness
• Continuous Improvement
- Reviewing Incidents and Near Misses
- Improving Processes
Activity: Recall Simulation
Participants will be involved in a realistic product recall simulation where
they try to prevent an incident escalating into a crisis .
DAY 1 DAY 2
Register Now
T: +603-2711 0701
F: +603-2711 0703
E: dillony@trueventus.com
PROGRAMME SCHEDULE
0830 Registration and coffee
0900 Morning session begins
1030 Morning networking break
1300 Networking luncheon
1400 Afternoon session begins
1530 Afternoon networking break
1730 Course concludes
Book and Pay before 30 NNov - USD1495, save USD500 pper delegate
Develop Your Program! All participants will be provided
with a template to use as a starting point for preparing your
Product Recall and Crisis Management Programs

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Product Recall & Crisis
Management REGISTER NOW
Dillon Yong
Tel: +603-2711 0701
Fax: +603-2711 0703
Email: dillony@trueventus.com
EXHIBITION OPPORTUNITIES
Limited packages are available. For
further details, contact Aravind Menon
+603-2711 0701
aravindm@trueventus.com
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COURSE FEES
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Book and pay before 30 Nov - USD1495, save USD500 per delegate
From 1 Dec, full price USD1995 per delegate
All options inclusive of course papers, luncheon and refreshments
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23 - 24 February 2011 | Parkroyal Hotel, Kuala Lumpur - MKT01
TERMS & CONDITIONS
1. The course fee is inclusive of the event proceedings,
materials, refreshments and lunch
2. Upon receipt of the completed registration form,
invoice will be issue. Trueventus request that all
payments be made within 5 working days of the
invoice being issued. Full payment must be received
prior to the event. Only delegates that have made
full payment will be admitted to the event.
3. Substitution & cancellations policy. Should the
registered delegate unable to attend, a substitute
delegate is welcome at no extra charge. Written
notifications of all substitutions is required 5 working
days prior to the event. Trueventus contracts carry
100% full liability upon receipt of registration.
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50% of cancellation fee will be charged under the
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Trueventus agrees to reserve the seat for the client
upon issuance of invoice. Upon signing of this
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Book and Pay before 30 NNov - USD1295, save USD500 pper delegate