WEBINAR: Critical CPSC Recall Update · WEBINAR: Critical CPSC Recall Update PLUS 5 Things You Need...
Transcript of WEBINAR: Critical CPSC Recall Update · WEBINAR: Critical CPSC Recall Update PLUS 5 Things You Need...
WEBINAR: Critical CPSC Recall Update PLUS 5 Things You Need to Know NOW to Avoid Product Safety Recalls, Fines and Collateral Brand Damage Presenters: Matt Howsare and Matt Smith
Presenters
Matt Howsare
• Mintz Levin partner • Co-chair of Mintz Levin’s
Consumer Product Safety group. • Former Chief of Staff at the
Consumer Product Safety Commission
Matt Smith
• Founder and chief strategist of ICIX • A recognized authority in supply chain risk
management and product safety • Champions industry-wide supply chain
solutions
Agenda
CPSC Update – Leadership Changes – What the CPSC announced last week – New requirements on recalls – General trends in fines and sanctions
Tips for doing recalls right Avoiding recalls in the first place Legal considerations and pitfalls Technology & processes that help avoid recalls
“There’s a consensus that the way the CPSC does recalls is a little outdated
in the era of Facebook and Instagram.”
CPSC Leadership Changes
• President Trump nominated acting chair Ann Marie Buerkle to be the permanent chair
• More changes are expected
Ann Marie Buerkle
Why the CPSC is Exploring How to Improve Recall Effectiveness
• Unanswered question: What is an effective recall? – Recall effectiveness metrics
• It isn’t good enough – Consumer return rates between 6% and 10% – ‘Recall fatigue’ appears to be a factor.
• Technological advances – Social media – Apple Pay, Google Wallet, loyalty programs, apps
• Ongoing issues & continuous improvement – Issues and effort to improve are not unique to CPSC
Matt Howsare
What changes in the recall process could companies see?
• Large emphasis on direct notification • Required use of social media if your company uses
social media for marketing • More detailed data analytics reporting
(email open rates, click rates, etc.) • Tiered recall system
Matt Howsare
The 3 most interesting things the CPSC said
• Only 46% of cases reported to the CPSC lead to a recall or recall alert
• Recall alerts average a 50% consumer response rate – Recall alerts allowed where company has 95%+ customer
contact information – Advantages to recall alerts
• On premises retail recall posters may soon be extinct.
Matt Howsare
Death of the Recall Poster?
“If a company uses social media to market its products, it must use at least two
social media platforms for recall notifications.”
Assessment of current and future trends
• How does the CPSC decide who should be fined? • How high will fines go? • How might recalls change in
the Trump administration?
Matt Howsare
Tips for doing recalls right
• Honesty and Transparency • Effective Communication
– Clear and concise language – Joint press release with CPSC – Direct to Consumer Notifications – Company Website – Social Media
• Remedy – Comprehensive and Easy
Matt Howsare
Avoiding recalls in the first place Critical to align your people and processes • Most important component:
– Train employees to send product safety information to the individual or team with responsibility and authority to act on it.
• Other Considerations – Obtain genuine senior management buy in. – Train the team with responsibility for product
safety on CPSC and Health Canada requirements. – Identify all potential inputs of product
safety information. – Audit and test your program to identify weaknesses.
Matt Howsare
Matt Smith
Avoiding recalls in the first place Technology you need to manage processes: • A comprehensive solution to give
you transparency across your products and supply chain
• Flexibility via configuration to accommodate process improvements
• Enterprise-grade security and scalability • A strategic approach across operations
Matt Smith
Leveraging Information To enable communications and help prevent recalls, you need: • Access to current information on
your products and supply chain • To efficiently gather and distribute information to
internal and external systems • A platform to analyze, predict and identify trends,
and aid process improvements
Q&A
Thank you!