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RQA, Inc.

Insurance Services

RQA, Inc. Insurance Services Delivering world class services to the food, beverage, personal care and consumer
RQA, Inc. Insurance Services Delivering world class services to the food, beverage, personal care and consumer
RQA, Inc. Insurance Services Delivering world class services to the food, beverage, personal care and consumer

Delivering world class services to the food, beverage, personal care and consumer products industries worldwide.

Services Delivering world class services to the food, beverage, personal care and consumer products industries worldwide.
Services Delivering world class services to the food, beverage, personal care and consumer products industries worldwide.
RQA, Inc. Founded in 1989, RQA delivers world class crisis management services to the food,
RQA, Inc. Founded in 1989, RQA delivers world class crisis management services to the food,
RQA, Inc. Founded in 1989, RQA delivers world class crisis management services to the food,
RQA, Inc. Founded in 1989, RQA delivers world class crisis management services to the food,

RQA, Inc.

Founded in 1989, RQA delivers world class crisis management services to the food, beverage, personal care, and consumer products industries, providing solutions from concept to consumption. We offer extensive expertise in crisis management and insurance services, which includes strategic consulting, risk mitigation, and risk assessment. With over 1000 incident responses to date, RQA offices around the world are positioned strategically to respond to your global concerns. Highly experienced local consultants, who are knowledgeable in your specific regulations, provide cost effective support. Internationally recognized laboratory partners support your analytical and microbiological testing needs. Wherever you work within your products’ life cycles, RQA is there with product development, quality assurance support, manufacturing services, consumer response, and crisis management capabilities.

Catlin Group Limited

Catlin Group Limited is a leading global specialty insurer and reinsurer that provides creative risk management solutions to clients worldwide. Throughout its history, Catlin has strived to build a business for the future through a firm commitment to disciplined underwriting and a forward looking approach to managing underwriting cycles. Catlin’s goal is to offer a consistent source of underwriting expertise and capacity to clients and their brokers through both hard and soft markets. Catlin strives to provide brokers and assureds with the same excellent level of service no matter where in the world they are located. Catlin has been assigned financial strength ratings of ‘A’ (Excellent) by A.M. Best and Standard & Poor’s has assigned the overall Lloyd’s market an insurer financial strength rating of ‘A+’ (Strong).

RQA, Inc. and Catlin Group Limited

Prevention, planning, and execution are essential components of successfully managing a product recall or crisis. Catlin Group Limited subscribes to this philosophy by offering their insured a 5% credit of the net premium that can be used towards crisis management services and consulting solutions provided by RQA, Inc. Clients have access to RQA’s full range of services 24/7/365. RQA, Inc. offers a comprehensive library of loss mitigating and incident response services outlined within this brochure. All services provided are strictly confidential between the insured and RQA, Inc.

Table of Contents

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Table of Contents 2 6 12 18 22 24 28 30 34 36 38 40 41
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Crisis Management
Product Recall
Food Defense
Complaint Sample Handling
Extortion
Supplier Management
HACCP
Audits
Customer Experience Management
Other Customized Services
Incident Response
Food Forensics
Crisis & Recall Response
Helpful Links
Service Summary
Crisis Management
Crisis
Management

Merriam Webster defines a crisis as “an unstable or crucial time or state of affairs in which a decisive change is impending; especially: one with the distinct possibility of a highly undesirable outcome”. A crisis is an unexpected and unpredictable incident that poses a threat to the organization, significant business interruption, and requires immediate and efficient decisions and actions. Most would say a crisis is inevitable, and there is no such thing as a business in which crises do not occur.

While prevention of a crisis is the ultimate goal, that is not always possible. Planning in advance is es- sential for an organization to be prepared in order to respond appropriately and promptly in a crisis situ- ation and minimize risk, turmoil, and damage. RQA, Inc. can help you be prepared for the unexpected by offering several crisis management services.

Crisis Management Plan Desk Top Reviewunexpected by offering several crisis management services. An RQA consultant will review your existing crisis

An RQA consultant will review your existing crisis management plan and procedures and provide a written report detailing strengths and specific rec- ommendations for improvement. This assessment is performed against industry best practices as well as current regulatory requirements and guidance of the applicable regulatory agency. In addition, after proposed changes have been incorporated into the crisis management plan, an RQA consultant will re- view the revised plan and make recommendations, as necessary.

Benefits toYour Company:

• Benchmarks your plan versus industry best practices and agency guidance and regulations

• Assesses supporting documentation and proce- dures

• Identifies gaps and improvement opportunities

Crisis Management Plan Development- dures • Identifies gaps and improvement opportunities If a company has not yet prepared a

If a company has not yet prepared a crisis management plan or needs significant re-drafting/ re-development of its crisis management plan, an RQA consultant will develop and prepare a crisis management plan that documents your corporate and/or business unit crisis management policies and procedures where a sudden crisis would cause

significant business interruptions and damage.

This includes an assessment of your organizational structure, manufacturing and distribution model, and standard operating procedures integral to successful crisis management. The purpose of

a crisis management plan is to outline potential

business risks and crisis incidents, identify the crisis management team, provide tools to aid decision making, guide actions essential for varying types of incidents, and provide a communication framework for reporting incidents internally and externally.The plan will be customized to your company, products, business, and potential crisis incidents that can affect your business, such as destructive fires, explosions, natural disaster, malicious product tampering, workplace violence, etc.

Benefits toYour Company:

• Delivers a plan that meets industry best practic- es and is in line with agency guidance and regu- lations

• Provides a guidance document to help your company through a crisis

a guidance document to help your company through a crisis Crisis Management Workshop A crisis management

Crisis Management Workshop

A crisis management workshop is a combination of

lecture and class participation activities. Each work- shop may be customized to your company, prod- ucts and processes and locations, as needed.

The following topics are covered:

• Crisis Defined

• Core and Supporting Programs

• Crisis Management Program

• Types of Crises and How to Handle EachType

• Business Impact Analysis

• Business Continuity Planning Basics

• Crisis Communication

and How to Handle EachType • Business Impact Analysis • Business Continuity Planning Basics • Crisis
and How to Handle EachType • Business Impact Analysis • Business Continuity Planning Basics • Crisis

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Who Should Attend? • All crisis management team core members and alternates • Extended team

Who Should Attend?

• All crisis management team core members and alternates

• Extended team members and internal subject matter experts (SMEs)

Benefits toYour Company:

• Provides information and tools to prepare you to respond appropriately and promptly to a crisis situation

• Allows you to assess and confirm your crisis management program and uncover any gaps - spark new ideas for improvement

Duration:

• 1 day (6 - 7 hours)

new ideas for improvement Duration: • 1 day (6 - 7 hours) Crisis Management Simulation A

Crisis Management Simulation

A crisis management simulation tests the overall

preparedness and effectiveness of your people, processes and systems and is customized to your company, locations, manufacturing and distribution model, and products. It is an interactive, “real” sce- nario, with pre-arranged escalations that are intro- duced throughout the day.

A simulation assesses the crisis management pro-

cess flow, decision making processes; team reac- tions, on-the-spot actions plans, and team roles, responsibilities, and interaction.

An RQA consultant will work with you to develop a realistic scenario that will be unknown to the crisis management team and will be introduced on the chosen day.

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management team and will be introduced on the chosen day. 4 There are three Simulations levels:
management team and will be introduced on the chosen day. 4 There are three Simulations levels:

There are three Simulations levels:

Level 1 Desk Top Round Table Discussions – The crisis management team is given scenarios (what would you do if…?) that are pertinent to your business and your locations. Scenarios are escalated and team’s reactions and responses are recorded then discussed to enforce positive reactions and address gaps or alternative ways of addressing the issues as they are presented. Business impact analysis and business continuity plans may be discussed.

Level 2 Classroom Style Simulation – This is a pre- determined crisis or combination of crises where the members of the crisis manage- ment team, their alternates, and other inter- nal/ external resources are tested. Dynamics of the group’s reactions and responses will be discussed and rated. Gaps are addressed and alternative ways of addressing the is- sues are presented. Business impact analy- sis and business continuity plans may be discussed.

Level 3 Interactive Crisis Management Drill – This is an advanced simulation with multiple esca- lations and challenges happening concur- rently. Local police or fire station officials may be involved based on their availability and cooperation. A building evacuation or stay in place drill may be tested. Mock media interation may be tested. Business impact analysis and business continuity plans may be discussed.

Who Should Attend?

• All crisis management team core members and alternates

• Extended team members and internal subject matter experts (SMEs)

Benefits toYour Company:

• Proactively tests your crisis management pro- gram:

– People (crisis management team, internal extended team, subject matter experts, and external team – anyone involved in the crisis management incident)

– Processes (crisis management plan and as- sociated procedures, communications, etc.)

– Systems (employee lists, consumer/custom- er hot line and database, product traceabil- ity, dark web site, etc.)

• Report provided that outlines strengths and ar- eas for improvement opportunities

Duration:

• Level 1:

• Levels 2 and 3:

1 day (6 - 7 hours)

1 - 2 days (6 - 14 hours)

2 and 3: 1 day (6 - 7 hours) 1 - 2 days (6 - 14

Post Crisis Assessments

Best-in-class crisis management programs include post crisis assessments to ensure the most effec- tive crisis management strategies are incorporated and used in the future. RQA recommends complet- ing a post crisis assessment within one month of a

significant crisis event.This includes all participants assembling to evaluate the series of events that led to the crisis, actions taken throughout the crisis, and strengths (what went well) and gaps (improvement opportunities) in the crisis management program. RQA consultants will facilitate the discussion by asking specific questions and documenting all re- sponses. Some of the main areas discussed include:

• Timing of Identifying the Significance of the Issue

• Evaluation of the Steps Leading to the Crisis

• Timing of Decisions and Who Made Decisions

• Evaluation of theTeam Dynamics and Response

• Health/Safety Hazard Evaluation

• Scope Determination

• Determination of Product Issues

• Product Traceability and Recall Actions, if neces- sary

• Business Impact Analysis

• Corrective Action Plans

• Business Continuity Plans, if necessary

• Communications Capabilities

• Need for Disaster Recovery Measures

• OtherTopics Related to the Specific Crisis

Who Should Attend?

• All crisis management team core members and alternates, and decision team members

• Extended team members and internal subject matter experts (SMEs) who participated in the event

Benefits toYour Company:

• Proactively assesses your internal crisis man- agement program

– People (crisis management team, decision team, internal extended team, subject mat- ter experts, and external team – anyone in- volved in actions taken prior to, during and after the event)

– Processes (crisis management plan and as- sociated procedures, communications tem- plates, etc.)

– Systems (ability to access data critical to the event in order to minimize losses and affect of the event on people, the company, other stakeholders, etc.)

• Documents strengths and improvement oppor- tunities

• Allows you to update your crisis management program (team, plan and process)

• Report provided that outlines strengths and ar- eas for improvement opportunities

Duration:

• 1 – 2 days (6 - 14 hours) – varies, depending on number of locations and personnel availability

• Could be done via phone or video conferencing

• Could be done via phone or video conferencing Other Customized Services Customized services will be

Other Customized Services

Customized services will be developed as request- ed and required by Client.

Planning in advance is essential for an organization to be prepared in order to respond appropriately and promptly in a crisis situation and minimize risk, turmoil, and damage.

be prepared in order to respond appropriately and promptly in a crisis situation and minimize risk,
be prepared in order to respond appropriately and promptly in a crisis situation and minimize risk,

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Product Recall
Product Recall

It is vital for all manufacturers and distributors to be able to successfully manage recalls, with the ultimate goal of protecting consumer health and safety.The key to successful recall management is preparation, which includes assigning a team, developing a plan, process and program, and testing them to assure they are kept current and are fully operational.

RQA, Inc. offers a variety of services to help you and your company prepare to successfully manage a re- call.

Recall Plan Desk Top Reviewand your company prepare to successfully manage a re- call. An RQA consultant will review your

An RQA consultant will review your existing recall plan and procedures and provide a written report detailing strengths and specific recommendations for improvement. This assessment is performed against industry best practices as well as applicable agency (e.g., FDA, USDA, CPSC, CFIA, etc.) regu- lations and guidance. In addition, after proposed changes have been incorporated into the recall plan, an RQA consultant will review the revised plan and make further recommendations, as necessary.

Benefits toYour Company:

• Benchmarks your plan versus industry best practices and agency guidance and regulations

• Substantially reduces the impact of a recall

• Assesses supporting documentation and pro- cedures (e.g., quality and safety policy, noncon- forming product control, traceability, consumer/ customer response process, etc.)

• Identifies gaps and improvement opportunities

Recall Plan Developmentetc.) • Identifies gaps and improvement opportunities If you have not yet prepared a recall plan

If you have not yet prepared a recall plan or your existing recall plan needs significant re-drafting/ re-development, an RQA Consultant will develop and prepare a recall plan that documents your cor- porate and/or business unit recall policies and pro- cedures within an industry “best practice” model.

This includes an assessment of your organizational structure, manufacturing and distribution models and standard operating procedures integral to suc- cessful recall management. The recall plan will in- clude references to pertinent regulatory agencies, regulations, guidance, definitions/terminology, and examples of communications templates. The plan will be customized to your company, products, and business.

Benefits toYour Company:

• Delivers a plan that meets industry best prac- tices and complies with agency guidance and regulations

• Provides a guidance document to help your company through a recall incident

document to help your company through a recall incident Recall Workshop A recall workshop is a

Recall Workshop

A recall workshop is a combination of lecture and class participation, such as trivia questions, group activities, case studies, mini simulations, and role plays. Each workshop may be customized to your company, products, and processes.

The following topics are covered:

• Recall Environment

– Recall Examples, Statistics and Impact

• Regulatory Framework

– Agencies, Regulations and Guidance

– Definitions/Terminology

• Best Practices in Recall Management

– Core and Supporting Programs

– Recall Program

• Crisis Communications

• Best Practices in Recall Management – Core and Supporting Programs – Recall Program • Crisis
• Best Practices in Recall Management – Core and Supporting Programs – Recall Program • Crisis

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Recall Process – Six Stages

Recall Process – Six Stages Who Should Attend? • All recall team core members and alternates

Who Should Attend?

• All recall team core members and alternates

• Extended team members and internal subject matter experts (SMEs)

Benefits toYour Company:

• Provides information and tools to help you suc- cessfully manage a product recall

• Allows you to assess and confirm your recall program and uncover any gaps - spark new ide- as for improvement

• Provides up-to-date regulatory information

Duration:

• 1 day (6 - 7 hours)

regulatory information Duration: • 1 day (6 - 7 hours) Recall Simulation A recall simulation tests

Recall Simulation

A recall simulation tests the overall preparedness

and effectiveness of your people, processes, and systems and is customized to your company, manu-

facturing and distribution models, and products. It

is an interactive, “real” scenario that assesses criti-

cal parts of recall management, including: initiation, investigation, escalation, health hazard assessment, scope and class determination, recall recommen- dation, decision making/approval, lot traceability, and internal/external communication capabilities.

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and internal/external communication capabilities. 8 The execution and termination stages (e.g., retriev- al,
and internal/external communication capabilities. 8 The execution and termination stages (e.g., retriev- al,

The execution and termination stages (e.g., retriev- al, disposition, replenishment, and effectiveness checks capability) may also be tested, depending on the simulation level you select. An RQA consultant will work with you to develop a realistic scenario that will be unknown to the recall team and will be introduced on the chosen day.

There are four simulation levels:

Level 1 Basic Simulation – The scenario developed for Level 1 is relatively simple, involving a single product and a single plant, and de- signed to test a portion of the recall pro- cess. The scenario is announced, so all par- ticipants are aware and have blocked their schedules. RQA consultants will provide an overview before starting the simulation and may provide a high level of coaching and guidance. This level is designed to be more like a training session; the entire core team will be involved throughout the day (as ob- servers) to learn about all stages and each person’s role in the recall action. There is no contact with the decision team and limited contact with the extended team or external subject matter experts.

Level 2 Standard Simulation – The scenario devel- oped for Level 2 involves one or more prod- ucts and plants but only one distribution/ sales channel/ division. It is designed to test a portion of the recall process. The scenario is announced, so all participants are aware and have blocked their schedules. RQA will provide an overview before starting the sim- ulation and will provide some coaching and guidance. The entire core team may be in- volved throughout the day (as observers) to learn about all stages and each person’s role in the recall action. There may be contact with the decision team and limited contact with the extended team or external subject matter experts. Escalations (potentially un- known to client) will be introduced.

Level 3 Advanced Simulation – The scenario devel- oped for Level 3 involves multiple products, plants and distribution/sales channels/divi- sions and is designed to test the entire re- call process. The scenario is unannounced, so participants are not aware and have not blocked their schedules (and may not be on site or available, which tests the ability of the alternates to step in). There is no over- view meeting; instead, team members will be contacted as they are needed for specific tasks or information. RQA consultants will provide limited coaching and will create mul- tiple escalations/ challenges (unknown to cli-

ent), which may include consumer hot line, agency, supplier, and media role plays. The decision team, extended team, and external subject matter experts will be involved.

Level 4 Premium Simulation – The scenario devel- oped for Level 4 is an extension of Levels 2 or 3 but involves multiple countries and more advanced or complicated issues.

Who Should Attend?

• All recall team core members and alternates

• Extended team members and internal subject matter experts (SMEs)

Benefits toYour Company:

• Proactively tests your internal recall program

– People (recall team, decision team, internal extended team, subject matter experts, ex- ternal team, and anyone involved in the re- call action)

– Processes (recall plan, associated proce- dures, communications templates, etc.)

– Systems (consumer/customer complaint hot line and database, product traceability and reconciliation, dark web site, etc.)

• Report provided that outlines strengths and ar- eas for improvement opportunities

Duration:

• Levels 1 – 2: 1 day (6 - 7 hours)

• Levels 3 – 4: 2 days (12 - 14 hours)

Protecting the health and safety of consumers is a company’s number one priority.

3 – 4: 2 days (12 - 14 hours) Protecting the health and safety of consumers
3 – 4: 2 days (12 - 14 hours) Protecting the health and safety of consumers
3 – 4: 2 days (12 - 14 hours) Protecting the health and safety of consumers
3 – 4: 2 days (12 - 14 hours) Protecting the health and safety of consumers

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On Site Recall Systems Audit RQA consultants will perform an on-site, one or two day
On Site Recall Systems Audit RQA consultants will perform an on-site, one or two day

On Site Recall Systems Audit

RQA consultants will perform an on-site, one or two day visit to one or more of your sites to interview key personnel involved in your recall program. The goal is to assess your recall team, recall-specific procedures, and systems and to challenge some of your people, processes and systems involved in the recall program to determine and advise whether there are opportunities for improvement.

Who Should Attend?

• All recall team core members, alternates, and decision team members

• Extended team members and internal subject matter experts (SMEs) – anyone who had a key role in the recall action

Benefits toYour Company:

• Proactively assesses your internal recall pro- gram

– People (recall team and decision team, inter- nal extended team, subject matter experts, external team, and anyone involved in the recall action)

– Processes (recall plan, associated proce- dures, communications templates, etc.)

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associated proce- dures, communications templates, etc.) 10 – Systems (consumer/customer complaint hot line and
associated proce- dures, communications templates, etc.) 10 – Systems (consumer/customer complaint hot line and

– Systems (consumer/customer complaint hot line and database, product traceability, dark web site, etc.)

• Documents strengths and improvement oppor- tunities

• Provides guidance for updating your recall pro- gram (team, plan and process)

• Report provided that outlines strengths and ar- eas for improvement opportunities

Duration:

• 1 day (6 - 7 hours) – varies, depending on num- ber of locations and personnel availability

on num - ber of locations and personnel availability Post Recall Assessment Best in class recall

Post Recall Assessment

Best in class recall management programs include post recall assessments after every recall action to ensure the most effective recall strategies are incorporated and used in the future. RQA recom- mends completing a post recall assessment within one month of recall termination. This includes all participants assembling to evaluate the recall’s suc- cess level and identify strengths (what went well) and gaps (improvement opportunities) in the recall program. RQA consultants will facilitate the discus- sion by asking specific questions and documenting all responses.

Some of the main areas discussed include:

• Handling and Escalation of Incidents

• Investigation Process

• Team Membership, Knowledge, Availability and Interaction

• Timing of Recall Decision

• Health/Safety Hazard Evaluation

• Scope Determination

• ProductTraceability

• Recall Effectiveness

• Corrective Action Plans

• Consumer Enquiries/Call Center Capabilities

• Communications Capabilities

Who Should Attend?

• All recall team core members, alternates, and decision team members

• Extended team members and internal subject matter experts (SMEs) who participated in the recall

Benefits toYour Company:

• Proactively assesses your internal recall pro- gram:

– People (recall team and decision team, internal extended team/subject matter experts, external team and anyone involved in the recall action)

– Processes (recall plan and associated procedures, communications templates, etc.)

– Systems (consumer/customer complaint hot line and database, product traceability, dark web site, etc.)

• Documents strengths and improvement oppor- tunities

• Provides guidance for updating your recall pro- gram (team, plan and process)

• Report provided that outlines strengths and ar- eas for improvement opportunities

Duration:

• 1 day (6 - 7 hours) – varies, depending on num- bers of locations and personnel availability

• Could be done via phone or video conferencing

• Could be done via phone or video conferencing Other Customized Services Customized services will be

Other Customized Services

Customized services will be developed as request- ed and required by Client.

conferencing Other Customized Services Customized services will be developed as request- ed and required by Client.
conferencing Other Customized Services Customized services will be developed as request- ed and required by Client.
conferencing Other Customized Services Customized services will be developed as request- ed and required by Client.
conferencing Other Customized Services Customized services will be developed as request- ed and required by Client.

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Food Defense
Food Defense

Food defense involves preventing or eliminating the deliberate or malicious contamination of food by biological, chemical, physical, nuclear, or radioactive agents. Most often, the objective of these events is to cause harm or disruption, but the objective may also include extortion.Three main categories are considered in food defense: external, internal, and personnel.

The FDA and the USDA/FSIS strongly encourage establishments to develop, write, implement, test, assess, and maintain a food defense plan.

The Public Health Security and Bioterrorism Preparedness and Response Act (The Bioterrorism Act of 2002) enacted after the events of September 11, 2001 reinforced the need to enhance the security of the United States. Congress responded by passing the Bioterrorism Act of 2002, which President Bush signed into law June 12, 2002. It is designed to protect the U.S. from bioterrorism. The law authorizes the U.S. Department of Health and Human Services (HHS) to take action to protect the nation’s food supply against the threat of intentional contamination. The Food and Drug Administration (FDA), as the food regulatory arm of HHS, is responsible for developing and implementing these food safety measures,

RQA, Inc. offers a variety of services to help you and your company assure you have an appropriate and robust food defense program in place.

an appropriate and robust food defense program in place. Food Defense Plan Desk Top Review An

Food Defense Plan Desk Top Review

An RQA consultant will review your existing food defense plan and procedures and provide a writ- ten report detailing strengths and specific recom- mendations for improvement. This assessment is performed against industry best practices as well as current regulatory requirements of the applica- ble regulatory agency. In addition, after proposed changes have been incorporated into the food de- fense plan, an RQA consultant will review the re- vised plan and make recommendations, as neces- sary.

Benefits toYour Company:

Benchmarks your plan versus industry best practices and agency regulations and guidance

• Assesses supporting documentation and procedures

• Identifies gaps and improvement opportunities

procedures • Identifies gaps and improvement opportunities Food Defense Audit/Risk Assessment The most effective food

Food Defense Audit/Risk Assessment

The most effective food defense audits and risk assessments take into consideration the threats, vulnerabilities, consequences, and probabilities associated with specific companies, sites/locations, and/or areas. Food defense issues are addressed in three major categories: external, internal, and personnel.

Before the on-site audit/risk assessment, an RQA consultant will obtain a history of the organization’s culture in order to identify particular situations or areas of concern and to identify facilities, items, equipment, information, or personnel which will be the focus of the food defense audit/risk assessment. If the food defense plan desk top review has not already been completed, the RQA consultant will also request a copy of the food defense plan, location schematics/ floor plans, and other specifics (e.g., size and location of property, surrounding areas, number and type of employees, products, manufacturing and distribution models, etc.).

Benefits toYour Company:

• Provides a risk assessment of your current food defense plan

• Identifies gaps and improvement opportunities

• Report will be provided that outlines strengths and areas for improvement opportunities

Duration:

• Audit/Risk Assessment – varies, depending on scope

strengths and areas for improvement opportunities Duration: • Audit/Risk Assessment – varies, depending on scope 13
strengths and areas for improvement opportunities Duration: • Audit/Risk Assessment – varies, depending on scope 13

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Food Defense Workshop This workshop includes the following topics: • Global Impact of Food Defense
Food Defense Workshop This workshop includes the following topics: • Global Impact of Food Defense

Food Defense Workshop

This workshop includes the following topics:

• Global Impact of Food Defense

• Food Defense Strategies

• Roles of Government and Private Sectors

• Food Defense Regulations and Guidance

• Introduction to Risk Management

• How to Build an Effective Food Defense Program

Participants will participate in group exercises, case studies, vulnerability/risk assessments, and build the foundation of a food defense plan. The vulnerability/ risk assessment and building the food defense plan exercises may be based on a fictitious plant or your own facility.This will be determined in the planning process.

Who Should Attend?

• All food defense team members and alternates

Benefits toYour Company:

• By having a food defense plan, you will contrib- ute to a safer and more secure food supply. You will also protect public health, your employees, and your livelihood

• A functional food defense plan may reduce the risk of unsafe product, economic loss, theft, need for additional regulation on food defense, and company liability

Duration:

• Varies, depending on scope: 4 to 7 hours

• Customized to your company’s needs

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4 to 7 hours • Customized to your company’s needs 14 Food Defense Program Development Phase
4 to 7 hours • Customized to your company’s needs 14 Food Defense Program Development Phase
4 to 7 hours • Customized to your company’s needs 14 Food Defense Program Development Phase

Food Defense Program Development

Phase 1: Food Defense Plan Development

If your company has not prepared a food defense

plan or your food defense plan needs significant improvements, an RQA Consultant will work with you to complete a corporate-level food defense plan, conduct site vulnerability/risk assessments (as needed), and assist in developing a strategic food defense program, based on your company’s needs and relevant agency guidance and regulations. RQA consultants will help you develop a food defense program that documents your corporate and/or business unit food defense policies and procedures in an industry “best practice” model. The plan will be customized to your company, products and business.

Phase 2: Vulnerability/Risk Assessment

A vulnerability/risk assessment is a key part to de-

veloping site-specific food defense plans that roll up to the corporate-level food defense plan.

RQA consultants will provide a template and pro- cess to complete vulnerability/risk assessments that are site specific, based on:

• Identifying vulnerable points at the establishment

• Determining the risk level for each vulnerable point

• Developing defense measures at vulnerable points identified as high risk

• Assisting to identify control measures (from simple to complex and from low to high cost)

• Creating a written plan to document the vulner-

able areas and the identified control measures

• Consulting/assisting to implement the control measures, providing training, developing a roll- out strategy (if multiple locations are involved), and providing other support, as needed

Phase 3: Enhancement Strategies RQA will assist you to implement food defense en- hancement strategies to prevent, deter and mitigate loss.These strategies may include policies and pro- cedures upgrades, staff training, and supplier re- quirements for integrated food defense upgrades.

Benefits toYour Company:

• Delivers a plan that meets industry best prac- tices and is in line with agency regulations and guidance

• By having a food defense program, you will con- tribute to a safer and more secure food supply. You will also protect public health, your employ- ees, and your livelihood

• A functional food defense plan may also reduce the risk of unsafe product, economic loss, theft, need for additional regulation on food defense, and company liability

Duration:

• Varies, depending on scope:

– Corporate Level Plan (3 – 5 days)

– Vulnerability/Risk Assessment (1 day per site)

– Enhancement Strategies (varies, depending on scope)

• These services may be combined with the Food Defense Workshop

services may be combined with the Food Defense Workshop Food Defense Simulation A food defense simulation

Food Defense Simulation

A food defense simulation tests the overall preparedness and effectiveness of your people, processes, and systems and is customized to your company, manufacturing and distribution models, and products. It is an interactive, “real” scenario, which typically begins with receiving initial information about an intentional threat that warrants a preliminary assessment. An RQA consultant will work with you to develop a realistic scenario and escalations.

Three levels are available, and all will be customized:

Level 1 Basic Simulation – Deals with a relatively “common” situation that will be confined to the core food defense team (and other, selected participants). No internal escalation or external resources will be needed. This level may also involve a table top exercise of multiple situations for team deliberation. Level 1 will be “announced” to team members, and all participants will block their schedules for a classroom-type session. The simulation will begin with an overview and then proceed with introduction of the scenario and escalations. RQA will provide extensive guidance, if needed.

Level 2 Complex Simulation – May start as a simple event and escalate to a complicated situation that involves internal escalation, containment, external resource consultation, and extensive cross-functional resource participation. Senior leadership will

external resource consultation, and extensive cross-functional resource participation. Senior leadership will 15
external resource consultation, and extensive cross-functional resource participation. Senior leadership will 15
external resource consultation, and extensive cross-functional resource participation. Senior leadership will 15
external resource consultation, and extensive cross-functional resource participation. Senior leadership will 15

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be involved. You may also choose to involve external resources, such as local law enforcement,

be involved. You may also choose to involve external resources, such as local law enforcement, the FBI, and external consultants. Level 2 may be announced to some team members. RQA consultants will observe how you react to the event and will provide limited guidance/direction.

Level 3 Advanced Simulation, Simulated Criminal Trespass and Exploitation (Red Cell) – If you want to test the reliability of your existing physical security operations, to include your guard service, specialized RQA consultants with extensive experience with U.S. and international law enforcement, U.S. military, and intelligence agencies can conduct realistic scenarios to do just that. Our personnel can tailor their efforts to the level of sophistication of your systems and test the requirements you demand of your security personnel, intrusion, and access control systems. RQA consultants are capable of running intelligence operations against your security staff and key personnel to determine their vulnerabilities. Additionally, they test the susceptibility of your facilities to penetration by actual human trespass attempts in order to help you assess the true reliability of the systems you have in

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assess the true reliability of the systems you have in 16 place. Level 3 will be
assess the true reliability of the systems you have in 16 place. Level 3 will be

place. Level 3 will be “unannounced” to team members, but a general timeframe and specific protocols/rules will be agreed upon before the event.

Note: Any combination of Levels 1 – 3 may be customized to your needs.

Who Should Attend?

• All food defense core team members and alternates

• Extended team members and internal subject matter experts (SMEs) (as needed)

• Senior management (as needed)

• External resources (as needed)

Benefits toYour Company:

• Assesses critical parts of your food defense program, including the initiation, investigation, escalation, communication, and decision making processes, and team roles, responsibilities and interaction

• Proactively tests your internal food defense program – People (food defense team and decision team, security personnel, internal extended team, subject matter experts, external team, and anyone involved in the food defense event)

– Processes (food defense plan, associated procedures, visitor/contractor access con- trol, communications processes, external resources network/ relationship with first re- sponders, etc.)

– Systems (intrusion and access control systems, monitoring systems, phone/IVR/ call center, etc.)

• Report provided that outlines strengths and areas for improvement opportunities

Duration:

• Varies, depending on scope

• Levels 1 and 2: 1 – 1.5 days

• Level 3: 2 days (1 day of intelligence gathering per facility and 1 day of attempts to penetrate per facility)

facility and 1 day of attempts to penetrate per facility) Food Defense Post-Incident Assessment After a

Food Defense Post-Incident Assessment

After a threatened or actual food terrorism event, RQA consultants can help you complete a gap analysis to assess the vulnerable areas, the controls already identified in your food defense plan, and any other vulnerable areas identified during the food terrorism event.

This is a customized service, depending on the situ- ation, and may include one or more of the service offerings already discussed, such as employee in- terviews, a food defense audit/risk assessment, a vulnerability/risk assessment of specific locations and/or areas, and assistance to implement enhance- ment strategies to your food terrorism program to ensure the most effective food defense strategies are incorporated to mitigate associated risks.

RQA recommends completing a post-incident as- sessment as soon as possible, but at least within one month of the food terrorism event. This in- cludes all participants assembling to evaluate the event and identify strengths (what went well) and gaps (improvement opportunities) in the food de- fense program. RQA consultants will facilitate the discussion by asking specific questions and docu- menting all responses.

Who Should Attend?

• All food defense core team members and alternates

• Extended team members and internal subject matter experts (SMEs) who participated in the food defense event

Benefits toYour Company:

• Re-assesses and reviews your food defense program

• Confirms control measures already in place

• Documents strengths and improvement opportunities

• Identifies vulnerable areas

• Provides a road map for implementing new control measures

• Provides guidance for updating your food defense program

• Report provided that outlines strengths and areas for improvement opportunities

Duration:

• Varies, depending on scope

opportunities Duration: • Varies, depending on scope Other Customized Services Customized services will be

Other Customized Services

Customized services will be developed as requested and required by Client.

A function food defense plan may reduce the risk of:

unsafe products, economic loss, theft, need for additional regulation of food defense, and company liability.

risk of: unsafe products, economic loss, theft, need for additional regulation of food defense, and company
risk of: unsafe products, economic loss, theft, need for additional regulation of food defense, and company

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Complaint Sample Handling
Complaint
Sample Handling

Companies do not need to understand the technical aspects of a forensic analysis, but it is essential they understand the resources available and the benefits a rigorous scientific analysis can provide. Proper analysis of a complaint or recall sample can provide facts that, with proper interpretation, can in many cases lead to the firm resolution of an investigation.

While it is one thing for a consumer to base a claim on a hunch (experience has shown that these are often wrong), it is quite another for a food company, facing potential litigation, to proceed without knowing exactly what they are dealing with. RQA, through partnership with Microtrace, LLC, offers a series of workshops that help companies understand the importance of complaint or recall sample handling and analysis.

of complaint or recall sample handling and analysis. Workshop: Complaint Sample Handling and Analysis for

Workshop: Complaint Sample Handling and Analysis for Non-Scientists

What can be done about complaint sample handling and analysis and how does one go about it and why does it matter? Proper analysis of a complaint or recall sample can provide facts that, with proper interpretation, can in many cases lead to the firm resolution of an investigation. In contrast, poor chains of custody, sample handling, or analysis can result in misleading results or jeopardize sample integrity, which may lead to negative legal ramifications. Rather than a technical scientific discussion, this workshop will focus on the motivations that define best practices related to the pick-up, handling, analysis and interpretation of complaint samples.

The following topics are covered:

• Initial pick-up. Chain of custody, sample preservation, proper packaging.

• Laboratory selection. Not all laboratories are equal. Why in house labs are not necessarily the best choice for complaint sample analysis.

• Initial sample evaluation. Preserving evidence and determining a course of analysis.

• Focusing the investigation. What can be learned from a sample? How far can (or should) an investigation be taken?

• Laboratory Workshop. Attendees will use a stereo microscope to see for themselves the types of information that can be obtained from a basic examination.

• Expert reporting. Facts versus interpretation. Ensuring laboratory results are documented, legally supportable, reviewable, and reproducible.

• Rebuttal of opposing analyses. Evaluating the quality of another report, and the ways in which to look at data from opposing counsel.

Who Should Attend?

• Legal, Quality Control, Risk Management, Operations, Other SMEs

Benefits toYour Company:

• Provides information and tools to help you understand the importance of complaint sample handling and analysis.

• Allows you to assess and confirm your complaint handling procedures to protect your company.

Duration:

• 1 day (7-8 hours)

you to assess and confirm your complaint handling procedures to protect your company. Duration: • 1
you to assess and confirm your complaint handling procedures to protect your company. Duration: • 1

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Workshop: Basics of Complaint Sample Analysis. Most labs are set up for specific purposes and
Workshop: Basics of Complaint Sample Analysis. Most labs are set up for specific purposes and

Workshop: Basics of Complaint Sample Analysis.

Most labs are set up for specific purposes and are not equipped to work with or think about foreign matter examination.Those that are set up for such a purpose may not be aware of everything that can or should be done when handling a sample. This technical course will provide an introduction to the types of information that can be obtained from consumer complaint samples through basic analyses that require a minimal amount of analyti- cal equipment.

The following topics are covered:

• Chain of custody

• Proper and meaningful documentation

• Standard operating procedures versus thoughtful analysis

• Evidence spoliation concerns and issues

• Laboratory exercises on sample analysis. Details will vary with the affiliation of the attendees.

• (Optional) Examination of samples brought by attendees.

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(Optional) Examination of samples brought by attendees. 20 Who Should Attend? • Quality Assurance, Quality Control,
(Optional) Examination of samples brought by attendees. 20 Who Should Attend? • Quality Assurance, Quality Control,

Who Should Attend?

• Quality Assurance, Quality Control, Plant Laboratory Scientist andTechnicians, Operations

Benefits toYour Company:

• Provides information and tools to help you understand the importance of complaint sample handling and analysis.

• Allows you to assess and confirm your complaint handling procedures to protect your company.

Duration:

• 2 days (14-16 hours)

Workshop: Advanced Complaint Sample Analysis. This advanced course will be customized to the particular needs

Workshop: Advanced Complaint Sample Analysis.

This advanced course will be customized to the particular needs of the attendees with a goal of de- veloping advanced skills in particular areas of com- plaint sample analysis. Courses will be customized to the particular industry and types of materials encountered.

Advanced topics would include approaches to source attribution, report writing and wording, and advanced analytical techniques (sample prepara- tion, polarized light microscopy, microchemical methods, SEM/EDS, FTIR, GC/MS, etc.).

Who Should Attend? • Quality Assurance, Quality Control, Plant Laboratory Scientist andTechnicians

Benefits toYour Company:

• Provides information and tools to help you understand the importance of the technical side to complaint sample handling and analysis.

• Allows you to assess and confirm your technical complaint handling procedures to protect your company.

• Provides guidance on report writing and wording for optimal understanding of sample analysis.

Duration:

• 2-5 days (14-40 hours)

About the Instructors.

Workshops are taught and designed by Microtrace LLC and Food Forensics LLC scientists who have extensive background in foreign matter identifica- tion and source attribution and legal consulting and support. Microtrace scientists actively practice, teach and testify in these matters.

and legal consulting and support. Microtrace scientists actively practice, teach and testify in these matters. 21
and legal consulting and support. Microtrace scientists actively practice, teach and testify in these matters. 21
and legal consulting and support. Microtrace scientists actively practice, teach and testify in these matters. 21

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Extortion
Extortion

The most effective security risk assessments take into consideration the threats, vulnerabilities, consequences, and probabilities.

effective security risk assessments take into consideration the threats, vulnerabilities, consequences, and probabilities.

Could your organization competently respond if it became a victim of extortion or terrorism or if a key senior employee were kidnapped in the United States or kidnapped and detained in a foreign coun- try? RQA consultants will work with your organiza- tion to develop or enhance response plans and pro- cedures that will effectively mitigate losses due to such incidents. Also, should an incident of this na- ture occur, RQA consultants have ample experience to provide expert advice with regard to critical inci- dent response procedures that are comprehensive. RQA will successfully guide your organization’s ef- forts internally and through the maze of external forces, such as law enforcement, emergency man- agement, other government, and private agencies in order to keep your business functioning while maintaining a positive public image.

RQA will conduct a vulnerability assessment of cor- porate assets and security systems, and upon re- quest, can perform a vulnerability assessment of the residences of key corporate executives to deter- mine adequacy of security systems.

executives to deter- mine adequacy of security systems. Security Risk Assessment The most effective security risk

Security Risk Assessment

The most effective security risk assessments take into consideration the threats, vulnerabilities, con- sequences, and probabilities. Physical security is-

sues are addressed in three major categories: exter- nal, internal and personnel.

An RQA consultant will obtain a history of the or- ganization’s culture in order to identify particular situations or areas of concern and to identify fa- cilities, item, equipment, information, or personnel which will be the focus of the security risk assess- ment. A written report will identify the risk factors for current risk mitigating measures in place as well as a gap analysis and areas of opportunity for im- provement. RQA can also assist the client with im- plementation of security enhancement strategies, if they are needed, to prevent, deter, and mitigate loss.These strategies may include policies and pro- cedures upgrades, staff training, supplier require- ments for integrated security upgrades, or for new system quality and quantity requirements.

or for new system quality and quantity requirements. Other Customized Services Customized services will be

Other Customized Services

Customized services will be developed as requested and required by Client.

RQA consultants will work with your organization to develop or enhance response plans and procedures that will effectively mitigate losses due to extortion or terrorism.

develop or enhance response plans and procedures that will effectively mitigate losses due to extortion or
develop or enhance response plans and procedures that will effectively mitigate losses due to extortion or

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Supplier Management
Supplier
Management

A Supplier Management Program is a strategic business initiative and not just a purchasing or quality program. A company evaluates the materials it is sourcing and performs an assessment to rank the materials and suppliers by risk element. This progresses to a qualification process then to on-going supplier management.

RQA, Inc. offers a variety of services to help you and your company implement best practices in global supplier management, including supplier rank- ing and risk assessment, supplier remediation and qualification, supplier audits, on-going relationship management, and other customized services. Each

of the standard services may be customized to your

specific requirements.

services may be customized to your specific requirements. Supplier Ranking and Risk Assessment An RQA consultant

Supplier Ranking and Risk Assessment

An RQA consultant will work with you to develop

a customized supplier risk assessment program,

beginning with a prioritization and ranking process

to determine the “higher” risk suppliers. This is fol-

lowed by one or more phases to assess overall risk

and identify suppliers needing remediation or fur- ther evaluation and/or support.

Phase 1: Prioritization and Ranking The first step involves prioritizing and ranking your suppliers. Several factors are considered, such as the source, the types of raw materials or packag- ing components, and how the raw materials and packaging components are used in your products (e.g., primary, secondary and tertiary). The raw ma- terials and packaging components that are used in or come in contact with your products are higher priorities. This ranking process will help assure that you focus on your most critical suppliers.

Several key areas will be considered, such as:

• Specialty or commodity

• Sole sourced or multiple suppliers

• Geographical elements – regional risks/local sourcing

• Current or emerging regulatory requirements

• Known “high risk” raw materials or packaging components

Phase 2: Questionnaire An RQA consultant will work with you to develop a supplier questionnaire. The specific items will be customized to your requirements in order to under- stand if the suppliers have the basic components you require of a quality and safety system (e.g., re- call plan, food defense plan, HACCP plan, third par- ty audits, crisis management plan, allergen control, nonconforming products control, etc.).

Phase 3: Desk Top Review of Documents RQA will review the provided documents and com- plete a high-level, overall assessment, using a pre- defined template.

The output of the three-phased supplier ranking and risk assessment is a summary report, which provides a score for each supplier and an overall risk ranking.

An RQA consultant will work with you to develop a customized supplier risk assessment program.

an overall risk ranking. An RQA consultant will work with you to develop a customized supplier
an overall risk ranking. An RQA consultant will work with you to develop a customized supplier

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RQA can also manage the supplier ranking and risk assessment program for you by working

RQA can also manage the supplier ranking and risk assessment program for you by working directly with your suppliers to request, receive, and review the required documents.

Benefits toYour Company:

• Identifies high risk suppliers

• Provides a road-map for further supplier selection and approval

• Identifies gaps and improvement opportunities

• Enhances supplier relationships

• Lowers risk of quality and safety issues

Duration:

• Varies, depending on scope

and safety issues Duration: • Varies, depending on scope Supplier Remediation and Qualification After the risk

Supplier Remediation and Qualification

After the risk assessment is completed, an RQA consultant will work with you to develop custom programs for the higher risk suppliers needing re- mediation, qualification, or further support. The customized supplier remediation plan may include training, on-site consulting, or specific program de- velopment. It may also include a recommendation for full qualification or re-qualification. RQA can rec- ommend which areas should be considered in the qualification process, such as:

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be considered in the qualification process, such as: 26 • Financial/business stability assessment • Regulatory
be considered in the qualification process, such as: 26 • Financial/business stability assessment • Regulatory

• Financial/business stability assessment

• Regulatory history

• Insurance status

• Disaster recovery

• Unique risks due to material type or geography

• Third party or internal company audit results

• Contractual requirements: Continuing Product Guarantee, Pure Food Warranty, Certificate of Analysis

• Pre-production approval (R&D sample analysis, etc.)

• Production approval/plant trials

• Qualification (approval) criteria and disqualifica- tion criteria

Benefits toYour Company:

• Provides a road-map for further supplier selection and approval

• Identifies gaps and improvement opportunities

• Enhances supplier relationships

• Helps assure your supplier base has quality and safety standards that meet your company’s re- quirements, industry’s requirements, and regu- latory requirements

• Lowers risk of quality and safety issues

Duration:

• Varies, depending on scope

As global sourcing continues, it is critical to be confident in your suppliers – that they are delivering products that meet your specifications and are guaranteed to be safe.

Supplier Auditsthat meet your specifications and are guaranteed to be safe. Many standard types of supplier audits

Many standard types of supplier audits are avail- able, and custom audits can be conducted, based on the outcome of the Risk Assessment or your spe- cific requirements.

Supplier Risk Assessmentof the Risk Assessment or your spe- cific requirements. The supplier risk assessment program is a

The supplier risk assessment program is a two

phased process. These two phases result in an overall score and risk rating for each supplier. This

is used to determine which suppliers need further

review.

Phase 1: Questionnaire

A supplier completed questionnaire is scored. This

gives the initial risk assessment.

Phase 2: Desk Top Audit

A desk top audit is conducted of key areas or docu-

ments determined by the Client, such as the recall plan, the HACCP plan and the last audit.This review could include a sub-set of suppliers (the highest risk) or all suppliers.

On-going Relationship Management:a sub-set of suppliers (the highest risk) or all suppliers. As global sourcing continues, it is

As global sourcing continues, it is critical to be confident in your suppliers – that they are deliver- ing products that meet your specifications and are guaranteed to be safe. This requires knowing your suppliers and assuring they have a culture that in- cludes the appropriate level of quality and safety standards.

RQA can help you develop an ongoing supplier re- lationship management program and recommend

the critical areas that should be included, such as:

• Certificate of Analysis/Certificate of Compliance

• Complaint/incident management systems

• Annual third party or internal audits

• Approval status based on performance, e.g. “Conditional/ Approved/Preferred”

• Defined strategy for supplier selection for “Preferred” status

• Contractual requirements for qualification, approval status and improvement

• Score cards and metrics

Other Customized Servicesapproval status and improvement • Score cards and metrics Customized services will be developed as request-

Customized services will be developed as request- ed and required by the Client.

and metrics Other Customized Services Customized services will be developed as request- ed and required by
and metrics Other Customized Services Customized services will be developed as request- ed and required by
and metrics Other Customized Services Customized services will be developed as request- ed and required by
and metrics Other Customized Services Customized services will be developed as request- ed and required by

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HACCP
HACCP

Hazard Analysis & Critical Control Points (HACCP) is a management system in which food safety is addressed through the analysis and control of biological, chemical and physical hazards throughout the supply chain. HACCP is highly recommended for all food products as a way to ensure food safety by proactively identifying hazards and putting controls in place to prevent them.

RQA, Inc. offers a variety of services to help you and your company assure you have an appropriate HACCP Program in place.

HACCP Program Auditassure you have an appropriate HACCP Program in place. The RQA HACCP program audit is designed

The RQA HACCP program audit is designed to evaluate your company’s HACCP plan at specific locations. The audit process evaluates the plan against the critical control points and compliance to plan at the specific location. The HACCP program audit is based on HACCP system guidelines and industry best practices.

Benefits toYour Company:

• Identifies food safety improvement opportunities

HACCP Plan Desk Top Review• Identifies food safety improvement opportunities An RQA consultant will review your existing HACCP Plan and

An RQA consultant will review your existing HACCP Plan and procedures against industry best practices and current regulatory requirements.

Benefits toYour Company:

• Identifies food safety improvement opportunities

• Identifies food safety improvement opportunities HACCP Development Plan If a company has not yet prepared

HACCP Development Plan

If a company has not yet prepared site-specific HACCP plans or the plans need significant improvements, an RQA consultant will develop and prepare a new plan that documents your corporate and/or business unit HACCP policies and procedures. This service includes an on-site risk assessment of your manufacturing operations and standard operating procedures integral to a successful HACCP program.

Benefits toYour Company:

• Provides an industry “best practice” HACCP plan that incorporates agency regulations

practice” HACCP plan that incorporates agency regulations Introduction to HACCP Workshop The objectives of this

Introduction to HACCP Workshop

The objectives of this workshop are to introduce the topic and to summarize the key components of a HACCP program. Participants will leave with an understanding of HACCP, including basic elements,

history, HACCP vs. traditional programs, importance of HACCP for food safety, HACCP methodology, HACCP 7 principles, and HACCP’s impact to global trade, industry and your company.

Who Should Attend?

• All food handlers in food manufacturing operations and employees responsible for HACCP and food safety

Benefits toYour Company:

• Participants develop the requisite knowledge and practical skills to implement a HACCP plan in their workplace and be an integral part of your HACCP team

Duration:

• 1 day (6 - 7 hours)

Advanced HACCP Workshoppart of your HACCP team Duration: • 1 day (6 - 7 hours) This interactive workshop

This interactive workshop builds upon basic knowledge of HACCP principles. Participants should have prior knowledge of HACCP and experience in writing and using a HACCP Plan.

Who Should Attend?

• All food handlers in food manufacturing opera- tions and employees responsible for HACCP and food safety

Benefits toYour Company:

• Participants learn how to understand and control difficult food safety challenges, how to apply science-based risk assessments, and how to fine-tune their HACCP plan

Duration:

• 1.5 days (9 - 11 hours)

Other Customized Servicestheir HACCP plan Duration: • 1.5 days (9 - 11 hours) Customized services will be developed

Customized services will be developed as requested and required by Client.

(9 - 11 hours) Other Customized Services Customized services will be developed as requested and required
(9 - 11 hours) Other Customized Services Customized services will be developed as requested and required

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Audits
Audits

An audit of your company’s operations can offer valuable data that allows a company to identify gaps in its operations and enact corrective measures. An audit also gives a company a tool to make improvements in its operations.

RQA offers several audits done by knowledgeable, objective, effective and efficient auditors, who have extensive years of industry experience. RQA auditors will determine to what extent your operations and quality systems achieve their objectives, conform to industry best practices, and comply with regulatory requirements. These audits can be performed in most parts of the world.

Supplier Risk AssessmentThese audits can be performed in most parts of the world. The supplier risk assessment program

The supplier risk assessment program is a two

phased process. These two phases result in an overall score and risk rating for each supplier. This

is used to determine which suppliers need further

review.

Phase 1: Questionnaire

A supplier completed questionnaire is scored. This

gives the initial risk assessment.

Phase 2: Desk Top Audit

A desk top audit is conducted of key areas or docu-

ments determined by the company, such as the re- call plan, the HACCP plan and the last audit. This review could include a sub-set of suppliers (the highest risk) or all suppliers.

Supplier-GMP-HACCP Audits (Supplier Certification)a sub-set of suppliers (the highest risk) or all suppliers. The RQA supplier GMP/HACCP audit is

The RQA supplier GMP/HACCP audit is designed to provide an overview GMP/HACCP evaluation of

facilities that manufacture raw material components. The audit process evaluates the supplier’s product safety programs and can provide technical assistance to help develop a formal, documented supplier approval and evaluation program.

HACCP Program Auditformal, documented supplier approval and evaluation program. The RQA HACCP program audit is designed to eval-

The RQA HACCP program audit is designed to eval- uate your company’s HACCP plan at specific loca- tions. The audit process evaluates the plan against the critical control points and compliance to plan at the specific location. The HACCP program audit is based on HACCP system guidelines and industry best practices.

Food Safety Quality Systems Auditson HACCP system guidelines and industry best practices. The RQA food safety and quality system (FSQS)

The RQA food safety and quality system (FSQS) audit is designed to provide a thorough evaluation of facilities that manufacture, process, package, or hold food products. Facilities are evaluated in key areas: food safety, quality systems, food security, and supplemental programs. The RQA FSQS audit is primarily based upon U.S. FDA Good Manufacturing Practices (21 CFR 110), HACCP system guidelines (NACMCF, Codex), and food industry best practices.

An audit also gives a company a tool to make improvements in their operations.

and food industry best practices. An audit also gives a company a tool to make improvements
and food industry best practices. An audit also gives a company a tool to make improvements

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BRC/SQF/ISO 22000 Audits RQA consultants can help you prepare for BRC, SQF, or ISO 22000

BRC/SQF/ISO 22000 AuditsRQA consultants can help you prepare for BRC, SQF, or ISO 22000 certification by performing

RQA consultants can help you prepare for BRC, SQF, or ISO 22000 certification by performing an audit of the requirements for one of these specific programs. The RQA audit will determine whether or not your company meets the requirements for each key element of the specific food safety management system – BRC, SQF, or ISO 22000. The results of this audit allow your company to address any gaps before applying for certification.

Foreign Material Auditsto address any gaps before applying for certification. Foreign material audits are site and identity-specific,

Foreign material audits are site and identity-specific, related to the materials in question.

and identity-specific, related to the materials in question. Food Defense Audits Food defense audits are hazard-based

Food Defense Audits

Food defense audits are hazard-based assessments performed to determine the risk of malicious product tampering and related extortion. The audit assesses risks related to physical external and internal vulnerabilities as well as risks and vulnerabilities related to people. Consulting on provisions for malicious product tampering within existing contingency plans is provided.

tampering within existing contingency plans is provided. Fresh Produce Audit The RQA fresh produce audit is

Fresh Produce Audit

The RQA fresh produce audit is designed to provide a thorough evaluation of facilities that manufacture, process, package, or hold food products. Facilities are evaluated in two key areas: food safety and quality systems. The RQA fresh produce audit is primarily based upon U.S. FDA Good Manufacturing Practices (21 CFR 110), HACCP system guidelines (NACMCF, Codex) and food industry best practices.

Good Agricultural Practices Audit(NACMCF, Codex) and food industry best practices. The RQA agriculture inspection audit is designed to provide

The RQA agriculture inspection audit is designed to provide a thorough assessment of sites that grow, process, package or hold raw agriculture produce. The RQA good agricultural practices audit is primar- ily based upon the U.S. FDA Good Manufacturing Practices (21 CFR 110), HACCP system guidelines (NACMCF, Codex), good agricultural practices, and industry best practices.

good agricultural practices, and industry best practices. Health and Personal Care Products Audit The RQA health

Health and Personal Care Products Audit

The RQA health and personal care products audit is designed to provide a thorough evaluation of facilities that manufacture, process, package, or

RQA auditors will determine to what extent your operations and quality systems achieve their objectives, conform to industry best practices, and comply with regulatory requirements.

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quality systems achieve their objectives, conform to industry best practices, and comply with regulatory requirements. 32
quality systems achieve their objectives, conform to industry best practices, and comply with regulatory requirements. 32

hold personal care products. Facilities are evaluated in two key areas: inspection and quality systems. The RQA personal care products audit is primarily based upon U.S. FDA Good Manufacturing Practice (21 CFR 110, 700-740), HACCP system guidelines (NACMCF, Codex), and industry best practices.

Home Care Products Auditguidelines (NACMCF, Codex), and industry best practices. The RQA home care products audit is designed to

The RQA home care products audit is designed to provide a thorough evaluation of facilities that manufacture, process, package, or hold home care products. Facilities are evaluated in two key areas: inspection and quality systems. The RQA home care products audit is primarily based on good manufacturing practices and industry best practices.

Packaging Materials Auditon good manufacturing practices and industry best practices. The RQA packaging material facility audit is designed

The RQA packaging material facility audit is designed to provide a thorough evaluation of facilities that manufacture packaging material components. The evaluation encompasses both primary (food contact) and secondary (non-food contact) materials. The RQA packaging material facility audit is primarily based upon U.S. FDA Good Manufacturing Practices (21 CFR 110), HACCP system guidelines (NACMCF, Codex) and food industry best practices.

(NACMCF, Codex) and food industry best practices. Warehousing and Distribution Audits The RQA warehouses and

Warehousing and Distribution Audits

The RQA warehouses and distribution centers audit is designed to provide a thorough evaluation of facilities that package or hold food and/or non-food

products. The audit is primarily based upon U.S. FDA Good Manufacturing Practices (21 CFR 110), HACCP system guidelines (NACMCF, Codex), and industry best practices. It also includes content from ISO 9000:2000 standards.

Facilities Physical Security AuditIt also includes content from ISO 9000:2000 standards. The facilities physical security audit assesses the physical

The facilities physical security audit assesses the physical securities measures that are in force to safeguard or protect a company’s physical assets, people, property, and information. The audit will review measures to protect facilities which follow the standards and guidelines of ASIS International, a professional organization that leads the way for improved and advanced security performance and industry best practices.

Benefits toYour Company:

• Provides valuable information about your company’s operations

• Identifies gaps that require corrective action or further review

• Ensures compliance to regulatory requirements

• Provides key data to improve operations

• Measures your programs, people, and processes against industry standards and best practices

Duration:

• Varies depending on size of facility or the depth of the audit

Other Customized Servicesdepending on size of facility or the depth of the audit Customized services will be developed

Customized services will be developed as requested and required by Client.

of the audit Other Customized Services Customized services will be developed as requested and required by
of the audit Other Customized Services Customized services will be developed as requested and required by
of the audit Other Customized Services Customized services will be developed as requested and required by

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Customer Experience Management
Customer
Experience
Management

Customers are the key to a company’s livelihood and success. The ability of the consumer complaint professional to understand and effectively respond to a customer’s needs and concerns is one of the vital skills required to provide excellent customer service. When a consumer or customer has a potential or actual serious product issue, the consumer complaint professional is the first line of defense for a company. How the consumer complaint professionalhandels and responds to notification of issues is critical in mitigating risk and liability.

Consumer complaint professionals must have the ability to identify and understand the magnitude of issues that come to their attention. They must respond efficiently and effectively to a customer’s needs and concerns and ensure that critical matters are escalated to management. The art of active listening and recognizing caller behaviors are essential in order to respond appropriately, solve a customer’s problems, and exceed their expectations thereby maintaining trust and developing loyal customers, in addition to protecting the company’s brands and image.

in addition to protecting the company’s brands and image. Consumer Affairs/Customer Experience Management Interactive

Consumer Affairs/Customer Experience Management Interactive Workshop

This interactive workshop defines what customer service is and customer’s expectations and wants. Phone and email etiquette, the art of conversation, delivering bad news, the correct way to apologize, problem solving and dealing with different custom- er types are also covered. More in-depth topics for defusing hostile customers, handling and escalat- ing serious complaints, and the role of the customer service professional in product recall are discussed. Interactive exercises enhance participants’ under- standing of key elements of consumer affairs/cus- tomer experience management.

Who Should Attend?

• Consumer Affairs/Customer Service individuals

• Anyone who deals with customers or consumers

• Anyone who wants to improve communication skills and understand how to communicate with different personality types

Benefits toYour Company:

• Provides information and tools to prepare you to respond to your customers and consumers in a positive manner

• Allows you to assess your current consumer/ customer services practices and make improve- ments in order to provide stellar service and maintain customer loyalty

• Prepares you to handle serious calls, record important information and escalate critical complaints

• Provides information to protect the company and minimize liability

Duration:

• 1 day (6-7 hours)

• Half day (4 hours)

Consumer Affairs/Call Center AssessmentDuration: • 1 day (6-7 hours) • Half day (4 hours) Consumer complaint management is important

Consumer complaint management is important in developing and keeping loyal customers and also recognizing problems that need to be addressed. A consumer affairs/call center assessment includes an evaluation of the client’s current processes and procedures for handling consumer complaints accomplished through key personnel interviews and demonstration of the client’s systems. Call center and escalation procedures will be tested. Gaps identified and opportunities for improvement will be provided in a final report.

Benefits toYour Company:

• Offers an impartial assessment of your current consumer/customer services practices and sys- tems

• Gaps identified allow your company to make improvements in order to provide stellar service and maintain customer loyalty, and mitigate company liability

• Provides improvement opportunities in your company’s systems in order to provide manage- ment with helpful information for decision mak- ing and taking action

Duration:

• Half day (4 hours) to 1 full day (6-7 hours) on site or by phone with file sharing

Other Customized Servicesfull day (6-7 hours) on site or by phone with file sharing Customized services will be

Customized services will be developed, as requested and required by Client.

with file sharing Other Customized Services Customized services will be developed, as requested and required by
with file sharing Other Customized Services Customized services will be developed, as requested and required by

35

Other Customized Services
Other
Customized
Services

RQA consultants can work as an extension of your management team to develop customized services based on your company’s structure and project requirements.

of your management team to develop customized services based on your company’s structure and project requirements.

RQA, Inc. offers a variety of other customized services and is continually improving and developing new service offerings. Our consultants have extensive years of industry experience along with degrees, advanced degrees and certifications in varying disciplines. In addition to the service offerings listed below and throughout this brochure, RQA consultants can work as an extension of your management team to develop customized services based on your company’s structure and project requirements.

on your company’s structure and project requirements. On Line Workshops RQA offers online/web-based workshops so

On Line Workshops

RQA offers online/web-based workshops so that clients may receive valuable training without leaving their offices. Clients will benefit from the online format, because it allows the flexibility to access the training modules wherever they are, whenever they want, and at their own pace. After each module, participants can complete a self-assessment to help them determine their level of understanding of each of the module’s key points and identify where additional training is needed.

For a list of our current on line training offerings, please visit our website at www.rqa-inc.com/ insurance.html

please visit our website at www.rqa-inc.com/ insurance.html GFSI - BRC, SQF, or ISO 22000 RQA, Inc.

GFSI - BRC, SQF, or ISO 22000

RQA, Inc. can provide and structure training programs and program development assistance for clients seeking BRC, SQF, or ISO 22000 certification.

Customized Plan Templatesfor clients seeking BRC, SQF, or ISO 22000 certification. RQA consultants will develop customized plan templates

RQA consultants will develop customized plan templates for global operations based on a company’s global organizational structure, policies and procedures. For more information, please contact an RQA consultant.

For more information, please contact an RQA consultant. Dark Web Site Development It is best to

Dark Web Site Development

It is best to be prepared before a product recall or crisis incident happens. During a product recall or other crisis, consumers and customers will visit your company’s website for key information. RQA consultants can help you develop a dark web site that can be quickly activated during a product recall or crisis incident.

activated during a product recall or crisis incident. Other Is there a risk mitigation project that

Other

Is there a risk mitigation project that your company needs help to develop? RQA consultants can work with you to accomplish your goals. Contact us for more information.

RQA consultants can work with you to accomplish your goals. Our consultants have extensive years of industry experience along with degrees, advanced degrees, and certifications in varying disciplines.

extensive years of industry experience along with degrees, advanced degrees, and certifications in varying disciplines. 37
extensive years of industry experience along with degrees, advanced degrees, and certifications in varying disciplines. 37

37

Incident Response
Incident
Response

When the insured has an actual or potential event that could result in bodily harm or a health hazard, the insured must act prudently at all times and do all things reasonably practicable to avoid or diminish any insured losses.

insured must act prudently at all times and do all things reasonably practicable to avoid or

In the unfortunate event that your company, as an insured of Catlin, has an actual or potential event that could result in bodily harm or a health hazard, it is important to act promptly. Taking action imme- diately helps to mitigate the negative effects of a product recall.

24/7/365 Incident Hot Linehelps to mitigate the negative effects of a product recall. When the insured has an actual

When the insured has an actual or potential event that could result in bodily harm or a health hazard, the insured must act prudently at all times and do all things reasonably practicable to avoid or dimin- ish any insured losses.You must:

Call the 24-hour Catlin crisis hotline number within 48 hours

• USA & Canada (toll free) 1-877-363-8976

• USA & Canada (direct) 1-215-741-2359

Provide the operator with the following information:

your name, company name, contact telephone number, brief description of the incident

Incident and Responsecontact telephone number, brief description of the incident Once a call has been placed with the

Once a call has been placed with the Catlin crisis hotline, one of our RQA consultants will respond to your call as soon as possible, usually within the hour. Inform the consultant of the incident and pro- vide whatever information is available.

RQA will provide assistance and/or advice related to the product crisis throughout the product crisis

event. Also, RQA consultants can work collabora- tively on-site to help pinpoint the source of the is- sue, contamination and outbreaks. RQA consultants have responded to over 1000 incidents worldwide.

Investigative Response Servicesconsultants have responded to over 1000 incidents worldwide. Should sophisticated, scientific foreign body analy- sis be

Should sophisticated, scientific foreign body analy- sis be required, RQA can provide assistance through our Food Forensics business. Otherwise, the in- sured should use one of their own approved labs.

For an incident that is likely to have been caused by malicious intent, RQA has consultants who spe- cialize in this type of investigation. The responding RQA consultant will contact one of these specialist who will then contact you directly. Should the inci- dent require public relation’s support, the respond- ing RQA consultant can offer the assistance of a public relations firm. Otherwise, the insured should use one of its own approved public relations firms.

Physical Product Retrievalshould use one of its own approved public relations firms. RQA’s physical product recall services are

RQA’s physical product recall services are offered outside of covered incident response consultancy.

• Catlin insured will have priority access to these services

• Costs and are paid through a direct contract with RQA

• All expenses after the deductible is met can be used towards the claim amount

All work is done in complete confidentiality.

after the deductible is met can be used towards the claim amount All work is done
after the deductible is met can be used towards the claim amount All work is done

39

Contamination is a threat to product integrity and a common cause of consumer complaints. Timely identification allows clients to determine origin, establish liability, and ensure the appropriate corrective action is taken. Accurate identification is the single most important piece of intelligence required when determining the response to a product contamination.

RQA Food Forensics™ seamlessly integrates the microanalytical expertise of Microtrace LLC, experts in criminal forensic analysis and identification of un- known substances, food testing and microbiologi- cal evaluation, with RQA’s industry leading product retrieval capabilities. RQA Food Forensics offers third party objectivity. Your Company can count on rapid results for initial triage and extended investi- gation and testing of your complaint samples along with integrated document management. We offer strict chain of custody controls and photographic evidence of all samples received. Our extensive physical reference collection is second only to the FBI. Should matters end in litigation, we can offer expert testimony support. RQA Food Forensics of- fers a full scope of analytical testing.

Food Forensics of- fers a full scope of analytical testing. Available Testing • Microbiology (Pathogens and

Available Testing

• Microbiology (Pathogens and Spoilage organ- isms)

• AllergenTesting

• Compositional and Nutritional Analysis

• Pesticide Residue Analysis

• Environmental Analysis

• Foreign Body and Foreign Matter Identification

• Taints & Off-flavor Analysis

• Pharmaceutical Analysis

• DermatologicalTesting

• Toxicity Screening

• Forensic Microscopy

• Packaging MigrationTesting

• Packaging IntegrityTesting

• BSETesting

• Specific Risk MaterialTesting

Foreign Matter Identification• BSETesting • Specific Risk MaterialTesting The nature and causes of contamination can be de- termined

The nature and causes of contamination can be de- termined by application of advanced non-destruc- tive microscopy techniques and complementary analytical procedures.

• Complaint Sample Retrieval

• SampleTriage

• Light Microscopy

• Electron Microscopy

• Elemental Microanalysis

• GC/Mass Spectroscopy

• FTIR Microspectroscopy

• Raman Spectroscopy

• Microchemistry

• X-Ray Diffraction

• MicrobiologicalTesting

• Expert Scientific Witness

Common Contaminants• MicrobiologicalTesting • Expert Scientific Witness • Glass & Metal • Pharmaceuticals • Plastics &

• Glass & Metal

• Pharmaceuticals

• Plastics & Other Polymers

• Hairs & Fibers

• Botanical Fragments

• Charred Residues

• Oils & Greases

• Insects & Rodent Parts

• General Unknowns

Botanical Fragments • Charred Residues • Oils & Greases • Insects & Rodent Parts • General
Botanical Fragments • Charred Residues • Oils & Greases • Insects & Rodent Parts • General
Botanical Fragments • Charred Residues • Oils & Greases • Insects & Rodent Parts • General

40

Botanical Fragments • Charred Residues • Oils & Greases • Insects & Rodent Parts • General

37

Crises and product recalls present an intricate array of questions, ranging from accurately determining the scale, nature and scope of the crisis. Companies must be able to quantify potential exposures, evaluate resources available to respond to such risks and make certain that the appropriate solutions are in place to optimize speedy recoveries and limit the financial and reputational impacts.

RQA representatives are on-call 24/7 to offer the in- sured of Catlin assistance in the event of a potential crisis issue. The following services outline some of RQA’s recall/crisis management support.

Crisis Management Response and Recalloutline some of RQA’s recall/crisis management support. RQA’s crisis management and recall specialists will

RQA’s crisis management and recall specialists will provide the insured of Catlin a crisis management response service, available 24 hours a day, 365 days a year. In the event of a crisis, product contamina- tion, or other recallable event, our consultants can work collaboratively on-site to help processors, manufacturers, and retailers pinpoint the source of the issue, contamination, and outbreaks. Clients have access to RQA’s full range of services, many of which are listed in this brochure.

Through RQA’s Food Forensics™ business unit, RQA also has access to several specific testing and analytical methods available to you.

Consumer Complaint Retrievalsspecific testing and analytical methods available to you. When a manufacturer receives a consumer com- plaint,

When a manufacturer receives a consumer com- plaint, the speed of retrieval and professionalism in the field are key factors in minimizing risk and liabil- ity. RQA’s professional network can retrieve prod- uct quickly and efficiently, contacting the consumer within 24 hours of the complaint and scheduling the pick-up at the consumer’s convenience. RQA can go to the store where the complaint product was pur- chased and perform an audit of products on shelf and store conditions. This store check can provide evidence for complaint verification.

Samples may be forwarded to RQA Food Foren- sics™, which brings together industry leaders to provide the best in consumer complaint retrieval, expert triage, and product contamination identifica- tion services.

triage, and product contamination identifica- tion services. Product Recall / Withdrawal Retrievals and Effectiveness

Product Recall / Withdrawal Retrievals and Effectiveness Checks

RQA’s services are targeted to provide the fastest possible recall or withdrawal capabilities, minimiz- ing consumer risk and business interruption. An ex- perienced management team directs an extensive field force of industry professionals. In the event of a recall, product withdrawal or effectiveness checks, Catlin’s insured will have priority access to these services. Field personnel will identify the affected codes and remove only the affected product from retail outlets or elsewhere in the distribution system. The products may then be destroyed or shipped per the client’s instructions. A confidential, proprietary Internet website allows the client to view the status of the recall/ withdrawal in real time, at any time. Status is available by customer account, individual store location, or warehouse location. The website allows the client to print status reports including date, time, number of units removed, and the store manager’s name to verify visits.The reporting capa- bilities allow the client to generate and print reports from the website to submit to regulatory agencies at any time of the day or night.

client to generate and print reports from the website to submit to regulatory agencies at any
client to generate and print reports from the website to submit to regulatory agencies at any
client to generate and print reports from the website to submit to regulatory agencies at any

41

Post Recall Assessment Best in class recall management programs include post recall assessments after every
Post Recall Assessment Best in class recall management programs include post recall assessments after every

Post Recall Assessment

Best in class recall management programs include

post recall assessments after every recall action to ensure the most effective recall strategies are incor- porated and used in the future. RQA recommends completing a post recall assessment within one month of recall termination. This includes all par- ticipants assembling to evaluate the recall’s success and identify strengths (what went well) and gaps (improvement opportunities) in the recall program. RQA consultants will facilitate the discussion by asking specific questions and documenting all re- sponses. Some of the main areas discussed include:

• Timing of Recall Decision

• Health/Safety Hazard Evaluation

• Scope Determination

• ProductTraceability

• Recall Effectiveness

• Corrective Action Plans

• Consumer Enquiries/Call Center Capabilities

• Communications Capabilities

Who Should Attend?

• All recall team core members and alternates, decision team members

• Extended team members and internal subject matter experts (SMEs) who participated in the recall

Benefits toYour Company:

• Proactively assesses your internal recall program

– People (recall team and decision team, in- ternal extended team subject matter experts and external team – anyone involved in the recall action)

– Processes (recall plan and associated proce- dures, communications templates, etc.)

– Systems (consumer/customer complaint hot line and database, product traceability, dark web site, etc.)

• Documents strengths and improvement oppor- tunities

• Allows you to update your recall program (team, plan, and process)

• Report will be provided that outlines strengths and area of improvement opportunties

Duration:

• 1 day (6-7 hours) – varies, depending on number of locations and personnel availability

• Could be done via phone or video conferencing

Best in class recall management programs include post recall assessments after every recall action to ensure the most effective recall strategies are incorporated and used in the future.

42

after every recall action to ensure the most effective recall strategies are incorporated and used in
after every recall action to ensure the most effective recall strategies are incorporated and used in

Some Helpful Links

CDC (Centers for Disease Control) http://www.cdc.gov/ http://www.cdc.gov/

FDA (Food and Drug Administration) http://www.fda.gov/default.htm http://www.fda.gov/default.htm

FDA Chapter 7 Recall Proceduresand Drug Administration) http://www.fda.gov/default.htm http://www.fda.gov/downloads/ICECI/ComplianceManuals/Regu-

http://www.fda.gov/downloads/ICECI/ComplianceManuals/Regu-

latoryProceduresManual/UCM074312.pdf

Bioterrorism Act of 2002 http://www.fda.gov/RegulatoryInformation/Legislation/ http://www.fda.gov/RegulatoryInformation/Legislation/

ucm148797.htm

FDA Reportable Food Registry http://www.fda.gov/Food/FoodSafety/FoodSafetyPrograms/RFR/ default.htm http://www.fda.gov/Food/FoodSafety/FoodSafetyPrograms/RFR/ default.htm

USDAdefault.htm http://www.usda.gov/wps/portal/usda/usdahome USDA/FSIS

http://www.usda.gov/wps/portal/usda/usdahome

USDA/FSIS Recall Directive 8080.1 http://www.fsis.usda.gov/OPPDE/rdad/ http://www.fsis.usda.gov/OPPDE/rdad/

FSISDirectives/8080.1Rev5.pdf

CPSCFSISDirectives/8080.1Rev5.pdf http://www.cpsc.gov/ CPSC Recall Guidance

http://www.cpsc.gov/

CPSC Recall GuidanceFSISDirectives/8080.1Rev5.pdf CPSC http://www.cpsc.gov/ http://www.cpsc.gov/businfo/8002.html CFIA

http://www.cpsc.gov/businfo/8002.html

CFIACPSC Recall Guidance http://www.cpsc.gov/businfo/8002.html http://www.inspection.gc.ca/english/toce.shtml CFIA Recall

http://www.inspection.gc.ca/english/toce.shtml

CFIA Recall Guidance http://www.inspection.gc.ca/english/fssa/recarapp/rap/igguide. shtml http://www.inspection.gc.ca/english/fssa/recarapp/rap/igguide. shtml

Health Canada http://www.hc-sc.gc.ca/index-eng.php http://www.hc-sc.gc.ca/index-eng.php

Health Canada Recall Guidance http://www.hc-sc.gc.ca/dhp-mps/compli-conform/recall-retrait/ proces-eng.php http://www.hc-sc.gc.ca/dhp-mps/compli-conform/recall-retrait/ proces-eng.php

RQAhttp://www.hc-sc.gc.ca/dhp-mps/compli-conform/recall-retrait/ proces-eng.php http://www.rqa-inc.com/insurance.html 43

http://www.rqa-inc.com/insurance.html

http://www.hc-sc.gc.ca/dhp-mps/compli-conform/recall-retrait/ proces-eng.php RQA http://www.rqa-inc.com/insurance.html 43
http://www.hc-sc.gc.ca/dhp-mps/compli-conform/recall-retrait/ proces-eng.php RQA http://www.rqa-inc.com/insurance.html 43

43

Services Summary and Check List

p2

Crisis Management

Crisis Management Plan Desk Top ReviewServices Summary and Check List p2 Crisis Management Crisis Management Plan Development Crisis Management Workshop

Crisis Management Plan DevelopmentCrisis Management Crisis Management Plan Desk Top Review Crisis Management Workshop Crisis Management Simulation Post

Crisis Management WorkshopPlan Desk Top Review Crisis Management Plan Development Crisis Management Simulation Post Crisis Assessment p6

Crisis Management SimulationManagement Plan Development Crisis Management Workshop Post Crisis Assessment p6 Product Recall Recall Plan

Post Crisis AssessmentCrisis Management Workshop Crisis Management Simulation p6 Product Recall Recall Plan Desk Top Review Recall

p6

Product Recall

Recall Plan Desk Top ReviewSimulation Post Crisis Assessment p6 Product Recall Recall Plan Development Recall Workshop Recall Simulation On

Recall Plan DevelopmentAssessment p6 Product Recall Recall Plan Desk Top Review Recall Workshop Recall Simulation On Site Recall

Recall WorkshopRecall Recall Plan Desk Top Review Recall Plan Development Recall Simulation On Site Recall Systems Audit

Recall SimulationPlan Desk Top Review Recall Plan Development Recall Workshop On Site Recall Systems Audit Post Recall

On Site Recall Systems AuditRecall Plan Development Recall Workshop Recall Simulation Post Recall Assessment p12 Food Defense Food Defense

Post Recall AssessmentWorkshop Recall Simulation On Site Recall Systems Audit p12 Food Defense Food Defense Plan Desk Top

p12

Food Defense

Food Defense Plan Desk Top ReviewSystems Audit Post Recall Assessment p12 Food Defense Food Defense Audit/Risk Assessment Food Defense Workshop

Food Defense Audit/Risk Assessmentp12 Food Defense Food Defense Plan Desk Top Review Food Defense Workshop Food Defense Program Development

Food Defense WorkshopPlan Desk Top Review Food Defense Audit/Risk Assessment Food Defense Program Development Food Defense Simulation

Food Defense Program DevelopmentFood Defense Audit/Risk Assessment Food Defense Workshop Food Defense Simulation Food Defense Post Incident

Food Defense SimulationFood Defense Workshop Food Defense Program Development Food Defense Post Incident Assessment p18 Complaint

Food Defense Post Incident AssessmentFood Defense Program Development Food Defense Simulation p18 Complaint Sample Handling Complaint Sample Handling

p18

Complaint Sample Handling

Complaint Sample Handling and Analysis for Non-ScientistsPost Incident Assessment p18 Complaint Sample Handling Basics of Complaint Sample Analysis Advanced Complaint

Basics of Complaint Sample AnalysisComplaint Sample Handling and Analysis for Non-Scientists Advanced Complaint Sample Analysis p22 Extortion

Advanced Complaint Sample Analysisfor Non-Scientists Basics of Complaint Sample Analysis p22 Extortion Security Risk Assessment p24 Supplier

p22

Extortion

Security Risk AssessmentAdvanced Complaint Sample Analysis p22 Extortion p24 Supplier Management Supplier Ranking and Risk

p24

Supplier Management

Supplier Ranking and Risk AssessmentSecurity Risk Assessment p24 Supplier Management Supplier Remediation and Qualification Supplier Audits

Supplier Remediation and QualificationSupplier Management Supplier Ranking and Risk Assessment Supplier Audits Supplier Risk Assessment Program On-Going

Supplier Auditsand Risk Assessment Supplier Remediation and Qualification Supplier Risk Assessment Program On-Going Relationship

Supplier Risk Assessment ProgramSupplier Remediation and Qualification Supplier Audits On-Going Relationship Management p28 HACCP HACCP Program

On-Going Relationship ManagementSupplier Audits Supplier Risk Assessment Program p28 HACCP HACCP Program Audit HACCP Plan Desk Top Review

p28
p28

HACCP

HACCP Program AuditProgram On-Going Relationship Management p28 HACCP HACCP Plan Desk Top Review HACCP Plan Development

HACCP Plan Desk Top ReviewRelationship Management p28 HACCP HACCP Program Audit HACCP Plan Development Introduction to HACCP Workshop

HACCP Plan Developmentp28 HACCP HACCP Program Audit HACCP Plan Desk Top Review Introduction to HACCP Workshop Advanced HACCP

Introduction to HACCP WorkshopAudit HACCP Plan Desk Top Review HACCP Plan Development Advanced HACCP Workshop 44 p30 Audits Supplier

Advanced HACCP WorkshopReview HACCP Plan Development Introduction to HACCP Workshop 44 p30 Audits Supplier Risk Assessment Program

44

Introduction to HACCP Workshop Advanced HACCP Workshop 44 p30 Audits Supplier Risk Assessment Program
Introduction to HACCP Workshop Advanced HACCP Workshop 44 p30 Audits Supplier Risk Assessment Program

p30

Audits

Supplier Risk Assessment Programto HACCP Workshop Advanced HACCP Workshop 44 p30 Audits Supplier-GMP-HACCP Audits (Supplier Certification) HACCP

Supplier-GMP-HACCP Audits (Supplier Certification)Workshop 44 p30 Audits Supplier Risk Assessment Program HACCP Program Audit Food Safety Quality Systems Audits

HACCP Program AuditProgram Supplier-GMP-HACCP Audits (Supplier Certification) Food Safety Quality Systems Audits BRC/SQF/ISO 22000 Audits

Food Safety Quality Systems AuditsAudits (Supplier Certification) HACCP Program Audit BRC/SQF/ISO 22000 Audits Foreign Material Audits Food

BRC/SQF/ISO 22000 AuditsHACCP Program Audit Food Safety Quality Systems Audits Foreign Material Audits Food Defense Audits Fresh Produce

Foreign Material AuditsFood Safety Quality Systems Audits BRC/SQF/ISO 22000 Audits Food Defense Audits Fresh Produce Audit Good Agricultural

Food Defense AuditsAudits BRC/SQF/ISO 22000 Audits Foreign Material Audits Fresh Produce Audit Good Agricultural Practices Audit Health

Fresh Produce Audit22000 Audits Foreign Material Audits Food Defense Audits Good Agricultural Practices Audit Health and Personal Care

Good Agricultural Practices AuditMaterial Audits Food Defense Audits Fresh Produce Audit Health and Personal Care Products Audit Home Care

Health and Personal Care Products AuditAudits Fresh Produce Audit Good Agricultural Practices Audit Home Care Products Audit Packaging Materials Audit

Home Care Products AuditPractices Audit Health and Personal Care Products Audit Packaging Materials Audit Warehousing and Distribution

Packaging Materials Auditand Personal Care Products Audit Home Care Products Audit Warehousing and Distribution Audits Facilities Physical

Warehousing and Distribution AuditsAudit Home Care Products Audit Packaging Materials Audit Facilities Physical Security Audit p34 Customer

Facilities Physical Security AuditMaterials Audit Warehousing and Distribution Audits p34 Customer Experience Management Consumer Affairs/

p34

Customer Experience Management

Consumer Affairs/ Customer Experience Management Interactive WorkshopSecurity Audit p34 Customer Experience Management Consumer Affairs/Call Center Assessment p36 Other

Consumer Affairs/Call Center AssessmentAffairs/ Customer Experience Management Interactive Workshop p36 Other Customer Services On Line Workshops GFSI-BRC,

p36

Other Customer Services

On Line WorkshopsCenter Assessment p36 Other Customer Services GFSI-BRC, SQF or ISO 22000 Customized Plan Templates Dark

GFSI-BRC, SQF or ISO 22000Assessment p36 Other Customer Services On Line Workshops Customized Plan Templates Dark Website Development Other

Customized Plan TemplatesServices On Line Workshops GFSI-BRC, SQF or ISO 22000 Dark Website Development Other Customized Services p38

Dark Website DevelopmentGFSI-BRC, SQF or ISO 22000 Customized Plan Templates Other Customized Services p38 Incident Response 24/7/365

Other Customized ServicesISO 22000 Customized Plan Templates Dark Website Development p38 Incident Response 24/7/365 Incident Hot Line

p38

Incident Response

24/7/365 Incident Hot LineOther Customized Services p38 Incident Response Incident and Response Investigative Response Services

Incident and Responsep38 Incident Response 24/7/365 Incident Hot Line Investigative Response Services Physical Product Retrieval

Investigative Response ServicesResponse 24/7/365 Incident Hot Line Incident and Response Physical Product Retrieval p40 Food Forensics Available

Physical Product RetrievalLine Incident and Response Investigative Response Services p40 Food Forensics Available Testing Foreign Matter

p40

Food Forensics

Available TestingServices Physical Product Retrieval p40 Food Forensics Foreign Matter Identification Common Contaminants p41

Foreign Matter IdentificationProduct Retrieval p40 Food Forensics Available Testing Common Contaminants p41 Crisis & Recall Response

Common ContaminantsForensics Available Testing Foreign Matter Identification p41 Crisis & Recall Response Service Crisis

p41

Crisis & Recall Response Service

Crisis Management Response and RecallContaminants p41 Crisis & Recall Response Service Consumer Complaint Retrievals Product Recall/Withdrawal

Consumer Complaint RetrievalsResponse Service Crisis Management Response and Recall Product Recall/Withdrawal Retrieval and Effectiveness Checks

Product Recall/Withdrawal Retrieval and Effectiveness Checks& Recall Response Service Crisis Management Response and Recall Consumer Complaint Retrievals Post Recall Assessment

Post Recall AssessmentManagement Response and Recall Consumer Complaint Retrievals Product Recall/Withdrawal Retrieval and Effectiveness Checks

Notes

Notes 45

For More Information Contact:

RQA Insurance Services

8828 N. Central Avenue, Suite 304 Phoenix, AZ 85020 insuranceservices@rqa-inc.com

www.rqa-inc.com/insurance.html

RQA World Headquarters 10608 W. 163rd Place Orland Park, IL 60467

708-364-7060

www.rqa-inc.com/insurance.html RQA World Headquarters 10608 W. 163rd Place Orland Park, IL 60467 708-364-7060
www.rqa-inc.com/insurance.html RQA World Headquarters 10608 W. 163rd Place Orland Park, IL 60467 708-364-7060
www.rqa-inc.com/insurance.html RQA World Headquarters 10608 W. 163rd Place Orland Park, IL 60467 708-364-7060
www.rqa-inc.com/insurance.html RQA World Headquarters 10608 W. 163rd Place Orland Park, IL 60467 708-364-7060