av-im-sop-001 incident management & crisis resolution

7/27/2019 AV-IM-SOP-001 Incident Management & Crisis Resolution

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Department: Quality AssuranceDOC. No. : AV/IM/SOP/001

Page No. : Page 1 of 6

Issue Date: 01.03.06 Revision No. & Date : (00)-01.03.06

Su!ect Inci"ent management & Crisis Resolution

REVISIONS

Revision No.

RevisedPages

Revision Description Date ofRevision

00 0 Original Issue 01.03.06

Prepare" #y Approve" #y Aut$ori%e" y

Document Chemist Management e!"esentati#e $acto"% Manage"

&C'ASSI$I(D Inte"na* +se On*% &


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. Purpose

he !u"!ose of this ocument is to esta*ish guie*ines an

!"oceu"e fo" !"e#enting an managing incients an "eso*#ing

c"isis an esta*ish communication f"ameo" fo" "e!o"ting

incients an communicating inte"na* an e2te"na* staeho*e"s

so as to sustain the image an "e!utation of ou" usiness.

'. Scope

A%u"#et 'imite Ma"et es!ecti#e Associates !e"sonne* 4"an Image

. Responsiility

1. Top ManagementResponsible for formation of Incident ManagementTeam selecting appropriate employees fromarious departments.

2. Commnication In c!arge" #actor$Manager!"ommunication at local leel regarding incident andconeying same to t#e concern aut#oritiesdepending upon t#e type of incident $e.g. %iision&Region& 'ocal (ut#orities& "onsumers& Media).

Informing concerned sta*e #olders about t#eincidentto aoid any misunderstanding + rumors.

%. IMCR mem&ersResponsible for #andling t#e crisis effectiely atpant in coordination ,it# TO- management andIM"R "oordinator.

'. IMCR Coordinator

). De*inition

1. Event(n incident or series of incidents ,#ic# inole public#ealt#& public safety& product recall& enironmental orregulatory actiity& ris* to product or pac*ageintegrity or image& or ,#ic# mig#t causee/traordinary loss of assets or create seerelyaderse publicity.2. IMTroup of indiiduals ,#o analye information andma*e and communicate decisions to minimie looses

to t#e company during an incident.





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% Data

Information or facts& ,#ic# are used as a basis for adecision& an inference& or a conclusion' Images

T#e perceied 2uality of an obect deriedprimarily by its appearance

( In)ir$ ( see*ing of information& eit#er formally orinformally& by as*ing

2uestions.

* Incidents (ny occurrence t#at could negatiely impact t#esystem or affect t#e

Image or trademar* of "ompany.+ Over aged prodct-roduct at any stage of t#e distribution system t#at#as e/ceeded t#e age specification, Root case

T#e originating source of a nonconfirming effect- Serios pacaging !a/ard0

( safety problem inoling a pac*age ,#ic# creates asubstantial ris* of inury to t#e public.1 Cass I reca0Reasonable probability t#at use of t#e product causeserious aderse #ealt# conse2uences or deat#.11. Cass II reca0-roduct may cause temporary or medically reersibleaderse #ealt# conse2uences.12. Cass III reca0-roduct is not li*ely to cause aderse #ealt#conse2uences but iolates some specific regulationse.g. s#ort ,eig#t& tec#nical error& ot#er nonto/icforeign material& use of improper ingredient.1%. Maret 3it!dra3a0-roduct iolates company specifications or product orpac*age 2uality problem t#at presents no safety#aard or regulatory compliance issue but t#reatenst#e image and trademar* of t#e company e.g.oerage product& appearance problem.

(. Procedre01. Sppies





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Incident management team list& emergency contact nos.

2. #re)enc$%uring incident%. Step &$ step instrction0%.1 Pre Event Incident Management4ollo,ing are some practical procedures to #andleincident of any sie.%.1.1%esignate a incident management team a small

group coering all *ey functions& and ,it# 5 #rs.(ccess to eac# ot#er

%.1.2 (sses t#e seerity of t#e incident& and reie, t#e

situation regularly%.1.% Identify t#e *ey target audience ,#o needs to*no, ,#at& and ,#en7 8nsure t#ere is an effectiefeedbac* loop.

%.1.' Tell t#e story 2uic*ly& openly and #onestly. Releaseonly erified information and do not assign blameor speculate as to cause.

%.1.( %efine t#e proper role of t#e legal counsel.Remember la,yers adise& but ultimatelymanagers must manage t#e t#ings.

%.1.* "ontrol media relations effectiely& ,it# a single

designated spo*esman& preferable a member of t#eincident team.

In s#ort& in t#e first #ours and days of any incident&planning is t#e *ey foundation to incident management.T#e company t#at plans for t#e incident t#at #asnt#appened and communicates effectiely to releantaudiences before& during and after t#e incident& ,illperform ,ell under een t#e most trying circumstances.%.2 Post Event Incident Management4ollo,ing are some practical procedures to #andle postincident%.2.19et up a small post incident tas* force $may be ,it#

same members of IMT) to asses t#e damage.%.2.2T#an* eery one inoled for rebuilding t#e relation

s#ip.%.2.%(ssess t#e damage! a surey of critical audiences

current attitudes to t#e product& t#e company.%.2.'Reasses t#e companys positioning! deelop t#e

strategies to #elp t#e company #o, it moefor,ard again





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%.2.(Stop apoogi/ing0 be appropriately modest and

repentant& but do not prolong t#e agony& and donot *eep reminding your audiences of t#e past.

:it# t#is remember t#is also do not try to deny t#e past&deelop t#e ne, message& ,or* to discard negatielabels + learn from t#e past

%.% Mtipe Concerned Compaints4Prodct5it!dra3a 7hi*e "ecei#ing mu*ti!*e conce"n com!*aint info"m +nit 8ea an

$acto"% Mange" immeiate*%. Contact com!*aine" an get etai*s of

com!*aint9 co**ect the sam!*es ase on #o*ume an sen them to

*ao"ato"% fo" testing. C*assif% the efect ase on facto"s *ie hea*th#aard ealuation& codes& label names by ,#ic#consumer can easily identify t#e product& t#e degree to,#ic# products deficiency is obious to consumer& t#edegree to ,#ic# t#e product remains in t#e mar*et placeand direction offered by t#e releant regulatory agency.

6dopt foo3ing strateg$ depending oncassification of prodct Remova.

%.%.1 9erious -ac*aging #aard%.%.2 Immediate and rapid remoal of all affected

products from eery leel in t#e distributionsystem and consumer leel

%.%.% Issuance of public ,arning by means of t#epress& radio or teleision.

%.%.' ;otify obligatory public aut#ority%.%.( 4ollo, up of all distribution points for an effectie

c#ec* of t#e completeness of t#e remoal.

%.%.2 Cass I reca%.%.2.1 Immediate and rapid remoal of all affectedproducts from all leels of t#e distribution system do,nto and including t#e consumer leel.%.%.2.2 Issuance of public ,arning by means of press &radio and


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%.%.2.'4ollo, up of all distribution points for an effectie

c#ec* of t#e completeness of t#e remoal.

%.%.% Cass II reca%.%.%.1 Immediate and rapid remoal of all affectedproducts do,n to t#e appropriate distribution leel&usually to retail.%.%.%.2 8aluate t#e appropriateness of notifying t#emedia ,it# information concerning remoal based on t#eleel of t#e t#reat to t#e consumer and t#e possiblenegatie reaction by t#e consumer.

%.%.%.%;otify t#e pertinent local and national aut#ority.%.%.%.'4ollo, up on 5=10= of t#e distribution points asan effectieness c#ec* of recall completeness.

%.%.' Cass III reca%.%.'.1-rompt remoal of product usually do,n to t#e,#olesale distribution leel.%.%.'.2 ;otify appropriate local aut#orities.

%.%.( Maret 3it!dra3a%.%.(.1 -roduct is normally ,it#dra,n from mar*et

do,n to t#e ,#olesale distribution.

+. Documentation:

IMC e#ie eco".

,. Re*erences:




av-im-sop-001 incident management & crisis resolution

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