Glass found in
Healtheries Kidscare Rice Wheels Multipacks - The Daily Telegraph March 03, 201212:00AM
GLASS has been found in a children's snack food, leading to a national recall.
Healtheries Kidscare Rice Wheels Multipacks - with a best-before date of 04/01/13 or earlier - are being recalled after glass was detected in three separate packages.
Vitaco Health Australia said it did not know how the glass got into its product.
"We're undertaking an investigation," Vitaco Health Australia's general manager Ryan d'Almeida said. No injuries have been reported.
The firm said the product would be taken off shelves immediately: "We initiated the recall this afternoon.
"Consumers should return the product to the supermarket for a full refund."
Vitaco Health Australia is also recalling Healtheries The Wiggles Ricey Bites with the same best-before date because they were made on the same production line.
"We take food safety seriously, and the wellbeing of our consumers is our top priority," Mr d'Almeida said.
"We apologise to all our valued customers for this inconvenience."
http://www.dailytelegraph.com.au/news/sydney-nsw/glass-found-in-healtheries-kidscare-rice-wheels-multipacks/story-e6freuzi-1226287840176
Reflections:
On March 2nd 2012, Vitaco Health Australia initiated a product recall on their Healtheries Kidscare Rice Wheels Multipacks (with a certain best before date) because there has been glass found in three different packages. They have also recalled their Healtheries The Wiggles Ricey Bites with the same best-before date because it was made on the same production line. This is a crisis for the company because the two products they have recalled are snack foods for kids. Luckily there have no reports of any injuries associated with this yet but he company is still recalling these two products as the safety of their customers is their top priority. They are also offering a full refund for the recalled products so their customers will not feel that they had to pay for the company’s mistakes or lapse in quality control.
The company is currently in a crisis because it has had to recall two of its products and there is also a risk that someone who is not aware of the recall will be injured by eating the snack and ingesting glass.
GLASS has been found in a children's snack food, leading to a national recall.
Healtheries Kidscare Rice Wheels Multipacks - with a best-before date of 04/01/13 or earlier - are being recalled after glass was detected in three separate packages.
Vitaco Health Australia said it did not know how the glass got into its product.
"We're undertaking an investigation," Vitaco Health Australia's general manager Ryan d'Almeida said. No injuries have been reported.
The firm said the product would be taken off shelves immediately: "We initiated the recall this afternoon.
"Consumers should return the product to the supermarket for a full refund."
Vitaco Health Australia is also recalling Healtheries The Wiggles Ricey Bites with the same best-before date because they were made on the same production line.
"We take food safety seriously, and the wellbeing of our consumers is our top priority," Mr d'Almeida said.
"We apologise to all our valued customers for this inconvenience."
http://www.dailytelegraph.com.au/news/sydney-nsw/glass-found-in-healtheries-kidscare-rice-wheels-multipacks/story-e6freuzi-1226287840176
Reflections:
On March 2nd 2012, Vitaco Health Australia initiated a product recall on their Healtheries Kidscare Rice Wheels Multipacks (with a certain best before date) because there has been glass found in three different packages. They have also recalled their Healtheries The Wiggles Ricey Bites with the same best-before date because it was made on the same production line. This is a crisis for the company because the two products they have recalled are snack foods for kids. Luckily there have no reports of any injuries associated with this yet but he company is still recalling these two products as the safety of their customers is their top priority. They are also offering a full refund for the recalled products so their customers will not feel that they had to pay for the company’s mistakes or lapse in quality control.
The company is currently in a crisis because it has had to recall two of its products and there is also a risk that someone who is not aware of the recall will be injured by eating the snack and ingesting glass.
Vitaco
Health Australia is in crisis stage right now and seems to be handling this
crisis very well. They initiated a product recall as soon as they found out
there were only three incidents. Other companies may have waited for more
incidents before undertaking a voluntary recall and losing millions of dollars.
This shows the public that the company is concerned about customer safety
first. This will ensure that the company will retain public trust, most of its
customers, and will be able to win back most of the customers that it loses
during this crisis.
Vitaco Health Australia seems to have a crisis
management team in place that is handling the recall and is also communicating
with the media and its primary and secondary stakeholders on the situation.
They also have a recall notice clearly visible on their company website’s homepage
and it states the issue and also a message from the General Manager of the
company who seems to be the spokesperson for this crisis. His message is short,
simple and clear. “We take food safety seriously, and the wellbeing of our
consumers is our top priority,". Also, the company has a 1-800 number
listed right underneath this message that customers can call if they have any
concerns. I believe this number is their crisis management “war room” number that
is dedicated to handling concerns from the media and customers.
I feel that
this company will be able to recover from this crisis because of the crisis preparedness
that it displayed during this recall. It identified the crisis before any of
its stakeholders such as the media or customers; it participated in a voluntary
recall and had a well crafted message and spokesperson to address concerns during
this crisis.
Personally,
if I were a customer of Vitaco Health Australia, I would be slightly hesitant
to purchasing their products for a little while, maybe 6 months, but I would probably
return to them because of how they handled this situation. I would tell Vitaco
Health Australia to investigate how the glass ended up in their products and
also look at other quality assurance practices in its plants to ensure that they
don’t have a crisis like this again. I would also tell them to develop crisis scenarios
for other issues that could occur and have a good issues anticipation system. They do not need to improve their
crisis website as the crisis information is easily accessible through their
main page. At this point, Vitaco Health Australia should involve Australia’s
version of the Canada Food and Inspection Agency (local regulators) to discuss
this issue and perform a thorough review and identify other potential crises. They
should also involve other stakeholders such as their retailers and suppliers
and show them their crisis management plan for this crisis and for future
crises if they occur.
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