When things go wrong

Services

Corrective action and product holdWhen something goes wrong, two things need fixing: the food and the process. The food stays out of use until someone with authority decides its fate. The process gets put right, and the record shows both.8 stepsIncidents, complaints and inspectionsA complaint, a near miss, a sick cook or an officer at the door each needs a quick, calm response. Look after the person, stop the food, tell the right people, get the facts down that day, and learn from it.8 stepsFood recallA recall removes unsafe food from the market quickly and completely. It works only if you already know what went where. A business can be on either end: recalling its own food, or finding someone else's on its shelves.8 stepsFinding the root causeMost repeat failures are failures whose first fix addressed the symptom. Finding the root cause means asking why until you reach something you can change, then checking that the change really worked.7 stepsTraceability and trace investigationWhen a question is raised about a food, you need to say quickly where it came from, what went into it, what happened to it and where it went. That only works if the links were kept while the work was being done.8 stepsRetained food samplesA retained sample is a labelled portion of what was actually served, kept apart in case someone falls ill. It can answer a question nothing else can: what was in that food? It doesn't show that the food was safe, and isn't a control.8 stepsCrisis and disruptionWhat to do when water, power or the supply chain fails, or food may have been tampered with.Coming