| Manufacturers of consumer products selling | | | | cautious manufacturers or distributors of a |
| into the U.S. market are aware of the | | | | given product suspect a defect or flaw and |
| potentially dangerous and costly consequences | | | | decide to error on the side of caution by |
| when their products contain a major design | | | | instituting their own recall campaign. Either |
| flaw or manufacturing defect. The U.S. | | | | way, the CPSC ultimately gets involved with |
| Consumer Product Safety Commission (CPSC) Web | | | | all consumer product recalls - provided that |
| site indicates that there is indeed reason | | | | the product in question is one of the 15,000 |
| for caution on the part of all manufacturers: | | | | product types that falls under the CPSC's |
| deaths, injuries, and property damage from | | | | domain. |
| consumer product-related incidents cost the | | | | |
| U.S. more than $700 billion each year. | | | | FAQ #4: How should my company determine |
| | | | whether we should issue a recall? |
| The CPSC's "November 2007 Recalls and Product | | | | |
| Safety News" report indicates a wide range of | | | | A: The determination as to whether your firm |
| recent recalls that were enacted in order to | | | | should issue a product recall should depend |
| protect consumers from potential dangers | | | | upon a number of factors, both internal and |
| ranging from lead-based paint in toys to | | | | external to your company. Often, multiple |
| collapsing furniture. | | | | dimensions are to be taken into account when |
| | | | considering whether to issue a campaign. |
| Here is an FAQ for those manufacturers who | | | | Legal, financial, ethical, technical and |
| are currently considering a product recall or | | | | political factors are all involved. If you |
| who operate in industries that face a high | | | | are facing a potential product recall |
| degree of risk of product recall-related | | | | situation and would like to find out more, |
| incidents. | | | | visit the Business section of the CPSC Web |
| | | | site for information about regulations and |
| FAQ #1: Which types of consumer products are | | | | industry guidance. |
| experiencing highest incidence of recalls? | | | | |
| | | | FAQ #5: What are the options available to me |
| A: According to an analysis of the "November | | | | to get the message out to consumers and |
| 2007 Recalls and Product Safety News" report | | | | distributors in the event of a recall? |
| available on the CPSC Web site, 36% of | | | | |
| recalls in that month involved baby goods or | | | | A: The very nature of most product recall |
| toys. Following close behind were products in | | | | situations is one of urgency. Companies have |
| the following categories: jewelry/costume | | | | a number of options available to them in |
| jewelry (13%), electronics/electrical | | | | getting the word out to affected parties, |
| products (13%), furniture (9%), and machines | | | | including direct mail, press releases, e-mail |
| vehicles (6%). Other product categories | | | | and telephone-based campaigns. The |
| represented among the multiple recall | | | | fastest-to-implement media for conducting |
| campaigns mediated by the CPSC in November | | | | recalls messaging campaigns are telephone and |
| include clothing, decorations, outdoor | | | | e-mail-based campaigns. However, |
| sporting goods, school supplies, paper goods, | | | | telephone-based campaigns are likely the most |
| storage racks and tools. | | | | realistic to implement, given that the |
| | | | typical company's customer database often |
| FAQ #2: What are the most prevalent potential | | | | lacks e-mail addresses for many consumers, |
| dangers related to recent recalls? | | | | while telephone number data is readily |
| | | | available for most or all consumers. |
| A: The recalls in the aforementioned November | | | | |
| report were implemented in order to avoid a | | | | Facing a product recall situation is |
| number of potential public and consumer | | | | something that every manufacturer or |
| health hazards as indicated by the CPSC. By | | | | distributor would like to avoid. However, |
| far the most prevalent potential hazard among | | | | given that most consumer product categories |
| recent recalls was that of the presence of | | | | are potentially at risk for a recall - and |
| lead in the recalled products (47%). Other | | | | given the public health dangers at stake - |
| potential hazards include the risk of fire | | | | the decision to implement a campaign is often |
| (19%), collapse/bodily injury (11%), choking | | | | the least-costly and most ethical choice. If |
| (6%), lacerations/cuts (6%), strangulation | | | | your company is facing a recall situation, it |
| suffocation (6%), and electric shock (4%). | | | | is important to make quick, accurate |
| | | | judgments about whom to contact and how to |
| FAQ #3: What events typically lead up to a | | | | determine the content of the recall message |
| product recall? | | | | that consumers will hear. From that point |
| | | | forward, choose a medium for your messaging |
| A: A product recall can come about in two | | | | campaign based upon the following factors: |
| primary ways. The first is the result of | | | | time-to-launch, chances of reaching the |
| multiple consumer-originated complaints to | | | | highest percentage of affected consumers, |
| the CPSC or other government organizations | | | | operational flexibility, and cost. |
| about the same product. (Such complaints can | | | | |
| be directed by consumers directly to the CPSC | | | | Source: U.S. |
| Web site). The second is when proactive or | | | | |