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Is the captain at the helm?

You need a captain!

Tuesday, 9 o’clock, the person in charge of quality receives a third complaint on the same issue. Although the cause is still unclear, the problem can’t be ignored. The person in charge of quality takes the initiative and calls a first meeting. The board is present and is informed of the facts. Next, the board lets a team of experts (quality, production,…) attend to the matter while they carry on with other important daily activities.

Things develop rapidly and before long the person in charge of quality ends up as the captain in charge of something that looks much like a crisis team. Meetings last longer than planned and the team is faced with strategic choices…

The 3 tips!

You need a captain!

You need a captain!

Triggering the crisis management system isn’t a daily pursuit. It’s very intense and needs to be led with discipline and serenity. A captain at the helm is extremely important.

Involve in-house and external experts

Involve in-house and external experts

Although discretion is of the utmost importance, the team can’t wait before calling in expert assistance. The experts will be able to help by casting new light on the facts. Make it clear within which framework they need to function and what is expected of them (discretion, availability…).

Act, quickly and correctly!

Act, quickly and correctly!

The fact that the possible cause of the problem isn’t clear at an early stage, poses a large dilemma for the person in charge of quality while the complaints keep coming in. Sometimes, there is a tendency to find the definite cause to the problem before taking a decision (to recall, for instance).

Although all decisions need to be taken carefully and rationally, it’s important to assess the risk in its entirety (products on the market, target audience…). All these elements must be taken into account during the decision-taking process.