RQA, Inc.

Insurance Services

Delivering world class services to the food, beverage, personal care and consumer products industries worldwide.

RQA, Inc.
Founded in 1989, RQA delivers world class crisis management services to the food, beverage, personal care, and consumer products industries, providing solutions from concept to consumption. We offer extensive expertise in crisis management and insurance services, which includes strategic consulting, risk mitigation, and risk assessment. With over 1000 incident responses to date, RQA offices around the world are positioned strategically to respond to your global concerns. Highly experienced local consultants, who are knowledgeable in your specific regulations, provide cost effective support. Internationally recognized laboratory partners support your analytical and microbiological testing needs. Wherever you work within your products life cycles, RQA is there with product development, quality assurance support, manufacturing services, consumer response, and crisis management capabilities.

Catlin Group Limited

Catlin Group Limited is a leading global specialty insurer and reinsurer that provides creative risk management solutions to clients worldwide. Throughout its history, Catlin has strived to build a business for the future through a firm commitment to disciplined underwriting and a forward looking approach to managing underwriting cycles. Catlins goal is to offer a consistent source of underwriting expertise and capacity to clients and their brokers through both hard and soft markets. Catlin strives to provide brokers and assureds with the same excellent level of service no matter where in the world they are located. Catlin has been assigned financial strength ratings of A (Excellent) by A.M. Best and Standard & Poors has assigned the overall Lloyds market an insurer financial strength rating of A+ (Strong).

RQA, Inc. and Catlin Group Limited

Prevention, planning, and execution are essential components of successfully managing a product recall or crisis. Catlin Group Limited subscribes to this philosophy by offering their insured a 5% credit of the net premium that can be used towards crisis management services and consulting solutions provided by RQA, Inc. Clients have access to RQAs full range of services 24/7/365. RQA, Inc. offers a comprehensive library of loss mitigating and incident response services outlined within this brochure. All services provided are strictly confidential between the insured and RQA, Inc.

Table of Contents

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Crisis Management Product Recall Food Defense Complaint Sample Handling Extortion Supplier Management HACCP Audits Customer Experience Management Other Customized Services Incident Response Food Forensics Crisis & Recall Response Helpful Links Service Summary

Crisis Management

Merriam Webster defines a crisis as an unstable or crucial time or state of affairs in which a decisive change is impending; especially: one with the distinct possibility of a highly undesirable outcome A crisis is an unexpected . and unpredictable incident that poses a threat to the organization, significant business interruption, and requires immediate and efficient decisions and actions. Most would say a crisis is inevitable, and there is no such thing as a business in which crises do not occur.
While prevention of a crisis is the ultimate goal, that is not always possible. Planning in advance is essential for an organization to be prepared in order to respond appropriately and promptly in a crisis situation and minimize risk, turmoil, and damage. RQA, Inc. can help you be prepared for the unexpected by offering several crisis management services. significant business interruptions and damage. This includes an assessment of your organizational structure, manufacturing and distribution model, and standard operating procedures integral to successful crisis management. The purpose of a crisis management plan is to outline potential business risks and crisis incidents, identify the crisis management team, provide tools to aid decision making, guide actions essential for varying types of incidents, and provide a communication framework for reporting incidents internally and externally. The plan will be customized to your company, products, business, and potential crisis incidents that can affect your business, such as destructive fires, explosions, natural disaster, malicious product tampering, workplace violence, etc. Benefits to Your Company: Delivers a plan that meets industry best practices and is in line with agency guidance and regulations Provides a guidance document to help your company through a crisis

Crisis Management Plan Desk Top Review

An RQA consultant will review your existing crisis management plan and procedures and provide a written report detailing strengths and specific recommendations for improvement. This assessment is performed against industry best practices as well as current regulatory requirements and guidance of the applicable regulatory agency. In addition, after proposed changes have been incorporated into the crisis management plan, an RQA consultant will review the revised plan and make recommendations, as necessary. Benefits to Your Company: Benchmarks your plan versus industry best practices and agency guidance and regulations Assesses supporting documentation and procedures Identifies gaps and improvement opportunities

Crisis Management Workshop

A crisis management workshop is a combination of lecture and class participation activities. Each workshop may be customized to your company, products and processes and locations, as needed. The following topics are covered: Crisis Defined Core and Supporting Programs Crisis Management Program Types of Crises and How to Handle Each Type Business Impact Analysis Business Continuity Planning Basics Crisis Communication

Crisis Management Plan Development

If a company has not yet prepared a crisis management plan or needs significant re-drafting/ re-development of its crisis management plan, an RQA consultant will develop and prepare a crisis management plan that documents your corporate and/or business unit crisis management policies and procedures where a sudden crisis would cause

Who Should Attend? All crisis management team core members and alternates Extended team members and internal subject matter experts (SMEs) Benefits to Your Company: Provides information and tools to prepare you to respond appropriately and promptly to a crisis situation Allows you to assess and confirm your crisis management program and uncover any gaps spark new ideas for improvement Duration: 1 day (6 - 7 hours)

There are three Simulations levels: Level 1 Desk Top Round Table Discussions The crisis management team is given scenarios (what would you do if?) that are pertinent to your business and your locations. Scenarios are escalated and teams reactions and responses are recorded then discussed to enforce positive reactions and address gaps or alternative ways of addressing the issues as they are presented. Business impact analysis and business continuity plans may be discussed. Level 2 Classroom Style Simulation This is a predetermined crisis or combination of crises where the members of the crisis management team, their alternates, and other internal/ external resources are tested. Dynamics of the groups reactions and responses will be discussed and rated. Gaps are addressed and alternative ways of addressing the issues are presented. Business impact analysis and business continuity plans may be discussed. Level 3 Interactive Crisis Management Drill This is an advanced simulation with multiple escalations and challenges happening concurrently. Local police or fire station officials may be involved based on their availability and cooperation. A building evacuation or stay in place drill may be tested. Mock media interation may be tested. Business impact analysis and business continuity plans may be discussed.

Crisis Management Simulation

A crisis management simulation tests the overall preparedness and effectiveness of your people, processes and systems and is customized to your company, locations, manufacturing and distribution model, and products. It is an interactive, real scenario, with pre-arranged escalations that are introduced throughout the day. A simulation assesses the crisis management process flow, decision making processes; team reactions, on-the-spot actions plans, and team roles, responsibilities, and interaction. An RQA consultant will work with you to develop a realistic scenario that will be unknown to the crisis management team and will be introduced on the chosen day.

Who Should Attend? All crisis management team core members and alternates Extended team members and internal subject matter experts (SMEs) Benefits to Your Company: Proactively tests your crisis management program: People (crisis management team, internal extended team, subject matter experts, and external team anyone involved in the crisis management incident) Processes (crisis management plan and associated procedures, communications, etc.) Systems (employee lists, consumer/customer hot line and database, product traceability, dark web site, etc.) Report provided that outlines strengths and areas for improvement opportunities Duration: Level 1: 1 day (6 - 7 hours) Levels 2 and 3: 1 - 2 days (6 - 14 hours)

Product Traceability and Recall Actions, if necessary Business Impact Analysis Corrective Action Plans Business Continuity Plans, if necessary Communications Capabilities Need for Disaster Recovery Measures Other Topics Related to the Specific Crisis

Who Should Attend? All crisis management team core members and alternates, and decision team members Extended team members and internal subject matter experts (SMEs) who participated in the event Benefits to Your Company: Proactively assesses your internal crisis management program People (crisis management team, decision team, internal extended team, subject matter experts, and external team anyone involved in actions taken prior to, during and after the event) Processes (crisis management plan and associated procedures, communications templates, etc.) Systems (ability to access data critical to the event in order to minimize losses and affect of the event on people, the company, other stakeholders, etc.) Documents strengths and improvement opportunities Allows you to update your crisis management program (team, plan and process) Report provided that outlines strengths and areas for improvement opportunities Duration: 1 2 days (6 - 14 hours) varies, depending on number of locations and personnel availability Could be done via phone or video conferencing

Post Crisis Assessments

Best-in-class crisis management programs include post crisis assessments to ensure the most effective crisis management strategies are incorporated and used in the future. RQA recommends completing a post crisis assessment within one month of a significant crisis event. This includes all participants assembling to evaluate the series of events that led to the crisis, actions taken throughout the crisis, and strengths (what went well) and gaps (improvement opportunities) in the crisis management program. RQA consultants will facilitate the discussion by asking specific questions and documenting all responses. Some of the main areas discussed include: Timing of Identifying the Significance of the Issue Evaluation of the Steps Leading to the Crisis Timing of Decisions and Who Made Decisions Evaluation of the Team Dynamics and Response Health/Safety Hazard Evaluation Scope Determination Determination of Product Issues

Other Customized Services

Customized services will be developed as requested and required by Client.

Planning in advance is essential for an organization to be prepared in order to respond appropriately and promptly in a crisis situation and minimize risk, turmoil, and damage.

Product Recall

It is vital for all manufacturers and distributors to be able to successfully manage recalls, with the ultimate goal of protecting consumer health and safety.The key to successful recall management is preparation, which includes assigning a team, developing a plan, process and program, and testing them to assure they are kept current and are fully operational.

RQA, Inc. offers a variety of services to help you and your company prepare to successfully manage a recall.

Recall Plan Desk Top Review

An RQA consultant will review your existing recall plan and procedures and provide a written report detailing strengths and specific recommendations for improvement. This assessment is performed against industry best practices as well as applicable agency (e.g., FDA, USDA, CPSC, CFIA, etc.) regulations and guidance. In addition, after proposed changes have been incorporated into the recall plan, an RQA consultant will review the revised plan and make further recommendations, as necessary. Benefits to Your Company: Benchmarks your plan versus industry best practices and agency guidance and regulations Substantially reduces the impact of a recall Assesses supporting documentation and procedures (e.g., quality and safety policy, nonconforming product control, traceability, consumer/ customer response process, etc.) Identifies gaps and improvement opportunities

This includes an assessment of your organizational structure, manufacturing and distribution models and standard operating procedures integral to successful recall management. The recall plan will include references to pertinent regulatory agencies, regulations, guidance, definitions/terminology, and examples of communications templates. The plan will be customized to your company, products, and business. Benefits to Your Company: Delivers a plan that meets industry best practices and complies with agency guidance and regulations Provides a guidance document to help your company through a recall incident

Recall Workshop
A recall workshop is a combination of lecture and class participation, such as trivia questions, group activities, case studies, mini simulations, and role plays. Each workshop may be customized to your company, products, and processes. The following topics are covered: Recall Environment Recall Examples, Statistics and Impact Regulatory Framework Agencies, Regulations and Guidance Definitions/Terminology Best Practices in Recall Management Core and Supporting Programs Recall Program Crisis Communications

Recall Plan Development

If you have not yet prepared a recall plan or your existing recall plan needs significant re-drafting/ re-development, an RQA Consultant will develop and prepare a recall plan that documents your corporate and/or business unit recall policies and procedures within an industry best practice model.

Recall Process Six Stages

Who Should Attend? All recall team core members and alternates Extended team members and internal subject matter experts (SMEs) Benefits to Your Company: Provides information and tools to help you successfully manage a product recall Allows you to assess and confirm your recall program and uncover any gaps - spark new ideas for improvement Provides up-to-date regulatory information Duration: 1 day (6 - 7 hours)

The execution and termination stages (e.g., retrieval, disposition, replenishment, and effectiveness checks capability) may also be tested, depending on the simulation level you select. An RQA consultant will work with you to develop a realistic scenario that will be unknown to the recall team and will be introduced on the chosen day. There are four simulation levels: Level 1 Basic Simulation The scenario developed for Level 1 is relatively simple, involving a single product and a single plant, and designed to test a portion of the recall process. The scenario is announced, so all participants are aware and have blocked their schedules. RQA consultants will provide an overview before starting the simulation and may provide a high level of coaching and guidance. This level is designed to be more like a training session; the entire core team will be involved throughout the day (as observers) to learn about all stages and each persons role in the recall action. There is no contact with the decision team and limited contact with the extended team or external subject matter experts.

Recall Simulation
A recall simulation tests the overall preparedness and effectiveness of your people, processes, and systems and is customized to your company, manufacturing and distribution models, and products. It is an interactive, real scenario that assesses critical parts of recall management, including: initiation, investigation, escalation, health hazard assessment, scope and class determination, recall recommendation, decision making/approval, lot traceability, and internal/external communication capabilities.

Level 2 Standard Simulation The scenario developed for Level 2 involves one or more products and plants but only one distribution/ sales channel/ division. It is designed to test a portion of the recall process. The scenario is announced, so all participants are aware and have blocked their schedules. RQA will provide an overview before starting the simulation and will provide some coaching and guidance. The entire core team may be involved throughout the day (as observers) to learn about all stages and each persons role in the recall action. There may be contact with the decision team and limited contact with the extended team or external subject matter experts. Escalations (potentially unknown to client) will be introduced. Level 3 Advanced Simulation The scenario developed for Level 3 involves multiple products, plants and distribution/sales channels/divisions and is designed to test the entire recall process. The scenario is unannounced, so participants are not aware and have not blocked their schedules (and may not be on site or available, which tests the ability of the alternates to step in). There is no overview meeting; instead, team members will be contacted as they are needed for specific tasks or information. RQA consultants will provide limited coaching and will create multiple escalations/ challenges (unknown to cli-

ent), which may include consumer hot line, agency, supplier, and media role plays. The decision team, extended team, and external subject matter experts will be involved. Level 4 Premium Simulation The scenario developed for Level 4 is an extension of Levels 2 or 3 but involves multiple countries and more advanced or complicated issues.

Who Should Attend? All recall team core members and alternates Extended team members and internal subject matter experts (SMEs) Benefits to Your Company: Proactively tests your internal recall program People (recall team, decision team, internal extended team, subject matter experts, external team, and anyone involved in the recall action) Processes (recall plan, associated procedures, communications templates, etc.) Systems (consumer/customer complaint hot line and database, product traceability and reconciliation, dark web site, etc.) Report provided that outlines strengths and areas for improvement opportunities Duration: Levels 1 2: 1 day (6 - 7 hours) Levels 3 4: 2 days (12 - 14 hours)

Protecting the health and safety of consumers is a companys number one priority.

On Site Recall Systems Audit

RQA consultants will perform an on-site, one or two day visit to one or more of your sites to interview key personnel involved in your recall program. The goal is to assess your recall team, recall-specific procedures, and systems and to challenge some of your people, processes and systems involved in the recall program to determine and advise whether there are opportunities for improvement. Who Should Attend? All recall team core members, alternates, and decision team members Extended team members and internal subject matter experts (SMEs) anyone who had a key role in the recall action Benefits to Your Company: Proactively assesses your internal recall program People (recall team and decision team, internal extended team, subject matter experts, external team, and anyone involved in the recall action) Processes (recall plan, associated procedures, communications templates, etc.)

Systems (consumer/customer complaint hot line and database, product traceability, dark web site, etc.) Documents strengths and improvement opportunities Provides guidance for updating your recall program (team, plan and process) Report provided that outlines strengths and areas for improvement opportunities

Duration: 1 day (6 - 7 hours) varies, depending on number of locations and personnel availability

Post Recall Assessment

Best in class recall management programs include post recall assessments after every recall action to ensure the most effective recall strategies are incorporated and used in the future. RQA recommends completing a post recall assessment within one month of recall termination. This includes all participants assembling to evaluate the recalls success level and identify strengths (what went well) and gaps (improvement opportunities) in the recall program. RQA consultants will facilitate the discussion by asking specific questions and documenting all responses.

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Some of the main areas discussed include: Handling and Escalation of Incidents Investigation Process Team Membership, Knowledge, Availability and Interaction Timing of Recall Decision Health/Safety Hazard Evaluation Scope Determination Product Traceability Recall Effectiveness Corrective Action Plans Consumer Enquiries/Call Center Capabilities Communications Capabilities Who Should Attend? All recall team core members, alternates, and decision team members Extended team members and internal subject matter experts (SMEs) who participated in the recall Benefits to Your Company: Proactively assesses your internal recall program: People (recall team and decision team, internal extended team/subject matter experts, external team and anyone involved in the recall action)

Processes (recall plan and associated procedures, communications templates, etc.) Systems (consumer/customer complaint hot line and database, product traceability, dark web site, etc.) Documents strengths and improvement opportunities Provides guidance for updating your recall program (team, plan and process) Report provided that outlines strengths and areas for improvement opportunities

Duration: 1 day (6 - 7 hours) varies, depending on numbers of locations and personnel availability Could be done via phone or video conferencing

Other Customized Services

Customized services will be developed as requested and required by Client.

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Food Defense

Food defense involves preventing or eliminating the deliberate or malicious contamination of food by biological, chemical, physical, nuclear, or radioactive agents. Most often, the objective of these events is to cause harm or disruption, but the objective may also include extortion.Three main categories are considered in food defense: external, internal, and personnel.

The FDA and the USDA/FSIS strongly encourage establishments to develop, write, implement, test, assess, and maintain a food defense plan. The Public Health Security and Bioterrorism Preparedness and Response Act (The Bioterrorism Act of 2002) enacted after the events of September 11, 2001 reinforced the need to enhance the security of the United States. Congress responded by passing the Bioterrorism Act of 2002, which President Bush signed into law June 12, 2002. It is designed to protect the U.S. from bioterrorism. The law authorizes the U.S. Department of Health and Human Services (HHS) to take action to protect the nations food supply against the threat of intentional contamination. The Food and Drug Administration (FDA), as the food regulatory arm of HHS, is responsible for developing and implementing these food safety measures, RQA, Inc. offers a variety of services to help you and your company assure you have an appropriate and robust food defense program in place.

Assesses supporting documentation and procedures Identifies gaps and improvement opportunities

Food Defense Audit/Risk Assessment

The most effective food defense audits and risk assessments take into consideration the threats, vulnerabilities, consequences, and probabilities associated with specific companies, sites/locations, and/or areas. Food defense issues are addressed in three major categories: external, internal, and personnel. Before the on-site audit/risk assessment, an RQA consultant will obtain a history of the organizations culture in order to identify particular situations or areas of concern and to identify facilities, items, equipment, information, or personnel which will be the focus of the food defense audit/risk assessment. If the food defense plan desk top review has not already been completed, the RQA consultant will also request a copy of the food defense plan, location schematics/ floor plans, and other specifics (e.g., size and location of property, surrounding areas, number and type of employees, products, manufacturing and distribution models, etc.). Benefits to Your Company: Provides a risk assessment of your current food defense plan Identifies gaps and improvement opportunities Report will be provided that outlines strengths and areas for improvement opportunities Duration: Audit/Risk Assessment varies, depending on scope

Food Defense Plan Desk Top Review

An RQA consultant will review your existing food defense plan and procedures and provide a written report detailing strengths and specific recommendations for improvement. This assessment is performed against industry best practices as well as current regulatory requirements of the applicable regulatory agency. In addition, after proposed changes have been incorporated into the food defense plan, an RQA consultant will review the revised plan and make recommendations, as necessary. Benefits to Your Company: Benchmarks your plan versus industry best practices and agency regulations and guidance

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Food Defense Workshop

This workshop includes the following topics: Global Impact of Food Defense Food Defense Strategies Roles of Government and Private Sectors Food Defense Regulations and Guidance Introduction to Risk Management How to Build an Effective Food Defense Program Participants will participate in group exercises, case studies, vulnerability/risk assessments, and build the foundation of a food defense plan. The vulnerability/ risk assessment and building the food defense plan exercises may be based on a fictitious plant or your own facility. This will be determined in the planning process. Who Should Attend? All food defense team members and alternates Benefits to Your Company: By having a food defense plan, you will contribute to a safer and more secure food supply. You will also protect public health, your employees, and your livelihood A functional food defense plan may reduce the risk of unsafe product, economic loss, theft, need for additional regulation on food defense, and company liability Duration: Varies, depending on scope: 4 to 7 hours Customized to your companys needs

Food Defense Program Development

Phase 1: Food Defense Plan Development If your company has not prepared a food defense plan or your food defense plan needs significant improvements, an RQA Consultant will work with you to complete a corporate-level food defense plan, conduct site vulnerability/risk assessments (as needed), and assist in developing a strategic food defense program, based on your companys needs and relevant agency guidance and regulations. RQA consultants will help you develop a food defense program that documents your corporate and/or business unit food defense policies and procedures in an industry best practice model. The plan will be customized to your company, products and business. Phase 2: Vulnerability/Risk Assessment A vulnerability/risk assessment is a key part to developing site-specific food defense plans that roll up to the corporate-level food defense plan. RQA consultants will provide a template and process to complete vulnerability/risk assessments that are site specific, based on: Identifying vulnerable points at the establishment Determining the risk level for each vulnerable point Developing defense measures at vulnerable points identified as high risk Assisting to identify control measures (from simple to complex and from low to high cost) Creating a written plan to document the vulner-

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able areas and the identified control measures Consulting/assisting to implement the control measures, providing training, developing a rollout strategy (if multiple locations are involved), and providing other support, as needed

Food Defense Simulation

A food defense simulation tests the overall preparedness and effectiveness of your people, processes, and systems and is customized to your company, manufacturing and distribution models, and products. It is an interactive, real scenario, which typically begins with receiving initial information about an intentional threat that warrants a preliminary assessment. An RQA consultant will work with you to develop a realistic scenario and escalations. Three levels are available, and all will be customized: Level 1 Basic Simulation Deals with a relatively common situation that will be confined to the core food defense team (and other, selected participants). No internal escalation or external resources will be needed. This level may also involve a table top exercise of multiple situations for team deliberation. Level 1 will be announced to team members, and all participants will block their schedules for a classroom-type session. The simulation will begin with an overview and then proceed with introduction of the scenario and escalations. RQA will provide extensive guidance, if needed. Level 2 Complex Simulation May start as a simple event and escalate to a complicated situation that involves internal escalation, containment, external resource consultation, and extensive cross-functional resource participation. Senior leadership will

Phase 3: Enhancement Strategies RQA will assist you to implement food defense enhancement strategies to prevent, deter and mitigate loss. These strategies may include policies and procedures upgrades, staff training, and supplier requirements for integrated food defense upgrades. Benefits to Your Company: Delivers a plan that meets industry best practices and is in line with agency regulations and guidance By having a food defense program, you will contribute to a safer and more secure food supply. You will also protect public health, your employees, and your livelihood A functional food defense plan may also reduce the risk of unsafe product, economic loss, theft, need for additional regulation on food defense, and company liability Duration: Varies, depending on scope: Corporate Level Plan (3 5 days) Vulnerability/Risk Assessment (1 day per site) Enhancement Strategies (varies, depending on scope) These services may be combined with the Food Defense Workshop

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be involved. You may also choose to involve external resources, such as local law enforcement, the FBI, and external consultants. Level 2 may be announced to some team members. RQA consultants will observe how you react to the event and will provide limited guidance/direction. Level 3 Advanced Simulation, Simulated Criminal Trespass and Exploitation (Red Cell) If you want to test the reliability of your existing physical security operations, to include your guard service, specialized RQA consultants with extensive experience with U.S. and international law enforcement, U.S. military, and intelligence agencies can conduct realistic scenarios to do just that. Our personnel can tailor their efforts to the level of sophistication of your systems and test the requirements you demand of your security personnel, intrusion, and access control systems. RQA consultants are capable of running intelligence operations against your security staff and key personnel to determine their vulnerabilities. Additionally, they test the susceptibility of your facilities to penetration by actual human trespass attempts in order to help you assess the true reliability of the systems you have in

place. Level 3 will be unannounced to team members, but a general timeframe and specific protocols/rules will be agreed upon before the event. Note: Any combination of Levels 1 3 may be customized to your needs. Who Should Attend? All food defense core team members and alternates Extended team members and internal subject matter experts (SMEs) (as needed) Senior management (as needed) External resources (as needed) Benefits to Your Company: Assesses critical parts of your food defense program, including the initiation, investigation, escalation, communication, and decision making processes, and team roles, responsibilities and interaction Proactively tests your internal food defense program People (food defense team and decision team, security personnel, internal extended team, subject matter experts, external team, and anyone involved in the food defense event)

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Processes (food defense plan, associated procedures, visitor/contractor access control, communications processes, external resources network/ relationship with first responders, etc.) Systems (intrusion and access control systems, monitoring systems, phone/IVR/ call center, etc.) Report provided that outlines strengths and areas for improvement opportunities

RQA recommends completing a post-incident assessment as soon as possible, but at least within one month of the food terrorism event. This includes all participants assembling to evaluate the event and identify strengths (what went well) and gaps (improvement opportunities) in the food defense program. RQA consultants will facilitate the discussion by asking specific questions and documenting all responses. Who Should Attend? All food defense core team members and alternates Extended team members and internal subject matter experts (SMEs) who participated in the food defense event Benefits to Your Company: Re-assesses and reviews your food defense program Confirms control measures already in place Documents strengths and improvement opportunities Identifies vulnerable areas Provides a road map for implementing new control measures Provides guidance for updating your food defense program Report provided that outlines strengths and areas for improvement opportunities Duration: Varies, depending on scope

Duration: Varies, depending on scope Levels 1 and 2: 1 1.5 days Level 3: 2 days (1 day of intelligence gathering per facility and 1 day of attempts to penetrate per facility)

Food Defense Post-Incident Assessment

After a threatened or actual food terrorism event, RQA consultants can help you complete a gap analysis to assess the vulnerable areas, the controls already identified in your food defense plan, and any other vulnerable areas identified during the food terrorism event. This is a customized service, depending on the situation, and may include one or more of the service offerings already discussed, such as employee interviews, a food defense audit/risk assessment, a vulnerability/risk assessment of specific locations and/or areas, and assistance to implement enhancement strategies to your food terrorism program to ensure the most effective food defense strategies are incorporated to mitigate associated risks.

Other Customized Services

Customized services will be developed as requested and required by Client.

A function food defense plan may reduce the risk of: unsafe products, economic loss, theft, need for additional regulation of food defense, and company liability.

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Complaint Sample Handling

Companies do not need to understand the technical aspects of a forensic analysis, but it is essential they understand the resources available and the benefits a rigorous scientific analysis can provide. Proper analysis of a complaint or recall sample can provide facts that, with proper interpretation, can in many cases lead to the firm resolution of an investigation.

While it is one thing for a consumer to base a claim on a hunch (experience has shown that these are often wrong), it is quite another for a food company, facing potential litigation, to proceed without knowing exactly what they are dealing with. RQA, through partnership with Microtrace, LLC, offers a series of workshops that help companies understand the importance of complaint or recall sample handling and analysis.

Workshop: Complaint Sample Handling and Analysis for Non-Scientists

What can be done about complaint sample handling and analysis and how does one go about it and why does it matter? Proper analysis of a complaint or recall sample can provide facts that, with proper interpretation, can in many cases lead to the firm resolution of an investigation. In contrast, poor chains of custody, sample handling, or analysis can result in misleading results or jeopardize sample integrity, which may lead to negative legal ramifications. Rather than a technical scientific discussion, this workshop will focus on the motivations that define best practices related to the pick-up, handling, analysis and interpretation of complaint samples. The following topics are covered: Initial pick-up. Chain of custody, sample preservation, proper packaging. Laboratory selection. Not all laboratories are equal. Why in house labs are not necessarily the best choice for complaint sample analysis.

Initial sample evaluation. Preserving evidence and determining a course of analysis. Focusing the investigation. What can be learned from a sample? How far can (or should) an investigation be taken? Laboratory Workshop. Attendees will use a stereo microscope to see for themselves the types of information that can be obtained from a basic examination. Expert reporting. Facts versus interpretation. Ensuring laboratory results are documented, legally supportable, reviewable, and reproducible. Rebuttal of opposing analyses. Evaluating the quality of another report, and the ways in which to look at data from opposing counsel. Risk Management,

Who Should Attend? Legal, Quality Control, Operations, Other SMEs

Benefits to Your Company: Provides information and tools to help you understand the importance of complaint sample handling and analysis. Allows you to assess and confirm your complaint handling procedures to protect your company. Duration: 1 day (7-8 hours)

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Workshop: Basics of Complaint Sample Analysis.

Most labs are set up for specific purposes and are not equipped to work with or think about foreign matter examination. Those that are set up for such a purpose may not be aware of everything that can or should be done when handling a sample. This technical course will provide an introduction to the types of information that can be obtained from consumer complaint samples through basic analyses that require a minimal amount of analytical equipment. The following topics are covered: Chain of custody Proper and meaningful documentation Standard operating procedures versus thoughtful analysis Evidence spoliation concerns and issues Laboratory exercises on sample analysis. Details will vary with the affiliation of the attendees. (Optional) Examination of samples brought by attendees.

Who Should Attend? Quality Assurance, Quality Control, Plant Laboratory Scientist andTechnicians, Operations Benefits to Your Company: Provides information and tools to help you understand the importance of complaint sample handling and analysis. Allows you to assess and confirm your complaint handling procedures to protect your company. Duration: 2 days (14-16 hours)

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Workshop: Advanced Complaint Sample Analysis.

This advanced course will be customized to the particular needs of the attendees with a goal of developing advanced skills in particular areas of complaint sample analysis. Courses will be customized to the particular industry and types of materials encountered. Advanced topics would include approaches to source attribution, report writing and wording, and advanced analytical techniques (sample preparation, polarized light microscopy, microchemical methods, SEM/EDS, FTIR, GC/MS, etc.). Who Should Attend? Quality Assurance, Quality Control, Laboratory Scientist and Technicians Plant

Benefits to Your Company: Provides information and tools to help you understand the importance of the technical side to complaint sample handling and analysis. Allows you to assess and confirm your technical complaint handling procedures to protect your company. Provides guidance on report writing and wording for optimal understanding of sample analysis. Duration: 2-5 days (14-40 hours) About the Instructors. Workshops are taught and designed by Microtrace LLC and Food Forensics LLC scientists who have extensive background in foreign matter identification and source attribution and legal consulting and support. Microtrace scientists actively practice, teach and testify in these matters.

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Extortion

The most effective security risk assessments take into consideration the threats, vulnerabilities, consequences, and probabilities.

Could your organization competently respond if it became a victim of extortion or terrorism or if a key senior employee were kidnapped in the United States or kidnapped and detained in a foreign country? RQA consultants will work with your organization to develop or enhance response plans and procedures that will effectively mitigate losses due to such incidents. Also, should an incident of this nature occur, RQA consultants have ample experience to provide expert advice with regard to critical incident response procedures that are comprehensive. RQA will successfully guide your organizations efforts internally and through the maze of external forces, such as law enforcement, emergency management, other government, and private agencies in order to keep your business functioning while maintaining a positive public image. RQA will conduct a vulnerability assessment of corporate assets and security systems, and upon request, can perform a vulnerability assessment of the residences of key corporate executives to determine adequacy of security systems.

sues are addressed in three major categories: external, internal and personnel. An RQA consultant will obtain a history of the organizations culture in order to identify particular situations or areas of concern and to identify facilities, item, equipment, information, or personnel which will be the focus of the security risk assessment. A written report will identify the risk factors for current risk mitigating measures in place as well as a gap analysis and areas of opportunity for improvement. RQA can also assist the client with implementation of security enhancement strategies, if they are needed, to prevent, deter, and mitigate loss. These strategies may include policies and procedures upgrades, staff training, supplier requirements for integrated security upgrades, or for new system quality and quantity requirements.

Other Customized Services

Customized services will be developed as requested and required by Client.

Security Risk Assessment

The most effective security risk assessments take into consideration the threats, vulnerabilities, consequences, and probabilities. Physical security is-

RQA consultants will work with your organization to develop or enhance response plans and procedures that will effectively mitigate losses due to extortion or terrorism.

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Supplier Management

A Supplier Management Program is a strategic business initiative and not just a purchasing or quality program. A company evaluates the materials it is sourcing and performs an assessment to rank the materials and suppliers by risk element. This progresses to a qualification process then to on-going supplier management.

RQA, Inc. offers a variety of services to help you and your company implement best practices in global supplier management, including supplier ranking and risk assessment, supplier remediation and qualification, supplier audits, on-going relationship management, and other customized services. Each of the standard services may be customized to your specific requirements.

Several key areas will be considered, such as: Specialty or commodity Sole sourced or multiple suppliers Geographical elements regional risks/local sourcing Current or emerging regulatory requirements Known high risk raw materials or packaging components Phase 2: Questionnaire An RQA consultant will work with you to develop a supplier questionnaire. The specific items will be customized to your requirements in order to understand if the suppliers have the basic components you require of a quality and safety system (e.g., recall plan, food defense plan, HACCP plan, third party audits, crisis management plan, allergen control, nonconforming products control, etc.). Phase 3: Desk Top Review of Documents RQA will review the provided documents and complete a high-level, overall assessment, using a predefined template. The output of the three-phased supplier ranking and risk assessment is a summary report, which provides a score for each supplier and an overall risk ranking.

Supplier Ranking and Risk Assessment

An RQA consultant will work with you to develop a customized supplier risk assessment program, beginning with a prioritization and ranking process to determine the higher risk suppliers. This is followed by one or more phases to assess overall risk and identify suppliers needing remediation or further evaluation and/or support. Phase 1: Prioritization and Ranking The first step involves prioritizing and ranking your suppliers. Several factors are considered, such as the source, the types of raw materials or packaging components, and how the raw materials and packaging components are used in your products (e.g., primary, secondary and tertiary). The raw materials and packaging components that are used in or come in contact with your products are higher priorities. This ranking process will help assure that you focus on your most critical suppliers.

An RQA consultant will work with you to develop a customized supplier risk assessment program.

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RQA can also manage the supplier ranking and risk assessment program for you by working directly with your suppliers to request, receive, and review the required documents. Benefits to Your Company: Identifies high risk suppliers Provides a road-map for further supplier selection and approval Identifies gaps and improvement opportunities Enhances supplier relationships Lowers risk of quality and safety issues Duration: Varies, depending on scope

Financial/business stability assessment Regulatory history Insurance status Disaster recovery Unique risks due to material type or geography Third party or internal company audit results Contractual requirements: Continuing Product Guarantee, Pure Food Warranty, Certificate of Analysis Pre-production approval (R&D sample analysis, etc.) Production approval/plant trials Qualification (approval) criteria and disqualification criteria

Supplier Remediation and Qualification

After the risk assessment is completed, an RQA consultant will work with you to develop custom programs for the higher risk suppliers needing remediation, qualification, or further support. The customized supplier remediation plan may include training, on-site consulting, or specific program development. It may also include a recommendation for full qualification or re-qualification. RQA can recommend which areas should be considered in the qualification process, such as:

Benefits to Your Company: Provides a road-map for further supplier selection and approval Identifies gaps and improvement opportunities Enhances supplier relationships Helps assure your supplier base has quality and safety standards that meet your companys requirements, industrys requirements, and regulatory requirements Lowers risk of quality and safety issues Duration: Varies, depending on scope

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As global sourcing continues, it is critical to be confident in your suppliers that they are delivering products that meet your specifications and are guaranteed to be safe.
Supplier Audits
Many standard types of supplier audits are available, and custom audits can be conducted, based on the outcome of the Risk Assessment or your specific requirements.

On-going Relationship Management:

As global sourcing continues, it is critical to be confident in your suppliers that they are delivering products that meet your specifications and are guaranteed to be safe. This requires knowing your suppliers and assuring they have a culture that includes the appropriate level of quality and safety standards. RQA can help you develop an ongoing supplier relationship management program and recommend the critical areas that should be included, such as: Certificate of Analysis/Certificate of Compliance Complaint/incident management systems Annual third party or internal audits Approval status based on performance, e.g. Conditional/ Approved/Preferred Defined strategy for supplier selection for Preferred status Contractual requirements for qualification, approval status and improvement Score cards and metrics

Supplier Risk Assessment

The supplier risk assessment program is a two phased process. These two phases result in an overall score and risk rating for each supplier. This is used to determine which suppliers need further review. Phase 1: Questionnaire A supplier completed questionnaire is scored. This gives the initial risk assessment. Phase 2: Desk Top Audit A desk top audit is conducted of key areas or documents determined by the Client, such as the recall plan, the HACCP plan and the last audit. This review could include a sub-set of suppliers (the highest risk) or all suppliers.

Other Customized Services

Customized services will be developed as requested and required by the Client.

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HACCP

Hazard Analysis & Critical Control Points (HACCP) is a management system in which food safety is addressed through the analysis and control of biological, chemical and physical hazards throughout the supply chain. HACCP is highly recommended for all food products as a way to ensure food safety by proactively identifying hazards and putting controls in place to prevent them.
RQA, Inc. offers a variety of services to help you and your company assure you have an appropriate HACCP Program in place. history, HACCP vs. traditional programs, importance of HACCP for food safety, HACCP methodology, HACCP 7 principles, and HACCPs impact to global trade, industry and your company. Who Should Attend? All food handlers in food manufacturing operations and employees responsible for HACCP and food safety Benefits to Your Company: Participants develop the requisite knowledge and practical skills to implement a HACCP plan in their workplace and be an integral part of your HACCP team Duration: 1 day (6 - 7 hours)

HACCP Program Audit

The RQA HACCP program audit is designed to evaluate your companys HACCP plan at specific locations. The audit process evaluates the plan against the critical control points and compliance to plan at the specific location. The HACCP program audit is based on HACCP system guidelines and industry best practices. Benefits to Your Company: Identifies food safety improvement opportunities

HACCP Plan Desk Top Review

An RQA consultant will review your existing HACCP Plan and procedures against industry best practices and current regulatory requirements. Benefits to Your Company: Identifies food safety improvement opportunities

Advanced HACCP Workshop

This interactive workshop builds upon basic knowledge of HACCP principles. Participants should have prior knowledge of HACCP and experience in writing and using a HACCP Plan. Who Should Attend? All food handlers in food manufacturing operations and employees responsible for HACCP and food safety Benefits to Your Company: Participants learn how to understand and control difficult food safety challenges, how to apply science-based risk assessments, and how to fine-tune their HACCP plan Duration: 1.5 days (9 - 11 hours)

HACCP Development Plan

If a company has not yet prepared site-specific HACCP plans or the plans need significant improvements, an RQA consultant will develop and prepare a new plan that documents your corporate and/or business unit HACCP policies and procedures. This service includes an on-site risk assessment of your manufacturing operations and standard operating procedures integral to a successful HACCP program. Benefits to Your Company: Provides an industry best practice HACCP plan that incorporates agency regulations

Introduction to HACCP Workshop

The objectives of this workshop are to introduce the topic and to summarize the key components of a HACCP program. Participants will leave with an understanding of HACCP including basic elements, ,

Other Customized Services

Customized services will be developed as requested and required by Client.

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Audits

An audit of your companys operations can offer valuable data that allows a company to identify gaps in its operations and enact corrective measures. An audit also gives a company a tool to make improvements in its operations.

RQA offers several audits done by knowledgeable, objective, effective and efficient auditors, who have extensive years of industry experience. RQA auditors will determine to what extent your operations and quality systems achieve their objectives, conform to industry best practices, and comply with regulatory requirements. These audits can be performed in most parts of the world.

facilities that manufacture raw material components. The audit process evaluates the suppliers product safety programs and can provide technical assistance to help develop a formal, documented supplier approval and evaluation program.

HACCP Program Audit

The RQA HACCP program audit is designed to evaluate your companys HACCP plan at specific locations. The audit process evaluates the plan against the critical control points and compliance to plan at the specific location. The HACCP program audit is based on HACCP system guidelines and industry best practices.

Supplier Risk Assessment

The supplier risk assessment program is a two phased process. These two phases result in an overall score and risk rating for each supplier. This is used to determine which suppliers need further review. Phase 1: Questionnaire A supplier completed questionnaire is scored. This gives the initial risk assessment. Phase 2: Desk Top Audit A desk top audit is conducted of key areas or documents determined by the company, such as the recall plan, the HACCP plan and the last audit. This review could include a sub-set of suppliers (the highest risk) or all suppliers.

Food Safety Quality Systems Audits

The RQA food safety and quality system (FSQS) audit is designed to provide a thorough evaluation of facilities that manufacture, process, package, or hold food products. Facilities are evaluated in key areas: food safety, quality systems, food security, and supplemental programs. The RQA FSQS audit is primarily based upon U.S. FDA Good Manufacturing Practices (21 CFR 110), HACCP system guidelines (NACMCF Codex), and food industry best practices. ,

Supplier-GMP-HACCP Audits (Supplier Certification)

The RQA supplier GMP/HACCP audit is designed to provide an overview GMP/HACCP evaluation of

An audit also gives a company a tool to make improvements in their operations. 31

BRC/SQF/ISO 22000 Audits

RQA consultants can help you prepare for BRC, SQF or ISO 22000 certification by performing an , audit of the requirements for one of these specific programs. The RQA audit will determine whether or not your company meets the requirements for each key element of the specific food safety management system BRC, SQF or ISO 22000. The results of , this audit allow your company to address any gaps before applying for certification.

Fresh Produce Audit

The RQA fresh produce audit is designed to provide a thorough evaluation of facilities that manufacture, process, package, or hold food products. Facilities are evaluated in two key areas: food safety and quality systems. The RQA fresh produce audit is primarily based upon U.S. FDA Good Manufacturing Practices (21 CFR 110), HACCP system guidelines (NACMCF Codex) and food industry best practices. ,

Foreign Material Audits

Foreign material audits are site and identity-specific, related to the materials in question.

Good Agricultural Practices Audit

The RQA agriculture inspection audit is designed to provide a thorough assessment of sites that grow, process, package or hold raw agriculture produce. The RQA good agricultural practices audit is primarily based upon the U.S. FDA Good Manufacturing Practices (21 CFR 110), HACCP system guidelines (NACMCF Codex), good agricultural practices, and , industry best practices.

Food Defense Audits

Food defense audits are hazard-based assessments performed to determine the risk of malicious product tampering and related extortion. The audit assesses risks related to physical external and internal vulnerabilities as well as risks and vulnerabilities related to people. Consulting on provisions for malicious product tampering within existing contingency plans is provided.

Health and Personal Care Products Audit

The RQA health and personal care products audit is designed to provide a thorough evaluation of facilities that manufacture, process, package, or

RQA auditors will determine to what extent your operations and quality systems achieve their objectives, conform to industry best practices, and comply with regulatory requirements. 32

hold personal care products. Facilities are evaluated in two key areas: inspection and quality systems. The RQA personal care products audit is primarily based upon U.S. FDA Good Manufacturing Practice (21 CFR 110, 700-740), HACCP system guidelines (NACMCF Codex), and industry best practices. ,

products. The audit is primarily based upon U.S. FDA Good Manufacturing Practices (21 CFR 110), HACCP system guidelines (NACMCF Codex), and , industry best practices. It also includes content from ISO 9000:2000 standards.

Home Care Products Audit

The RQA home care products audit is designed to provide a thorough evaluation of facilities that manufacture, process, package, or hold home care products. Facilities are evaluated in two key areas: inspection and quality systems. The RQA home care products audit is primarily based on good manufacturing practices and industry best practices.

Facilities Physical Security Audit

The facilities physical security audit assesses the physical securities measures that are in force to safeguard or protect a companys physical assets, people, property, and information. The audit will review measures to protect facilities which follow the standards and guidelines of ASIS International, a professional organization that leads the way for improved and advanced security performance and industry best practices. Benefits to Your Company: Provides valuable information about your companys operations Identifies gaps that require corrective action or further review Ensures compliance to regulatory requirements Provides key data to improve operations Measures your programs, people, and processes against industry standards and best practices Duration: Varies depending on size of facility or the depth of the audit

Packaging Materials Audit

The RQA packaging material facility audit is designed to provide a thorough evaluation of facilities that manufacture packaging material components. The evaluation encompasses both primary (food contact) and secondary (non-food contact) materials. The RQA packaging material facility audit is primarily based upon U.S. FDA Good Manufacturing Practices (21 CFR 110), HACCP system guidelines (NACMCF Codex) and food , industry best practices.

Warehousing and Distribution Audits

The RQA warehouses and distribution centers audit is designed to provide a thorough evaluation of facilities that package or hold food and/or non-food

Other Customized Services

Customized services will be developed as requested and required by Client.

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Customer Experience Management

Customers are the key to a companys livelihood and success. The ability of the consumer complaint professional to understand and effectively respond to a customers needs and concerns is one of the vital skills required to provide excellent customer service. When a consumer or customer has a potential or actual serious product issue, the consumer complaint professional is the first line of defense for a company. How the consumer complaint professionalhandels and responds to notification of issues is critical in mitigating risk and liability. Consumer complaint professionals must have the ability to identify and understand the magnitude of issues that come to their attention. They must respond efficiently and effectively to a customers needs and concerns and ensure that critical matters are escalated to management. The art of active listening and recognizing caller behaviors are essential in order to respond appropriately, solve a customers problems, and exceed their expectations thereby maintaining trust and developing loyal customers, in addition to protecting the companys brands and image. Provides information to protect the company and minimize liability

Duration: 1 day (6-7 hours) Half day (4 hours)

Consumer Affairs/Call Center Assessment

Consumer complaint management is important in developing and keeping loyal customers and also recognizing problems that need to be addressed. A consumer affairs/call center assessment includes an evaluation of the clients current processes and procedures for handling consumer complaints accomplished through key personnel interviews and demonstration of the clients systems. Call center and escalation procedures will be tested. Gaps identified and opportunities for improvement will be provided in a final report. Benefits to Your Company: Offers an impartial assessment of your current consumer/customer services practices and systems Gaps identified allow your company to make improvements in order to provide stellar service and maintain customer loyalty, and mitigate company liability Provides improvement opportunities in your companys systems in order to provide management with helpful information for decision making and taking action Duration: Half day (4 hours) to 1 full day (6-7 hours) on site or by phone with file sharing

Consumer Affairs/Customer Experience Management Interactive Workshop

This interactive workshop defines what customer service is and customers expectations and wants. Phone and email etiquette, the art of conversation, delivering bad news, the correct way to apologize, problem solving and dealing with different customer types are also covered. More in-depth topics for defusing hostile customers, handling and escalating serious complaints, and the role of the customer service professional in product recall are discussed. Interactive exercises enhance participants understanding of key elements of consumer affairs/customer experience management. Who Should Attend? Consumer Affairs/Customer Service individuals Anyone who deals with customers or consumers Anyone who wants to improve communication skills and understand how to communicate with different personality types Benefits to Your Company: Provides information and tools to prepare you to respond to your customers and consumers in a positive manner Allows you to assess your current consumer/ customer services practices and make improvements in order to provide stellar service and maintain customer loyalty Prepares you to handle serious calls, record important information and escalate critical complaints

Other Customized Services

Customized services will be developed, as requested and required by Client.

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Other Customized Services

RQA consultants can work as an extension of your management team to develop customized services based on your companys structure and project requirements.

RQA, Inc. offers a variety of other customized services and is continually improving and developing new service offerings. Our consultants have extensive years of industry experience along with degrees, advanced degrees and certifications in varying disciplines. In addition to the service offerings listed below and throughout this brochure, RQA consultants can work as an extension of your management team to develop customized services based on your companys structure and project requirements.

GFSI - BRC, SQF, or ISO 22000

RQA, Inc. can provide and structure training programs and program development assistance for clients seeking BRC, SQF or ISO 22000 certification. ,

Customized Plan Templates

RQA consultants will develop customized plan templates for global operations based on a companys global organizational structure, policies and procedures. For more information, please contact an RQA consultant.

On Line Workshops
RQA offers online/web-based workshops so that clients may receive valuable training without leaving their offices. Clients will benefit from the online format, because it allows the flexibility to access the training modules wherever they are, whenever they want, and at their own pace. After each module, participants can complete a self-assessment to help them determine their level of understanding of each of the modules key points and identify where additional training is needed. For a list of our current on line training offerings, please visit our website at www.rqa-inc.com/ insurance.html

Dark Web Site Development

It is best to be prepared before a product recall or crisis incident happens. During a product recall or other crisis, consumers and customers will visit your companys website for key information. RQA consultants can help you develop a dark web site that can be quickly activated during a product recall or crisis incident.

Other
Is there a risk mitigation project that your company needs help to develop? RQA consultants can work with you to accomplish your goals. Contact us for more information.

RQA consultants can work with you to accomplish your goals. Our consultants have extensive years of industry experience along with degrees, advanced degrees, and certifications in varying disciplines. 37

Incident Response

When the insured has an actual or potential event that could result in bodily harm or a health hazard, the insured must act prudently at all times and do all things reasonably practicable to avoid or diminish any insured losses.

In the unfortunate event that your company, as an insured of Catlin, has an actual or potential event that could result in bodily harm or a health hazard, it is important to act promptly. Taking action immediately helps to mitigate the negative effects of a product recall.

event. Also, RQA consultants can work collaboratively on-site to help pinpoint the source of the issue, contamination and outbreaks. RQA consultants have responded to over 1000 incidents worldwide.

Investigative Response Services

Should sophisticated, scientific foreign body analysis be required, RQA can provide assistance through our Food Forensics business. Otherwise, the insured should use one of their own approved labs. For an incident that is likely to have been caused by malicious intent, RQA has consultants who specialize in this type of investigation. The responding RQA consultant will contact one of these specialist who will then contact you directly. Should the incident require public relations support, the responding RQA consultant can offer the assistance of a public relations firm. Otherwise, the insured should use one of its own approved public relations firms.

24/7/365 Incident Hot Line

When the insured has an actual or potential event that could result in bodily harm or a health hazard, the insured must act prudently at all times and do all things reasonably practicable to avoid or diminish any insured losses. You must: Call the 24-hour Catlin crisis hotline number within 48 hours USA & Canada (toll free) 1-877-363-8976 USA & Canada (direct) 1-215-741-2359 Provide the operator with the following information: your name, company name, contact telephone number, brief description of the incident

Physical Product Retrieval

RQAs physical product recall services are offered outside of covered incident response consultancy. Catlin insured will have priority access to these services Costs and are paid through a direct contract with RQA All expenses after the deductible is met can be used towards the claim amount

Incident and Response

Once a call has been placed with the Catlin crisis hotline, one of our RQA consultants will respond to your call as soon as possible, usually within the hour. Inform the consultant of the incident and provide whatever information is available. RQA will provide assistance and/or advice related to the product crisis throughout the product crisis

All work is done in complete confidentiality. 39

Contamination is a threat to product integrity and a common cause of consumer complaints. Timely identification allows clients to determine origin, establish liability, and ensure the appropriate corrective action is taken. Accurate identification is the single most important piece of intelligence required when determining the response to a product contamination.

RQA Food Forensics seamlessly integrates the microanalytical expertise of Microtrace LLC, experts in criminal forensic analysis and identification of unknown substances, food testing and microbiological evaluation, with RQAs industry leading product retrieval capabilities. RQA Food Forensics offers third party objectivity. Your Company can count on rapid results for initial triage and extended investigation and testing of your complaint samples along with integrated document management. We offer strict chain of custody controls and photographic evidence of all samples received. Our extensive physical reference collection is second only to the FBI. Should matters end in litigation, we can offer expert testimony support. RQA Food Forensics offers a full scope of analytical testing.

Foreign Matter Identification

The nature and causes of contamination can be determined by application of advanced non-destructive microscopy techniques and complementary analytical procedures. Complaint Sample Retrieval Sample Triage Light Microscopy Electron Microscopy Elemental Microanalysis GC/Mass Spectroscopy FTIR Microspectroscopy Raman Spectroscopy Microchemistry X-Ray Diffraction Microbiological Testing Expert Scientific Witness

Available Testing
Microbiology (Pathogens and Spoilage organisms) Allergen Testing Compositional and Nutritional Analysis Pesticide Residue Analysis Environmental Analysis Foreign Body and Foreign Matter Identification Taints & Off-flavor Analysis Pharmaceutical Analysis Dermatological Testing Toxicity Screening Forensic Microscopy Packaging Migration Testing Packaging Integrity Testing BSE Testing Specific Risk Material Testing

Common Contaminants
Glass & Metal Pharmaceuticals Plastics & Other Polymers Hairs & Fibers Botanical Fragments Charred Residues Oils & Greases Insects & Rodent Parts General Unknowns

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Crises and product recalls present an intricate array of questions, ranging from accurately determining the scale, nature and scope of the crisis. Companies must be able to quantify potential exposures, evaluate resources available to respond to such risks and make certain that the appropriate solutions are in place to optimize speedy recoveries and limit the financial and reputational impacts.

RQA representatives are on-call 24/7 to offer the insured of Catlin assistance in the event of a potential crisis issue. The following services outline some of RQAs recall/crisis management support.

Product Recall / Withdrawal Retrievals and Effectiveness Checks

RQAs services are targeted to provide the fastest possible recall or withdrawal capabilities, minimizing consumer risk and business interruption. An experienced management team directs an extensive field force of industry professionals. In the event of a recall, product withdrawal or effectiveness checks, Catlins insured will have priority access to these services. Field personnel will identify the affected codes and remove only the affected product from retail outlets or elsewhere in the distribution system. The products may then be destroyed or shipped per the clients instructions. A confidential, proprietary Internet website allows the client to view the status of the recall/ withdrawal in real time, at any time. Status is available by customer account, individual store location, or warehouse location. The website allows the client to print status reports including date, time, number of units removed, and the store managers name to verify visits. The reporting capabilities allow the client to generate and print reports from the website to submit to regulatory agencies at any time of the day or night.

Crisis Management Response and Recall

RQAs crisis management and recall specialists will provide the insured of Catlin a crisis management response service, available 24 hours a day, 365 days a year. In the event of a crisis, product contamination, or other recallable event, our consultants can work collaboratively on-site to help processors, manufacturers, and retailers pinpoint the source of the issue, contamination, and outbreaks. Clients have access to RQAs full range of services, many of which are listed in this brochure. Through RQAs Food Forensics business unit, RQA also has access to several specific testing and analytical methods available to you.

Consumer Complaint Retrievals

When a manufacturer receives a consumer complaint, the speed of retrieval and professionalism in the field are key factors in minimizing risk and liability. RQAs professional network can retrieve product quickly and efficiently, contacting the consumer within 24 hours of the complaint and scheduling the pick-up at the consumers convenience. RQA can go to the store where the complaint product was purchased and perform an audit of products on shelf and store conditions. This store check can provide evidence for complaint verification. Samples may be forwarded to RQA Food Forensics, which brings together industry leaders to provide the best in consumer complaint retrieval, expert triage, and product contamination identification services.

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Post Recall Assessment

Best in class recall management programs include post recall assessments after every recall action to ensure the most effective recall strategies are incorporated and used in the future. RQA recommends completing a post recall assessment within one month of recall termination. This includes all participants assembling to evaluate the recalls success and identify strengths (what went well) and gaps (improvement opportunities) in the recall program. RQA consultants will facilitate the discussion by asking specific questions and documenting all responses. Some of the main areas discussed include: Timing of Recall Decision Health/Safety Hazard Evaluation Scope Determination Product Traceability Recall Effectiveness Corrective Action Plans Consumer Enquiries/Call Center Capabilities Communications Capabilities Who Should Attend? All recall team core members and alternates, decision team members Extended team members and internal subject matter experts (SMEs) who participated in the recall

Benefits to Your Company: Proactively assesses your internal recall program People (recall team and decision team, internal extended team subject matter experts and external team anyone involved in the recall action) Processes (recall plan and associated procedures, communications templates, etc.) Systems (consumer/customer complaint hot line and database, product traceability, dark web site, etc.) Documents strengths and improvement opportunities Allows you to update your recall program (team, plan, and process) Report will be provided that outlines strengths and area of improvement opportunties Duration: 1 day (6-7 hours) varies, depending on number of locations and personnel availability Could be done via phone or video conferencing

Best in class recall management programs include post recall assessments after every recall action to ensure the most effective recall strategies are incorporated and used in the future.

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Some Helpful Links

CDC (Centers for Disease Control) http://www.cdc.gov/ FDA (Food and Drug Administration) http://www.fda.gov/default.htm FDA Chapter 7 Recall Procedures http://www.fda.gov/downloads/ICECI/ComplianceManuals/RegulatoryProceduresManual/UCM074312.pdf Bioterrorism Act of 2002 http://www.fda.gov/RegulatoryInformation/Legislation/ ucm148797.htm FDA Reportable Food Registry http://www.fda.gov/Food/FoodSafety/FoodSafetyPrograms/RFR/ default.htm USDA http://www.usda.gov/wps/portal/usda/usdahome USDA/FSIS Recall Directive 8080.1 http://www.fsis.usda.gov/OPPDE/rdad/ FSISDirectives/8080.1Rev5.pdf CPSC http://www.cpsc.gov/ CPSC Recall Guidance http://www.cpsc.gov/businfo/8002.html CFIA http://www.inspection.gc.ca/english/toce.shtml CFIA Recall Guidance http://www.inspection.gc.ca/english/fssa/recarapp/rap/igguide. shtml Health Canada http://www.hc-sc.gc.ca/index-eng.php Health Canada Recall Guidance http://www.hc-sc.gc.ca/dhp-mps/compli-conform/recall-retrait/ proces-eng.php RQA http://www.rqa-inc.com/insurance.html

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Services Summary and Check List

p2

Crisis Management
Crisis Management Plan Desk Top Review Crisis Management Plan Development Crisis Management Workshop Crisis Management Simulation Post Crisis Assessment

p30

Audits
Supplier Risk Assessment Program Supplier-GMP-HACCP Audits (Supplier Certification) HACCP Program Audit Food Safety Quality Systems Audits BRC/SQF/ISO 22000 Audits Foreign Material Audits Food Defense Audits Fresh Produce Audit Good Agricultural Practices Audit Health and Personal Care Products Audit Home Care Products Audit Packaging Materials Audit Warehousing and Distribution Audits Facilities Physical Security Audit

p6

Product Recall
Recall Plan Desk Top Review Recall Plan Development Recall Workshop Recall Simulation On Site Recall Systems Audit Post Recall Assessment

p12

Food Defense
Food Defense Plan Desk Top Review Food Defense Audit/Risk Assessment Food Defense Workshop Food Defense Program Development Food Defense Simulation Food Defense Post Incident Assessment p36 p34

Customer Experience Management

Consumer Affairs/ Customer Experience Management Interactive Workshop Consumer Affairs/Call Center Assessment

Other Customer Services

On Line Workshops GFSI-BRC, SQF or ISO 22000 Customized Plan Templates Dark Website Development Other Customized Services

p18

Complaint Sample Handling

Complaint Sample Handling and Analysis for Non-Scientists Basics of Complaint Sample Analysis Advanced Complaint Sample Analysis

p22

Extortion
Security Risk Assessment

p38

Incident Response
24/7/365 Incident Hot Line Incident and Response Investigative Response Services Physical Product Retrieval

p24

Supplier Management
Supplier Ranking and Risk Assessment Supplier Remediation and Qualification Supplier Audits Supplier Risk Assessment Program On-Going Relationship Management p40

Food Forensics
Available Testing Foreign Matter Identification Common Contaminants

p28

HACCP
HACCP Program Audit HACCP Plan Desk Top Review HACCP Plan Development Introduction to HACCP Workshop Advanced HACCP Workshop p41

Crisis & Recall Response Service

Crisis Management Response and Recall Consumer Complaint Retrievals Product Recall/Withdrawal Retrieval and Effectiveness Checks Post Recall Assessment

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Notes

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For More Information Contact:

RQA Insurance Services

8828 N. Central Avenue, Suite 304 Phoenix, AZ 85020 insuranceservices@rqa-inc.com

www.rqa-inc.com/insurance.html

RQA World Headquarters 10608 W. 163rd Place Orland Park, IL 60467 708-364-7060