Post-sale Incident Analysis
March 16, 2023 at 1:00 - 2:00 pm Eastern Time
Cost: Free
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SPSP will continue its 2023 series of webinars with a timely discussion of how to conduct a post-sale incident analysis.
Proactive product safety professionals must establish procedures to identify sources of post-sale product safety information and develop effective protocols to handle the information received. The speakers will discuss a number of the many components of an effective post-sale safety program and will include the following:
How to develop training for call center personnel to obtain information required to perform an adequate post-sale incident analysis.
How to identify questions to ask consumers or others when reports are received.
How to develop guidelines for company personnel assigned to review the post-sale safety information to make a decision as to whether to undertake an investigation and what that investigation would entail.
How to decide which decision matrices need to be developed to assist personnel in determining if and when the product should be returned to the company by consumers for failure analysis.
How to analyze and document any decision, especially one to implement a corrective action appropriate for products in the field or just future products.
An additional question is what role should a lawyer play in this process and whether there should be an attempt to establish attorney-client and/or work product privileges over some of these documents.
Ken Ross will serve as the moderator. Speakers include two inside product safety professionals and an independent engineering consultant whose areas of expertise includes post-sale failure analysis. Their backgrounds are as follows:
Mark Hickok is VP - Safety and Regulatory for Milwaukee Electric Tool Corporation. He has over 32 years of product safety experience and currently leads a team of safety professionals responsible for ensuring compliance with applicable domestic and international product safety standards and government regulations. He has significant experience working with 3rd party certification bodies (e.g. UL, CSA) and government agencies, including CPSC, OSHA, FCC, DoE, and U.S. DOT. Mark serves as a representative to a number of trade associations and standards making committees, working on both domestic and international requirements. He is a Certified Product Safety Professional, having successfully completed SPSP’s certification program, and is a Certified Fire and Explosion Investigator.
Dr. Jason L. Hertzberg is a Corporate Vice President and Principal Engineer at Exponent, Inc., leading the firm’s global product safety consulting offering. Dr. Hertzberg routinely conducts Consumer Product Safety Commission (CPSC) product recall investigations for Fortune 500 and privately held companies in North America as well as companies in Europe and Asia. His broader consumer product work includes targeted testing and analysis of new products before they are introduced into the marketplace, management of change, use of risk methodologies, substantiation of product performance claims, failure analysis of field-returned products, product recall investigations, evaluation of correction action plans, and product liability.
Larry Bell is Director of Product Safety, North America, BSH Home Appliances Corporation, Irvine, California. Larry Bell has over 25 years of experience in product safety, quality management and quality engineering. Larry is responsible for the development and oversight of BSH’s product safety compliance program, which includes monitoring safety related field incidents, data analysis, risk assessments, pre-development safety reviews, evaluation of field returns, and coordinating loss investigations for all BSH products sold in North America. He is particularly adept at risk management, root cause analysis, safety prevention, and process development. Larry maintains liaison with standards organizations, industry associations, and government regulators on safety related matters, and advises senior management on potential product hazards. He is responsible to recommend, develop, and monitor recall execution plans for BSH when the need arises.