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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 strategically positioned 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.
Table of Contents
5..........................................................................Restaurant HACCP
7........................................................................Crisis Management
11.........................................................................Consumer Affairs
SOPs
Desktop Review
RQA consultants will review the facilitys Standard Operating Procedures (SOPs) to ensure they are in compliance with the Food Code, in addition to identifying gaps, and providing advice on improvements, if needed.
SOP Development
RQA consultants will work with the facilitys personnel to develop SOPs. This will be based on a modified HAACP format from suppliers to service.
Restaurant HACCP
Crisis Management
10
Consumer Affairs
12
Response Training
Crisis Management team Security awareness Corporate principals/family Personal staff Corporate employees
Client Consultation
RQA, Inc. consultants will provide support through phone calls, on-site visits to review services, and 2-4 hour presentations.
14
Food Forensics
RQA Food ForensicsTM brings together industry leaders to provide the best in consumer complaint retrieval, expert triage, and product contamination identification services. Strict chain of custody controls are followed, and photographic evidence is maintained of all samples received. Accurate, timely identification is critical when determining the response to a product contamination event. RQA Food ForensicsTM offers a full scope of analytical testing, with rapid results for initial triage, extended investigation, and testing of complaint samples, along with integrated document management. Should matters end in litigation, we can offer expert testimony support.
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In the restaurant industry, contamination can manifest itself in various ways: foreign objects, off odors, mold, even alleged rodent contamination. Any suspicion of foreign matter by a consumer can lead to a negative impact, whether through bad publicity or legal action. Proper handling of complaint samples, followed by timely identification, allows restaurants to quickly establish factual information about a complaint. This begins with a solid identification of the material in question. In many cases, alleged animal droppings turn out to be char, alleged animal parts are simply hardened lumps of product, or a pill is found to come from a customers own prescription. A basic identification, supported by firm documentation and proper chain of custody, is often sufficient to quickly resolve many issues. In other cases, it may be necessary to conduct a more specific identification, determine the point of introduction, identify potential tampering, or provide expert scientific support during deposition or trial. In many cases, a review of an opposing sides laboratory report can offer new insights, reveal errors, or suggest more appropriate analyses that should be conducted. RQA Food Forensics, in conjunction with the microanalytical expertise of Microtrace LLC, experts in criminal forensic analysis and the identification of unknown food and complaint related substances, has the experience, laboratory capabilities, and reputation to provide unbiased factual information and legal support that can withstand legal scrutiny and help to quickly and accurately address both typical and atypical complaint issues.