AUTOMATED RECALL MANAGEMENT SYSTEM FOR ENTERPRISE MANAGEMENT APPLICATIONS

• US 20070239502A1
• Filed: 05/18/2007
• Published: 10/11/2007
• Est. Priority Date: 07/02/2003
• Status: Abandoned Application

• Current Assignee: SAP SE
• Original Assignee: SAP AG (SAP SE)
• Inventors: BABU, Suresh
• Application Number:
  US11/750,587
• Publication Number:
  US 20070239502A1
• Time in Patent Office: Days
• US Class Current: 705/7
• CPC Class Codes: G06Q 10/06395 Quality analysis or management
• CPC Class Codes: G06Q 10/08 Logistics, e.g. warehousing, loading or distribution; Inventory or stock management
• CPC Class Codes: G06Q 10/20 Administration of product repair or maintenance
• CPC Class Codes: G06Q 30/014 Providing recall services for goods or products

Abstract

A computerized recall management tool permits an organization to recognize and proactively manage events that can indicate a need to initiate a product recall. Product performance data often is made available to an organization through very diverse communication channels, including from customers, distributors, suppliers, governmental or industry agencies in addition to its internal manufacturing and testing sources. The recall management tool may include modules to recognize patterns of product defects from product performance data, to model an extent to which a product defect may proliferate throughout its distributed products, to alert operators when such patterns are detected, to manage regulatory reporting events and other notification milestones and to manage a recall itself.

Claims

1-19. -19. (canceled)

20. A computerized recall management system, comprising:

a communications system to facilitate communications regarding a product defect, comprising;

a data harvesting agent to receive product performance data for a product in a product distribution chain;

a product defect data solicitation unit to solicit product defect data from product distribution chain sources upon detection of the product defect;

a recall reporting system, storing a plurality of reporting templates representing recall reporting requirements, to generate a plurality of recall reports for a plurality of external entities from stored recall repository data and solicited product defect data according to parameters defined in the reporting templates, wherein each report to each external entity is unique; and

a recall notification system to generate and transmit recall notifications to entities affected by the product defect, wherein each recall notification to each affected entity is unique;

an early warning and assessment system to analyze the received product performance data received from the product distribution chain sources and detect product defect patterns from the received product performance data;

a recall repository to store product performance data identifying product defects, recall operations data representing performance of the recall, and recall performance data to be included in the plurality of recall reports; and

a recall operations system to manage recall operations of a product subject to a recall.

21. The recall management system of claim 20, wherein the recall notification system classifies each affected entity to which it communicates based on actions to be taken by the affected entity and communicates with the respective affected entity in a manner that is specific to the classification applied thereto.

22. The recall management system of claim 21, wherein the affected entities are classified into one of the following groups:

customers, media, partners and regulators.

23. The recall management system of claim 20, wherein the recall reporting system formats the reports according to the reporting requirements of the intended external entity and transmits the reports according to a predetermined timetable set by the intended external entity.

24. The recall management system of claim 23, wherein the external entities are regulatory agencies.

25. The recall management system of claim 20, wherein the early warning and assessment system comprises:

a defect processing agent to analyze the collected product performance data relative to product performance benchmarks and identify known and unknown product defects based on the analysis, wherein in response to an identified unknown product defect, the defect processing agent generates an alert; and

a defect classification agent to compare a frequency of occurrence of the known product defect within a product line to allowable statistical limits in response to an identified known product defect, wherein if the frequency is greater than the allowable statistical limits, the defect classification agent generates an alert.

26. The recall management system of claim 23, wherein responsive to the generated alert, the early warning and assessment system is further to perform product distribution modeling to determine an extent to which defect products have propagated through the product distribution chain.

27. The recall management system of claim 20, wherein the recall operations system comprises:

a recall protocol template to provide recall procedures that govern the recall of the defective product;

a service management unit, responsive to a return of an allegedly defective product, to verify the allegedly defective product is subject to the recall and to authorize performance of the recall procedures; and

an automated customer service center to receive feedback and complaints related to the recall or the recall procedures from recall participants.

28. The recall management system of claim 20, wherein the product distribution chain sources are suppliers, manufacturers, distributors, and consumers.

29. The recall management system of claim 20, wherein the data harvesting agent receives the product performance data from suppliers, manufacturers, distributors, and consumers.

30. The recall management system of claim 20, wherein the data harvesting agent receives the product performance data from testing systems and quality control systems internal to a manufacturer of the product.

31. The recall management system of claim 20, wherein the data harvesting agent receives the product performance data from testing systems external to a manufacturer of the product and governmental agencies.