Diary of a Product Recall: How Setton Pistachio Survived A Food Company's Worst Nightmare
Diane Toops speaks with Mia Cohen, of Setton Pistachio, who sets the record straight and shares the company's product recall experience.
By Diane Toops, News & Trends Editor | 06/23/2009
FP: Could you tell us about the new pathogen measures you put in place?
MIA COHEN: Mansour did a total reassessment. The first thing he did was to change the assumption. The basis for the HACCP program is that pathogens in raw nuts is a hazard and is reasonably likely to occur. Because of that we initiated several measures simultaneously. One was total segregation of raw and finished pistachios. It doesn’t make sense to have an intervention and then have common contact areas. Assuming there are low levels of contamination in raw materials, there are several things we have done. We have a comprehensive high-resolution raw materials program. Any raw material pistachio bag or bin goes through intensive sampling at resolutions from 2,000 lbs., so a minimum of 60 samplings are taken from each 2,000 lbs. and tested. If it passes the test and is negative, it goes to further processing. If it fails the process, it is diverted to primary PTO treatment and tested again. It assures even failures would then become safe. Raw pistachios that pass that process then go to roasting and flavoring. Then they are subjected to extensive testing before they reach the market. All interventions have gone through parameters that offer the best level of kill.
FP: What has the company done since the recall to improve the plant?
MIA COHEN: We have made significant upgrades to thoroughly modernize, repair and redesign our processing facility in California to meet significantly stricter food safety standards. We upgraded a portion of the physical structure of the facility, upgraded components of the roasters, installed new machinery and equipment and state-of-the-art sanitization equipment. We have also implemented industry-leading procedures for agricultural practices and a vendor and customer certification system for our supply chain partners. This plan was put in place with the guidance of third-party food safety experts and parallels the successful practices of other food industries.
We began roasting again on June 1 after working through all of FDA’s questions on the recall. Raw in-shell pistachios were never part of the recall. Our customers were very supportive and we shipped them overseas during this time. It was roasted kernel pistachios that were recalled. We’re really focused on the future right now. The recall is over, the product in question has been returned, we’ve made the changes to ensure safety, and look forward to providing roasted pistachios again.
FP: Do you feel the media was fair in its reporting?
MIA COHEN: I understand there is concern when a voluntary recall is initiated. We immediately took responsibility and communicated with our stakeholders, and felt our message was clear -- we were handling the recall effectively, and focused on ensuring our facility was improved and operations were incorporating pathogen controls.
FP: The worst charge has been that Setton knowingly shipped products that contained salmonella. Could you respond?
MIA COHEN: When all of the facts are taken into account, the evidence clearly demonstrates that no shipment of pistachios left our facility following a positive test for salmonella. And to the extent that any positive results were reported to us by our outside lab after shipment, we took immediate action to alert our customers and ensure the product in question was either quarantined or returned to us for remedial action.
FP: Has your relationship with the FDA been positive?
MIA COHEN: Yes, the FDA has been a real partner. Obviously, we had never been through a recall before, so we were anxious to learn from them. They were also pleased with our cooperation. We took responsibility, brought in food safety experts to guide us, worked very closely with them. We continue to keep them abreast about or physical plant and processing changes, and they are pleased with what we’ve done.
FP: How has this affected your family and employees?
MIA COHEN: It’s been difficult on our family, but it’s our employees who are of paramount importance to us. Although we have 500 employees at our Terra Bella facility, we know them very well. Many of them have been with us for many years. This year alone they handled 54 million lbs. of pistachios. They were just as surprised as we were. The employees are very pleased with the changes we made to the physical plant, changes in operations and the people brought in to guide us. It’s resulted in a shift of responsibilities, and our employees have been very supportive. Everyone who works for us is part of our family and we appreciate the work they do.
FP: What did Setton learn from this difficult situation?
MIA COHEN: Our company learned that communication is of vital importance. We reached out to our customers and shared what we learned and what we were doing internally, and we wanted them to know we had open lines of communication so they felt free to contact us. Those first few weeks, we talked to our customers and set up two consumer hot lines, so that consumers knew we were handing the recall effectively. We wanted them to know we were taking the appropriate steps to ensure their safety. By creating those venues for our consumers, they had the ability to ask questions and get answers.
FP: What can other companies learn from this situation?
MIA COHEN: Other companies should take into consideration the possibility of pathogen contamination, even if their company has never seen a problem before. Pathogen control is where you start. Communication is key – immediately begin communicating with customers assuring them you are on top of the situation. Understand what FDA is asking you to do, and you are doing your best to handle all details. Make sure you are focused on making the necessary changes that will continue to allow your customers to be involved. Our customers supported us all the way through. They know how we feel about our products and that we take safety seriously. Many have been to our plant and saw our attention to detail in every phase of production. We would guide others to focus on learning from this experience to become a stronger company. At the end of the day, focus on continuous improvement on a daily basis to ensure success.