You are the Corporate Communications Manager for Natural Zest Drinks Pte Ltd: Diploma in Food & Beverage Business Assignment, NYP, Singapore

You are the Corporate Communications Manager for Natural Zest Drinks Pte Ltd, a leading producer of healthy bottled beverages including kombucha drinks.

On 20 April 2021, a customer, Ms. Layla had bought a 6-pack Natural Zest Drinks kombucha beverage from her local minimart. When she tried opening one of the glass bottles, the top of the bottle popped and broke off. Ms. Layla sustained a few cuts on her hand and required stitches.

Upon learning of the incident, the company contacted Ms. Layla and provided compensation for her medical expenses. In addition, the company issued an immediate product recall of the affected batch. As Natural Zest Drinks’ Corporate Communications Manager, it is your responsibility to draft an official letter to the Singapore Food Agency (SFA) explaining the situation and to assure SFA that the company has put in place appropriate measures to ensure customer safety. You have gathered the following information:

•The affected Natural Zest Drinks’ kombucha beverage batch date is 12 January 2021.

•Expiry drink for the batch is 12 June 2021.

•Your company has been producing kombucha bottled beverages since 2010.

•First incident since the beverage has been in the market for past 10 years.

•Your company has been using the same bottle manufacturer since 2010.

•Bottle manufacturer report shows that the same process was used in the production of the glass bottles.

•In light of event, immediate product recall of Natural Zest Drinks’ kombucha beverage including 6 packs and individual packs.

•Distributors have been informed to advice customers to return the bottled kombucha beverage (both 6 pack and individual pack) for full refund.

•Advertisements placed in the media to inform of product recall.

•An investigation of both the chemical composition of the drink and glass bottle of the affected batch by an independent lab showed no anomaly.

•Site visit of minimart showed that the bottled drinks were kept in chilled cabinets but the temperature was not optimum.

•Kombucha beverage should be kept refrigerated below 20 degrees Celsius.

•Retailers including the said minimart have been advised to store bottled drinks at the optimal temperature.

•20 April 2021 was an exceptionally hot day with temperatures reaching a maximum of 36 degrees Celsius.

•Your company is relooking at different packaging for kombucha beverages.

You need to deliver the facts sensitively and with tact to maintain the trust and confidence of SFA. For this TMA, you are required to apply the concepts and techniques of organizational writing to demonstrate your ability to write a professionally written business letter to convey the difficult news.