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Benevento Foods: When the Rubber Hits the Dough
內容大綱
For the past 30 years, the president of Benevento Foods, a food processor located in northern New York State, has overseen unprecedented growth. In June 2014, the family-owned company has 90 full-time employees and provides baking mixes and bases to both small stand-alone bakeries and national grocery chains across the United States. It has plans to expand distribution to Mexico and Japan and to develop new product lines, especially for gluten-free items. However, it faces a serious quality failure: one of its customers has discovered pieces of rubber in the latest delivery of baking mix. Is this an isolated event or indicative of a bigger issue? Is it symptomatic of a poor quality culture, lack of accountability on the shop floor and/or a misallocation of resources? What can be done to solve the current problem and make sure it does not happen again?
學習目標
This case is suitable as an introduction to quality in undergraduate and graduate level courses on operations management. Its objectives are: <br><ul><li>Understanding the systemic nature of quality management. </li><li>Gaining an appreciation of different facets of an effective culture of quality in an organization. </li><li>Appreciating the role of preventive maintenance in a manufacturing setting.</li><li>Determining the best course of action to sustain improvement in quality. </li><li>Contrasting quality management and business growth (including new product development).</li></ul>