9:30 PM 32% 0 --+ a mga.view.usg.edu 1 of 5 Quality in Practice: Building Trust
ID: 396838 • Letter: 9
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9:30 PM 32% 0 --+ a mga.view.usg.edu 1 of 5 Quality in Practice: Building Trust Through Quality at Gerber The Gerber baby picture-which accompanies everything from strained carrots and banana cookies to teething rings and diapers- has developed into one of the most recognizable brand images in the world. According to Gerber, the company received the highest customer loyalty rating out of 3,500 U.S. corporate and product brands, topping companies such as Nike and Coca-Cola. To parents around the world, the Gerber baby means quality, and the Gerber Company has long been a leader in using quality tools to uphold its reputation. While Gerbers quality programs have gone through various stages over the years, their goal has remained the same: to make sure consumers continue to see the Gerber baby, which has gone through periodic updating of its own, as an emblem of excellence. Gerber is the leader in the development, manufacturing and marketing of foods and products for children from birth through age 3. The company dominates the U.S. retail baby food market with a 700% share against competitors Heinz and Beechnut, and rings up about SI billion in annual sales. Gerber employs 6,200 people altogether at its headquarters and main processing plant in Fremont, M, and its plants in Fort Smith, AR: Costa Rica; Mexico: Venezuela; and Poland. Together these facilities produce 190 food products- which are labeled in 16 languages and distributed to more then 80 countries Gerber's Baby Care product line (featuring items such as rattles, bottles and eating utensils) was launched in 1960 and currently features some 300 products. This line is largely manufactured in Reedsburg, WI, and China In 1994, Sandoz Ltd., a pharmaceutical manufacturer, purchased Gerber. The 1996 merger of Sandoz and Ciba Geigy, also known for producing pharmaceuticals, established the Novartis Company Located in Basle, Switzerland, Novartis positions Gerber as a primary member of its consumer health division. The company began in the Gerber family kitchen in 1927. Aftler watching her husband's messy attempt at straining peas for their daughter, Dorothy Gerber suggested that the task would be better accomplished at the family-owned canning plant. Daniel Gerber agreed and was so taken by the idea that within a year he had manufactured enough of five baby food flavors to begin national distribution. Understanding the concern parents have for what their babies consume, Gerber paid close attention to whatExplanation / Answer
1. Gerber is used the technique team work and teach their employee about the production methology and procedure. They hire the consultant to create the positive environment among the team member and make a workplace better. Gerber teach the employees how to adjust in environment and work as team for better quality product. This technique is spreak out throughout all the plants.
Gerber implement the process control plan and prepare a standard procedure of production process that can be followed in production floor. Replace inspection operator with auditing operator to improve the process.
Gerber prepare a system in which it can monitor the customer feedback and close eyes continiously. Gerber takes its customer seriously and make a Gerber consumer department which monitor the customer complaint through message and phone call.
2. Gerber shows that it cares about it customer and its feedback is very important so that they open Gerber consumer department. In which they take the feedback from customer & solve the customer issues.
They hire a consultant to awareness about the team work who teach the employees how to adopt in different environment works for organization growth with team members.
Gerber is popular for its innovative and world class product throughout the world. They use best production methology for prepare the product.They proof is innovative thinking by eleminating pesticide from his product which is good for safety point of view as well.
3. Gerbars always want to reach to their customer directly so the make a consumer complaint portal in which customer can direclty give a feedback to company about their product. Customer have the option to rech the company by phone call or online portal. And they have more focus on customer complaint so that no customer go for consumer complaint. There innovative product and standard process make them safegurad during crisis. Gerber have learned the lesson that customer complaint always should be on top priority.
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