MBA Operations Management - Case Study Guides - 07: FARM TO FORK: QUALITY AT DARDEN RESTAURANTS

FARM TO FORK: QUALITY AT DARDEN RESTAURANTS

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1. It is not by chance the Darden calls its food quality program
“Farm to Fork.” The Farm to Fork program is a comprehensive
program that addresses quality from (a) the food source via evaluation, selection, development of sources; to (b) similar commitment along the processing and logistics chain; to (c) standards for
delivery, preparation, and serving at the restaurant. This includes
hygiene and monitoring both the hot and cold temperature standards along each step to delivery to the final customer’s fork.
AACSB: Application of knowledge
2. Many options in any restaurant exist for fishbone analysis.
These include customer satisfaction, employee performance, meal
quality, and delivery quality. In the solutions of Chapter 6, we
presented several fishbone charts that can provide a starting point
for quality analysis in a restaurant:
 For the dissatisfied restaurant customer, see Solution 6.8,
“A Dissatisfied Airline Customer”
 For the problem employee, see Solution 6.9, “Getting to
Work Late”
 For the incorrect bill, see Solution 6.11, “Incorrect Fee
Statement”
 For problems in food prep, see Solution 6.14, “Incorrect
Formulation”
 For problems with delivery, see Solution 6.16d, “Increasing Defective Shipments”
AACSB: Analytical thinking
3. Darden uses attribute sampling to evaluate product size
(shrimp too large or too small), number of products not maintained at the proper temperature, etc.
LO S6.5: Build p-charts and c-charts
AACSB: Application of knowledge
4. Observations from the data:
 The mean weight ( ) x is within the upper and lower
control limits.
 The range ( ) R , with the exception of sample 11, is within
the control limits. Note that sample 11 had a problem as it
is out of range on the R chart and at the minimum on
the x chart.

 

 

 

 

 

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Operations Management: Sustainability and Supply Chain Management, 12th Edition (Free Ebooks Download)
Jay Heizer, Texas Lutheran University
Barry Render, Graduate School of Business, Rollins College
Chuck Munson, Carson College of Business, Washington State University

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