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Case Study#1 - Durban, Mark Genesis

This case study report analyzes quality practices at Gerber baby food company. It examines how Gerber exhibits total quality management principles like customer focus, teamwork and continuous improvement. The report also looks at how Gerber overcame a crisis caused by consumer tampering through innovation and communication. It determines that applying additional quality perspectives could further strengthen Gerber's business system long-term. The conclusion is that teamwork, trust with employees and loyalty earned from leadership allow Gerber to prosper.

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Mark Genesis Durban
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20 views5 pages

Case Study#1 - Durban, Mark Genesis

This case study report analyzes quality practices at Gerber baby food company. It examines how Gerber exhibits total quality management principles like customer focus, teamwork and continuous improvement. The report also looks at how Gerber overcame a crisis caused by consumer tampering through innovation and communication. It determines that applying additional quality perspectives could further strengthen Gerber's business system long-term. The conclusion is that teamwork, trust with employees and loyalty earned from leadership allow Gerber to prosper.

Uploaded by

Mark Genesis Durban
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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CASE STUDY REPORT

CBMEC 1 - Total Quality Management

Date Submitted February 8, 2023

Submitted by Mark Genesis Durban

Case Title Building Trust Through Quality at Gerber

I. INTRODUCTION

The given case study is about the company founded by the Gerber family, who

was known for its quality, teamwork. Gerber created a system of teamwork by

fostering a group of diverse people which taught the employees to adjust from

change. Soon, it began to prosper with its quality techniques and has developed

into one of the most recognizable companies with having the highest customer

loyalty rating out of 3,500 U.S corporates and other product brands.

Gerber, a company who is the leader in developing, manufacturing and

marketing products for children ( through age 3) globally, has remained the same

with their goals: to make sure consumers continue to see the Gerber baby (the

logo for their company), which has gone through periodic updatings of its own, as

an emblem of excellence. The company built trust in families and has assured

that it is absolutely safe and healthy for babies and comply with all FDA

requirements. Gerber has a history of working with the FDA, USDA and

government leaders on matters of infant nutrition.


II. STATEMENT OF THE PROBLEM

The problem statement given subsequently helps to define and apply Gavin’s five

complementary approaches with the given cases that allows the researcher to

answer the following objectives:

Objectives:

1. How do the various definitions of quality discussed in Chapter 15 relate to

the quality practices at Gerber?

2. How does Gerber exhibit the fundamental principles of total quality –

customer and stakeholder focus, participation and teamwork, and a

process focus and continuous improvement?

3. How did quality help Gerber overcome the crisis it faced in the

consumer-tampering situation? What lessons does this have for other

companies?

III. ANALYSIS AND FINDINGS

During the researcher’s analysis of the case, Gerber has described its company

quality through teamwork and customer service by telephone which are to be

commended and certainly are good traits to every business. However, in relation

to the Total Quality Management Chapter 15, There are several perspectives or

there are five complementary approaches to defining qualities: ( transcendent

approach, (2) the product-based approach, (3) the user-based approach, (4) the

manufacturing-based approach , and (5) the value-based approach.

Furthermore, the researcher also thinks that it is very noteworthy of Gerber’s


principle of total quality management by the way he exhibits it in his company.

The researcher also analyzed that Gerber and their family were able to

overcome the crisis through innovation and with their very innovative and

creative minds, it allowed them to build a system that communicates with their

customers and consumers with their telephone information service

(800‑4‑GERBER). The company was able to handle every raised questions and

concerns by the public and was able to regulate the problem therefore, the

company became recognizable with having the highest customer loyalty rating.

IV. ALTERNATIVE COURSE/S OF ACTION

The researcher would like to apply the given approaches that would certainly help the

business to further process. The world as we know continues to grow and adapt to

changes and for every business aspect, the market will also change and adapt and the

research believes that with the application of Gavin’s perspective of quality, Gerber’s

company will exceedingly be improved, prosper and continue to live on for their future

family generations.

V. CONCLUSION

To conclude, the researchers' learning experience with this case study is that teamwork

makes the dream work. Not only does the company earn from their

buyers/sellers/consumers, but also the company needs the trust from their employees.

Human Resources are the greatest asset and are very important or a key role to the

business. Factories won’t run without the help of a human being. They are like the blood
the circulates around the business to keep it functioning. Furthermore, loyalty is earned

by a good leader and Gerber was a good example of what a leader should do.

VI.RECOMMENDATION

The researcher thinks that the business system of Gerber’s company is already

sustaining enough as it has been running for more than 20 years though the researcher

do suggest that applying the perspectives of quality would definitely create extra

building blocks for the company to solidify or fortify its business system whenever great

changes occur (the global pandemic).


VII. ONLINE REFERENCES

1. Experts, G. B. (2022, December 6). Quality & Safety Faqs. Gerber.com.

Retrieved February 7, 2023, from

https://www.gerber.com/parenttalk/quality-safety-faqs#:~:text=Gerber%20baby%

20foods%20are%20absolutely,on%20matters%20of%20infant%20nutrition.

2. What is quality? A management discipline and the translation industry ... (n.d.).

Retrieved February 7, 2023, from

https://pdfs.semanticscholar.org/89a3/0a1f94f2fe2c6b9dbe99b8fc95c677aa5e11.

pdf

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