It was all about taking control of her life, so Debbi Fields, a young mother with no business experience, opened her first cookie store in Palo Alto, California in 1977. They told her she was crazy. No business could survive just selling cookies. Humble beginnings launched Mrs. Fields® into a worldwide celebrity and made her company the premier chain of cookie and baked goods stores. Headstrong determination, a dynamic personality, a sincere concern for
people; they all played a role in Debbi Fields' success. But quality, more than
anything, accounts for Mrs. Fields® worldwide acceptance. The mission has
always been to create the highest quality product possible - every time. That
commitment has yielded products like no others and deeply satisfying personal indulgences that consumers just can't get enough of. To extend her vision, Mrs. Fields® began franchising in 1990. It's now the rarest of franchise opportunities. It’s a new dynamic opportunity that's backed by name recognition and approval from worldwide consumers. "The important thing is not being afraid to take a chance. Remember, the greatest failure is to not try. Once you find something you love to do, be the best at doing it." The company is a well-established franchisor in the premium snack food industry, featuring Mrs. Fields® and TCBY as its core brands. Through its franchisees retail stores, it is one of the largest retailers of freshly baked, on-premises specialty cookies and brownies in the world and the largest retailer of soft-serve frozen yogurt with live active cultures. Its franchise systems operate through a network of more than 950 franchised and licensed locations throughout the United States and in 23 foreign countries. In addition, it operates an internet and catalogue gifting business, a branded retail business and has entered into licensing arrangements that leverage awareness of its core brands among its retail customer base. CONCERN
There have been reports from various distributers, that our cookie products, are arriving at various locations with broken merchandise.
These locations have reported back their dissatisfaction because of having to mark down the prices of our merchandise. IMPORTANCE
This is very concerning as Ms. Fields has always put great emphasis on quality
of product, every time. That commitment has yielded products like no others and
deeply satisfying personal indulgences that consumers just can't get enough of. If we no longer fulfill our mission, we are at risk of losing clients, sales, and current distributers. DATA COLLECTION
•Letters of complaint from customers
•Sales figures show that there is a slight decline in sales
•Sporadic checks on packaging indicates the problem stems from insufficient packaging material for certain types of cookies.
•Decision was made to upgrade to newer model that would result in many brands of cookies being able to be packaged by one machine
•Regional checks show problems occurring in areas that package with this packaging model. This indicated that the concern is at the Organizational level.
•Training sessions must be conducted to incorporate the new piece of machinery
•After a one hour in-house training session, trainee will be aware of all safety procedures to ensure a safe work place
•After a one hour in-house training session trainee will be fluent with the technical capabilities of the new packaging machine and be familiar with the benefits and importance this machinery brings to the business
•After a one hour on the job training session trainee will master the new packaging machine
•Upon completion of training session, employees will take knowledge to individual worksites and implement any deficiencies they have identified
•Employees will take knowledge learned and keep Ms Fields a safe environment for all employees....