C/M/370. Managing adverse publicity and non compliance of product quality

This paper discusses the steps that a supermarket should take in terms of service recovery after an adverse incident may have damaged their reputation for product quality and reliability (the paper refers to the case when Scorpion Hid in Supermarket Grapes). The discussion is based on the concept of the importance of quality as one of the parameters of product design and how supermarkets can impose their standards of conformance on all of the members of the supply chain. The paper also discusses the importance of management commitment and staff empowerment in the successful implementation of a quality programme.