PRODUCT RECALL In August 2014, certain bags of Pedigree Adult Complete Nutrition dry dog food were recalled because of possible metal fragments in the bags. The bags were sold at a few different Dollar General and Sam’s Club stores in the United States. According to the recall announcement, no dog illnesses or injuries had been reported, and the foreign material was not embedded in the kibble.That was not the first instance of foreign objects in Pedigree: In June 2012, a few varieties of Pedigree weight management wet dog foods were recalled after small pieces of blue plastic showed up in some of the cans. “While a small number of consumers have reported finding the plastic pieces, we have not received any reports of injury or illness associated with the affected product,” the company noted.Years earlier, in September 2008, there was a massive recall of dozens of products produced by Mars, including certain Pedigree dog foods, because of potential salmonella contamination. Just weeks prior, in August 2008, some Pedigree foods were recalled in certain locations for the same reason.In September 2007, a recall of Pedigree “chilled dog rolls” was issued only in New Zealand because metal fragments may have found their way into the packages. No U.S. products were part of that recall.In March 2004, after hundreds of puppies and dogs reportedly died from kidney failure, a recall was issued for certain Pedigree and Whiskas dry pet foods that had been manufactured in Taiwan and Thailand and distributed to a few different Asian countries. No U.S. products were part of that recall. Inspections at the Taiwan plant discovered mold on rice and corn ingredients.Pedigree later conceded that there was a connection between the mold and the illnesses in dogs.“A panel of animal health experts has now concluded that toxins produced by mold found in raw materials at our dry pet food factory in Thailand were the most likely cause of the dog illnesses,” the company announced in a June 2004 “important message” on its international website.In July 2004, Pedigree’s Asian distributor, Effem Foods Thailand Co., threatened to sue an animal group for libel. The group had made wild claims that Effem intentionally poisoned the dogs so that customers would then have to buy a new Pedigree product designed for dogs with kidney failure. “Effem has never done anything and will never do anything to intentionally harm pets,” said Allan West, general manager of Effem in North Asia, in a half-page newspaper ad published in Taiwan.Months later, business was back up for Pedigree in Asia — and things were back to normal in the manufacturing plant in Pakchong, Thailand, albeit with some additional safety measures.“It was kind of hard to regain the people’s trust on our brand after what had happened to us, but we just had to continue showing them that Pedigree is safe,” May Reyes, a marketing official at the plant, remarked in November 2004. An attorney for the plant noted that “customers are coming back primarily because of Pedigree’s responsible way of responding to the problem.” Question: 1. If you were in the shoes of the president of Pedigree, what can you do to make sure that you still gain the trust of your customers? Explain.

PRODUCT RECALL In August 2014, certain bags of Pedigree Adult Complete Nutrition dry dog food were recalled because of possible metal fragments in the bags. The bags were sold at a few different Dollar General and Sam’s Club stores in the United States. According to the recall announcement, no dog illnesses or injuries had been reported, and the foreign material was not embedded in the kibble.That was not the first instance of foreign objects in Pedigree: In June 2012, a few varieties of Pedigree weight management wet dog foods were recalled after small pieces of blue plastic showed up in some of the cans. “While a small number of consumers have reported finding the plastic pieces, we have not received any reports of injury or illness associated with the affected product,” the company noted.Years earlier, in September 2008, there was a massive recall of dozens of products produced by Mars, including certain Pedigree dog foods, because of potential salmonella contamination. Just weeks prior, in August 2008, some Pedigree foods were recalled in certain locations for the same reason.In September 2007, a recall of Pedigree “chilled dog rolls” was issued only in New Zealand because metal fragments may have found their way into the packages. No U.S. products were part of that recall.In March 2004, after hundreds of puppies and dogs reportedly died from kidney failure, a recall was issued for certain Pedigree and Whiskas dry pet foods that had been manufactured in Taiwan and Thailand and distributed to a few different Asian countries. No U.S. products were part of that recall. Inspections at the Taiwan plant discovered mold on rice and corn ingredients.Pedigree later conceded that there was a connection between the mold and the illnesses in dogs.“A panel of animal health experts has now concluded that toxins produced by mold found in raw materials at our dry pet food factory in Thailand were the most likely cause of the dog illnesses,” the company announced in a June 2004 “important message” on its international website.In July 2004, Pedigree’s Asian distributor, Effem Foods Thailand Co., threatened to sue an animal group for libel. The group had made wild claims that Effem intentionally poisoned the dogs so that customers would then have to buy a new Pedigree product designed for dogs with kidney failure. “Effem has never done anything and will never do anything to intentionally harm pets,” said Allan West, general manager of Effem in North Asia, in a half-page newspaper ad published in Taiwan.Months later, business was back up for Pedigree in Asia — and things were back to normal in the manufacturing plant in Pakchong, Thailand, albeit with some additional safety measures.“It was kind of hard to regain the people’s trust on our brand after what had happened to us, but we just had to continue showing them that Pedigree is safe,” May Reyes, a marketing official at the plant, remarked in November 2004. An attorney for the plant noted that “customers are coming back primarily because of Pedigree’s responsible way of responding to the problem.” Question: 1. If you were in the shoes of the president of Pedigree, what can you do to make sure that you still gain the trust of your customers? Explain.

Practical Management Science

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Author:WINSTON, Wayne L.

Publisher:WINSTON, Wayne L.

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PRODUCT RECALL

In August 2014, certain bags of Pedigree Adult Complete Nutrition dry dog food were recalled because of possible metal fragments in the bags. The bags were sold at a few different Dollar General and Sam’s Club stores in the United States. According to the recall announcement, no dog illnesses or injuries had been reported, and the foreign material was not embedded in the kibble.That was not the first instance of foreign objects in Pedigree: In June 2012, a few varieties of Pedigree weight management wet dog foods were recalled after small pieces of blue plastic showed up in some of the cans. “While a small number of consumers have reported finding the plastic pieces, we have not received any reports of injury or illness associated with the affected product,” the company noted.Years earlier, in September 2008, there was a massive recall of dozens of products produced by Mars, including certain Pedigree dog foods, because of potential salmonella contamination. Just weeks prior, in August 2008, some Pedigree foods were recalled in certain locations for the same reason.In September 2007, a recall of Pedigree “chilled dog rolls” was issued only in New Zealand because metal fragments may have found their way into the packages. No U.S. products were part of that recall.In March 2004, after hundreds of puppies and dogs reportedly died from kidney failure, a recall was issued for certain Pedigree and Whiskas dry pet foods that had been manufactured in Taiwan and Thailand and distributed to a few different Asian countries. No U.S. products were part of that recall. Inspections at the Taiwan plant discovered mold on rice and corn ingredients.Pedigree later conceded that there was a connection between the mold and the illnesses in dogs.“A panel of animal health experts has now concluded that toxins produced by mold found in raw materials at our dry pet food factory in Thailand were the most likely cause of the dog illnesses,” the company announced in a June 2004 “important message” on its international website.In July 2004, Pedigree’s Asian distributor, Effem Foods Thailand Co., threatened to sue an animal group for libel. The group had made wild claims that Effem intentionally poisoned the dogs so that customers would then have to buy a new Pedigree product designed for dogs with kidney failure. “Effem has never

done anything and will never do anything to intentionally harm pets,” said Allan West, general manager of Effem in North Asia, in a half-page newspaper ad published in Taiwan.Months later, business was back up for Pedigree in Asia — and things were back to normal in the manufacturing plant in Pakchong, Thailand, albeit with some additional safety measures.“It was kind of hard to regain the people’s trust on our brand after what had happened to us, but we just had to continue showing them that Pedigree is safe,” May Reyes, a marketing official at the plant, remarked in November 2004. An attorney for the plant noted that “customers are coming back primarily because of Pedigree’s responsible way of responding to the problem.”

Question:

1. If you were in the shoes of the president of Pedigree, what can
you do to make sure that you still gain the trust of your
customers? Explain.

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