@article{Cox:126094,
      recid = {126094},
      author = {Cox, Rodney J. and Cunial, Catharine M.},
      title = {Best Practice Within Australian Food Service, a Case  Study: Customer satisfaction with red meat products},
      journal = {Australasian Agribusiness Review},
      address = {2006},
      number = {1673-2016-136781},
      series = {Volume 14},
      year = {2006},
      abstract = {It is often said that the ‘consumer is always right’ and  customer satisfaction is paramount for success in a  business, so when a major increase in customer complaints  of a large Australian food service company occurred it  initiated a review. The review identified that 75% of the  complaints originated from meat meals. Product quality  ranked highest by customers in a benchmark survey study of  761 customers of 12 international and national food service  company outlets. This case study reports how a large  Australian food service company utilised a best practice  strategy, to reduce customer complaints by 96%. It did this  over a two-year period by improving customer-eating  satisfaction of beef and lamb meals by 34% and 53%  respectively. Strategies used to achieve these results  included closer relations with customers and suppliers,  improvements in quality and consistency of meat meals,  comprehensive and efficient quality controls, including  accurate specifications and monitoring procedures,  development of staff skills and moral and influential  leadership. 

This case study discusses these outcomes in  relation to the adoption of a best practice strategy within  an Australian food service company and the use of product  testing to achieve better specifications. An overview of  the problem, outline of the implementation strategy,  discussion of results and implications for other  foodservice companies are presented.},
      url = {http://ageconsearch.umn.edu/record/126094},
      doi = {https://doi.org/10.22004/ag.econ.126094},
}