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Customer Complaint for foreign object in macaroni cheese


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memory

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Posted 19 October 2015 - 12:42 PM

Good day ,i have a customer complaint that I received where   a customer found a ball of something which popped and was full of white powder,in  cheese sauce.My investigation is that this might be  coflo that was not mixed properly  ,but the size of of the ball was  supposed to be picked at  decanting or at  packing .Any idea how I can respond too this.Thank you



RMAV

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Posted 19 October 2015 - 04:18 PM

Most systems are not completely failsafe. Not knowing anything about your process other than what you've stated above, you are likely correct it was not mixed properly and there could be several reasons that occurred.  Broadly, because I don't know your ingredients or process, the root cause could be as simple as ingredient clumping up at your ingredient supplier's process.  That's just one example of possible causes.

 

The unfortunate reality is we often cannot pinpoint a root cause for a proper (perfect) consumer complaint response.  We have to look at the process, people, materials and come up with the best educated guess possible then respond in that light. 

 

Provide some more details and I am sure this forum can help you in your investigation.



Charles.C

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Posted 19 October 2015 - 08:07 PM

Good day ,i have a customer complaint that I received where   a customer found a ball of something which popped and was full of white powder,in  cheese sauce.My investigation is that this might be  coflo that was not mixed properly  ,but the size of of the ball was  supposed to be picked at  decanting or at  packing .Any idea how I can respond too this.Thank you

Hi memory,

 

The answer likely relates to whether the complaint is a rare event or not. And any health related consequences. And perhaps as to whether the "customer" is a major buyer.

 

A generic response to a best case complaint scenario  is to be appreciative of the notification, express profound regrets at the event and summarise all the additional control measures you have introduced to make sure that nothing similar will ever happen again.

 

Some Companies offer compensation depending on the details. A question of Policy /  Risk Management.

 

PS - did you reach any conclusion over yr Microbiological Issue ?

http://www.ifsqn.com...ods/#entry94192


Kind Regards,

 

Charles.C


memory

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Posted 20 October 2015 - 06:28 AM

Thank you so much for the response,the ingredients for cheese sauce is colflo,flour,margarine and milk.The wording is important also,I lack in that regard.I have learnt a lot on this forum.Thank you






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