By :

Nadiah bt Mohd Kahar

GS40981
A Subway outlet at Mid Valley, KL received 20
boxes of overproofed and mouldy frozen bread
dough.
Storyline :
It will be a long weekend this week. Subway
outlet at Mid Valley is targetting to double up
their sales from the previous weekend.
Therefore they ordered extra stock from the
manufacturer. Upon receiving the stock, it
was found that all bread dough in the cartons
were overproofed (size bigger than the
standard measurement), thawed (out of
shape, stick to each other) and mouldy.
Wrong raw materials?
Errors during processing (e.g. mixing, blast
freezing)?
Improper storage temperature in the
warehouse?
Broken cold chain throughout
transferring/transportation?
Outlet
Subway, Mid
Valley Megamall,
KL
Manufacturer
De-Luxe Food
Services, Klang
Transporter
Gerimis Baiduri
Logistics, KL
End Customer
Subway
Make order for 20 cartons
to be delivered to Subway,
Level 2, Midvalley
Megamall. ETD : Friday
De-Luxe Food Services
Sales Dept receives order
from outlet.
De-Luxe Food Services
Purchasing Dept get raw
materials from suppliers.
De-Luxe Food Services
Production Dept produces
the frozen bread dough
according to the order.
Gerimis Baiduri Logistics
Does loading process
from De-Luxe warehouse
into the cold truck and
deliver to outlet
Midvalley Megamall
Subway receives the
ordered stock at the
loading bay (level LG2) of
the complex
Subway
Order stocks transferred
to the freezer at the back
of the outlet
Subway
Prepares the bread dough
as per ordered by
customers.
Subway
End customers (eat-in or
take away)
Subway
Make order for 20 cartons
to be delivered to Subway,
Level 2, Midvalley
Megamall. ETD : Friday
De-Luxe Food Services
Sales Dept receives order
from outlet.
De-Luxe Food Services
Purchasing Dept get raw
materials from suppliers.
De-Luxe Food Services
Production Dept produces
the frozen bread dough
according to the order.
Gerimis Baiduri Logistics
Does loading process
from De-Luxe warehouse
into the cold truck and
deliver to outlet
Midvalley Megamall
Subway receives the
ordered stock at the
loading bay (level LG2) of
the complex
Subway
Order stocks transferred
to the freezer at the back
of the outlet
Subway
Prepares the bread dough
as per ordered by
customers.
Subway
End customers (eat-in or
take away)
Wrong brands purchased from
supplier.
Action : Check and verify the raw
materials upon receiving
Subway
Make order for 20 cartons
to be delivered to Subway,
Level 2, Midvalley
Megamall. ETD : Friday
De-Luxe Food Services
Sales Dept receives order
from outlet.
De-Luxe Food Services
Purchasing Dept get raw
materials from suppliers.
De-Luxe Food Services
Production Dept produces
the frozen bread dough
according to the order.
Gerimis Baiduri Logistics
Does loading process
from De-Luxe warehouse
into the cold truck and
deliver to outlet
Midvalley Megamall
Subway receives the
ordered stock at the
loading bay (level LG2) of
the complex
Subway
Order stocks transferred
to the freezer at the back
of the outlet
Subway
Prepares the bread dough
as per ordered by
customers.
Subway
End customers (eat-in or
take away)
Incorrect mixing time, insufficient
blast freezing.
Action : To monitor the parameters
(e.g. mixing time settings, product
core temperature).
Subway
Make order for 20 cartons
to be delivered to Subway,
Level 2, Midvalley
Megamall. ETD : Friday
De-Luxe Food Services
Sales Dept receives order
from outlet.
De-Luxe Food Services
Purchasing Dept get raw
materials from suppliers.
De-Luxe Food Services
Production Dept produces
the frozen bread dough
according to the order.
Gerimis Baiduri Logistics
Does loading process
from De-Luxe warehouse
into the cold truck and
deliver to outlet
Midvalley Megamall
Subway receives the
ordered stock at the
loading bay (level LG2) of
the complex
Subway
Order stocks transferred
to the freezer at the back
of the outlet
Subway
Prepares the bread dough
as per ordered by
customers.
Subway
End customers (eat-in or
take away)
Cold truck is not pre-cooled, temperature of the loading
area is not cold enough, cold truck did not cold enough
throughout the journey.
Action: Pre-delivery inspection, to monitor the temperatures
using temperature logger).
Subway
Make order for 20 cartons
to be delivered to Subway,
Level 2, Midvalley
Megamall. ETD : Friday
De-Luxe Food Services
Sales Dept receives order
from outlet.
De-Luxe Food Services
Purchasing Dept get raw
materials from suppliers.
De-Luxe Food Services
Production Dept produces
the frozen bread dough
according to the order.
Gerimis Baiduri Logistics
Does loading process
from De-Luxe warehouse
into the cold truck and
deliver to outlet
Midvalley Megamall
Subway receives the
ordered stock at the
loading bay (level LG2) of
the complex
Subway
Order stocks transferred
to the freezer at the back
of the outlet
Subway
Prepares the bread dough
as per ordered by
customers.
Subway
End customers (eat-in or
take away)
Ambient environment temperature, long distance from LG2
to Level 2 in the complex.
Action : Speed! All received products shall be transferred as
soon as possible to prevent broken cold chain.
Subway
Make order for 20 cartons
to be delivered to Subway,
Level 2, Midvalley
Megamall. ETD : Friday
De-Luxe Food Services
Sales Dept receives order
from outlet.
De-Luxe Food Services
Purchasing Dept get raw
materials from suppliers.
De-Luxe Food Services
Production Dept produces
the frozen bread dough
according to the order.
Gerimis Baiduri Logistics
Does loading process
from De-Luxe warehouse
into the cold truck and
deliver to outlet
Midvalley Megamall
Subway receives the
ordered stock at the
loading bay (level LG2) of
the complex
Subway
Order stocks transferred
to the freezer at the back
of the outlet
Subway
Prepares the bread dough
as per ordered by
customers.
Subway
End customers (eat-in or
take away)
Freezer temperature is not within
the OPRP standard.
Action : Ensure the freezer is
properly maintained, monitor the
temperature regularly
Reduce time and cost to do corrective actions
To ensure products meet end customers
demands (time, availability, quality,
consistency)
To be able to compete in local/global market
To maintain good reputation of the brand