Case Notes/Answers
Benevento Foods When the Rubber Hits the Dough, By
David Wood, Stephan Vachon, Micheline Singh
Discussion Questions:
The instructor may assign the following questions to students in advance:
1. What are the quality management shortcomings, if any, at Benevento Foods? How would you
address these shortcomings?
2. How would you approach the “rubber in the dough” episode? What would be your specific actions?
What would you suggest to do to convince Rockwell Bakery to resume its ordering?
The instructor may use the following additional questions during class:
1. What is the issue facing Benevento?
2. How can a quality system and culture be established at BF?
3. What is the root cause of the “rubber in the dough” incident?
4. How can Benevento begin to address the “rubber in the dough” incident?
, W15441
Teaching Note
BENEVENTO FOODS: WHEN THE RUBBER HITS THE DOUGH
Version: 2015-09-29
In June 2014, Marco Benevento, president of Benevento Foods (BF), a food processing company located
in northern New York State that produced baking mixes and bases, was preoccupied by a serious quality
failure that was detected by one of his customers — pieces of rubber were discovered in the latest delivery
of baking mix. As Benevento got ready to walk the shop floor, he wondered if that quality failure was an
isolated event or indicative of a bigger issue. The case presents anecdotal evidence that quality
management might not be well developed at BF and that the rubber episode might be symptomatic of a
poor quality culture, lack of accountability on the shop floor and a misallocation of resources.
LEARNING OBJECTIVES
The case can serve several purposes. First, it explores the notion of quality culture and the elements
required to achieve such a culture. Second, it can be the catalyst for a discussion on corrective actions that
build in continuous improvement. Finally, it provides an excellent opportunity to discuss how a small
organization should approach a crisis emerging from a substantial external quality failure. The objectives
can be summarized as:
• Understanding the systemic nature of quality management.
• Gaining an appreciation of different facets of an effective culture of quality in an organization.
• Appreciating the role of preventive maintenance in a manufacturing setting.
• Determining the best course of action to sustain improvement in quality.
• Contrasting quality management and business growth (including new product development).
POSITION IN COURSE
This case is suitable as an introduction to quality for undergraduate and graduate level courses on
operations management. The case can be used to introduce students to quality management and many of
the tools that make up a quality system.
Benevento Foods When the Rubber Hits the Dough, By
David Wood, Stephan Vachon, Micheline Singh
Discussion Questions:
The instructor may assign the following questions to students in advance:
1. What are the quality management shortcomings, if any, at Benevento Foods? How would you
address these shortcomings?
2. How would you approach the “rubber in the dough” episode? What would be your specific actions?
What would you suggest to do to convince Rockwell Bakery to resume its ordering?
The instructor may use the following additional questions during class:
1. What is the issue facing Benevento?
2. How can a quality system and culture be established at BF?
3. What is the root cause of the “rubber in the dough” incident?
4. How can Benevento begin to address the “rubber in the dough” incident?
, W15441
Teaching Note
BENEVENTO FOODS: WHEN THE RUBBER HITS THE DOUGH
Version: 2015-09-29
In June 2014, Marco Benevento, president of Benevento Foods (BF), a food processing company located
in northern New York State that produced baking mixes and bases, was preoccupied by a serious quality
failure that was detected by one of his customers — pieces of rubber were discovered in the latest delivery
of baking mix. As Benevento got ready to walk the shop floor, he wondered if that quality failure was an
isolated event or indicative of a bigger issue. The case presents anecdotal evidence that quality
management might not be well developed at BF and that the rubber episode might be symptomatic of a
poor quality culture, lack of accountability on the shop floor and a misallocation of resources.
LEARNING OBJECTIVES
The case can serve several purposes. First, it explores the notion of quality culture and the elements
required to achieve such a culture. Second, it can be the catalyst for a discussion on corrective actions that
build in continuous improvement. Finally, it provides an excellent opportunity to discuss how a small
organization should approach a crisis emerging from a substantial external quality failure. The objectives
can be summarized as:
• Understanding the systemic nature of quality management.
• Gaining an appreciation of different facets of an effective culture of quality in an organization.
• Appreciating the role of preventive maintenance in a manufacturing setting.
• Determining the best course of action to sustain improvement in quality.
• Contrasting quality management and business growth (including new product development).
POSITION IN COURSE
This case is suitable as an introduction to quality for undergraduate and graduate level courses on
operations management. The case can be used to introduce students to quality management and many of
the tools that make up a quality system.
