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1948

§ The Company was Incorporated on 19th July, as a private limited


company under the name of Cadbury-Fry (India) Private Limited

1967 and 1968


§ Cadbury introduced the `Five Star and Gems' chocolates respectively

1979
§ With a view to upgrading the present technology, improve quality
Of the products, the Company proposed to acquire technology and
process know-how from Cadbury Schweppes plc. (CSP)

1984
§The company launched its dairy milk chocolate, which has now
Become the flagship brand of the company

1994
§ The Company undertook a modernization and rationalization
Programme at its Malapert factory at a cost of Rs 40 crores.
1997:
§Cadbury India launched its well-known beverage Bournvita in sachets.

2002
§Cadbury Schweppes Pcl developed a new phenomenon allowing its
consumers to define its brand profile.
§ Cadbury's market share dipped to 70.7% due to competition.
§ Cadbury India tapped unconventional marketing channels like non-retail
chains
§ to drive their market expansion.
§The Maharashtra Food and Drugs Administration seizes stocks and charges
Cadbury with miss-branding.

2008
§Cadbury India to promote Cocoa Research in Tamil Nadu, inks partnership
with Tamil Nadu Agricultural University.

2009
§Employees nearly 2000 people today
§Cadbury India's four factories in India churn out close to 8,000 tonnes of
§chocolate and the company sells a million bars every day
§ In 1924 Edward Cadbury outlined his first rule of
success, "the best quality - nothing is too good for the
public".

§ Approved by the Food and Agriculture Organisation of


the UN's World Health Organisation.

§ Also incorporate elements of the International


Standards Organization's Quality Management System.

§ Cadbury monitor the production process by using total


quality management.

§ Cadburys have supervisors that monitor the machines,


the other workers and the products.
§ Maintain a ´right first timeµ culture that
consistently embraces quality and food safety

§ In past didn·t use benchmarking which was


used by Nestle then also

§ Sigma helps the organization manage the


change management issues so that the
improvements are sustained

§ Operate audited quality management systems


that continually improve processes to deliver
Process followed while making chocolate:
§Harvest

§Fermentation

§Drying

§Cleaning

§Roasting

§Crushing and shelling

§Blending

§Grinding

§Kneading

§Rolling

§Conching

§Packing and packaging


§ Any lapses in the quality control at any of the
stages like no proper drying , over roasting ,
not getting proper consistency can result in
quality problems in the chocolate.

§ Water , extreme temperatures and improper


packaging and storage are the archenemies
of chocolate.

§ The only quality problem ever to have been


associated with Cadbury is the worm
controversy that hit Maharashtra in due to
improper storage and packaging.
Overview of the case:

§Fernandez discovered that the chocolate (Batch No


28F3I10703) had worms in it.

§Approached State FDA Commissioner Uttam Khobragade.

§Complaint sent to, vice-president, Andheri Vyapar Manch.

§Marve then contacted the FDA and gave them the sample.

§FDA Joint Commissioner Hindurao Salunkhe said Cadbury's


Talegaon plant will also be inspected.

§Batch of Dairy Milk chocolates numbered 28F311


manufactured last year at the company's plant in Thane,
near Mumbai was the worm-infested batch.

§Recall of all the batches of Cadbury dairy milk from all


over Maharashtra
§ Hazard Analysis and Critical Control
Point (HACCP) :
Means of prevention rather than finished
product inspection.
§ Good Manufacturing Practices (GMP):
GMPs are guidelines that outline the
aspects of production that would
affect the quality of a product.
§ Pathogen testing system.
§ Operate audited quality management
systems.

§ Guarantee that our customers and


consumers come first.

§ Maintain a ´right first timeµ culture.

§ Assign clear management


accountability.

§ Work with our supply chain and


business partners. etc
§Uses TOTAL QUALITY MANAGEMENT

§Have supervisors that monitor the machines,


the other workers and the products that are
made.

§TQM ensures that the products that Cadbury


produces:
 tastes good to the customers,
is appealing to the customers,
 customer complaints are solved,
listening to customers
making continuous to their products
§Statistical correlation between the adoption of the values of TQM
and successful quality management.

§One of the core values of the organization is ´to put quality and
safety at the heart of all their activities ²their products , customers ,
partners and performanceµ.

§Total Quality Management is one of the main reasons for the


success of the company.

§The effects of lapses in quality control were disastrous for Cadbury:


Tarnished the squeaky clean image it always held.
Due to controversy , sales fell by 30%
Tremendous losses as FDA seized all the stock of dairy milk from
all over Maharashtra.

§Hence , it can be seen that TQM affects the entire organizations


workings.

§After the controversy, Cadbury stepped up its quality control


practices.
§Spent almost 25 crores for improved packaging.

§The recovery began in May 2004 when Cadbury's value share


went up to 71 per cent.

§However today, Cadbury is the number one chocolate brand in


India having 66 % of the total chocolate market share..

§The brand name cadbury is associated with purity , quality and


trust which is one of which is one of the main reasons of its
profits.

§Cadbury India has been ranked 5th in the FMCG sector, in a survey
on India's most respected companies by sector conducted by
Business World magazine in 2007.

§Customer Satisfaction has increased.


§Continuous Growth

§Emphasis on Customer Satisfaction

§Product Innovation

§Quality Throughout Supply Chain

§Benchmarking

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