On the morning of the 27th,
Topic "Fat Donglai compensates customers for rolling dough with a total of 8.833 million yuan"
rushed to the first place in the hot search,
aroused the attention of netizens.
In the early morning of today (June 27), Fat Donglai, Xinxiang, Henan Province released an investigation report on the "poor sanitary environment of dough rolling processing sites" in catering businesses, admitting that customer feedback was true.
Fat Donglai said that he would "give 100,000 cash rewards to customers who find problems; From June 9th to June 19th, all customers who purchased rolling dough and spicy noodles in the catering department of Xinxiang Fat Donglai two stores will be refunded and given 1,000 yuan in compensation." Fat Donglai also said that the first supervisor and quality controller of the Xinxiang catering department were dismissed, and all other management above the squad leader were dismissed.
Screenshot of the video of the customer complaint.
Yesterday (June 26), in response to customer complaints about the "poor sanitary environment of the dough rolling processing site" of the Fat Donglai joint venture catering merchants, Fat Donglai Trading Group Co., Ltd. issued a statement on the official account, saying that it had asked all the joint venture stalls of the catering department of the two local stores to be closed and investigate customer complaints.
According to the latest survey report released by Fat Donglai today (27th), at 11 o'clock on June 19, customers went to the catering department of Fat Donglai Life Plaza in Xinxiang City to feedback that the merchant rolled dough in the middle of Yinhuang Road and had a processing point, and its environmental sanitation was poor, and provided video footage of the scene.
After receiving customer feedback, combined with the previous visit records of the catering department, it was found that the processing point was inconsistent with the registered processing point (Baliying). At 13 o'clock on the same day, the catering department arranged personnel to confirm the route and location of the processing point according to the address provided by the customer.
At 6 a.m. on June 20, the catering department arranged quality control personnel to conduct an investigation, and at 9:30 a.m., it was confirmed that the delivery van departed from the processing point and delivered gluten, bean sprouts, and chili oil to the catering dough rolling stalls of the two stores in Xinxiang Fat Donglai.
After the investigation confirmed that the customer feedback information was true, the catering department required the dough rolling stall to stop business on June 20 for rectification, and shut down the processing point on Yinhuang Road, and imposed a fine of 5,000 yuan in accordance with the contract commodity management standards.
After three days of suspension and rectification, the person in charge of rolling dough said on the afternoon of June 22 that its problems had been rectified, and the catering department arranged for quality control personnel and direct supervisors of the department to go to the processing point on Yinhuang Road to confirm that the processing point has been closed, and to investigate the newly registered processing point (Dazhuzhuang) to confirm that its processing environment meets the company's standards. Based on the above investigation, the Food and Beverage Department decided that the dough rolling stall would resume business on June 23.
On June 26, after seeing the video posted by netizens, the company set up an investigation team to intervene. The video shows that the place is the processing point of Yinhuang Road. After communication between the catering department and the merchants, it was learned that due to the relocation of its processing point, from June 9 to June 19, the processing point on Yinhuang Road was temporarily opened, and the processing point had poor environmental sanitation standards and was relocated to the Dazhuzhuang processing point on June 23.
According to the report, "in response to this incident, Xinxiang Fat Donglai analyzed that the director of the catering department did not pay attention to food safety issues." For customer feedback, the stall should be closed first and immediately investigated. However, in this incident, the head of the catering department did not close the stalls as soon as possible after receiving feedback from customers, and there were major mistakes in the decision-making of problem assessment.
In addition, there are loopholes in factory audit and blind spots in supervision in merchant management. The contract signed with the merchant is not perfect, and there is a lack of effective restraint on the merchant to change the processing site without permission. In response to the problem of customer feedback, the head of the catering department did not give timely and effective feedback to customers at the key nodes of problem investigation and handling, and did not report to the company in accordance with the process.
In terms of rectification, Xinxiang Fat Donglai decided to "strengthen commodity quality control management; Improve various management systems and work standards".
In terms of treatment, for customers who found major food safety hazards, Xinxiang Fat Donglai "gave the customer a cash reward of 100,000 yuan; From June 9th to June 19th, all customers who purchased rolling dough and spicy noodles at the catering department of the two stores in Xinxiang Fat Donglai will be refunded and given a compensation of 1,000 yuan, a total of 8,833 copies, and customers can go to the catering department of the purchase store with a valid payment voucher.
The first supervisor and quality controller of Xinxiang catering department have serious dereliction of duty in their work, and are directly responsible for this incident, and they decided to dismiss the above two personnel according to the company's system, and all other management above the squad leader will be dismissed. Due to the lack of supervision, they are jointly and severally liable for the results of this incident, and cancel the year-end benefits of Xinxiang store managers Yuan Moumou, Wang Moumou, Zhuang Moumou, and Liu Moumou.
Due to the violation of the "Cooperation Contract" by Xinxiang Fat Donglai Rolling Dough Merchants, deliberately concealing and changing the processing site without permission, in accordance with the contract, the business will be suspended from now on, and the contract will be terminated to terminate the cooperation, and the cabinet will be withdrawn within a time limit, and the company reserves the right to pursue its legal responsibility.
User Comments:
@元气赞比加啵啵: Sincerity is the greatest nirvana.
@明天名: I read the full investigation report, it is clearly written, and it is good that it is not hidden.
@DVD Baa Baa Y: Food safety is a big deal, although it is dealt with in a timely manner, but I hope to strengthen supervision to ensure the safety of the people's tongue.
@_IOII_: Everyone makes mistakes, and the key is whether you have the courage to take the mistakes.
@______楠瓜: Food safety first!
@夸夸小猫猫: At any time, business must rely on credit, and consumers cannot be deceived.
@日月初隼: Core competitiveness. Food health and safety.
Source: Southern Metropolis Daily, Fat Donglai Business Group, netizen comments