Quality Control

What quality control methods do they currently use? What type of inspection is used?
Pathmark has always maintained Process quality control. Pathmark is different from many organizations because not only does it provide its own brand line of products but it also provides a service in selling products from other companies. Random testing and inspections are done monthly to check that employees are correctly doing their jobs and providing the best service to Pathmark’s customers. Cashiers have “secret shoppers” who check out on their lines and ask cashiers questions regarding their store to test the knowledge of each cashier and to ensure that they handle each customer professionally and kindly. Pathmark usually sells items from other companies like Bounty, General mills, and Lays but Pathmark also provides its own private brand. The Process quality control is again utilized and inspection and testing of products are taken while the product is being produced. If there is reason to believe that the quality characteristics of a product have changed or been damaged the process is stopped and a search is done for the assignable cause.

Is continuous improvement used? If so, do they use Pareto analysis or fishbone diagrams?
Pathmark also does aim for continuous improvement within the company. Pathmark is constantly trying to solve problems and improve the quality of their service. Self service registers were created after the company discovered the frustration of customers who waited on long lines ruining their overall experience in the store. Similar to the Pareto analysis, data has been collected over time on various modes of failure from the service provided to customers. Pathmark discovered that customers enjoyed the many weekly sales offered by Pathmark but many customers became dissatisfied with the fact that the item would sell out before they ever had the opportunity to purchase it. Pathmark created an idea for rain checks that allowed customers to come in and if the product they were searching for was sold out they could get a ticket in writing that promised the customer the same product at the same price just at a later time. Customers were satisfied with rain checks and Pathmark has continued offering it and has stayed true to it for many years.

What about Six Sigma practices? Recommend some new ideas they should consider.
Pathmark takes similar approaches in its quality control and improvement approach to that of six sigma. Processes are defined and selected for improvement. Quality variables valued by the customer are measured and goals are set for improvement, in the case of the self service registers the company acknowledged that time was a key value of customers and a goal was set to create a way to speed up check outs. Pathmark analyzes the root causes of their current defect levels and identifies alternatives, just like in the case of creating rain checks for unhappy customers. Improvement by Pathmark is made regularly not just occasionally, and Pathmark makes sure to maintain control over time and ensure that the process of improvement is not lost over time. As far as new ideas to consider Pathmark should create customer surveys that customers can fill out during their checkout where questions about the type of service they received and how the service can be improved are measured. Customers are the number one value and concern at Pathmark so any way Pathmark can improve their experience can not, and will not be overlooked by the company.