Jimu News Reporter Shi Qian
Intern Bai Wenfu
Video clip Zhang Hengwei
On December 13, the topic #Starbucks private ingredient hashtag using expired ingredients was posted on Weibo's hot search. At 11:32 on the same day, Starbucks China responded that it would immediately launch an in-depth investigation. On the evening of December 13, Starbucks China's official Weibo once again released a message saying that after investigation, it had been confirmed that the employees of the two Wuxi stores reported on December 13 did have operational irregularities.
Starbucks said that the two stores involved have closed for investigation and rectification; Chinese mainland all Starbucks stores immediately start a comprehensive self-inspection of the implementation of food safety standards; immediately organize retraining of retail partners in all stores; increase the frequency and scope of regular inspections and surprise inspections from internal and third parties for all stores; strengthen the internal reporting channel of partners with food safety problems; and explore more technical means to reduce the interference of human operation factors.
On the 13th, Zhu Danpeng, an analyst in the Chinese food industry, said in an interview with Jimu News that the KPI assessment of store managers needs to be adjusted, and the first weight should be changed from "performance profit" to "food safety".
Starbucks was exposed to food safety issues
According to previous media reports, two Starbucks stores in Wuxi have frequently touched the red line of food safety: ingredients continue to be used after expiration, and a variety of best-selling drinks are sold; supervisors and clerks "teach by example" to tamper with shelf life, and some ingredients are artificially "extended" for a week; pastries that promise to "not stay overnight after opening" are secretly on the shelves the next day.
On December 13, @Starbucks China issued a statement saying, "We have paid attention to reports about two Starbucks stores in Wuxi. We are deeply shocked by the food safety issues covered in the report. Starbucks said it had closed the two stores at the first time and immediately launched an in-depth investigation.
On December 13, the reporter visited a number of Starbucks stores in Wuhan and found that there were still many customers visiting. Staff said the footfall was similar to usual weekdays and had not been greatly affected. Regarding the food safety problem of Wuxi stores, Wuhan stores are not convenient to interpret, and it is recommended to understand from the headquarters.
Experts suggest that the KPI assessment of enterprises should be adjusted
For this incident, many netizens expressed strong dissatisfaction. Netizen "Hua Huazi retired" said, "Also a decade of old customers, Starbucks's service and health quality has been declining." Some people's high-traffic stores are really dirty and messy, and outdoor areas should also be cleaned regularly. Rectify it well, don't feel good about making money in China. Netizen "Frozen" said, "The selling price is as high as 40 yuan, the service attitude is also very general, and it even expired this set." ”
However, there are also former employees who post Starbucks' high standards online, believing that this is only an isolated phenomenon. Netizen "Arajiayu" said, "When I was working, the hygiene and food requirements were really very strict, and I was constantly doing cleaning. Even if it is very painful to look at those pastries after closing, it is still strictly scrapped. QA scoring is also really strict, and the ice shovel has scratches to deduct points. Hopefully, Starbucks' high standards will always be maintained. Netizen "Momo Jiamin" said, "My friend works at Starbucks, and food hygiene is really safe." The cakes of the day were thrown away when they could not be sold, and the employees did not bring them back. It is hoped that enterprises will strengthen supervision to prevent individual stores from ruining their reputation because of management. ”
"There are policies at the top and countermeasures at the bottom." Zhu Danpeng, an analyst in the Chinese food industry, said that acts such as tampering with date labels are actually a means and tool to evade supervision. In the case of weak supervision of corporate headquarters and loopholes in regulatory departments, such phenomena are emerging in an endless stream. As a world-class coffee brand with the highest tonality in China, consumers cannot tolerate such a thing. Consumers pay a high price and deserve the corresponding rights and food safety protection, and Starbucks has an unshirkable responsibility for this.
How can we prevent the recurrence of such incidents? Zhu Danpeng believes that it is difficult to completely eliminate it. At present, many enterprises are using the store manager responsibility system. The assessment of the store by the enterprise is oriented to the performance and profit, and there is no assessment for food safety or the proportion of assessment is very small, then the store manager will "turn a blind eye" to food safety issues.
Zhu Danpeng suggested that the KPI assessment of store managers by enterprises must be adjusted, food safety should be the first weight of assessment, and performance and profits should be placed behind. Only in this way will the thinking and behavior of store managers and employees change, and food safety problems will be reduced.
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