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1.0 INTRODUCTION
This report is about Some frozen lamb delivered by a supplier has a peculiar taste, and
customers have complained about it. Purpose of this report because want to ensure that the
trust and customer loyalty to our hypermarkets. For a business, particularly hypermarket,
customers is always the priority. This is a trend for today's society will purchase the goods at
the supermarket or hypermarket. At present, there are many hypermarkets. The existence of
hypermarkets have actually showed that the ability to buy of malaysian society are increased.
Now days, particularly in large urban customers prefer hypermarket than in retail stores.
because they can get all the items of goods either dry or wet products such as fish, vegetables,
etc. therefore it is important for a hypermarkets to maintain quality of goods sold to ensure
trust of our customers increased, thereby ensuring a double profits to the company. As a store
manager at the hypermarket is not easy because the need to control and administer the
employees and also responsible for keeping and monitor the goods inside hypermarket.
1.1 Purpose
The main purpose of this report is a customer complained that frozen lamb
who has bought it produces peculiar taste. as a store manager view, this is a
serious matter and should be addressed immediately. This will undermine the
credibility and trust of our customers in hypermarket. If this happens it will
affect the reputation of the hypermarket and even worse it can cause significant
losses in hypermarket. consequently probably hypermarket to be closed
because there is no customer come in.

1.2 Scope
in this report will look at the real causes of why Some frozen lamb delivered
by a supplier has a Peculiar taste. first whether it comes from the supplier,
second whether it come from this hypermarket workers themselves and the
third whether it was due to technical problems. In this report it can be used for
evaluation and improvement so that this thing will not happen again in the
future.




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2.0 ANALYSIS
2.1 Analysis of Problem 1 : Logistic Chain / Distribution Chain
Problem of distribution of goods may be one cause of damage to the frozen lamb that
has been purchased by the customer. The distribution chain of goods should be seen
that starting from the factory to the supplier to the supplier to hypermarkets. This
chain must be addressed because if did not follow the correct procedure would be sure
of a faulty products, especially meat. result of the distribution chain can affect the
temperature required to maintain the quality of the meat. in this case is likely to lorries
carrying chilled meat suffered damage to the truck freezing system. Damage causes
the temperature should not be n good condition. To maintain the freezing of this
product it must be below 0 'Celcius, but when the truck is damaged the temperature
may reach 30'celcius. Thus, the goods are also damaged.
Secondly is the logistics problem. It is probably cold truck driver had stopped the
engine air-conditioned truck or frozen during breaks time or while waiting for their
turn to deliver the goods in recieving area. during the process of delivering goods
driver usually wait too long to get turn down the product. This is because the
hypermarkets are too many suppliers who deliver goods every day. So in this case may
be truck drivers had to stop the engine while waiting to deliver the goods into
hypermarket. This will resulting meat quality will be defective. Perhaps this should be
taken seriously in the future to ensure the quality of delivered goods.


2.2 Analysis of Problem 2 : Procedure of receipt of goods at the store.

Normally, in a busy unloading at one time. many trucks are waiting to send the goods
either truck that delivers dry goods or fresh goods such as fish, vegetables and frozen
meat. The truck drivers will wait for their turn to get into the loading bay. after being
unloaded, Truck driver had to wait for the item is inspected by a store employee.
Goods can only be taken and checks by store employees. After receipt of goods and
staffs in Chilled and frozen section will come to take in respect of goods or meat
stored in cold rooms. Only employees in that section alone is responsible for the goods
in his section. In this hypermarket is using this procedure. But for the perishable goods


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like meat, fish and dairy products should be given proper supervision and attention.
Staff in this section can not be complacent. If the process is too long it will cause the
defective goods.
So may be one cause of damage is the process of receiving and storage of such goods
to the cold room take a long time. This will cause the meat quality is affected.
As mentioned previously staff of each section is responsible for their section. In this
case the staff has received the goods in stores, but staff in the frozen section did not
come to take the meat in the receiving area, so the result of exposure to high
temperatures that are too long will cause the quality of meat will be affected. May be
chilled and frozen staff section is the working in the selling floor. They are slow to
bring in goods from store into cold room or freezer. So in the case of frozen lamb is
exposed to sunlight that it causes affected the quality of the frozen lamb.


2.3 Analysis of Problem 3 : Cold Room or Chiller breakdown
Cold room or freezer on the selling floor get stuck or damaged. When its happened
fozen lamb in cold room might be damaged. So it will lead to the temperature
decreases. This will resulting in the quality of frozen lamb and will be affected. In
other words the temperature at the required temperature level. When the temperature
in the cold room is not functioning properly frozen lamb will produce peculiar smell.
So this is a one reason why this happens. Employees in this section must maintain the
cold room ang freezer and it should be well regulated. As a result of this breakdown
state cause of damaged goods. Cold room would be heat and be the place of bacteria.
This bacteria can cause frozen lamb damaged and produces peculiar smell. This
employees in section, especially technicians need to pay attention in this case. In this
case the company experienced a substantial losses for not being able to sell meat to
consumers. This is because suppliers do not want to bear the losses because it was the
negligence of the hypermarket itself. The losses incurred by the company is almost
RM5000 and all meats have to destroyed. The actual amount will be presented to the
general manager when further investigations have been carried out by the auditors is
done.



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2.4 Analysis of problem 4 : Customer behavior
One of the reasons why frozen lamb peculiar taste issue is the behavior of consumers.
This hypermarket customers, there are so many at one time. So each customer has a
unique behavior. In this case the customer has to take the item and place it on grocery
shelves. Customers are not put back the frozenmeat in the place of frozen. This is
happened in hypermarkets. Customers do not always buy. They put the meat in many
places and not in place frozen. Possiblely frozen lamb was placed back into the freezer
and other customers buy it. Because of too much time parked outside the freezer, that
frozen lamb has been damaged. In this the customer was complaints that she has
purchased that frozen lamb. Thus, attitudes and behavior of customers have a great
influence in this crisis.

2.5 Analysis of Problem 5 : Quality inspection of goods
Inspection of quality of products can also cause this happened . Store employees are
responsibility section of receipt of goods, especially to check the quality of a product.
Inspection of goods not only in quantity but in quality of goods. To ensure the quality
of goods received, properly checked is necessary. If the store employees received the
damage goods it will cause a loss to the company. May be frozen lamb was indeed
damaged when delivered by the supplier. If this can be done there will be an advantage
to the company. As mentioned earlier the quality is very important because it involves
trust of customers. Incidents a customer purchases the damaged frozen meat can not be
compromised because it will affect the company. Probably one cause of it was because
of negligence of this hypermarket staff itself.
Therefore it is the responsibility of this hypermarket staffs to ensure quality goods in
the future either dry goods or perishable goods like meat, fish, vegetables and so on.
This responsibility must be borne by all employees in this hypermarket either lower
level or upper level.





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3.0 CONSCLUSIONS
In this case the company has suffered losses and company had to bear the cost of full
medical checks for the customer whole family. The number of family household is 10
people and each person spending full medical check up is RM2500. So the company has
issued RM25000. All this because of negligence and specific problems. Hope this crisis
will not happened again.

4.0 RECOMMENDATION

4.1 Trucks that deliver the perishable goods like vegetables and the meat should be
given priority. Trucks are required to send the goods directly to the store
without waiting outside for too long. This to avoid the truck receiving area wait
for too long to loading goods. Thus, it is will not affect the quality of the goods

4.2 Trucks that deliver perishable goods prohibited to stop the truck engine until
goods are sent. This to make sure that temperature is cool and is at the desired
temperature. The trucks also have to wait for respective staff who is
responsible to send goods to the cold room. If the person in charge is absent,
then the product will not be revealed. This is to maintain the quality of
perishable goods

4.3 After careful checked of the goods, should continue to brought the goods into
cold room or freezer. This is to ensure the quality of the product will not be
affected. Hopefully with this method the meat or Frozen lamb will not be
affected because not exposed to sunlight or hot light where it can affect the
quality of the meat. so this method can guarantee the freshness of meat.

4.4 Regular check-ups. For example it can be done once a month. to ensure that the
cold room or freezer to be ranked the best. cold room and freezer is a place to
store perishable goods. It is important to take care and to keep it functioning


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properly. Staffs in the chilled and frozen should monitor selling floor. Staff
have to monitor the behavior of customers especially perishable goods. What
often happens is that a customer was at first wanted to buy the goods, but
changed his mind at the last minute. The goods are placed at all over the place.
Thus, staff at the hypermarket also have to to identify items that are left. If the
staff concerned to identify the goods were damaged and immediately save it
this crisis will not happen again in future. What important is must take out that
goods out from the selling floor and to avoid this from other customers buy
thats meat. Employees also need to monitor at cashier counter because there
are always places customers leave the goods. These patrols can be made at
every 5 minutes or 10 minutes each. If this is done the damaged goods will not
purchased by the customer.
















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BIBLIOGRAPHY

Abdul Muati bin Ahmad (2003). Komunikasi di Tempat Kerja. Kuala Lumpur: Dewan
Bahasa dan Pustaka.
Khairuddin Mohamad et al. (2012) Siri Pendidikan Guru: Bahasa Melayu Kontekstual. Shah
Alam: Oxford Fajar Sdn Bhd.
Noraini Yusoff et al. (2005) Bahasa Melayu Untuk Pengurusan. Sintok: Penerbit Universiti
Utara Malaysia.
Schramm, W., & Roberts, D.F (Eds). (1971) The process and Effects of Mass Communication
(Rev. Ed). Urbana, IL: University of Illinois Press

















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