Refrirest Case: Managing a Manufacturing Process
Problems Faced by the Organization
Refrirest faced a plethora of undesirable effects because of their manufacturing process.
A slew of calls from angry customers with complaints showed there had to be some underlying
issues in the company. Customers were missing orders and unsure of when they would receive
them. If this issue persists, it could lead to these customers changing suppliers. Losing customers
means Refrirest would miss out on profits, and potentially close the business if they lose too
many customers and cannot gain more.
Due to the unhappy customer interactions, employees were overwhelmed. Since customer
interactions were never positive, these employees would develop negative attitudes towards their
work environment. Negative attitudes coupled with the customer complaints is enough to make
