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Food Processing



Food Processing


Major U.S. provider of deli products needed to cut costs and increase profits while improving product quality (reducing consumer complaints) and customer service.


  • Reduce consumer complaints by implementing statistical process control methodology.


  • Reduced consumer complaints by 35%, while identifying $2.4 million in cost of quality savings.

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Case Study

Improve Quality, Reduce Costs & Ensure Process Excellence


A major U.S. provider of deli products needed to cut costs and increase profits while improving product quality (reducing consumer complaints) and customer service.

Highland Approach

The Highland Group conducted a Discovery and Design analysis, in which current and future state process and product variation points were documented and gaps identified. Examined gaps to determine where the greatest or most immediate benefits could be derived by implementing statistical process control (SPC).

Actions Taken

  • Determined which process or product characteristics should be monitored with SPC.
  • Designed or upgraded data collection, recording and charting methods.
  • Conducted training on how to interpret and act upon SPC results.
    Trained front-line employees to collect and chart data on a day-to-day basis, and perform basic interpretation of results and take immediate action.
  • Trained technical and quality professionals in deeper understanding of statistical principles and interpretation of results.
  • Calculated process capability of key processes and identified design engineering and equipment upgrade needs.
  • Developed plant-level action items for reporting and follow-up.
  • Designed or upgraded and implemented additional “SPC Management Reporting” and a “Plant SPC Audit Process.”

Reduced customer complaints by


while identifying $2.4 million in cost-of-quality savings

Related Information

Client Partner

Financial Services, Marketing & Consumer Products

Petrina is a creative, hands-on executive with over 25 years of international business experience with a proven track record of working collaboratively across traditional boundaries and solving complex operational issues. She previously served at the senior executive level of one of North America’s leading financial institutions and several global consulting organizations. There, she led engagements serving industry-leading clients in United States, Canada, England, Germany, Austria, Switzerland, Norway and the Netherlands.

Project Leader

Sales, Marketing & Consumer Products

North America

Bill is a senior project leader with more than 20 years of hands-on experience in assisting multinational companies by deploying his expertise in Lean Six Sigma and Business Process Management tools, tactics and strategies. He has deep expertise in sales and marketing improvement, supply chain optimization, fixed-cost reduction, channel management, total production management, balanced scorecards and post-merger integration.