2. Select two potential problems—one in the Darden supply chain and one in a restaurant—that can be analyzed with a fish-bone chart. Draw a complete chart to deal with each problem. Darden Restaurants, the $6.3 billion owner of such popular brands as Olive Garden, Seasons 52, and Bahama Breeze, serves more than 320 million meals annually in its 1,500 restaurants across the U.S. and Canada. Before any one of these meals is placed before a guest, the ingredients for each recipe must pass quality control inspections at the source, ranging from measurement and weighing to tasting, touching, or lab testing. Darden has differentiated itself from its restaurant peers by developing the gold standard in continuous improvement.

To assure both customers and the company that quality expectations are met, Darden uses a rigorous inspection process, employing statistical process control (SPC) as part of its “Farm to Fork” program. More than 50 food scientists, microbiologists, and public health professionals report to Ana Hooper, vice president of quality assurance.

As part of Darden’s Point Source program, Hooper’s team, based in Southeast Asia (in China, Thailand, and Singapore) and Latin America (in Equador, Honduras, and Chile), approves and inspects—and works with Darden buyers to purchase—more than 50 million pounds of seafood each year for restaurant use.

Darden used to build quality in at the end by inspecting shipments as they reached U.S. distribution centers. Now, thanks to coaching and partnering with vendors abroad, Darden needs but a few domestic inspection labs to verify compliance to its exacting standards. Food vendors in source countries know that when supplying Darden, they are subject to regular audits that are stricter than U.S. Food and Drug Administration (FDA) standards