Report_on_Bad_Meat

CUSTOMERS COMPLAINTS ON KAMBINGMAS ENTERPRISE FROZEN LAMBS CHAPTER I INTRODUCTION  HyperSurvey is a Malaysian grocery and general merchandise retailer headquartered in kuala Lumpur, Malaysia. It is the fifth largest local retailer in this country measured by revenues and the second-largest measured by profits (after Mydin). It has seven stores in 7 states across Malaysia. Originally HyperSurvey focused on grocery retailer however, since the early 1990s Tesco has increasingly diversify its business into areas such as the retailing of books, clothing and electronics. The branch in Lahad Datu newest HyperSurvey branch was opened in 2008 in Taman Seri Perdana housing area. The Lahad Datu branch has divided its operation into departments and one of the depatments is frozen food department. 1.1   REPORT STATEMENT Our company, HyperSurvey has been retailing frozen lamb meat under the frozen food department since early 2009. Till today, we obtain the product from 3 different suppliers; KambingMas Enterprise, Hafuz Farm and Kambing Segar Desa. All three companies’ products are proven safe for consuming and have Halal certificate awarded by Majlis Ugama Islam Sabah. However since early September this year (during the festive season; Hari Raya Aidilfitri) our staff at frozen food department received 12 complaints from customers claiming that frozen lambs of KambingMas Enterprise has peculiar taste and smell even after cooked. Since the festive season, August untill September, our department were unable to obtain frozen lamb supply from Hafuz Farm and Kambing Segar Desa due to the greater demand from other HyperSurvey branches. However, all the complaints did not stated any occurrences of symptoms of food poisoning. The purposes of this proposal are; 1.1.1 Firstly, to describe and discuss reasons of customers complaints 1.1.2 Find possible solustion of the matters CHAPTER II LITERATURE RESEARCH I have also went through several research to find possible reasons of spoiled meat. Meat is considered to be spoiled when it is unfit for human consumption. A variety of factors can cause meat to spoil including micro-organisms, exposure to air, and improper freezing techniques. Spoiled meat may be inedible due to unpleasant tastes and odors or may be unsafe for consumption especially when micro-organisms have caused the meat to spoil. The spoilage of meat occurs, if untreated, in a matter of hours or days and results in the meat becoming unappetizing, poisonous or infectious. Spoilage is caused by the practically unavoidable infection and subsequent decomposition of meat by bacteria and fungi, which are borne by the animal itself, by the people handling the meat, and by their implements. Meat can be kept edible for a much longer time though not indefinitely, if proper hygiene is observed during production and processing, and if appropriatefood safety, food preservation and food storage procedures are applied. Without the application of preservatives and stabilizers, the fats in meat may also begin to rapidly decompose after cooking or processing, leading to an objectionable taste known as warmed over flavor. Although a number of factors may contribute to meat spoilage, the most common cause of meat spoilage is the deterioration of meat caused by micro-organisms. The table below shows some of the common indications that meat has spoiled; Indication of Spoilage | Cause | | Ammonia or sulfur smell, bad odor, tallow or chalky taste. | Degradation of proteins, lipids (fats) and carbohydrates caused by bacteria and/or enzymes naturally present in meat. | Slime formation, bad odor and rancid flavor, color change (such as grey, brown, or green) | Bacterial and yeast spoilage | Sticky meat surface | Mold spoilage | "Whiskers" | Mold spoilage | Surface colorations such as creamy, black or green | Growth of mold colonies | Tainting, souring, and putrefacation | Anaerobic bacterial spoilage of meat interiors, vacuum packed products, and sealed containers | (Table adapted from Lawrie, 166). There are factors other than micro-organisms which can cause meat to spoil. They results from improper handling of meat. Indication of Spoilage | Cause | | Oxidative Rancidity (rancid flavor and odor) | Oxidation of meat fats due to improperly wrapped meat. | Brown or grey discoloration | Protein denaturation caused by heat, salts, ultraviolet light, low pH, and surface dehydration | Dehydration and discoloration during freezing resulting in dryness of cooked meat, nutrient loss, and sometimes a bitter flavor. | Freezer burn and drip which occurs during slow freezing. | Absorption of Off-Flavors | Storage of meat next to foods such as apples and onions which give off strong odors | (Table adapted from Lawrie, 166). CHAPTER III METHODOLOGY Luckily, it is the of HyperSurvey to ask complainers to fill in a complaint report form, customers will need to give their personal information as well as a copy of their Mycard. All customers complaints has been very well documented. However, we did not ask for the frozen lamb to be refunded or returned to the department as all the complaint came in after three days of purchase (HyperSurvey will tolerate refund or return of products sold within three days of purchase). Next, I held a meeting for the staff at the frozen food department to present and discuss the customers’ complain. We too personally checked the condition of the frozen lambs, I observed the colour, smell and looked for wreckage or tornage on the frozen lambs packagings. CHAPTER IV FINDINGS AND DISCUSSION Based on the complain reports, most customers stated one similar characteristics of their purchased frozen lambs that is the lambs had peculiar smell and taste even after cooked in many ways especially satay, curry and barbeque. Specifically, the customers stated that the frozen lambs has strong odour of rotten onion has and slight taste of rotten onion. These are 4 possible reasons of spoiled meat that we have discussed and we will examined the frozen lambs based on these potential causes according to Lawrie, R. A.; Ledward, D. A. (2006) meat spoilage can be self detected based on these five characteristics of the product; 4.1 Packaging Proper packaging helps maintain quality and prevent the meat product from spoilage. It is safe to freeze meat or poultry directly in its original packaging, however this type of wrap is permeable to air and quality may diminish over time. For prolonged storage, overwrapping the packages of frozen pruducts maybe important for long-term storage. It is not necessary to rinse meat and poultry before storage. Freeze unopened vacuum packages as is. If you notice that a package has accidentally been torn or has opened while food is in the freezer, the food is still safe to use; merely overwrap or rewrap it.  The packagings (using box) of the KambingMas frozen lambs does not secured the products inside the packages. Although, the frozen meat are pre-packaged with plastic inside the box. The box are made of grey paper possible the same paper to be used to make newspaper. All the boxes of the frozen lambs were slightly torn and broken. 4.2 Expiry date The first and foremost aspect to identify any spolied food product is to look at the expiration date on the package, and in our case, we looked at the box of the frozen lamb (KambingMas Enterprise pack their frozen lamb in plastic-sealed box. While the expiration date is not conclusive evidence of freshness, it will help us determine whether the lamb meat is within the freshness period. Through examination to all of the products, the expiry date of the KambingMas Enterprise frozen lambs range from 3rd March 2012 to 8th May 2012. Thus, based on the expiration date the products are safe for consuming. Then, if it is, and if the meat has been properly refrigerated and stored at all times, it should, in theory, be safe to eat. 4.3 Colour of the products Spoiled meat not only leaves an unpleasant odor; if the meat package leaked, it can also leave dangerous bacteria on the surfaces inside of the refrigerator. A thorough cleaning of any area affected by the smell of spoiled meat will get rid of the smell and bacteria, too. Although spoiled meat odor can be a challenge to kill, you can remove it with natural products found around the home that neutralize, absorb and remove the smell without worsening the issue with chemical-based products. Lamb is a red meat that typically ranges from light to dark pink color (depending upon the age of the lamb). Examine your lamb meat carefully to detect spoilage. Lamb meat that has a bad odour or discolorations may contain dangerous bacteria that could lead to illness if you eat it. Examination on the color of the lamb meat should be done in adequate natural light that is not store lights or florescent lights. We took at least three samples to taken outside in daylight for colour examination. Onspoiled lamb meat should be pinkish weather light pink or dark pink without any gray or tan colors. Gray and tan colors indicate bacteria on the meat. All three samples examined did not appear suspicious change in colour. This should state that the frozen lambs are in good condition based on this colour examination. 4.4 Smell Five of frozen food department staff were assign to do the examination. The examiners should be free of flu or cold and without sinucitis. This test was carried out in three days by the same people. If there should be presence of dangerous spoiled meat bacteria, the frozen lambs should have strong decaying smell. Bacteria have odors, and these odors become stronger over time. If the meat smells like ammonia or sulfur, this indicates significant bacteria is present. This test reveals the customers’ complaints are true, the frozen lambs do slighty smell like rotten onion, however the frozen lambs do not have decaying meat smell. Color changes can occur in frozen foods. The bright red colour of meat as purchased usually turns dark or pale brown depending on its variety. This may be due to lack of oxygen, freezer burn or abnormally long storage. Change in colour alone does not mean the product is spoiled. Colour changes are normal for fresh product. With spoilage there can be a change in colour, often a fading or darkening. Colour changes, while meat and poultry are frozen, occur just as they do in the refrigerator. Fading and darkening, for example, do not affect their safety. These changes are minimized by using freezer-type wrapping and by expelling as much air as possible from the package.  4.5 Touch We personally touched all of the frozen lambs in the store using hand glove. If it feels slimy or sticky, this indicates presence of bacteria and meat spoilage. In addition to the colour change, the meat or poultry will have an off odour, be sticky or tacky to the touch, or it may be slimy. If meat has developed these characteristics, it should not be used.  We are happy to announce that this test shows that all the frozen lambs were perfectly frozen and we found no stickiness or slime on the surfaces of the frozen lambs. CHAPTER V EVALUATION Based on the findings, the frozen lambs of KambingMas Enterprise reveal no spoilage. However the results agree with customers’ complaints that stated the KambingMas Enterprise frozen lambs do have mild rotten onion smell and this may cause the products taste like rotten onion too. The fragile packaging of KambingMas frozen lambs inreases the possibilities that the rotten onion smell transferred the frozen meats through openings in the packagings. 5.1 IDENTIFIED POSSIBLE REASONS There are three identified possible reasons for this problem; 5.1.1 Staff One, that maybe during storing in the HyperSurvey store, the staff may accidently place the KambingMas Enterprise frozen lambs anywhere near the onions which should not occured. Onions are supposed to be placed in food and vegetables section. 5.1.2 Customer Secondly, this too, may caused by customers of HyperSurvey who accidently place their pre-purchased onions at the frozen meat section. This, if the customers forgot the take the onions back and the staff are not aware of this situation, the onions may rot inside the refrigerator and causes the problem. 5.1.3 Supplier Thirdly, smell and taste of onions may have been transfered to the KambingMas Enterprise frozen lambs which factory situated in Kota Kinabalu Industrial Place (KKIP), Kota Kinabalu during the send off of the products to hyperSurvey branch here in LahaDatu. As we were informed, the KambingMas Enterprise is also a local distributor of fried organic onion products called Bawang Orgatm. 5.2 ACTION TO BE TAKEN 5.2.1 Cleaning Although the KambingMas frozen Lambs are not actually spoiled and may not cause food poisoning however the products’ condition not only leaves an unpleasant odor; if the meat package leaked, it can also leave dangerous bacteria on the surfaces inside of the refrigerator. These are the action that will be taken by staff at frozen food department and we may need help from other staff especially the cleaners. Cleaning of the refrigerator where the frozen lambs were stored. All the removable parts from inside the refrigerator, such as meat drawers, removable trays and shelves will be removed. Thorough cleaning and disinfecting of the removable refrigerator parts using with the soapy solution and a nylon dish scrubber to make sure to remove any food particles or spills that contribute toward the rotten onion meat odor. Rinsing of all the parts in a solution made from warm water mixed with unscented bleach to sanitize the surfaces. All the e drawers, trays and shelves will be allowed to dry on kitchen towels without rinsing off the bleach solution. As the solution dries, the bleach dissipates from the surfaces. Spraying of any areas in the refrigerator that may have lingering rotten onion odor with medicated deodoriser will be necessary to completely demolishes unwanted odour and possible bacteria infection. The refrigerator will be left empty for about one week before placing any frozen meat into it. 5.2.2 COMPLAIN LETTER TO THE SUPPLIER A complain letter will be forwarded to KambingMas Enterprise aknowledging the company of the poor packaging of their frozen lamb products. Meanwhile, the frozen food department of HyperSurvey does not intended to stop getting the supply of frozen lamb since the company has the must abundant supply of frozen lamb. Further deed should be taken by staff of frozen food to frequently examine the frozen food from time to time to immediately take necessary action if possible contaminants or unwanted things or products are misplaced at the frozen food section specially the refrigerator. CHAPTER VI CONCLUSION To put in the nutshell, the frozen lambs of KambingMas Enterprise does not contain contaminants that cause spoilage to the meat. This is primarily proven with report form filled by complainers that stated no food poisoning occured form consuming the frozen lambs. As such, the matter can be solved internally by staff at the frozen food department of Hypermarket. 6.1 FACTORS The matter, onion odoured KambingMas frozen lambs is caused mainly by two identified major factors, those are; 6.1.1 Contamination of odour from misplaced of certain products specifically onions or any herbs and potential odour and taste tranferrants. 6.1.2 Poor packaging of KambingMas Enterprise frozen lambs. Action that will be taken by staff of frozen food department to demolish the problem from occuring is that thoroughly clean and disinfect the refrigerator where the frozen lambs were stored. The customer service department will forwarded a letter of complain to KambingMas Enterprise to aknowledge them of the poor packaging of the frozen lambs. In the future, the frozen food department of HyperSurvey will continue its wholesale business with KambingMas Enterprise since the company has been one of the major suppliers of HyperSurvey frozen products. (2575 words) REFERENCES 1. Alan Davidson (2006). Tom Jaine, Jane Davidson and Helen Saberi. ed. The Oxford Companion to Food.Oxford: Oxford University Press. ISBN 0-19-280681-5 2. Lawrie, R. A.; Ledward, D. A. (2006). Lawrie’s meat science (7th ed.). Cambridge: Woodhead Publishing Limited. ISBN 978-1-84569-159-2. 3. Turner, E. 2005. "Results of a recent analysis of horse remains dating to the Magdalenian period at Solutre, France," pp 70-89. In Mashkour, M (ed.). Equids in Time and Space. Oxford: Oxbow 4.  Rupert Wingfield-Hayes (29 June 2002). "China's taste for the exotic". BBC News.