Primary File Info
Nestlé Purina PetCare: Your Pet, Our Poison
Exten, L., Gimenez, P., Steinberg, J., and O’Rourke, J.S. (Editor)
February 12, 2018
Strategy & General Management
food products, recover, limited information, customers' collective faith, supply chain
The pet food poisoning scare of 2007, in which numerous pet food products were contaminated with melamine sourced from China, seriously damaged many of the afflicted firms’ reputations for safety and customer concern. Pet food industry leader Nestlé Purina released two unapologetic statements revealing limited information about the source of the problem and its impact on consumers. Purina must recover its customers’ collective faith; a difficult task after causing thousands of “deaths in the family.” It is also essential that Purina restructure its supply chain to ensure that history does not repeat itself.