Dunkin' - New Britain

I also found great resources while drinking coffe their When your customer-facing crew is required to serve only fresh-brewed coffee — discarding any that has sat on the burner for 18 minutes, you’d better be backing that up with a production process that focuses on quality, consistency, and freshness all the way to the tree. That is exactly what Dunkin’ Brands, parent company of Dunkin’ Donuts, requires of its employees and partners: from the Dunkin’ Donuts shops, where coffee has become a significant part of the business, to the roasting facilities, and the Central and South American suppliers. Dunkin’ does not own any of the facilities that manufacture its coffee. But, said Hélène Marsot, Dunkin’ Brands senior manager of quality assurance for coffee and beverages, “We own the specifications. We own the quality program.” It is a quality program that is very defined, extensive, and unique. “After 40 years in the business, I can tell you there is no one else that does the Dunkin’ program,” said Charlie Cortellini. Cortellini is vice president of research and development for Massimo Zanetti Beverage USA (MZB), whose Moonachie, N.J., plant roasts and packages Dunkin’ coffees. It is precisely because Dunkin’ doesn’t own the facilities that the specificity of the program is critical. “We approve the process, but we are not on the production line, so we have to be very clear in our expectations,” Marsot said. “If you don’t make it clear; if you’re not signing a contract, you can’t tell them they’re not doing it (right).” And those specified processes go all the way back to the tree, with control points and verification points throughout the chain.