How do you get everyone on board with a continuous improvement effort?

A prominent peanut butter manufacturer was facing a growing problem: customer complaints about inconsistent product color. Variations in the shade of peanut butter on grocery store shelves led to perceptions that some jars were fresher than others. As a result, customers avoided purchasing jars with darker or lighter colors. This caused retailers to return unsold products to the manufacturer. These returns were scrapped, costing the company $532,000 annually.

The company launched a Lean Six Sigma improvement project to address this issue. The goal was clear: ensure consistent peanut butter color to improve customer satisfaction, reduce waste, and eliminate costly product returns. The team was composed of operators, mechanics, and quality control experts, fostering a collaborative environment to solve the problem.

What is the Roasting Process for Peanuts for Peanut Butter?

Peanuts are roasted as part of the process of making peanut butter to develop their flavor, color, and texture. As such, the roasting process begins when raw peanuts are loaded onto a vibrating conveyor belt, which moves them through an oven. While inside the oven, the peanuts are exposed to controlled heat, allowing them to roast evenly—or at least that was the intention.

In practice, the process suffered from a fundamental flaw: when peanuts were loaded onto the belt, the front peanuts entered and exited the oven more quickly, while those at the back were delayed due to the weight and bulk of the other peanuts in front of them. This caused an uneven roasting. Peanuts at the front roasted for longer, resulting in a lighter color, while those at the back roasted for more time and appeared darker. When these peanuts were processed into peanut butter, the color inconsistency carried through to the final product, leading to customer dissatisfaction.

What They Did

1. Defining the Problem and Investigating the Cause

The Lean Six Sigma team began by analyzing the roasting process to identify the root cause of the color variation. Through direct observation, they confirmed that peanuts at the front of the conveyor belt spent less time in the oven than those at the back, leading to uneven roasting.

A brainstorming session followed, during which team members, including operators, quality personnel, and mechanics, contributed ideas on how to improve the consistency of the roasting process. The collaborative environment encouraged open discussion, and all suggestions were considered.

2. The Mechanic’s Ingenious Solution

During the brainstorming session, one of the mechanics excused himself, stating he had an idea to address the issue. Without delay, he went to the workshop and fabricated a small metal barrier. This barrier was installed at the entrance to the conveyor belt, ensuring that peanuts were evenly distributed and moved at the same pace onto the belt. By doing this, the peanuts at the front and back of the batch entered the oven simultaneously, spending equal time under the heat.

The mechanic returned to the meeting an hour later to explain what he had done. Intrigued, the team decided to observe the modified process on the production floor. They conducted several experimental runs with the new barrier in place, carefully monitoring the color of the roasted peanuts.

3. Testing and Approval

The initial results were promising. The peanuts showed significantly improved color consistency, with little to no variation between the front and back batches. The Quality Department conducted a thorough analysis of the roasted peanuts and approved the modification, noting that the solution met all product quality and safety standards.

4. Implementing the Solution

Given the simplicity and low cost of the mechanic’s solution—he had used scrap metal already available in the shop—it was implemented across all roasting ovens in the facility. The team documented the process and updated standard operating procedures to ensure the barrier was properly maintained and installed in all future production lines.

Outcomes

The implementation of the metal barrier as part of the continuous improvement effort brought about transformative results for the company:

1. Improved Color Consistency

The color variation in peanut butter was virtually eliminated. Customers no longer perceived differences in freshness based on color, leading to increased confidence in the product and improved satisfaction.

2. Drastic Reduction in Returns and Scrap

With consistent product quality, retailers reported fewer customer complaints and returned significantly fewer jars of peanut butter. The company saw a reduction of $532,000 in annual losses from product returns and scrap.

3. Cost-Effective Solution

The barrier’s design and implementation costs were negligible. It required only an hour of work and materials that were already on hand, making it one of the most cost-effective process improvements in the company’s history.

4. Enhanced Team Morale and Engagement

The mechanic’s contribution highlighted the importance of involving frontline workers in process improvement efforts. His initiative and expertise not only solved the problem but also boosted team morale. The success reinforced a culture of empowerment and collaboration, encouraging employees to share ideas for future improvements.

Conclusion

The company’s success in resolving the color inconsistency issue underscored a critical lesson: involving the people who do the work is key to successful process improvement. By fostering a safe and encouraging environment where team members feel comfortable sharing their ideas, organizations can tap into a wealth of knowledge and creativity.

The mechanic’s quick thinking and resourcefulness saved the company hundreds of thousands of dollars while improving product quality and customer satisfaction. This experience reinforced the value of Lean Six Sigma principles, collaboration, and frontline involvement in driving sustainable improvements. Further, he was able to gain traction and get the team on board with his continuous improvement effort, maximizing the chances of success.

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