Quality through culture: Organisational development at New American Ice Cream

Abstract

The New American Ice Cream Company began as an ice cream parlour catering to US armed forces stationed in New Zealand during World War II. As a minor player in the ice cream market it was unprofitable for years. A new approach from the CEO involved all staff at all levels to rethink profit margins in relation to the company's culture. After a series of consultations with all staff, the company experienced a turnaround in 12 months to become the leading ice cream brand for the Auckland market. NOTE: This case study includes appendices of example questions and response forms for New American Ice Cream Company staff and also includes questions for discussion