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Retail Focus Drives Quality Dairy into the New Year

Tuesday, February 5, 2019  
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For Quality Dairy, every business decision is about making sure customers can enjoy their favorite QD products. Today, the company announces a set of operational restructuring decisions that allow QD leadership to continue enhancing the customer experience at Quality Dairy stores.


“The goal remains the same and is based on our belief that our customers must find value in the goods and service we provide,” says Ken Martin, President and Co-CEO.


To improve coordination and efficiency, the company plans to turn the current bakery in REO Town into “QD Central,” housing bakery, commissary, and dairy operations. This aligns Quality Dairy’s resources with their strategies to support and grow the business. “We’re making these adjustments to our operational structure because it means we can continue improving our products, service and stores,” says Martin.


Over the past year, this iconic Lansing company has been re-imagining itself, listening to customers and bringing fresh ideas to life. Quality Dairy recently introduced a home delivery service called QD Quick Delivery, launched its new Fiesta Chip Dip and created new packaging for its ice cream. Extensive renovations are underway at the Holt store, including a Corner Creamery with outdoor seating, a drive-up window and freshly designed interiors. 


“Holt is certainly our new concept store,” says Martin. “But we’re also planning to freshen up our other locations, which will improve our ability to serve customers and enhance the environment for our QD team members.”


To keep the focus on retail customers, Quality Dairy is in the process of closing QDC Plastics, a manufacturing division of the company. The closure allows Quality Dairy to concentrate on upgrading their stores, introducing new products and improving the customer experience.


Throughout the changes, QD leadership is conscious of the impact on their employees. “With each restructuring move, we are creating paths for dedicated Quality Dairy team members to continue their employment,” says Ray Tadgerson, Co-CEO. “We’re offering retraining within Quality Dairy for people who are committed to our vision.”


Martin and Tadgerson are leading the charge for improvements in product delivery systems, product lines, customer service, coordination, communication, productivity and efficiency throughout Quality Dairy’s operations. “Our focus is on making company-wide improvements that allow us to provide high quality, great tasting products to our customers,” emphasizes Martin.


Gregory Martin and his business partner founded Quality Dairy in 1936. What began as an innovative alternative to milk delivery eventually grew to serve as Greater Lansing’s neighborhood food store. For more than 80 years, the Martin family – including Gregory, his wife Pauline and their four sons – has carried on QD’s legacy, providing Lansing with their favorite donuts, milk, ice cream, chip dip and more.  

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