7-Eleven's response to KOMO's findings

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By Martha Kang

Story Published: Nov 12, 2009 at 9:04 PM PST

Story Updated: Nov 12, 2009 at 9:04 PM PST

"7-Eleven, Inc.'s management team -- from local market managers to senior executives -- are upset and disappointed that there were some products out of date available in some of its stores in the greater Seattle area.

We thank KOMO-TV for bringing this to our attention, so we can put more focus on this very important part of our business.

When we first learned of this situation in early October, our field team immediately contacted all of the stores in Washington state to discuss this matter.

Each store's field management consultant reviewed in detail with each franchisee what is expected, importance of ensuring store products are sold before their expiration dates and that those out-of-code not be available for customer purchase.

When we contacted the franchisees and they saw that some product code dates were passed and had been overlooked by their staffers, they were both embarrassed and contrite.

A section of the 7-Eleven Store Franchise Agreement (a contract with 7-Eleven franchisees) is specific about food quality. Violating this aspect of the contract is a breach of the agreement

Having product on shelves that is out of code is not tolerated.

The 7-Eleven management team in Washington now requires each of its franchisees to have a written plan for each of their stores in the Store Action Plan binder books (which includes the daily goals for each store) by today.

These action plans spell out how store job assignments will be done daily to make sure this doesn't happen again. Failure is not an option.

Field consultants visit the operators of 7-Eleven stores twice a week, and now on each of these visits, they will follow up on the plans to ensure there are no more out-of code products available to the consumer. These field consultants will be checking products themselves. Any that they find to be out of code will be documented and followed up by the market manager. After verbal and written warnings, a formal letter of notification that the franchisee is in breach of their contract is issued.

What happened in the Seattle area is being shared throughout the organization by senior management to emphasize the importance of checking products codes and ensuring foods are offered when they are at their best and freshest for the consumer."

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