Business philosophy
Having built its reputation as a maker of high-quality cakes and kueh, Bengawan Solo has sought to maintain its market position by following Tjendri-Liew’s business philosophy of maintaining rigorous standards in production and using premium ingredients. When customer feedback reported a slight dip in the quality of its products following a major expansion of outlets in the 1990s, Tjendri-Liew personally investigated the manufacturing and operational processes and instituted a standards system. She continues to gather customer feedback from outlets and conduct daily inspection rounds at the company’s factories.
Most of Bengawan Solo’s range of over 50 different types of cakes and kueh retain a handmade element to maintain a traditional taste. However, the company has employed technology where possible to improve the production process. For example, Japanese encrusting technology is used to ensure consistent crusts on its pineapple tarts, and air-mixers and depositors are utilised for sponge cakes. Custom-made revolving ovens and a rotating-steaming conveyor system were also installed for kueh lapis and kueh salat respectively.
While the company has built its reputation for quality, marketing efforts have also focused on tie-ups with family-oriented companies, shopping centres, credit card companies and banks for offers and packages. Festive periods have traditionally brought increased business, and Bengawan Solo has capitalised on this with festive season and occasion-specific products and marketing. Customised cakes and cakes featuring licensed characters such as those from Disney have also formed a large portion of the company’s business.