Nutritious and tasty products
Study into enrichment of milk powder
Worldwide, almost two billion people suffer from hidden hunger, a deficiency of one or more nutrients. That leads to maternal mortality, physical retardation, lower intelligence and lower productivity. Dairy products are a high-quality source of energy and protein. They also contribute to the intake of the daily requirements of calcium, magnesium, and vitamins B2, B5 and B12. Together with a customer in the Angolan market and research by a student at Wageningen University & Research (WUR), we looked at ways to offer even more essential nutrients through our milk powder. The research showed that deficiencies of iron, zinc, vitamin A and B12 have the highest priority.
In 2018, we did tests with special vitamin and mineral mixes that we have developed. Thanks to the new mix, a glass of our branded milk powder is a natural and enriched source of iron, zinc, calcium, phosphorus, vitamins A, B2, B12, C and D. It was our ambition to add the mix to our own brands for Africa in 2018. However, since the mix did not yet meet our quality requirements, it needed further optimisation, so that the trial will now start in early 2019. We intend to have enriched all our brands for Africa in 2019. This equals half our products for the African market.
Fewer product quality complaints
Safe products are a prerequisite for contributing to the health of consumers. That might seem obvious, but it means that quality must be given priority every day. All our production sites have been certified in accordance with the internationally recognised FSSC22000 food safety standard. This means that all products are assessed for food safety. In 2017, we supplied the first ingredients for infant nutrition. Our strategic goal until 2022 is to gain a better foothold in the infant nutrition market. This means we meet the very strict food safety standards, as safety is crucial in infant nutrition.
A measure of our success is the number of customer product quality complaints. We wanted to reduce these by 10% compared to 2017, and we did. In 2018, the number of complains fell by 26%. In absolute terms, there were 0.25 product quality complaints per 1,000 tonnes of product. For 2019, our objective is to maintain this level. Customer complaints are handled by our Customer Service department. Complaints are registered in a central system and the department involved is asked to investigate the complaint and draw up and implement improvement measures. We determine the effectiveness of our complaints management system every year.