Joanna Gilbert

Over the past few years, Fonterra have gone through a significant and deliberate transformation to ensure a shift in culture, behaviours, processes, and ultimately; customer centricity. Through this transformation programme, results have seen a 50% improvement in food & safety metrics and world class engagement scores in customer metrics. This presentation will give you an overview of the global transformation around food safety and quality processes.

• An overview of the sustained journey at Fonterra to ensure a cultural shift to a behaviour based food safety and quality management system including better understanding from staff
• Identifying opportunities for change in operations, culture, behaviours and processes
• Strengthening the culture through clarifying and aligning expectations, understanding “the customer” and building capability
• Using creative methods to engage and educate people