Customer survey / Feedback reporting system at Fonterra (Shareholder Services)
"I worked with Girish at Fonterra in the mid 2000s and found him to be very calm, competent and effective. In his quiet way, he became the ‘go to person’ in our systems redesign. He is a genuinely nice person and a great team member." - Carolyn Mortland - Work colleague
Fonterra Co-operative Group Limited is a leading multinational dairy company co-operatively owned by 13,000 New Zealand supplier shareholders.
Fonterra Mik Supply is the interface with Fonterra's supplier shareholders. Included in the team are Farm Liaison Officers who provide direct shareholder support and assist with on-farm issues, a Contact Centre that provides seven day a week response to shareholder enquiries and Fencepost.com, a rural information website that provides access to web-based farm management tools.
Being newly established by a merger of two very large dairy companies, the Milk Supply management had instituted a survey of its shareholder suppliers as part of its management reporting process.
The survey was conducted by reading questions off a questionnaire and recording responses manually. Subsequently the data was entered on an Excel spreadsheet to calculate ratios etc. and generate the reporting required by management and the Directors.
Nous Consulting, who had recently completed an Events Calendar system for Fonterra Milk Supply custom-designed an application developed on a Microsoft Access platform with multi-user functionality and password coordinated access rights. Survey questionnaires displayed on screen and as responses were recorded, the next relevant question would display. Completed responses were electronically saved and a hard copy could be printed if required.
Reporting was also automated including the production of comparative graphs for the three recently completed months being extracted in Excel spreadsheet format which could then be pasted into MS-Word documents for Board circulation.