MNS: Reduce 67% of customer complaints by application an international standard management system

That was the result that Masan Nutri-Science Joint Stock Company (MNS) obtained after 6 months of applying management systems according to ISO 9001, ISO 22000 and HACCP Standard.

Masan Nutri-Science Joint Stock Company is one of the leading animal feed companies in Vietnam. It has 12 factories located in 10 provinces and cities across the country. At present, the cost of raw materials, transportation costs continuously increase and the competition in the market is increasingly fierce. In that context, it was extremely necessary to standardize the management process for the entire system to optimize operating costs.

Since June 2017, the entire Masan Nutri-Science Joint Stock Company system has begun to produce and comply with the same production process, material standards, finished product standards and uniform quality control processes from input to output. The management system was streamlined and compacted to ensure efficient and quick operation. The whole staff understands more clearly about their roles, responsibilities, and powers to be more proactive in handling jobs. By the end of January 2018, Masan Nutri-Science Joint Stock Company was awarded ISO 9001, 22000 and HACCP certificates by Bureau Veritas Vietnam for its entire system.

According to Mr. Lam Pham Trung, who is General Director of Masan Nutri-Science JSC, the application of management systems according to international standards has helped the Company improve labor productivity, ensure better product quality, thereby contributing to reduce costs, improve competitiveness. After only 6 months of applying new management systems, the number of Masan Nutri-Science JSC customer complaints decreased by 67%. This number was proof that Masan Nutri-Science JSC ‘s product and service quality has improved significantly.

Commented on the implementation process to receive management system certification at Masan Nutri-Science JSC, Mr. Dung Trinh Tuan, who is General Director of Bureau Veritas Vietnam said: “We have certified more than 1,000 companies in Vietnam, however, this is the first time we have certified the company that has the most factories and the deployment time to meet the shortest standards. “

New management systems are expected to bring a lot of competitive advantages to Masan Nutri-Science JSC, helping the Company maintain its No. 1 position in the Vietnam food market in the near future. It is also an important platform for Masan Nutri-Science JSC to complete the 3F model (from farm to table) into the first meat products value chain and product from meat in Viet Nam.

Productivity and Quality Office