INTERVIEW SESSION WITH NESTLE MALAYSIA — Transcript

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1. 0:02Nestly we are very big company and some
2. 0:06of the function I have to you know like
3. 0:10go through to other person lah. So it's
4. 0:13not that all the information that I can
5. 0:17have access immediately lah I have to
6. 0:19check with the PIC lah because
7. 0:23your bu just now you share with me your
8. 0:26followup questions is more on the like
9. 0:30details and then you want to know like
10. 0:33the the examples and then how often is
11. 0:36the KPI
12. 0:38is reviewed right so this is a very
13. 0:41specific
14. 0:42actually and
15. 0:45from one department to another
16. 0:46department there is no standards right
17. 0:50the frequency of the review of the
18. 0:52performance of KPI so it really depends
19. 0:56on the department itself and those that
20. 0:59you ask in the followup questions is
21. 1:02more details.
22. 1:04Some of it I don't have the answers now
23. 1:07because I have to check with the
24. 1:11specific lah department lah because your
25. 1:15macam most of it is the innovation lah.
26. 1:18Innovation and supply chain
27. 1:22see
28. 1:22>> a
29. 1:24right. So whatever that I know I can
30. 1:27share lah.
31. 1:28to answer
32. 1:30I mean in return because I believe from
33. 1:34this interview you have to you know
34. 1:37publish something or put in the report
35. 1:39or summary something right so in order
36. 1:42for you to put it in return I better
37. 1:46answer the interview in return as well
38. 1:48lah after I clarify a facts or the data
39. 1:53with the aa department itself lah.
40. 1:57Faham kan?
41. 1:58>> Faham. Faham.
42. 2:00Because in Nesley
43. 2:02from your questions actually I have to
44. 2:05go through with a few departments is not
45. 2:09from one department that can answer all
46. 2:11those questions ya because Nestley such
47. 2:14a big companies and we have a lot of
48. 2:17departments and then you know from in
49. 2:21the same department also there a lot of
50. 2:24you know people with different functions
51. 2:27so it release
52. 2:59But maybe we just go through your follow
53. 3:03up questions eh
54. 3:05atau you want to start first kan start
55. 3:09pada awal boleh?
56. 3:11>> Boleh.
57. 3:13>> Okey.
58. 3:15Assalamualaikum and a very good day to
59. 3:18Puan Hazlin. First of all, thank you
60. 3:21very much for accepting our invitation
61. 3:24for taking the time to join us today
62. 3:27despite your busy schedule. We truly
63. 3:30appreciate this opportunity to interview
64. 3:33you and are grateful for your
65. 3:35willingness to share your knowledge and
66. 3:37experience with us. So before we begin
67. 3:42may we kindly request your permission to
68. 3:45record this interview.
69. 3:47This recording will be used for academic
70. 3:51purpose and the part of a university
71. 3:53assignment.
72. 3:55But this recording will be shared with
73. 3:58who?
74. 4:00>> No, just appendix to assignment only.
75. 4:04But as I mention to you because I only
76. 4:07have until 11:30 today I have other
77. 4:10meetings after this. So yeah, you can
78. 4:13record this sessions. But I don't want
79. 4:16this recording to be shared with other
80. 4:20person without my consent.
81. 4:23>> Okey thank you very much puan. Now let
82. 4:26me briefly introduce ourself. My name is
83. 4:29Rabata Alishah Maisara and together with
84. 4:32my teammates is Wan Nursahaida and Ainur
85. 4:35Mardia. We are student from Universiti
86. 4:38Sains Islam Malaysia a program a
87. 4:41Bachelor of Muamalat administration from
88. 4:44year two and we are currently conducting
89. 4:46a study entitled innovative supply chain
90. 4:50ecosystem in Malaysia and Indonesia on
91. 4:53the cost of human resource management.
92. 4:56So this purpose of interview is to gain
93. 5:00a better understanding of a company
94. 5:02Nesle Malaysia for a supply chain
95. 5:05ecosystem particularly in the areas of
96. 5:08innovation,
97. 5:10a digital transformation,
98. 5:12sustainability, human resource and a
99. 5:15future industry development.
100. 5:18So before we begin with our interview
101. 5:22question, could you please introduce
102. 5:24yourself and briefly describe your role
103. 5:27at Nesle Malaysia.
104. 5:31>> Okey thank you for having this sessions
105. 5:35and I apologize because the previous
106. 5:38session has to be reach scheduled due to
107. 5:40unforesen circumstances. So my name is
108. 5:44Hazlins. I've been in Nesle. I'm the
109. 5:47hala operations manager for Nesle
110. 5:49Malaysia.
111. 5:50been in Nesley almost 17 years. So
112. 5:54basically
113. 5:56for this function basically I overseing
114. 5:59all the hala activities in Nesle
115. 6:01Malaysia and part of that because the
116. 6:05Nesle Malaysia is the hal center of
117. 6:07competence so we also supporting other
118. 6:10Nesle companies around the world who in
119. 6:14term of the halal application
120. 6:16certifications audit and also provide
121. 6:19some technical advice and guidance
122. 6:23regards to the technic of the hal
123. 6:24stifications and implementations.
124. 6:27So a in doing my job at the moment
125. 6:32basically because my background is from
126. 6:34factories I spent the last
127. 6:38a in the first seven years a in my
128. 6:42career in factories in one of the our
129. 6:45factories in Shah Alam complex and and I
130. 6:48involve in this department called
131. 6:51application group which is more you know
132. 6:55involved in introducing a new product,
133. 6:57new recipes
134. 6:59to the productions and then also involve
135. 7:01in term of the you know new packaging
136. 7:05development cost savings in in related
137. 7:08to the you know like business
138. 7:11contingency plan or cavings or the new
139. 7:15trends and sustainability so basically
140. 7:19that will be a little bit about myself
141. 7:23if you don't have any questions on the
142. 7:28personal introductions y we can move to
143. 7:31the next questions. Okey to begin we
144. 7:35start for section A company background
145. 7:39we would like to learn more about a
146. 7:41nesle Malaysia by discussing the
147. 7:43company's background and its role with
148. 7:45the supply chain ecosystem
149. 7:48this will help us to gain a better
150. 7:50understanding of the company before
151. 7:52moving on to the more specific
152. 7:56and the following questions. So aa my
153. 7:59question for question a can you briefly
154. 8:02describe a nestle Malaysia role within
155. 8:04the supply chain ecosystem
156. 8:08so basically n Malaysia is the one of
157. 8:11the leading food and beverage
158. 8:13manufacturers in the country as you know
159. 8:15our company is started in Switzerland in
160. 8:191866
161. 8:20our founder is Henry Nesley and
162. 8:24in Malaysia we have started since 1912
163. 8:27and now aa Nesle Malaysia is also public
164. 8:29listed. So basically in term of the our
165. 8:33supply chain a ecosystem it compasses
166. 8:36sourcing of the raw materials
167. 8:38manufacturing warehousing transportation
168. 8:40distributions and delivery to retailers
169. 8:42and consumers. So because of our you
170. 8:46know experience and
171. 8:49service in Malaysia so we have a I think
172. 8:52some of the our longterm partners at the
173. 8:55distribution channel is is a maybe the
174. 8:58second or third generation so meaning to
175. 9:01say all these distributors that
176. 9:04distribute our product to consumers
177. 9:06basically they have been with Nesley you
178. 9:09know since the beginning and they are
179. 9:11very loyal to our company and works hand
180. 9:14in hand with
181. 9:16a us. So
182. 9:18some of them has been with Nesle and
183. 9:20embedded the the Nesle values and
184. 9:23culture in their companies as well. So a
185. 9:26meaning to say for Nesley we don't sell
186. 9:29our product directly to the consumers.
187. 9:31We have our distributors
188. 9:34appointed distributors
189. 9:36across the whole Malaysia and this is
190. 9:39the a so-called
191. 9:43a representative for our companies that
192. 9:47you know deal directly with the you know
193. 9:50the shop or some other channels like 7E
194. 9:54or a other retailers. So
195. 9:58for Nesle
196. 10:01with the direct consumers ya so we
197. 10:03always have to work closely with our
198. 10:05suppliers our logistic providers because
199. 10:08as you know that for NLE we don't have
200. 10:12our own transport we use a third party
201. 10:14service provider so we have to work with
202. 10:17them very closely and of course we also
203. 10:20work with the regulatory authorities
204. 10:22like MOH or JAKIM for example And of
205. 10:26course last but not least our retail
206. 10:28partners that to ensure that product
207. 10:30that delivered to our consumers are safe
208. 10:34and then very efficient I mean meeting
209. 10:37the demand from the a consumers and of
210. 10:40course a is sustainable. Okey.
211. 10:44>> Okey thank you puan. A that information
212. 10:48give us understanding of Nesle Malaysia
213. 10:51roles within the supply chain ecosystem.
214. 10:54So for the next question what are the
215. 10:57main products managed through your
216. 10:59supply chain ecosystem
217. 11:01operation?
218. 11:03So basically
219. 11:04for Malaysia I think
220. 11:07those we have a wide range of product
221. 11:10actually we have from FNB we have a
222. 11:13daily products and then of course we
223. 11:16have coffee confectionary we have
224. 11:19culinary product like Maggi and then
225. 11:21nutrition we have a ser for the baby
226. 11:25food and some RTD ready to drink
227. 11:28products like Milo and Nescafe and of
228. 11:31course we also have some health science
229. 11:33product health science product is not a
230. 11:36very you know well known in Malaysia but
231. 11:40we do import some of the this health
232. 11:43science product like
233. 11:45some a capsules or some nutrient
234. 11:49diabetic that specific for certain
235. 11:52consumers that in needs lah. But this
236. 11:54product is not manufactured in Malaysia.
237. 11:58This one we imported from outside
238. 12:01Malaysia which is from other Nestle
239. 12:02factories but of course we ensure it is
240. 12:06halal certified before it delivers or
241. 12:09before it distributed to our consumers
242. 12:11in Malaysia.
243. 12:13>> Thank you puan. So that that's all from
244. 12:17section A for company background. Now I
245. 12:20would like to invite my teammate Suhaida
246. 12:23to continue with a section B for a
247. 12:25supply chain innovation and a digital
248. 12:28transformation.
249. 12:33>> Thank you Alishah. So I will be question
250. 12:36about section B innovation and supply
251. 12:39chain.
252. 12:40Next question is what innovative
253. 12:43practice or system has NLE Malaysia
254. 12:46introduced in a supply chain operation.
255. 12:51Okey so basically of course with this
256. 12:54era of digitalization and automated AI
257. 12:58so of course NLE has adopted various
258. 13:02digital and solutions
259. 13:05but this is more at our distribution
260. 13:07centers in this Sijangkang actually we
261. 13:11have
262. 13:13office in that area and is more focusing
263. 13:16on the distribution centers ya so
264. 13:19Basically in term of the of course
265. 13:22when we do business we must have a very
266. 13:24good planning system so we already have
267. 13:27a system that integrated a planning
268. 13:29system and then the warehouse management
269. 13:31system in term of the transportation
270. 13:33management system and data analytics
271. 13:36tools to improve visibility and decision
272. 13:39making across the supply chain because
273. 13:41as of today because we have to know a
274. 13:44like a in term of the products a on chef
275. 13:48like a which product is selling very
276. 13:51fast, which product is still in the
277. 13:53market maybe quite slow in term of the
278. 13:56selling and then from there actually we
279. 13:58will work on what product we need to you
280. 14:01know produce more we can plan for the
281. 14:03raw material purchase and then in term
282. 14:05of the delivering we have to also ensure
283. 14:08there is no heat cup in term of a you
284. 14:10know deliver the products maybe from
285. 14:12factories to the distribution centers
286. 14:14and then from the distribution centers
287. 14:16to the retailers for example so we have
288. 14:19a a system that to check in the real
289. 14:22time where is our products and who buy
290. 14:25products which products that sell you
291. 14:28know a fast in which area. So from there
292. 14:31we can a
293. 14:33better planning in term of the resources
294. 14:36raw materials and the rest of the you
295. 14:39know support function can work very
296. 14:42closely to support their business.
297. 14:45So basically from this you know
298. 14:48innovative practices of system basically
299. 14:51it
300. 14:52is a very good
301. 14:55you know advantage to all the support
302. 14:57functions so that we can ensure our
303. 15:01business is doing smooth and without
304. 15:04interaction
305. 15:10follow question
306. 15:16when were the system introduced and
307. 15:19based on your experience what was the
308. 15:22biggest adjustment the company had to
309. 15:25make when implementing this digital
310. 15:27system
311. 15:29>> I don't have information as I mention to
312. 15:31you because this is not the area of a
313. 15:37that I working on at the moment because
314. 15:40as I mention is in another building is
315. 15:43in another office like Nestle only one
316. 15:47office we have a a few a few other
317. 15:49office so basically I don't have the
318. 15:53data that when we introduce this but
319. 15:55it's already been a few years already we
320. 15:58started this systems and then when we
321. 16:01introduce this system it's not like um
322. 16:03you know 100% change of course we
323. 16:06introduce the system gradually ya so so
324. 16:10I believe is has been a several years
325. 16:12that we introduce this system and in
326. 16:15term of the adjustment because is is not
327. 16:18a like 100% changes overnight you know
328. 16:22is when we do a changes is always
329. 16:25a we do it a you know
330. 16:29bit a bit we don't do like 100% aa so
331. 16:33means that
332. 16:35we can manage it and normally a we also
333. 16:38have a support system that
334. 16:40or backup
335. 16:42you know support that ensure that
336. 16:44everything is in order before we move
337. 16:46100% so in term of the challenges i
338. 16:50think because we are very careful
339. 16:52whenever we want to do some changes in
340. 16:55the company and we don't very
341. 16:57drastically do the changes we always do
342. 17:01a study first and then a really do a
343. 17:04tasting a trial before we move
344. 17:07completely a from a you know the
345. 17:09traditional aa way or method to the new
346. 17:13system. Yep.
347. 17:18>> Thank you puan.
348. 17:20So the next question is which innovation
349. 17:23has had the greatest impact on
350. 17:25efficiency or cost reduction?
351. 17:30>> So basically this innovation is not much
352. 17:33in term of the cost reductions because
353. 17:36you know for this one we don't like
354. 17:40cutting people you know in order to
355. 17:45implement this system so it's still the
356. 17:47same empower but of Of course when we
357. 17:50introduce system it impacts in term of
358. 17:53the efficiency. As I mention just now
359. 17:55when we have a integrated system
360. 17:57everybody have the visibility and all
361. 18:00the function support can do their work
362. 18:03very closely and collaborate very
363. 18:05closely with one to another and we
364. 18:07ensure that we can support the business
365. 18:10and ensure that we meet the you know the
366. 18:13demand and the a ensuring that there is
367. 18:17no hickup in term of our business
368. 18:19operations and we meet
369. 18:22customers expectation in the very short
370. 18:25time. Yida
371. 18:42open mic
372. 18:46for the next question. How does Nestle
373. 18:48Malaysia evaluate
374. 18:51whether a supply chain innovation is
375. 18:54successful?
376. 18:56So of course a with or without this you
377. 19:01know system we already have a a KPI
378. 19:05review. So this KBI review we will
379. 19:09review it
380. 19:11normally is a quarterly basis or you
381. 19:14know yearly basis for example but
382. 19:16however it really depends if
383. 19:19when we introduce a project or system of
384. 19:23course we have a a very frequent follow
385. 19:26up and review with the team members to
386. 19:28ensure that the system is function well
387. 19:32and it meet the the objective and
388. 19:34purpose. So it based on the KPI that we
389. 19:38put when we introduce this project this
390. 19:43innovations then we will you know
391. 19:45measure whether it meets the KPI or not
392. 19:49for each of the you know deliverables
393. 19:53that we
394. 19:54you know target from the beginning of
395. 19:57the project so we have a a like a
396. 20:00frequent review with the team members
397. 20:03and from the review we will measure
398. 20:05whether all the KPI is meet or whether
399. 20:08is there any adjustment needed is there
400. 20:11any you know some
401. 20:13amendment or some further discussion is
402. 20:16needed to ensure that the project is
403. 20:19successful but I can
404. 20:22assure that the system is work very well
405. 20:26and at the moment the the the team is
406. 20:29still evaluating and see whether is
407. 20:32there any further improvement needed
408. 20:35for this innovation
409. 20:41and I next to follow up question
410. 20:46how often is the performance of this
411. 20:48innovation review
412. 20:52>> okey how often so as I mention earlier
413. 20:57normally a for each of the department we
414. 21:00have a I think the
415. 21:04most the the nestle way we have the
416. 21:07review in the monthly basis so normally
417. 21:10every month we will review all the KPI
418. 21:14that set at the beginning of the year
419. 21:17and of course during this review if
420. 21:20there is any hikup or is there any
421. 21:23escalation we will share with the team
422. 21:25members and then we will find a solution
423. 21:29on you know to ensure whether a KPI can
424. 21:34be meet or maybe some you know
425. 21:36adjustment need to be needed and
426. 21:38amendment need to be done. So this is a
427. 21:42normally discussed in a monthly basis.
428. 21:49>> Thank you puan. We truly appreciate your
429. 21:52explanation. It has given us a clear
430. 21:55understanding of how NLE Malaysia
431. 21:57measures the success of its supply
432. 22:00innovation.
433. 22:01So the next section is digital
434. 22:03transformation.
435. 22:06How was how has digital technology
436. 22:09transform communication and coordination
437. 22:12within your supply chain?
438. 22:14So of course in term of the digital
439. 22:16platform it enable faster communications
440. 22:20and real time informations. Ya. So this
441. 22:24information and combination is done with
442. 22:28our suppliers, our manufacturers
443. 22:31you know and also our of course our
444. 22:33logistic providers and back to our
445. 22:37customers. So from here it will ensure
446. 22:42or improve in term of the our
447. 22:45coordinations and response we can
448. 22:48response very fast and of course in term
449. 22:52of you know if there's any decision
450. 22:55making we can this can be done very
451. 22:58proactively lah.
452. 23:03Thank you fine your explanation has help
453. 23:06on better understand. The next question
454. 23:09is does NES Malaysia use real time data
455. 23:13system or inventory management logistic
456. 23:15or demand forecast?
457. 23:18>> Yep. So definitely I think most of the
458. 23:21companies in the industry we are they
459. 23:24are using the real time data system a
460. 23:27and normally this real time is very
461. 23:30important for us to monitor our
462. 23:33inventory levels and also to track our
463. 23:36logistic performance and then of course
464. 23:38to support our demand forecasting and
465. 23:42of course to identify any potential
466. 23:45supply chain disruptions before you know
467. 23:48it happen or before it escalate and
468. 23:50disrupt our business operations.
469. 23:57>> Thank you puan. We appreciate your
470. 23:59valuable
471. 24:01answer. It is very insightful to learn
472. 24:03how real time data support operational
473. 24:06efficiency and decision making. The last
474. 24:09question is how prepared are employees
475. 24:12to att to digital transformation
476. 24:15initiative.
477. 24:18So because for Nesley
478. 24:21I must say it's a very good company and
479. 24:26the one of the culture is continuous
480. 24:29learning ya so basically
481. 24:32in term of the how employees can adapt
482. 24:36to this digital transformation
483. 24:39initiative is of course through these
484. 24:42learning programs ya so it organized by
485. 24:45our human human resource and from here
486. 24:48actually there's a lot of programs that
487. 24:51are planned by our human resource and
488. 24:53our technical team to ensure that this
489. 24:57digital capability building there is a
490. 24:59coaching and of course the hands on
491. 25:03exposure on the new technologies so
492. 25:05basically
493. 25:07is is a it always a
494. 25:10a culture of a positive mindset and open
495. 25:14to the you know innovation and
496. 25:18adaptability to the new system that you
497. 25:22know introduced by the company and of
498. 25:24course this changes is to support the
499. 25:28business and to ensure that we sustain
500. 25:32in the industry and we as the you know
501. 25:38assets or you know resources for the
502. 25:41company we will you know work very
503. 25:44closely with the management to ensure
504. 25:48that you know
505. 25:50all the business plan and also
506. 25:54you know
507. 25:55whatever in the future direction set by
508. 25:59the company we understand and if there
509. 26:03is any you know
510. 26:06a questions or queries you know in
511. 26:10regards to this changes we always have a
512. 26:13a frequent
513. 26:15you know sessions with the management
514. 26:17through town hall and then we have
515. 26:19others
516. 26:21you know platform and sessions to raise
517. 26:24our concerns and
518. 26:27as far as from my experience you know
519. 26:31the the staff
520. 26:33is very open very positive and we are
521. 26:37very good in adapting to the you know
522. 26:40new system and of course to this digital
523. 26:44transformation initiative that introduc
524. 26:47the company.
525. 26:50Okey,
526. 26:52thank you puan for the follow question
527. 26:55could you share an example of a coaching
528. 26:59or training session conducted by the
529. 27:01organization and what was
530. 27:05>> so basically in Nestley there's a lot of
531. 27:08e-learning program ya because to suit
532. 27:11everybody time is very challenging ya
533. 27:15with the company like Nesley so normally
534. 27:18we have this e-learning introduced by
535. 27:21our human resource. So one of the recent
536. 27:25training that we have is on AI you know
537. 27:28and this AI also training is very good
538. 27:32because it shows us how you know we can
539. 27:36use AI
540. 27:38of course with some limitations because
541. 27:40not everything that from this AI can you
542. 27:44know give a a you know correct data or
543. 27:46correct informations so we still have to
544. 27:49filter whatever that
545. 27:51you know the result from the AI but of
546. 27:54course some of the function that we can
547. 27:56use from the AI that you know can make
548. 28:01sure that we can do you know the task in
549. 28:06a in a short time and faster than the
550. 28:09previous and the I think the most
551. 28:12interesting about this
552. 28:14a new AI is is how they can help us to
553. 28:19you know a a compiling data from the the
554. 28:24files that we have then they can help to
555. 28:26you know do the comparison and a lot of
556. 28:29things that can be done in a very short
557. 28:31time so that's the good thing that we
558. 28:33learn and we know about this from the
559. 28:36e-learning that you know shared by our
560. 28:39human resource and then
561. 28:41one of it because our HR make it
562. 28:44mandatory to all the staff to attend
563. 28:46this e-learning and it track so I mean
564. 28:49whether you like it or not you have to
565. 28:50complete the courses
566. 28:52or else they will send several reminders
567. 28:55to you. So of course
568. 28:57because of that
569. 28:59we receive a lot of new knowledge and
570. 29:03you know this has been a culture inle
571. 29:05because
572. 29:06e-learning i think I don't even remember
573. 29:09when we started it I think quite
574. 29:11sometimes already but this is a very
575. 29:14good you know approach by nesley whereby
576. 29:18we have ample time to complete like
577. 29:21normally they will give this mandatory
578. 29:22training to be completed maybe
579. 29:25within in two or three months. So we
580. 29:27just you know very flexible. You can
581. 29:30plan your time when you can you know
582. 29:33complete the e-learning. Yep.
583. 29:37>> Thank you puan. And how did it help
584. 29:40employees adapt to new technologies?
585. 29:44>> A mention because some of the tools that
586. 29:47a for example a inl now we have this
587. 29:51cilot. So this cilot
588. 29:54we will
589. 29:58sorry because 1130 and I have another
590. 30:03call with IIUM
591. 30:06after this
592. 30:09perhaps
593. 30:10I have to end our session now but I will
594. 30:15answer all the followup questions that
595. 30:19given by Fatimah earlier
596. 30:21So I will put it in return and from
597. 30:25there if you have any other further
598. 30:29questions or you need more examples so
599. 30:31we can communicate a I mean maybe
600. 30:35through writing or WhatsApp if you don't
601. 30:37mind but I'm very sorry
602. 30:40already have another calls a and it's is
603. 30:43very good to have this session with you
604. 30:46and I apologize I cannot spend more time
605. 30:50for this session
606. 30:51I hope all the inputs is you know
607. 30:55valuable and can help you with this
608. 30:58subjects lah. Okey
609. 31:01>> thank you very much puan.
610. 31:03Welcome.
611. 31:04>> Welcome.
612. 31:14>> So a
613. 31:18further questions
614. 31:20you can WhatsApp to me then I will
615. 31:23response a via writing lah. Okey.
616. 31:30>> Thank you puan. Welcome. Okey. So that's
617. 31:34it ya. Okey. Thank you so much.
618. 31:36Assalamualaikum.