Navigating new horizons: Insights from China
Recently, two of our manufacturing team, Taryn Haslem and Conrad Harle, visited China to gain firsthand experience of our Co-op’s operations and the dynamic Chinese market. This was part of a new Co-op initiative aimed at fostering deeper connections between New Zealand Manufacturing (NZM) and our team in Greater China.
Taryn and Conrad were selected as representatives from the sites that took out the Greater China Awards at Fonterra’s annual Best Site Cup Awards (held annually in June). These sites, Maungaturoto and Clandeboye, were recognised for their exceptional performance across key production categories including protein powder and cheese, with sales volume, customer feedback, and specific focus areas such as foreign matter prevention and packaging integrity considered.
Their journey provided them with valuable insights into how we can better serve our customers and embrace opportunities in this fast-paced region.
We asked Taryn and Conrad to share their experience with us.
How different are our markets?
For Taryn, the most striking difference between the Co-op’s operations in New Zealand and China was the difference between making the product and selling the product. While New Zealand focuses heavily on manufacturing, the Greater China team's work spans sales, service, and supply chain. During a visit to a customer's new factory, Taryn observed the advantages of building on a greenfield site with the latest technologies, but also reflected on the depth of embedded quality and safety practices that NZ Manufacturing has in place regardless of the age of plant.
Conrad shared similar sentiments about the emphasis on excellence, noting the customer's significant investment in both branding and infrastructure. "The focus on achieving excellence and quality came through strongly," Conrad observed.
There's strong curiosity about what we do in New Zealand, and creating more opportunities to connect with our offshore teams is something that should always be front of mind back in New Zealand.
What makes our China-based facilities unique?
Taryn was impressed by the familiarity of the Shanghai office and Application Centre, which felt unmistakably Fonterra and just like home, thanks to consistent branding and the presence of our Co-op’s new values. "It felt just like a global brand – that we are all singing from the same songbook, which was really amazing” she says.
Conrad, on the other hand, marveled at the dedication of the local team to customer service, describing it as "relentless." He was also amazed by the Application Centre's top chefs, who showcased to the team some of the many innovative uses of the Co-op’s products in the region.
Was the Chinese market as expected?
Reflecting on the sheer scale and rapid evolution of the Chinese market Taryn says "I thought I understood our products in the market, but my knowledge was just a drop in the bucket." Immersing herself in the market, from tasting products in local stores to witnessing innovative dairy applications, she saw firsthand the speed at which trends shift and the importance of agility.
Conrad echoed the challenges and opportunities of working in such a vast and competitive market. While the potential for growth is significant, he pointed out the strong presence of overseas competitors and government-supported domestic brands.
I thought I understood our products in the market, but my knowledge was just a drop in the bucket.
What can be learnt from our Greater China team?
Both Taryn and Conrad were inspired by the dedication of our Greater China team. Taryn highlighted how the team's approach to handling ‘greenlane (unoffical) complaints’ offered valuable lessons for manufacturing sites. "Understanding and addressing complaints early can help prevent larger issues down the line," she noted.
Conrad shared his experience of presenting to the team, drawing a crowd of around 100 people. "There's strong curiosity about what we do in New Zealand, and creating more opportunities to connect with our offshore teams is something that should always be front of mind back in New Zealand.”
Not all work, no play
The trip wasn't all business. Taryn and Conrad were lucky enough to explore iconic cultural sites, including the 2,000-year-old Jing'an Temple, where Taryn was moved by the spiritual connection and rituals. Conrad found Zhu Jia Jiao, an ancient village, to be an incredible glimpse into China's rich history. Both also enjoyed a trip to Guang Fu Lin Park, where they experienced serene landscapes and historic reconstructions.
Experiencing new and unique foods to the region was another highlight for both. Taryn enjoyed the delicate flavour of yellow croaker, a lightly steamed fish. Meanwhile, Conrad's culinary adventure took him from a spicy hotpot with frogs' legs to the daring durian-flavored pizza. He especially loved trying the baked goods made with Fonterra butter at a bustling bakery, where the croissants stood out as a firm favourite.
Valuable insights to bring home
Both Taryn and Conrad returned to New Zealand with ideas on how to strengthen collaboration between our New Zealand manufacturing sites and the Greater China team. Taryn emphasized the importance of improving complaint management processes and fostering better connections to preempt potential issues. Conrad believes that sharing more site presentations across teams could help bridge knowledge gaps and enhance understanding of each other's roles.
Their experience in China was a powerful reminder of the potential of the region and the importance of needing to stay agile and connected, and that by learning from our global teams, we can ensure our Co-op continues to thrive in diverse and dynamic markets.