Ensuring the satisfaction, well-being and nutrition of consumers with safe and high-quality products under a strict compliance with the legal framework, and with an excellent service supported by quality management and food safety systems.
Risks and opportunities GRI 103-1
Grupo Nutresa strives toward maintaining the legal monitoring and surveillance procedures to avoid incurring regulatory non-compliance risks in the countries where it operates and commercializes its products.
There is an evident opportunity in the active participation to discuss and revise the quality and safety regulations in the countries where Grupo Nutresa operates. For this purpose, the Organization has worked jointly with business associations in Colombia through the cooperation in projects against product counterfeiting and brand misappropriation.
Generating and maintaining a constant communication with customers and consumers represent a challenge that drives the Organization to strengthen the multiple communication channels in social networks and websites with the purpose of making it easier to receive and answer users’ questions and opinions. To adequately address and manage these communications, the Organization has personnel specialized in timely receiving, addressing and escalating requirements, as well as specific assistance protocols for events occurring in social networks.
For 2020, Grupo Nutresa will implement a comprehensive model that allows to transversely standardize the requirements of the management systems to fulfill the demands from consumers and customers, and to comply with regulatory matters as a consequence of the international expansion.
The purpose of this model is to boost Grupo Nutresa’s commitment to be an organization focused on the customers and to strengthen the engagement with its diverse stakeholders by means of advanced infrastructure, processes and services that allow the mobility, timeliness and flexibility, as well as the construction of new service experiences and autonomy in the systems used for managing the contacts and the contact center supplier.
In order to keep reinforcing the corporate principle of responsibility towards the consumers and with the aim of complying with the new Food Safety Modernization Act from the United States, the businesses that export products to said country will have to implement this standard for 2017.
As part of its corporate philosophy and behavior, Grupo Nutresa focuses its management on food safety, offering thus safe high-quality products that generate trust among the consumers regarding what they buy and eat. Therefore, the purpose of both the integrated management systems and the certifications is to guide and strengthen the performance of the processes with the aim of ensuring the quality and safety of the products, as well as a continuous improvement.
The management systems, under which the operation centers are certified, are permanently checked through external audits with the purpose of ensuring and verifying the degree of compliance with the requirements of each one of these systems.
Currently, Grupo Nutresa has 176 valid up-to-date certifications for the following systems: quality, safety, risks, good agricultural and livestock practices, commercial safety, environmental, Familiarly Responsible Company, EQUIPARES (labor fairness), and Healthy Organization. In 2016, 79,3% of the production was manufactured in plants that have certifications in food safety management system standards, including the standards approved by the Global Food Safety Initiative. GRI FP5
In compliance with the Genetically Modified Organisms policy, the Organization constantly requests a statement and an analysis that demonstrate the presence or absence of GMOs to the suppliers whose products are considered to be or have been produced with GMOs in order to comply with the legislation from producing and destination countries.
Grupo Nutresa continues to manage the risk of the presence of possible pollutants and allergens in its food products by using technical data sheets that facilitate the control and verification of the compliance of the supplies by the production plants.
The Organization supported the raw material and packaging material suppliers that had presented improvement opportunities during the on-site audits in the development of their capabilities with regard to quality and safety programs. In total, 67 people participated in the modules of the master plan focused on cleanliness, integrated pest control and chemical substance handling and management.
Grupo Nutresa delved into the analysis of risks associated with a possible consumer health problem related to direct supplies of the operations in Costa Rica and Chile.