putting the customer first helping ensure food safety is on ......putting the customer first –...
TRANSCRIPT
![Page 1: Putting the customer first helping ensure food safety is on ......Putting the customer first – helping ensure food safety is on the menu Chris Hewins Food and Beverage Team, MPI](https://reader034.vdocuments.us/reader034/viewer/2022043004/5f88a64279bea070372ef84d/html5/thumbnails/1.jpg)
www.mpi.govt.nz • 1www.mpi.govt.nz
Putting the customer first –
helping ensure food safety is on the menu
Chris Hewins
Food and Beverage Team, MPI
![Page 2: Putting the customer first helping ensure food safety is on ......Putting the customer first – helping ensure food safety is on the menu Chris Hewins Food and Beverage Team, MPI](https://reader034.vdocuments.us/reader034/viewer/2022043004/5f88a64279bea070372ef84d/html5/thumbnails/2.jpg)
www.mpi.govt.nz • 2
Outline
• Business cultures
• Background to moving forward
• Changing the way we do business
• Developing relevant tools
![Page 3: Putting the customer first helping ensure food safety is on ......Putting the customer first – helping ensure food safety is on the menu Chris Hewins Food and Beverage Team, MPI](https://reader034.vdocuments.us/reader034/viewer/2022043004/5f88a64279bea070372ef84d/html5/thumbnails/3.jpg)
www.mpi.govt.nz • 3
Food safety culture
![Page 4: Putting the customer first helping ensure food safety is on ......Putting the customer first – helping ensure food safety is on the menu Chris Hewins Food and Beverage Team, MPI](https://reader034.vdocuments.us/reader034/viewer/2022043004/5f88a64279bea070372ef84d/html5/thumbnails/4.jpg)
www.mpi.govt.nz • 4
Risk ranking businesses
Higher risk
Lower risk
![Page 5: Putting the customer first helping ensure food safety is on ......Putting the customer first – helping ensure food safety is on the menu Chris Hewins Food and Beverage Team, MPI](https://reader034.vdocuments.us/reader034/viewer/2022043004/5f88a64279bea070372ef84d/html5/thumbnails/5.jpg)
www.mpi.govt.nz • 5
Implementing new rules
![Page 6: Putting the customer first helping ensure food safety is on ......Putting the customer first – helping ensure food safety is on the menu Chris Hewins Food and Beverage Team, MPI](https://reader034.vdocuments.us/reader034/viewer/2022043004/5f88a64279bea070372ef84d/html5/thumbnails/6.jpg)
www.mpi.govt.nz • 6
NZ – lots of small businesses
From MBIE small business fact sheet
![Page 7: Putting the customer first helping ensure food safety is on ......Putting the customer first – helping ensure food safety is on the menu Chris Hewins Food and Beverage Team, MPI](https://reader034.vdocuments.us/reader034/viewer/2022043004/5f88a64279bea070372ef84d/html5/thumbnails/7.jpg)
www.mpi.govt.nz • 7
![Page 8: Putting the customer first helping ensure food safety is on ......Putting the customer first – helping ensure food safety is on the menu Chris Hewins Food and Beverage Team, MPI](https://reader034.vdocuments.us/reader034/viewer/2022043004/5f88a64279bea070372ef84d/html5/thumbnails/8.jpg)
www.mpi.govt.nz • 8
What regulators think food businesses should think 24/7
• Everyone here understands the hazards and risks associated with
our food
• We all know why managing the risks is important
• We are able to effectively manage these risks
• We can show you what we do every day to manage risks and deal
with the unexpected
• Our customers
come first
![Page 9: Putting the customer first helping ensure food safety is on ......Putting the customer first – helping ensure food safety is on the menu Chris Hewins Food and Beverage Team, MPI](https://reader034.vdocuments.us/reader034/viewer/2022043004/5f88a64279bea070372ef84d/html5/thumbnails/9.jpg)
www.mpi.govt.nz • 9
The reality of small business
![Page 10: Putting the customer first helping ensure food safety is on ......Putting the customer first – helping ensure food safety is on the menu Chris Hewins Food and Beverage Team, MPI](https://reader034.vdocuments.us/reader034/viewer/2022043004/5f88a64279bea070372ef84d/html5/thumbnails/10.jpg)
www.mpi.govt.nz • 10
What small food businesses think about
• need more customers….make monthly lease payment…. Why
haven’t the chilled foods arrived?….sous-chef just phoned-in
sick….pay staff ….pay the IRD/GST….pick children up from
school….apply for liquor license….plan new menu….make safe
food…. keep customers happy….train new kitchen hand…. What
do those new health and safety laws mean?….fill-in temperature
records….chase-up laundry….deal with social media post….fix
chiller door handle…. take cat to vet....
license the car…
![Page 11: Putting the customer first helping ensure food safety is on ......Putting the customer first – helping ensure food safety is on the menu Chris Hewins Food and Beverage Team, MPI](https://reader034.vdocuments.us/reader034/viewer/2022043004/5f88a64279bea070372ef84d/html5/thumbnails/11.jpg)
www.mpi.govt.nz • 11
Realities of putting the customer first
![Page 12: Putting the customer first helping ensure food safety is on ......Putting the customer first – helping ensure food safety is on the menu Chris Hewins Food and Beverage Team, MPI](https://reader034.vdocuments.us/reader034/viewer/2022043004/5f88a64279bea070372ef84d/html5/thumbnails/12.jpg)
www.mpi.govt.nz • 12
Engage and develop
![Page 13: Putting the customer first helping ensure food safety is on ......Putting the customer first – helping ensure food safety is on the menu Chris Hewins Food and Beverage Team, MPI](https://reader034.vdocuments.us/reader034/viewer/2022043004/5f88a64279bea070372ef84d/html5/thumbnails/13.jpg)
www.mpi.govt.nz • 13
new
![Page 14: Putting the customer first helping ensure food safety is on ......Putting the customer first – helping ensure food safety is on the menu Chris Hewins Food and Beverage Team, MPI](https://reader034.vdocuments.us/reader034/viewer/2022043004/5f88a64279bea070372ef84d/html5/thumbnails/14.jpg)
www.mpi.govt.nz • 14
Unhappy customers
![Page 15: Putting the customer first helping ensure food safety is on ......Putting the customer first – helping ensure food safety is on the menu Chris Hewins Food and Beverage Team, MPI](https://reader034.vdocuments.us/reader034/viewer/2022043004/5f88a64279bea070372ef84d/html5/thumbnails/15.jpg)
www.mpi.govt.nz • 15
Learning together
![Page 16: Putting the customer first helping ensure food safety is on ......Putting the customer first – helping ensure food safety is on the menu Chris Hewins Food and Beverage Team, MPI](https://reader034.vdocuments.us/reader034/viewer/2022043004/5f88a64279bea070372ef84d/html5/thumbnails/16.jpg)
www.mpi.govt.nz • 16
Result
![Page 17: Putting the customer first helping ensure food safety is on ......Putting the customer first – helping ensure food safety is on the menu Chris Hewins Food and Beverage Team, MPI](https://reader034.vdocuments.us/reader034/viewer/2022043004/5f88a64279bea070372ef84d/html5/thumbnails/17.jpg)
www.mpi.govt.nz • 17
New ideas
![Page 18: Putting the customer first helping ensure food safety is on ......Putting the customer first – helping ensure food safety is on the menu Chris Hewins Food and Beverage Team, MPI](https://reader034.vdocuments.us/reader034/viewer/2022043004/5f88a64279bea070372ef84d/html5/thumbnails/18.jpg)
www.mpi.govt.nz • 18
Customer focus
• Take time to listen to customers
• Create the best solutions – but don’t sweat the detail
• Create a customer culture - look for new needs
• Develop new solutions – manage customer experience
• Deeper insight into customers – rewards people
• Keep learning and refining
![Page 20: Putting the customer first helping ensure food safety is on ......Putting the customer first – helping ensure food safety is on the menu Chris Hewins Food and Beverage Team, MPI](https://reader034.vdocuments.us/reader034/viewer/2022043004/5f88a64279bea070372ef84d/html5/thumbnails/20.jpg)
www.mpi.govt.nz • 20
Posters
![Page 21: Putting the customer first helping ensure food safety is on ......Putting the customer first – helping ensure food safety is on the menu Chris Hewins Food and Beverage Team, MPI](https://reader034.vdocuments.us/reader034/viewer/2022043004/5f88a64279bea070372ef84d/html5/thumbnails/21.jpg)
www.mpi.govt.nz • 21
Templates
![Page 22: Putting the customer first helping ensure food safety is on ......Putting the customer first – helping ensure food safety is on the menu Chris Hewins Food and Beverage Team, MPI](https://reader034.vdocuments.us/reader034/viewer/2022043004/5f88a64279bea070372ef84d/html5/thumbnails/22.jpg)
www.mpi.govt.nz • 22
Simply safe and suitable
![Page 23: Putting the customer first helping ensure food safety is on ......Putting the customer first – helping ensure food safety is on the menu Chris Hewins Food and Beverage Team, MPI](https://reader034.vdocuments.us/reader034/viewer/2022043004/5f88a64279bea070372ef84d/html5/thumbnails/23.jpg)
www.mpi.govt.nz • 23
Translations
Food control plan templates
• English
• Chinese (simplified and traditional)
• Korean
• Thai
• Hindi
• Khmer/Cambodian
• Vietnamese
![Page 24: Putting the customer first helping ensure food safety is on ......Putting the customer first – helping ensure food safety is on the menu Chris Hewins Food and Beverage Team, MPI](https://reader034.vdocuments.us/reader034/viewer/2022043004/5f88a64279bea070372ef84d/html5/thumbnails/24.jpg)
www.mpi.govt.nz • 24
National Programme Guidance