Driving Better Quality and Faster Complaint Resolution in Food Processing

ByDeepika Tiwari

Driving Better Quality and Faster Complaint Resolution in Food Processing

Client: Leading Food Processing Company Serving a Major QSR Brand 

Industry: Food Processing, QSR Supply Chain 

Use Case: Quality Assurance, Complaint Management, Compliance, Employee Training 

Background

India’s food processing industry is rapidly expanding due to initiatives like ‘Make in India’ and a growing trend in online food ordering. It currently contributes 35% to India’s total food market and ranks among the top five globally in production, consumption, exports, and expected growth. 

Yet around 75% of the sector remains unorganized, resulting in inconsistent standards, limited integration, and poor-quality control. One such leading food processing company partnered with Planet NEXTgen Technologies to overcome these challenges and prepare for scale by implementing UNITXPRO, a proprietary Total Unit Management System. 

The Challenges

The company needed to address four major roadblocks: 

  1. Lack of Integration and Clarity Across Units
  • Operations spanned multiple states with varied local regulations, making it difficult to implement uniform processes. 
  • Teams lacked clarity on task execution, ownership, and timelines—leading to inconsistent quality and administrative delays. 
  1. Manual Quality Assurance and Complaint Handling
  • Complaints were tracked in Excel with no centralization, leading to slow responses and limited analysis. 
  • Quality control was reactive, not preventive, and only recurring complaints were being addressed. 
  1. Workforce Skill Gaps and Lack of Training
  • Employees had varied educational backgrounds and no structured onboarding or training process. 
  • High learning curve and dependency on a few senior resources. 
  1. Complex Regulatory Compliance
  • Navigating India’s regulatory environment (FPO, PFA, Standards of Weights & Measures, etc.) was overwhelming. 
  • Over-reliance on senior staff for compliance created bottlenecks. 

The Solution: UNITXPRO Implementation

UNITXPRO provided a comprehensive solution across departments by: 

Standardizing Operations Across Units 

  • Yearly calendarization of activities aligned with company goals 
  • Task-based clarity on what, when, how, and who for every employee 
  • Seamless SOP compliance and cross-location coordination 

Real-Time Complaint Management 

  • Centralized complaint dashboard with instant updates, root cause tagging, and evidence tracking 
  • Built-in escalation matrix auto-notifies higher authorities for overdue cases 
  • Complaint trends tracked via real-time dashboards—supporting preventive quality assurance 

Employee Upskilling with Built-in L&D 

  • Access to e-learning videos, manuals, task-specific checklists, and performance reports 
  • WIDAQ (When In Doubt Ask a Question) enabled contextual support and faster learning 
  • Reduced onboarding time and enabled internal talent development for supervisors and managers 

Streamlined Compliance Handling 

  • Automated alerts for compliance tasks shared with relevant personnel 
  • Reduced dependency on senior staff by democratizing compliance knowledge 
  • Empowered teams to take proactive and timely action 

Final Thoughts: 

In a sector poised for explosive growth, UNITXPRO proved instrumental in transforming scattered operations into a disciplined, scalable system—driving better quality, faster complaint resolution, and workforce empowerment.