Can you tell us about the nature of Douglasdale Dairy’s supply chain?

RW: “As a general rule we like to be in control of our own destiny as much as possible. That means that we do not outsource many functions at all.

“One of our strengths is our distribution network. We deliver to our customers three times a week, and product quality is as important as customer service; it’s for that reason that we often deliver to customers outside of the delivery slots. It is a bit disruptive and costly doing these “special deliveries” as we call them but the long-term benefit of going the extra mile for our customers far outweighs the costs.

“We also have our own in-house workshop where all our vehicles are serviced. We send all our new vehicles to our regions and keep the older fleet close to our workshop in Johannesburg.

“However, no business is an island, and we need to work closely with our suppliers as we rely on them for many critical items. We have found that the most important aspect of ensuring an efficient supply chain is based on relationships and open communication rather than contracts and SLA’s. In many businesses more time is spent on fixing the blame rather than fixing the problem. At Douglasdale Dairy, we focus on fixing the problem and then look at ways to ensure it does not happen again.

“By being open and honest and treating our suppliers fairly we are able change the frame of reference from supplier to partner. By developing a partnership model where we assist our suppliers as best we can, they return the favour in turn.”