With the customer in mind

Dairy Foods,  June, 1998  

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The dairy foods manufacturing industry is rapidly changing. For suppliers to remain competitive, they must change how they do business in order to meet customers' needs.

Today's suppliers are more proficient in product development, as such responsibilities shift down from the processor. And because consumer trends evolve at rapid speeds, processors must get new products to market within a short time frame. This translates to faster turnaround times for suppliers.

To accommodate such change, Universal Flavors, Fenton, Mo., has built a new pilot plant facility for rapid, efficient, and scientifically sound product development.

"The investment in the new technical facility and pilot lab is consistent with our strategy to provide our customers with unparalled technical expertise and application knowhow," says Dave Dutro, v.p. and g.m. "Universal Flavors' competitive edge and growth opportunities rest in our ability to provide high quality distinctive product offerings."

Patricia Driscoll, technical mgr., says, "The new pilot facility simulates our plant processing capabilities, enabling technologists to go from bench top to production smoothly. We also have the ability to perform extensive application research (i.e., pumpability, shelflife, etc.) so that we know the product will perform to the customers' expectations in their applications."

Universal Flavors is uniquely positioned because it now has pilot equipment to mimic its typical ingredient production process. This not only provides customers with confidence in the ingredient but, because Universal can produce smaller batches for samples, there's a cost-savings involved that is transferred to the customer.

Communicating technology

"The physical assets are just a small part of the equation," says Dutro. "I am, frankly, more excited about the talent pool assembled here in Fenton."

With more than 17 trained product developers, Universal Flavors' emphasis is on technology.

"The pilot plant facilitates technologist-to-technologist communications," says Driscoll.

Dutro adds, "We encourage our customers to come in and tour the facility, and if possible, work side-by-side with our people."

In fact, the facility, built by St. Louis-based Findett Engineering, was designed with the customer in mind. Universal Flavors invites its customers to "move in" during the development stage of a new product.

"The facility places the customer in a unique position to interact with all primary functions of our business units when visiting the facility for product development, formula modifications and marketing concepts," says Mitch Moran, dir. of sales.

The main bench lab area is surrounded by pilot equipment including HTST pasteurizers and continuous and batch freezers for the manufacture of ice cream mixes, frozen desserts, novelties, fluid dairy and cultured products. Universal Flavors has the ability to produce samples for consumer testing. The new facility even has its own sensory labs, complete with tasting booths and tables for panel discussions.

COPYRIGHT 1998 BNP Media
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