Key Stakeholders: Shareholders/ Customers and Consumers/ Government and Civil Society Sectors
As consumer safety and health are of utmost importance, Mitr Phol is committed to maintaining high standards and continuously improving production processes throughout the supply chain to ensure its products and services are of superior quality and safe for health when consumed appropriately. The Company has established clear and relevant policies as guidelines for every stage of the process, ensuring customers receive the highest-quality, safest products that meet diverse consumer needs. Mitr Phol also focuses on developing sales and communication channels to improve access, build strong relationships, and enhance customer loyalty, thereby expanding market reach and increasing sales, with online channels serving as a key driver. In addition, customer relationship management tools enable the Company to collect essential data for developing products and services that align with customer needs, while strengthening sustainable customer relationships and supporting long-term growth.
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Target
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Performance
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The sugar business's customer Net Promoter Score (NPS)
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82%
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88.44%
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Mitr Phol has a food quality and safety policy, supported by a dedicated quality assurance unit responsible for monitoring product quality and safety in line with international standards. This unit also conducts analyses and develops continuous improvement plans to ensure customer confidence and compliance with commitments. The Group has obtained various international certifications in product safety and quality, covering raw material management, production processes, and delivery. These include the Bonsucro Production Standard, *Forest Stewardship Council™ Chain of Custody (FSC™ CoC), Good Hygiene Practices (GHP), Hazard Analysis and Critical Control Point (HACCP), Food Safety System Certification 22000 (FSSC 22000), ISO 9001 Quality Management System, and HALAL.
In 2024, 100% of the Company’s sugar production was certified by independent agencies under internationally recognized food safety management system standards.
*Panel Plus Co., Ltd. has been certified for the forest management certification numbers SGSCH-FM/COC- 010474 license code FSC™ C125420, SGSHK-COC-470044 license code FSC™ C119407 and SGSHK-COC-470103 license code FSC™ C158975.
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2021*
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2022**
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2023**
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พ.ศ.2567**
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The percentage of the Company's production certified by an independent third party based on internationally recognized food safety management system standards
(%) |
100
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100
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100
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100
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*Data was collected from November 1 of the previous year - October 31st of that year.
**Data was collected from January 1st - December 31st of that year.
Quality and safety are Mitr Phol’s top priorities; therefore, the Company has established a systematic and rigorous recall procedure to be implemented whenever a product is found to pose risks to quality or consumer safety.
The “Recall of Non-Quality Products” operating guideline outlines clear steps to ensure the effective recall of any non-compliant or potentially unsafe product.
This process covers all stages, from raw materials, such as sugarcane and production chemicals, through manufacturing and storage, to final product delivery.
There were no product recalls in 2024.
Increasing consumer awareness of health and new scientific discoveries are among the factors driving Mitr Phol’s development of health and nutrition products. The Company has therefore adapted to evolving customer and consumer needs, seizing opportunities from the growing trend of healthy eating, while also supporting society in gaining greater access to healthier choices.
Mitr Phol Sugarcane Research Center Co., Ltd., a subsidiary of Mitr Phol Group, has been conducting research and development in sugarcane cultivation, sugar-related products and services, and the development of high-value products derived from byproducts of the sugarcane and sugar industry, to drive sustainable growth in the sector. Health product development is also one of the Company’s key missions, with research and development activities encompassing the following areas;
With a strong commitment to research and development, Mitr Phol Group has established a Research and Development Advisory Committee to oversee research plans on sugarcane, sugar, derivatives, and related products, as well as to explore new business opportunities for the Group. The Committee is also responsible for supervising the transfer of technology and knowledge gained from research to employees and relevant personnel, as well as fostering collaboration with national and international organizations, research institutes, and academic institutions. The aim is to ensure that investment in research and product development enhances the nutritional value of products while maintaining affordability and accessibility for consumers. Mitr Phol has continuously developed health products as follows;
Mitr Phol provides product information to support and promote consumer health and nutrition, while improving and developing new products that encourage healthy eating and address diverse consumer needs. The Company has developed processes and established health and nutrition guidelines known as the “Mitr Phol Health Star Rating” System. This system applies nutritional quality criteria based on announcements from the Food and Drug Administration (FDA), relevant laws, and international nutrition standards to define key indicators used in evaluating the nutritional profile of products, ensuring consistency and appropriateness for the Company’s business. The evaluation is conducted through a Nutrition Profiling System with the following steps;
In today’s rapidly changing business environment, organizations must adapt in order to survive and grow. Mitr Phol Group recognizes the importance of safeguarding its reputation and consistently building strong, long-term relationships with customers. To achieve this, the Group conducts annual customer satisfaction surveys to gather insights into customer needs and feedback, which serve as valuable input for planning and relationship development. In addition, Mitr Phol is committed to enhancing its service strategies through effective online channels. These not only enable fast and efficient communication but also help foster sustainable customer relationships, expand access to new target groups, and strengthen long-term customer satisfaction.
Quality and Food Safety Policy
