Jollibee + Veeva - Quality at Source Along the Supply Chain

This video provides an in-depth case study on Jollibee Foods Corporation (JFC) and their successful digital transformation of quality management processes using Veeva Vault QualityOne. Wally Mateo, Vice President & Head of Quality Management for JFC, details how the company adopted a strategic imperative of "quality at source" to ensure world-class food safety and quality across its exponentially growing global network of brands and stores. This transformation was necessitated by the rapid growth of the company and external pressures, such as the pandemic, which forced a rapid pivot from 80% walk-in customers to digital and delivery models, requiring robust, scalable technology infrastructure.

The core methodology centered on migrating all critical supply chain and quality management processes onto a unified technology platform. This migration was crucial for achieving greater visibility and connectivity across the vast Jollibee ecosystem. The selection of Veeva Vault QualityOne was timely, providing a platform capable of connecting the entire "Jolly world" and managing the complexity arising from the growing number of brands and store locations. The platform served as the foundation for a massive, enterprise-wide certification journey aimed at elevating the quality standards of all JFC vendors.

JFC mandated that all vendors embrace a world-class Quality Management System (QMS) and achieve third-party certification. This ambitious five-year initiative yielded dramatic results: the percentage of third-party QMS certified vendors soared from less than 20% to nearly 90% by the end of 2022. This achievement was driven by an enterprise-wide commitment to implementing an excellent food safety and quality culture. JFC positioned itself as a "seven-star" organization, aspiring to be considered a role model and world-class standard for the global industry. The success underscores the power of combining a clear strategic mandate ("quality at source") with unified, modern technology to enforce compliance, enhance visibility, and drive cultural change across a complex supply chain.

The speaker emphasizes that the best way to guarantee quality and food safety for customers is by ensuring that vendors champion and own quality from the initial source. This strategic shift required technology to be deeply embedded in all critical processes. The successful implementation of the QMS certification program not only streamlined operations but also positioned JFC as a global leader in quality management, demonstrating that significant regulatory and quality improvements are achievable across a large, diverse network through focused technological adoption and rigorous compliance standards.

Key Takeaways: • Quality at Source as a Strategic Imperative: The most effective way to ensure end-customer quality and safety is by making "quality at source" a non-negotiable strategic imperative, requiring vendors to champion and own quality management from the beginning of the supply chain. • Technology as an Enabler for Compliance: Technology platforms are essential for migrating critical supply chain and quality management processes, providing the necessary infrastructure to enforce compliance standards across a large, distributed network. • Unified Platform for Visibility: Utilizing a single, unified technology platform (like Veeva Vault QualityOne) is crucial for connecting the entire enterprise ecosystem, allowing for greater visibility and centralized management of quality data and processes as the organization grows exponentially. • Rapid Digital Pivot: External pressures (e.g., the COVID-19 pandemic forcing a shift from 80% walk-in business) can necessitate a rapid search for and implementation of technology solutions to ensure business continuity and operational resilience. • Mandatory Vendor Certification Journey: JFC successfully embarked on a five-year certification journey requiring all vendors to adopt a world-class Quality Management System (QMS) and achieve third-party certification, demonstrating a commitment to rigorous compliance standards. • Dramatic Compliance Improvement: The vendor certification initiative resulted in a massive increase in compliance, moving from less than 20% of vendors being third-party QMS certified to nearly 90% by the end of 2022. • Setting World-Class Standards: Companies should aim to position themselves as a "role model" or "seven-star" organization within their global industry, using high compliance standards and quality culture as a competitive differentiator. • Enterprise-Wide Effort for Culture Change: Achieving significant quality and compliance milestones requires an enterprise-wide effort, focusing not just on technology implementation but also on embedding an excellent food safety and quality culture throughout the organization. • Scalability and Network Growth: The need for a robust technology platform becomes paramount when the number of brands and the network of stores or operational sites are growing exponentially, as legacy systems cannot handle the increased complexity and data volume.

Tools/Resources Mentioned:

• Veeva Vault QualityOne: The specific technology platform utilized by Jollibee Foods Corporation to migrate and unify their critical supply chain and quality management processes.

Key Concepts:

• Quality at Source: A quality management philosophy where the responsibility for quality and compliance is placed at the earliest possible stage of production or supply chain, ensuring that defects or non-compliance issues are prevented rather than detected later.
• Third-Party Certified Vendors: Suppliers whose Quality Management Systems (QMS) have been audited and certified by an independent, accredited organization, confirming adherence to recognized international standards.
• World-Class Quality Management System (QMS): A comprehensive, documented system designed to ensure products and services consistently meet customer and regulatory requirements, often aligned with standards like ISO 9001 or GxP principles in regulated industries.

Examples/Case Studies:

• Jollibee Foods Corporation (JFC) Transformation: JFC successfully migrated critical supply chain and quality processes to Veeva Vault QualityOne to manage exponential growth and enforce "quality at source." This led to a five-year initiative that boosted third-party QMS certified vendors from under 20% to nearly 90%, establishing JFC as a global quality leader.