Shanghai, CN - Lighthouse award in Customer Centricity

The plant makes precise-nutrition kibble for cats and dogs in a Chinese pet-care market where owners now demand breed-, life-stage- and health-specific food and near-flawless service. Holding more than 400 active SKUs across 130-plus formulas, the site had to grow volume sharply while tightening quality and delivery, yet it ran on legacy systems built in 2010 and a dozen disconnected applications. It deployed a connected, data-driven operating model across the whole value chain: satellite-and-climate prediction of mycotoxins in incoming wheat, sensor-and-model control of the drying process, a generative-AI after-sales hub, an AI veterinary-diagnosis service, and a supply-chain control tower fusing ten-plus data sources. The shift moved sourcing, production and customer care from manual, experience-led decisions to predictive, closed-loop ones, improving customer satisfaction by 20% to the top ranking in its industry while cutting in-line defects by 70% and lowering energy use.