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Ever wondered how new ideas for dairy products make it to your local supermarket shelf, or how dairy companies get your chocolate milk to taste so perfect, the fruit yoghurt so delicious? How about new innovative ideas such as freshness indicators, where do they come from? What route does a dairy product take from the cow to the shelf? Unraveling the mystery was easy when touring MILCO factories, where we learned all about the process of product development.

Founded in 1971, National Food Products Company (NFPC), a small-scale dairy plant in the UAE, began operating under the brand name MILCO. The plant began operations with a total of 60 employees, and over the years grew tremendously. Initially, the company aimed to provide dairy products within the UAE, but then went on to penetrate new market segments. NFPC established the first dairy and fresh juice plant in the UAE, followed by the first UHT juice plant and the first 5-gallon water plant. Over the years, the company has grown consistently, making available new product developments people have come to recognize and love.

Any new product has to first go through the Research and Development department of the company. Marketing, management tell the R&D department what they want to go for, whether a local product or an international brand they’ve taken inspiration from. An examination of the market then takes place in order to see what is missing and needed, and then they come up with the idea for the new product.

In order to create the composition formula of the new product, research of its component elements is needed. The R&D department uses all possible research means, from the internet to suppliers and background experience, in order to assess healthy options, amounts of sugar or sugar substitute, availability of fresh ingredient supplies, taste trends and other factors. Armed with the above information, the product formula is developed. Some products are easy to make but some need lots of fine tuning.

Once a formula is in place, a panel of trained experts from the company is assembled, and the first tasting takes place. The experts can detect what is wrong, what is missing, or what needs to be improved. Once modifications are made, the researchers go back to the raw materials suppliers to change the ingredients according to the feedback given. The formula is again fine tuned, and is then ready to move on to the next step.

The next step is of course more tasting. This time, however, average consumers from different parts of the country and different nationalities participate. Blind tasting takes place, as does testing of physical characteristics and ingredients, and based on feedback, the R&D department determines whether the product is a go, or if it’s “back to the drawing board.”

The Quality Control department is involved in every step of this process, overseeing the process and making sure the new product conforms to the highest quality standards. ISO and HACCP procedures are conformed to closely, and when a product is found to be of lower quality standards, it is immediately discarded and modifications take place. The Quality department supervises every step of the process, with daily, weekly, and monthly forms filled out. High risk stages such as pasteurization, storage, the cold store and distribution are even more closely supervised.

An industrial trial of the product comes next. After the formula has been agreed upon, packaging is designed and labeling and pricing is agreed upon. Arrangements are made with the factory to begin producing an allocated number of the product in order to test how well it holds out under real working conditions. The industrial test determines what final modifications need to be made before the product can hit the shelves.

Once everything is in place, the product finally goes to production. At the factory, 150 people are needed to churn out the product. Everyone from supervisors, foremen, operators, helpers, and maintenance staff is involved in making sure the product reaches the consumer, and once the product is off the production line, a team of suppliers and distributors take over. The route new dairy products take from the drawing board to your home is obviously long and complicated, but with a company dedicated to its consumers, it’s every bit worth while.