supply chain - AWB Limited

itself. AWB’s annual grower survey, conducted by TQAResearch in 2004, found 86% of growers supported theSingle Desk system for bulk wheat exports.In a survey conducted by Rural Press, published in 2003,82% of growers said they supported the Single Desksystem. In another independent survey by the KondininGroup, published in 2004, 82% of growers said theysupported the principle of Single Desk marketing and78% supported the current arrangements for the exportof Australian wheat.IMPROVING SERVICE PERFORMANCEWith 2003-04 Pool equity of $4.9 billion, distributing theproceeds to growers is a complex task. AWB recognisesthat paying growers accurately and on-time for their AWBNational Pool deliveries is one of the most importantactivities it undertakes as the manager of the SingleDesk.AWB’s National Grower Service Centre, which helpsgrowers with their queries and marketing requirements,handled more than 86,000 calls during 2003-04, peakingat 800 a day during harvest. Over 96% of calls receivedby the Grower Service Centre were resolved in the initialtelephone call.To safeguard individual growers in their dealings withthe AWB National Pool, AWB has continued its complaintshandling process where a Grower Advocate canintervene to seek rapid and mutually beneficial solutionsin the event of a formal complaint by a grower. Thisprocess complies with the Australian Standard forcomplaints handling (AS 4269) and offers the option forgrowers to request intervention by the Grower Advocateif they feel their rights have not been observed.Historically, AWB’s performance in this area did notalways meet growers’ expectations. Accordingly, inrecent years AWB has invested significant resources toimprove its payments operations.AWB’s performance for the 2003–04 AWB Nationa l Poolexceeded the target of 99.5% of payments being madewithin seven days of rates being determined.David ChatawayGrower Services OfficerVARIETAL PAYGRADESBINNING LINES13.1%26.4%2.5%29.6%0.7%8.1%3.0%0.9%0.4%11.3%1.0%0.6%2.3%0.1%APHAHAUHAPWAPWTASWAGPFEEDASF1ASWNGUWFUWAPDRAGDR9.1%0.5%9.3%5.5%1.8%24.3%0.7%27.3%6.6%0.9%0.4%9.7%1.0%0.6%1.6%0.2%0.5%APH2HD1HD2AUH2APW1APW2APWTASW1AGP1FEEDSFT1ANW1GUW1FED2ADR1ADR2ADR3Golden Rewards improves product control for customers, pricing accuracy and market signals for growers.Without it, many specialty grades would be lost and grower returns would be reduced.25