Appendix 5: Measurements and added costs
To ensure a stable supply of goods to the health regions, clear requirements are set for delivery precision and quality. Suppliers must document continuity of deliveries and keep the complaint rate to a minimum in order to maintain the agreed standard.
Target figures
The supplier must establish supply solutions that ensure satisfactory continuity in supply, taking into account variations in purchases.
The basis for measuring delivery accuracy is the contract product line, which is purchased regularly.
The supplier must maintain a delivery accuracy of 96 % complete order lines delivered on time, measured by month for deliveries to the health regions.
Measurements will be collected per hospital trust and per regional supply centre for packages/received order lines.
Basis
Delivery accuracy is measured in delayed order lines compared to the total number of order lines not arriving at the hospital trust or supply centre on the agreed delivery date.
The basis for measuring is the agreed lead time, as described in Appendix 1, Chapter 2, the purchase order and the date of the registered receipt.
The basis shall be applied insofar as the delay was not caused by events for which the customer is responsible or Force Majeure as defined in the contract regulating the purchase.
Report
The supplier shall have a duty to present purchase statistics per hospital trust and supply centre at the customer’s request
Special clauses for supply centres
The supply centre may present measurement data on behalf of its health region for follow-up of delivery accuracy vis-a-vis the suppliers.
A monthly report is forwarded to the supplier’s contact, containing information about delivery accuracy and delivery percentages, expressed as total order quantities.
The supplier will be asked to comment on the report within five (5) business days, to ensure that any omissions or errors are corrected and taken into account in the data.
Examples of omissions include agreed back orders and replacement orders, new products or significant changes in the estimated purchase volume.
The report is used as a basis for improvements between the customer and the supplier in their follow-up of the purchase agreement.
Target figures
The supplier must establish a quality system ensuring that defects and damage are avoided or minimised in deliveries to hospital trusts or supply centres.
The complaint percentage is measured as the quantity of purchased goods for which a complaint is made, and the product cannot be used as intended, divided by the total quantity of purchased goods per month.
The supplier must ensure that the complaint percentage does not exceed 0.5 % per month. Measurements must be collected for each hospital trust and for each regional supply centre.
Basis
A complaint shall be considered made if the purchased goods to not satisfy requirements upon receipt, as described in Appendix 4, Chapter 2. “Receipt of goods” and Chapter 3.1. “Non-conformities” and Appendix 2. “Physical requirements”.
Report
The supplier shall have a duty to present an overview of reported non-conformities per hospital trust and supply centre at the customer’s request.
Special clauses for supply centres
The supply centre may present measurement data on behalf of its health region for follow-up of complaint percentages vis-a-vis the suppliers.
This is agreed between the regional supply centres and the supplier.
A monthly report is presented to the supplier’s contact.
The supplier will be asked to comment on the report within five (5) business days, to ensure that any errors are corrected and taken into account in the data.
Non-conformity follow-up
The report is used as a basis for improvements between the customer and the supplier. If the non-conformity percentage exceeds 0.5 %, the supplier may be asked to present a detailed follow-up plan, including measures.
Additional hours
In case of documented added work relating to non-conformity processing (packaging of recalled goods, delivery errors, complaints, damaged goods for destruction, etc.) costs related to said added work may be charged by the hour.
If there are multiple pallets involved in the non-conformity, the supplier may be charged with warehouse storage at cost.
Destruction
If the supplier and a hospital trust or supply centre agree that the customer shall handle destruction of the goods, destruction costs shall be billed to the supplier.
The supplier may similarly be charged for destruction costs if the supplier fails to pick up the agreed goods within the ten (10) day time limit.
Pallet exchange
The supplier must cover all costs associated with the exchange of EUR pallets.
Destruction of non-approved pallets shall be invoiced.