Common use of Supplier Performance Management Clause in Contracts

Supplier Performance Management. 11.1 CMU will continually monitor the successful suppliers’ performance for this framework during the contract period. As a minimum, CMU will use a supplier scorecard process which will monitor: • Volume of product supplied • Quantity of stock held • Number of complaints received in relation to number of orders received • Receipt of monthly MI by the required date and in the required format. 11.1.1 Each of these areas will be given a score on a monthly basis and these scores are used to obtain a quarterly score for the supplier. 11.1.2 Suppliers are required to score above a minimum score of 80% for each area. Suppliers' scores will be discussed in supplier review meetings which will be held on a regular basis throughout the term of the framework. 11.1.3 Further details on the supplier scorecard can be viewed in the Excel spreadsheet attached below. 2018_2019 SUPPLIER NAME 1 Allocated Volume 100,000 Q1 Q2 Q3 Q4 Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Target volume 8,333 8,333 8,333 8,333 8,333 8,333 8,333 8,333 8,333 8,333 8,333 8,333 Actual Volume Q total target volume 25,000 25,000 25,000 25,000 Q total actual volume - - - - 2 Innovation Comment Q1 Q2 Q3 Q4 3 Management Information Q1 Q2 Q3 Q4 Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Correct data received at the right time Score Score Q 0 0 0 0 4 Continuity of Supply 3 month stock figure 25,000 Product allocation 100,000 Q1 Q2 Q3 Q4 Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Stock level Above 3 month - 25,000 - 25,000 - 25,000 - 25,000 - 25,000 - 25,000 - 25,000 - 25,000 - 25,000 - 25,000 - 25,000 - 25,000 Score Score Q - - - - Stock out Score Score Q - - - - SUPPLIER NAME: SUPPLIER NAME 3) Stock out 25.5 0 77 Customer Satisfaction 4) Complaint about supplier received 27.5 0 83 TOTAL 0 300 Total score: Recommendation: NOT APPROVED 0% 3) Stock out 25.5 0 77 Customer Satisfaction 4) Complaint about supplier received 27.5 0 83 TOTAL 0 300 Total score: Recommendation: NOT APPROVED 0% 3) Stock out 25.5 0 77 Customer Satisfaction 4) Complaint about supplier received 27.5 0 83 TOTAL 0 300 Total score: Recommendation: NOT APPROVED 0% 3) Stock out 25.5 0 77 Customer Satisfaction 4) Complaint about supplier received 27.5 0 83 TOTAL 0 300 Total score: Recommendation: NOT APPROVED 0% ation Q1 0% Q2 0% Q3 0% Q4 0% Q1 Q2 Q3 Q4 Series1 0% 0% 0% 0% 0% SUPPLIER 1 SUPPLIER 2 SUPPLIER 3 SUPPLIER 4 Score 0% 0% 0% 0% 11.2 CMU will operate a Customer Complaints procedure and all customer complaints will be recorded. This procedure will assist CMU in monitoring supplier performance. Any such complaints will be taken up with the supplier and a resolution to the issue sought. 11.3 CMU will conduct review meetings with suppliers and expect successful Offerors to attend such meetings. 11.4 Individual Participating Authorities may set individual SLAs with successful Offerors to monitor supplier performance. 11.5 Successful Offerors are required to operate a customer complaints procedure and have an escalation process in place to deal with customer issues. Both the customer complaints procedure and escalation process must be provided upon request. 11.6 Successful Offerors are required to have a product recall procedure in place. The recall procedure must be provided upon request.