供应商关系与投诉管理.pdf

1、Supplier Relations and Complaint ManagementPresented by Sonal Singh,Sr FSQA Manager,AMI GroupMy Background Bachelors of Science from University of Florida-Food Science&Human Nutrition Currently working on Masters of Science in Food Safety from Michigan State University 20 years in the FSQA industry

2、14 years in food&beverage manufacturing(Tyson Foods,Kens Foods,White Claw Copacker,Snyders Lance)2.5 years auditing with certification bodies-SQF,Costco,GMP,Water Bottling,Dietary Supplements,Retailer supplier audits,etc.4 years working now at a travel food&beverage solutions company for airlines,ra

3、il lines,and cruise lines In my current role my main focus is supplier management and approval,managing customer complaints,and FSVP managementSupplier Approval Process&ManagementIntroduction call-meet the teamsQuestionnaire/Approval FormFood Safety Audit(GFSI/GMP)Letter of GuaranteeLiability Insura

4、nceCOAs/finished product testingDocumentationYou may require an audit as part of the approval process.Example:if the supplier is not GFSI certifiedOnsite Audit/VisitCollect documents as they expire(COI,Audit certificate)Ongoing COAsMonitoringImportance of establishing communication/relationship with

5、 your supplier.Consider annual performance reviews as necessary(on time delivery,incidents/complaints,etc.)Relations/Performance reviewsSupplier Approval Process&ManagementShare supplier performance with your internal teams/stakeholders:Sales Sourcing/Procurement ManagementImpact from internal teams

6、/stakeholdersInternal meetings for reporting:TownhallsFSQA monthly meetingsMonthly meeting with other departments such as Sales,Sourcing/Procurement,etc.Internal CommunicationComplaint ManagementEffective strategies for managing supplier-related issuesOffer a response template to ensure you get all