Monitor Supplier Performance

Transcription

1 How to Monitor Supplier Performance Supplier Approval Program

2 About This Program In the Supplier Approval Series, we will take you through all of the steps necessary to identify a supplier/manufacturer that is safe to use and that meets all of the needs of your operation. To create a complete supplier approval program, it is important to read through and follow all of the steps in this series by downloading the entire program. However, if you already have certain parts of a supplier approval program implemented, each component of the series can be downloaded separately. Please note that this series is intended as an introductory guideline. It is not meant to provide complete detail for regulatory compliance. The series will cover the following topics: 1. What Is a Supplier Approval Program? 2. How to Assess Ingredient Risk 3. What Is the Approval Process? 4. How to Monitor Supplier Performance 5. Implementing the Process In this fourth document, we ll discuss how to monitor your supplier s performance from sampling and testing to corrective actions to take. Finally, we ll look at how to monitor customer complaints and keep updated with regulatory notifications. 2

3 How to Monitor Supplier Performance Have you seen an increase in customer complaints about the freshness of your baked salmon? Or has your chef needed to cook the four-ounce salmon you receive from your supplier for longer than usual to reach a safe temperature? Once a supplier/manufacturer is chosen, it is important to monitor your supplier/manufacturer s performance in order to verify that they are providing you with safe, high-quality food. This infographic illustrates the differences between accepting fish that meets your operation s specifications for weight versus fish that does not. 4 oz. 15 min. Perfect! 3 oz. 15 min. Burnt! The following are some basic methods you can use to verify that your supplier/manufacturer is meeting your expectations and your customers expectations. 3

4 Sampling and Testing Sampling ingredients allows you to compare the ingredients your supplier/ manufacturer is providing to your operation with the parameters identified in your ingredient specifications. There are two ways to perform ingredient sampling: in-house ingredient sampling or an accredited third-party testing laboratory. In-house product sampling is ideal to use when verifying the physical parameters of an ingredient, such as weight, piece count, color, flavor, and texture. Which parameters to sample for are decided by your operation based upon what you consider critical. Use your ingredient specifications to identify acceptable ranges for the selected parameters. For example, the ingredient specification for a chicken patty will state the number of pieces that should be included in a case. When a delivery arrives at your operation, a trained employee should count them to make sure the number of pieces match the ingredient specification. It is also important to document the supplier/manufacturer, ingredient information, and results of your in-house product sampling. Using a tool that can track information and data, such as a spreadsheet, will help you keep track of the results of your testing as well as any trends that occur. To continue to strengthen your relationships with your suppliers/manufacturers, communicate your test results with them. This includes if the results are positive or negative. Make sure to provide details about the product, such as the name; lot code, date code, and/or product order number; and the method used to sample the products. 4

5 Sampling and Testing (cont.) An accredited third-party testing laboratory can be used to analyze a wide range of physical and chemical parameters of an ingredient. It can also test for the presence of biological pathogens, and other attributes that may make an ingredient unsafe. Not all third-party laboratories are the same, however. Make sure to choose a lab that can provide you with the assurance of accreditation and that has the capability of testing the specific ingredients that you need to have tested. Sending ingredients to a third-party laboratory does come at a cost, so work with your lab to determine which tests are critical to the safety and/or quality of your ingredients. Document and communicate the test results with your supplier/manufacturer. Preferred third party laboratories 5

6 Corrective Actions If your ingredient does not meet a critical parameter from either the sampling or testing process, then you should follow these steps: 1. Place the remaining product of the same lot on hold by removing it from inventory. Then label the item in a way that will prevent it from being placed back in inventory, such as Do Not Use and Do Not Discard. Then place it in a secure location. Inform staff not to use the item. 2. Contact your supplier to discuss the issue and work with them to provide the appropriate corrective action for the item. In most cases, one of the following corrective actions will be taken. Properly dispose of all items and request a credit and/or a replacement. Return the item to the supplier/manufacturer and request a credit and/or a replacement. Where appropriate, the item may be reconditioned into a different menu item. For example, if the size of a tomato is unacceptable for a tomato used in a salad, you may still use it to make a pasta sauce. However, if the gills on a fish are dull and gray, you should not use the fish as this may be a sign of a food safety issue. The ingredient is determined to be safe for use or consumption. 3. Ensure the appropriate action has been taken, document the results in writing, and keep careful records. 6

7 Monitor Customer Complaints Customer complaints provide key insights into whether your ingredients are meeting your customer s expectations as well as how your supplier/ manufacturer is performing. Each customer complaint should be documented and reviewed to ensure that appropriate follow-up is performed. Track the reason for each complaint, the supplier/manufacturer s name, the product information, and the investigation notes. This will make it easy for you to proactively identify a trend of poor supplier/manufacturer performance. For example, say that two customers in the past week found small pieces of hard plastic in the chicken salad sandwich they purchased. After placing the remaining product in your operation on hold, you investigated the complaints and determined that the plastic did not originate in your restaurant. After following up with the supplier/manufacturer, they established that the plastic came from broken production equipment. This one event may be critical enough to take corrective actions, such as suspending the supplier/manufacturer or purchasing the item from a new supplier/manufacturer. The corrective actions you take should be determined by the risk your operation is willing to accept. 7

8 Regulatory Notification Be aware that you can subscribe to alerts that notify users of supplier/ manufacturer regulatory compliance issues, such as recalls and withdrawal, FDA warning letters, import alerts, and USDA Notices of Intended Enforcement (NOIE). These are available to help you monitor your supplier/manufacturer s ability to produce a safe, high-quality ingredient. 8