1.4. In the event of any enquiry regarding an order, the Supplier s Representative shall contact the order originator for clarification.

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1 Scope of Requirement 1. Orders 1.1. Orders will be placed via the Supplier s on-line system by appointed stationery co-ordinators by 16:00 next day delivery by 08:00. Each co-ordinator will represent a specific cost centre/s. These cost centres and delivery details will need to be held on file by the Supplier. Should access be changed or given to another co-ordinator, the Supplier will be asked to amend the file and add or delete names and access. Where products cannot be accessed (blocked items), approval shall be given by by the person who holds the authority of the Contract manager. If orders cannot be supplied, the Supplier shall provide an alternative product similar in quality at the same price or less The Supplier shall provide an electronic copy of the latest product catalogue within a month of its publication to each of the Bank s designated stationery coordinators plus 3 (three) hard copies for the Contracts Manager. The Supplier will provide these catalogues free of charge The Supplier will ensure the minimum quantities of any item available to order will be clearly indicated to the Bank, either by reference to pack size or individual units In the event of any enquiry regarding an order, the Supplier s Representative shall contact the order originator for clarification. 2. Quality 2.1. Products supplied by the Supplier will be of the highest quality, safe, and fit for the purpose intended. Any goods found to be faulty, damaged or in anyway defective, will be dealt with in accordance with the provisions of [free replacement of all products returned within 30 days] of the Contract The Supplier s Representative will work with the Bank s Representative to ensure where possible that environmentally friendly goods are offered to the Bank. 3. Delivery and Documents 3.1. Delivery shall be made to one specified delivery point in the Loading Bay at 1 Exchange Square, London, EC2A 2JN In order to avoid congestion of the Bank s loading bay, the Supplier will make deliveries to the premises before 08:00am each day.

2 3.3. Deliveries will be accepted by the Bank s security department, and will be checked for the correct number of items. No responsibility will be taken by the Bank s security department for any deliveries later found to be short. Acceptance by signature of a delivery by the Bank s security department will not constitute proof of delivery of all items All deliveries shall be accompanied by a detailed duplicate delivery note identifying the contents of each package/each order/each cost centre and requesters details. The Bank's Contracts Manager will retain a copy for his/her records Immediate notification shall be given by the Supplier to the Bank's Representative (by written confirmation) on the address contained within the contract, of any item that cannot be delivered on the expected delivery day with a valid reason In the event any of the items ordered are out of stock or discontinued, the Supplier shall contact the Banks customer and offer substitute items. Substitute items will be accepted on the understanding that no cost increase will be borne by the Bank for these items above the agreed Contract price of the original goods ordered All pallets used for the delivery of stationery items must be removed either same day or during the delivery by the Suppliers. All pallets belonging to the supplier not removed will be disposed of by the Bank and the Supplier will be charged the disposal cost. 4. Return Goods / Credit 4.1. In the event that any goods need to be returned, either due to being damaged, defective or because they were ordered incorrectly, the return will be directed to the suppliers customer service team by the Bank's stationery co-ordinators within 30 days of delivery date. The Suppliers will collect all returns from site within 7 days of the request be made and once received will raise a credit for the purchased amount The Bank s stationery co-ordinator will notify the Supplier s Representative of the product in question that needs to be returned and the reasons why such a return is being requested Once the goods to be returned have been identified, the Supplier will issue a collection credit note. Once the Supplier is in receipt of the goods and the collection note, the Supplier shall credit the original cost centre with the monetary value of the goods returned.

3 5. On-Line Ordering System 5.1. The on-line ordering system will need to encompass the following: the ability/facility to allow each stationery co-ordinator (approx throughout the Bank) to access the system with his/her own individual password; the ability to generate a unique order number for follow up reference purposes; the ability to give details of the products available and the minimum quantities in which they are sold along with the price per unit; a report management facility available on request, to allow the Bank's Contracts manager to select working reports on such things as usage, costs and trends; the ability for a stationery co-ordinator to set-up an order place on hold and be in a position to add to that order at any time before posting it to the system; The facilities for each co-ordinator to check the current spend value of all orders placed under his/her own cost centre The Supplier shall provide technical information and assistance with respect to the on-line ordering system by telephone during normal working hours The Supplier shall assist the Bank by providing training sessions to the Bank s stationery co-ordinators as and when required. 6. Account Management 6.1. The Suppliers shall provide a single dedicated Account Manager to manage all aspects of the account. This will include attending meetings at regular intervals as requested by the Bank The Suppliers performance will be measured by means of key performance indicators (KPI s) Response times, stock availability, competitive pricing, lead times, delivery service levels, accreditations and environmental policy will form part of the KPIs and shall be clearly documented within the contract and the Suppliers will report non conformances to the contract immediately or with 24 hours as appropriate All service issues or complaints must be dealt with immediately. The Suppliers shall not just respond to the immediate problem, but will also make sure that

4 remedial action is taken to prevent reoccurrence and then share the outcome of the investigations with the banks Contracts Manager. 7. Services 7.1. The Supplier shall execute its obligations under the Contract with reasonable skill, care and diligence in accordance with the particular requirements of each order The Bank reserves the right, by written notice to the Supplier to modify the scope of the Contract. Further, the Bank retains the right to change Contract Line items by giving 30 days notice in writing to the Supplier. Any alterations to the Contract Line prices arising from such modifications shall be agreed between the parties The Bank may at any time, by written notice given to the Supplier (or no less than 5 working days), make changes to one or more of the following: the method of transporting or packing; The place or schedule of delivery within the UK. 8. Reporting 8.1. A report facility must be available on request, to allow the Bank's Representative to select working reports on such things as General Reports including Requesters details (name and contact number), product description, product codes, usage, cost (unit and net), cost centres and project codes, contract versus non contract, date ordered, date delivered and product hierarchy description (such as toners, writing material, books/pads and filing/archiving etc) and spend breaks (< 30 or > 50 etc) Adhoc Reports including trends, environmental impact, list of stationery co-ordinators, 9. Special Items 9.1. There will be times when the Banks stationery co-ordinator may wish to purchase a particular Stationery item that is not available in the Suppliers catalogue; all reasonable requests should be responded to within 48 hours of the request being made stating if the Supplier is able to procure the product along with a competitive price.

5 10. Warranty The Suppliers warrants that all goods supplied under the contract will be new and unused unless stated otherwise at the time of order. The Suppliers further warrants that it will use reasonable endeavours to ensure that the goods supplied under this contract shall have no defect arising from design or materials. The contractor shall replace any defective item promptly upon request provided the Bank notifies the Contractor of any defective item within 30 days from the date of delivery In addition and thereafter the contractor shall use its reasonable endeavours to pass on to the Bank the benefits of any manufacturer warranty. 11. Key Performance Indicators The following sets out the service level standards including Key Performance Indicators (KPIs) against which EBRD will review the performance of the contract entered into and carried out by the Supplier The objective of these (KPIs) is for the Supplier to provide an efficient and proactive service to EBRD that will develop with EBRD s needs over the duration of the contract.

6 KEY PERFORMANCE INDICATORS TARGET PERFORMANCE MEASURE 1) Order 1) Block Items A pre-installed on line ordering system with only those items agreed with the Bank and to block un-authorised products agreed by the contracts manager. 2) Electronic On-line Catalogues to be the same as the hard copy at all time available only to super users System will un-able user to order for un-authorised product. Spot checks and feedback from super users 2) Delivery Note Receipt of delivery notes to be supplied with each delivery showing items delivered or to follow. Spot checks and user s feedback 3) Order fulfillment 3.1 Damaged goods in transit replaced within 24 hours of notification with the Suppliers 3.2 Defective goods or items ordered in error within 30 days notification 3.3 Warranty of catalogue items The Supplier will replace goods and deliver replacement the next working day The Supplier will credit EBRD Account and /or replace goods within 7 working days Warranty conditions apply. Standard & non-standard goods. 3.1, 3.2 & 3.3 Order not fulfilled (or credited) will be identified in the monthly management report submitted to the Bank by the Supplier. 4) Packaging Order to be packaged in protective boxes/ cartons labeled with full delivery address including; Spot checks and feedback from users requesters name, department, cost centre, quantity of parcels made up, order date, product code and description, quantity sent, quantity to follow and official order number, 5) Pricing Structure The Supplier will apply agreed pricing and discount, on stationery contracted list of products ordered for the duration of this contract as follows: In additional to the following discounts on: % on proprietary brands (as per pricing schedule and in line with Manufactured RRP) % on Own Brand products (as per pricing schedule, and in line with Manufactured RRP) Monthly reporting: The Supplier will send to EBRD Contracts Manager a core list of contract items This report should detail the % discount applied for each items ordered by the Bank by cost center and overall spend.

7 KEY PERFORMANCE INDICATORS TARGET PERFORMANCE MEASURE 6) Invoicing The Supplier will send 1 invoice as hard copy and 1 electronic excel format version (as per the SAP format provided by the Bank) Monthly invoice must be 100% accurate 7) Management Report and Performance analysis 7.1. Proforma Reports 7.2 Ad-hoc Analysis Reporting: The Supplier will produce monthly management information reports for EBRD at no extra cost. Report 1) Spend and usage analysis by items ordered (core and non-core) with prices discount where applicable by cost centre trends and frequency of usage Report 2) Stock availability (no. of lines averages, values) Report 3) Returns/ Collections/Replacements with reasons for returns, loss, delays, error etc ). The Supplier will provide ad-hoc reports as and when requested by EBRD by cost centre or consolidated cost centers. Report 1, 2, and 3 to be 100% accurate. Delivery no later than the 10 th working day of the following month or within 5 working days of request. Format as agreed with the Bank Reports to be delivered within 5 working days. 7.3 Review meeting Quarterly Performance review meeting. All reports together with the complaint reports should be available for the review meeting The Supplier to provide minutes of the meeting with action points Quarterly meeting to be organized with the Bank no later than the 15th days after the end of each quarters 8) Complaint from users The Supplier will send a monthly report to EBRD of complaints, how they were dealt with, and showing suggested improvements as the case may be. 100% complaints resolved with 5 working days. Monthly level of complaint to be less than 3 complaints per month