Supplier Performance Feedback – Standard Operating Procedure

1) Purpose

To establish a standardized process for providing feedback to suppliers on their performance, with the aim of fostering continuous improvement and maintaining high standards in the procurement process within the pharmaceutical purchase department.

2) Scope

This SOP applies to all suppliers engaged with the pharmaceutical purchase department and covers the process of performance evaluation and feedback.

3) Responsibilities

Procurement Manager: Responsible for overseeing the supplier performance feedback process and ensuring it is conducted regularly.
Procurement Team: Responsible for collecting performance data, evaluating suppliers, and providing feedback.
Suppliers: Responsible for addressing feedback and making necessary improvements.

4) Procedure

4.1) Establishing Performance Criteria:
4.1.1) Define clear and measurable performance criteria for suppliers, such as quality, delivery times, pricing, and service levels.
4.1.2) Communicate these criteria to suppliers at the outset of the engagement.

4.2) Collecting Performance Data:
4.2.1) Gather data on supplier performance through various sources, including purchase orders, delivery records, quality control reports, and customer feedback.
4.2.2) Use standardized forms and templates to ensure consistency in data collection.

4.3) Evaluating Supplier Performance:
4.3.1) Analyze the collected data to assess supplier performance against the established criteria.
4.3.2) Use a scoring system or rating scale to quantify performance levels.
4.3.3) Identify areas of excellence and areas needing improvement.

4.4) Preparing Feedback Reports:
4.4.1) Compile the evaluation results into a comprehensive feedback report for each supplier.
4.4.2) Include specific examples and data to support the feedback provided.
4.4.3) Highlight both positive aspects and areas for improvement.

4.5) Providing Feedback to Suppliers:
4.5.1) Schedule regular feedback meetings with suppliers to discuss their performance reports.
4.5.2) Present the feedback in a constructive and collaborative manner, focusing on mutual goals and improvement.
4.5.3) Encourage suppliers to ask questions and provide their perspective on the feedback received.

4.6) Follow-Up Actions:
4.6.1) Work with suppliers to develop action plans for addressing areas needing improvement.
4.6.2) Set clear timelines and milestones for implementing corrective actions.
4.6.3) Monitor progress and provide ongoing support and guidance as needed.

4.7) Continuous Improvement:
4.7.1) Regularly review and update performance criteria to ensure they remain relevant and aligned with organizational goals.
4.7.2) Use feedback from suppliers to refine the evaluation process and improve the overall supplier relationship management.

4.8) Documentation and Record Keeping:
4.8.1) Maintain detailed records of performance evaluations, feedback reports, and follow-up actions.
4.8.2) Ensure documentation is complete, accurate, and readily available for audits and future reference.

5) Abbreviations, if any

• None

6) Documents, if any

• Performance Criteria Templates
• Data Collection Forms
• Feedback Reports
• Action Plans
• Follow-Up Records

7) Reference, if any

Regulatory Guidelines: FDA CFR Part 211, ISO 9001:2015
Industry Standards: Best practices in supplier performance management and feedback

8) SOP Version

Version 1.0