PQMP – Manual

Transcription

PQMP – Manual

PQMP – Manual
Pre-Freight Quality Management Program – Manual
Preamble
McDonald’s goes to great lengths to assure the quality and safety of products produced for our
restaurants, meeting our exacting standards and specifications.
Equally important is the inbound transportation of these products from supplier to the distribution
centers (DC) (also referred to as ´pre-freight´) and thereafter from the DCs to the restaurants. On
outbound side, meaning the so-called “secondary distribution” from DCs to the restaurants, the
Distribution Quality Management Process (DQMP) defines the standards McDonald’s expects to be
fulfilled by its distribution partners.
Analogous, the Pre-freight Quality Management Process (PQMP) aims to establish similar regulations
for inbound transportation of these products from supplier facilities to distribution centers (including
DC-DC, transport hubs, cross-dock operations and satellite warehouses): cold chain integrity, product
handling and product security are key concerns and critical measures in assuring product quality,
reaching our distribution centers, restaurants and ultimately our customers.
These transports basically may be performed by different parties, and all of these are covered by the
PQMP standards in order to avoid failure. Following two parties will be subject to the PQMP
regulations and will be specifically addressed further below:
•
•
Freight Managers organize pre-freight transports on behalf of McDonald’s, coordinating a
rd
network of 3 party hauliers or even operating transports with own equipment/drivers. That means
freight managers then act as hauliers, and hence the haulier standards mentioned in the PQMP
are applicable for them as well. Additionally, freight managers are expected to assure that all
relevant haulier standards are fulfilled by the hauliers they are using for transport purposes (see
also chapter 13).
Hauliers perform the physical transport of the products, receiving transport orders from a freight
manager, distributor, or directly from McDonald’s.
Both freight managers and hauliers are designated as “inbound transport service providers”. In
each paragraph it is shown at the beginning, whether the regulations are applicable to freight
managers or hauliers or both of them.
McDonald’s has developed standards for 13 specific topics and assigned dedicated quality system
requirements (expressed as McDonald’s expectations) for each of the standards. We are
implementing this Pre-freight Quality Management Process to:



Define global standards and the related quality system requirements for each standard.
Focus on critical components of the distribution network that impact “Quality Served” to the
customer.
Create objective vs. subjective measurement for these quality system requirements.
Version 1 Final 2014/05/20
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Index
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
13.
Management Commitment
Transport Equipment, Equipment related hygiene and food safety assurance (Material
Handling)
Personnel Hygiene Practices
Training and Education
Truck Security
Truck and Equipment Maintenance
Cold Chain Management and Conformance to Product Specification/ Food Safety
Continuous Improvement
Customer Service
Regulatory Compliance
Crisis Management and Contingency Planning
Insurance & Liability
Inspection Program – Third Party and Self
4
4
5
6
6
7
7
9
10
10
11
12
12
Overview
At McDonald’s quality and food safety are affected by all facets of the supply chain, from raw material
production to restaurant operations. Inbound transports are important links in the process of delivering
McDonald’s quality products to our restaurants via our distribution centers, and ultimately our
customers, on a consistent basis.
All transport service providers, handling McDonald’s products are responsible for maintaining the
integrity of the transport related part of the supply chain. In particular this is related to the cold chain
assuring food safety and quality, while maintaining product custody to assure product security.
While our transport service providers are self-managed in the assurance of safe food during inbound
transports, the establishment of global standards and expectations will assure consistency in how we
measure and monitor pre-freight performance.
Please note that documentation via web site or other electronic means is an acceptable alternative for
record keeping and meets McDonald’s standards for documentation.
To ensure consistency across the system, we expect all inbound transport service providers to comply
with McDonald’s Pre-freight Quality Management Process, referred to herein as PQMP. Further,
distribution facilities (including distribution centers, transport hubs, cross-dock operations, satellite
warehouses and all transport devices), are expected to communicate any discrepancies and/or
pending action plans to their local QA/Supply Chain point of contact.
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Pre-freight-Standards
Following chapters refer to inbound transport service providers and their transport equipment (trailers
and trucks)
1.
Management Commitment
1.1.
Standard
A quality policy for all inbound transport providers is documented and communicated to
appropriate levels of the organization.
Applicable to: Freight Managers, hauliers
1.2.
Expectations
a. Management demonstrates commitment to the quality process through the formal
documentation of a quality policy for the transport service. A quality policy may contain
but is not limited to activities related to receiving, storage, handling and transportation of
products, as well as food safety and quality. The quality policy shall be effectively
communicated to appropriate levels within the organization.
b. An organizational chart illustrates responsibilities at the inbound transport service
provider for compliance with the quality policy.
c. The effectiveness of the quality systems contained within the quality policy is measured,
documented and reviewed at least annually. Performance summaries shall be reviewed
by management not less than quarterly, with greater frequency encouraged.
d. The inbound transport service provider has a quality system designed to effectively
control the ínbound DC transport´ process by which finished products are transported.
This system is documented and available for review.
2.
Transport Equipment, Equipment related hygiene and food
safety assurance (Material Handling)
2.1.
Standard
Inbound transport service providers are to operate transport equipment appropriately sized
and maintained. The appropriate equipment, transport techniques and technology used as
well as an appropriate quality control is to assure product integrity during loading, transport
and unloading, while providing a safe work environment for its employees.
All equipment is to comply with the contents of international food safety standards. A
documented procedure to ensure proper hygiene practices preventing potential product
contamination is in place.
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Applicable to: Hauliers
2.2.
Expectations
a. Trucks and/or trailers which advertise in words or pictures for any of the following
industries and/or product groups may not be used for transports:
o Foodstuffs (market competitors of McDonald’s, Döner Kebab suppliers, etc.);
o Pet food;
o Pictures and/or texts, which display disparaging remarks to religion or politics or which
could be interpreted as ethically and morally offensive.
b. All trailers must be well-swept, free of dried residue (blood, earth, etc.), have a dry interior
and be free of odors, etc.
All reefer-trailers must be thoroughly cleaned and disinfected with appropriate, permitted
detergents regularly. Upon request, evidence of the cleaning of the respective individual
trailer (i.e. a confirmed cleaning plan/invoice, etc.) must be provided.
c. Reloading / trans-shipment is generally prohibited, in cases of emergency only after
individual approval by the contracting principle.
d. The following rules apply to all LTL transport orders explicitly placed, unless otherwise
explicitly agreed, between contracting principle and inbound transport service provider:
o No combinations with dangerous goods according ADR rules.
o No combinations with lubricants.
o No combinations with pharmaceutical products.
o No stacking of pallets.
o No unpacking of packed pallets or loose stowing of boxes.
e. Transport of hazardous goods/ADR:
ADR transports must be made in compliance with the subsequent provisions unless
explicitly agreed otherwise:
o The truck is equipped in accordance with ADR safety rules and any other applicable
provisions.
o The driver is trained and certified for transports of ADR goods and can provide at all
times legitimation of operating ADR transports
f. Transports requiring exchange of transport aid equipment, such as pallets, demand step
by step exchange operations in the countries belonging to the Pallet Pool.
Noncompliance caused by the inbound transport service provider requires appropriate
settlement by inbound transports service provider at his own costs.
3.
Personnel Hygiene Practices
3.1.
Standard
All personnel are to comply with the contents of international food safety standards. A
documented policy for employees to ensure proper hygiene practices preventing potential
product contamination is in place.
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3.2.
Expectations
a. Outward appearance of drivers must be fulfilled at all times such as:
o Clean and tidy
o T-shirt/shirt with at least ½ length sleeves and at least knee-length trousers, socks,
safety shoes; no bare chest.
o employees with illness or open cuts/lesions are restricted from coming in contact with
products packaged or unpackaged
o The observance of basic hygiene rules, e.g. thorough washing of hands with soap
after using sanitary installations, is obligatory.
o Acceptably clean hands and fingernails in general.
o Contagious diseases must be acknowledged in time to the contracting principle
Drivers must always observe generally acknowledged ón –site´ codes of conduct such
as, e.g.:
o eating/drinking only within the driver’s cabin;
o no smoking outside of the driver’s cabin;
o Use of the local sanitary installations.
4.
Training and Education
4.1.
Standard
The inbound transport service provider has to assure that the employees have the
knowledge to perform tasks to which they are assigned.
Applicable to: Freight Managers, Hauliers
4.2.
Expectations
a. Appropriate training with regard to the McD supply chain specifics are to be executed in
terms of but not limited to:
o hygiene ( personal & equipment)
o transport equipment handling
o handling of refrigerating units
o responsibility of ´safe in transport´
o supply chain partners ón-site ´ rule acceptance
o communication in general & in case of emergency in specific
5.
Truck Security
5.1.
Standard
The inbound transport service provider developed plans for preventing acts of intentional
product tampering, and procedures for a prompt effective response to criminal or terrorist
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activities. The cargo must be appropriately safeguarded at all times between loading and
unloading.
5.2.
Expectations
a. Truck security is adequate to ensure that only truck drivers or authorized personnel can
access the truck.
b. Trucks and trailers are to be locked at all times, use of trailer integrated locks, and or
steel clamps is mandatory.
6.
Truck and Equipment Maintenance
6.1.
Standard
The inbound transport service provider has a documented program for the maintenance of
the transport equipment such that compliance with cold chain management is never
compromised. This includes maintenance according manufacturer guidelines with regards to
regular ´goods vehicle test certificates ´
6.2.
Expectations
a. A regular maintenance program for refrigeration units according manufactures
maintenance guidelines and any temperature recording devices within the trucks exists
and is effective. This includes an emergency action plan for failure, emergency after
hours contact list and procedures for maintaining product integrity within the temperature
zone requirements in the event of failure.
b. The appropriate service documentation of equipment maintenance is available on
request.
c. The trucks and over-the-road equipment project a positive image, consistent with
McDonald’s restaurants, are well maintained and clean.
7.
Cold Chain Management and Conformance to Product
Specification/ Food Safety
7.1.
Standard
The inbound transport service provider guarantees operations according to local
McDonalds HACCP guidelines with all obligations defined to ensure:
o cold chain integrity for all products from the time of receipt at the supplier, until
delivery to the distribution center.
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o
products are transported in a way that excludes cold chain abuse and the introduction
of any potential hazards.
7.2.
Expectations
a. McDonald’s food products are adequately protected within the trucks, from the supplier to
the individual distribution centers as well inter DC transports, with supporting
documentation to demonstrate compliance with required temperature zone (chart
recording device or temperature print-out verification as an example).
b. Reefer-trailers must be pre-cooled to the required transport temperature. The pre-cooling
process must be documented by means of a temperature recorder and evidence of its
execution must be provided either immediately on site or within 24 hours upon request.
c. Drivers are obliged to take temperature probes with a calibrated core thermometer or
infrared thermometer of the cargo prior to loading.
Product specific rejection temperatures & methodologies of taking temperatures are
referenced in the local HACCP.
Temperature probes must be made from at least three different pallets: the first near the
cooling unit, the second in the middle of the loading space and the third near the rear
doors.
The results of each temperature reading must be noted on the delivery note, on the
transport document note or on a special temperature protocol. If the note is missing, a
temperature reading is deemed not to have been executed.
Pallets which deviate from stipulated temperatures may not be transported. The
contracting principle is to be informed without undue delay awaiting further instructions.
d. Temperature recordings must be made for all temperature controlled transports. Upon
arrival at the unloading point, it must be possible in respect of each transport to provide a
documentation of the recorded transport temperatures for the entire transport.
e. Trailer compartments are equipped with continuous temperature recording devices that
automatically record unit air temperatures.
f. Cold chain integrity of transport temperature is monitored during transport, via automatic
continuous temperature recording devices. Print out of transport temperature
documentation is to be provided to goods in management on request. Records must be
kept on file as required by local regulation but minimum for a period of at least one year.
g. Inbound transport service providers will conduct a process review for any and all failures
to temperature standards as part of continuous improvement of this standard. Where
applicable, root cause analysis is conducted and processes changed to reduce risk of
failure against requirements.
h. All reefer-trailers must:
o show valid FRC proof on the trailer (Europe)
o be approved by an accredited certifying body for transports of temperature controlled
food transports according to local rules
o be equipped with a digital temperature recorder
o all trailer installed temperature sensors are to be calibrated annually by an accredited
agency. Digital temperature device accuracy is expected to be + or – 0.5 degrees C or
1.0 degrees F / calibration certificates are to be provided on request.
o Multi-temperature trailers are capable of maintaining air temperatures for frozen
goods and for refrigerated goods according local market McDonalds HACCP
guidelines
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Moveable bulkheads are to be used for product temperature segregation in single
compartment trailers if one of the consignments is described as ámbient´
o Separate compartment evaporators and a moveable bulkhead ( no flexible solutions
such as rubber mats etc. are allowed) are mandatory for any combination of
temperature controlled products
o be equipped with at least three load securing bars;
o be lockable, i.e. be equipped with at least one integrated lock, preferably also with a
steel clamp, and be suitable for sealing by means of bolts and metal band;
i. According to the Commission Regulation (EC) No 37/2005 of 12 January 2005 on the
monitoring of temperatures by means of transport, warehousing and storage of quickfrozen foodstuffs intended for human consumption, all electronic and analogous data
records (temperature records), must be clearly allocable to each respective transport, and
must be on file as required by local regulation but minimum for a period of at least one
year. Upon request, such transport related data must be provided within 24 hours.
j. Dry / ambient goods transports with tilt/curtain-side trailers:
The curtain-side must be leak-proof and:
o be equipped with at least three lashing straps and three securing boards;
o be suitable for sealing, i.e. customs seal cord (TIR cord) is compulsory;
o
8.
Continuous Improvement
8.1.
Standard
The inbound transport service provider has a documented program in place that establishes
protocol and measurement systems for continuous improvement. The program is reviewed
with management on quarterly basis as part of the performance review process.
8.2.
Expectation
a. The inbound transport service provider has procedures in place describing methods by
which corrective actions are implemented resulting in continuous improvement.
Deficiencies may be identified via distribution centre complaints, operational or quality
records, audit results or other external indicators. Deficiencies once identified, are
subjected to root cause analysis in an effort to understand short comings in the system
and more effectively develop corrective action plans.
b. All corrective actions are documented and integrated into the inbound transport service
providers quality systems procedures.
c. Continuous improvement initiatives are summarized regularly and to be subject to
reviews with the contracting principle.
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9.
Customer Service
9.1.
Standard
The inbound transport service provider has a documented customer service program for the
efficient handling, communication and resolution of transport, product quality and service
complaints.
9.2.
Expectations:
a. Following service features are mandatory:
o on duty services 24/7/365
o written communication in general
o instant and proactive information regarding:
 on time delivery
 loading issues
o claims
o avis / goods in planning
10.
Regulatory Compliance
10.1.
Standard
The inbound transport service provider is in compliance will all applicable government
regulations regarding transportation for the location in which they are located and to those
locations that they transport products. Further, the inbound transport service providers have
signed McDonald’s standard Business Relationship Letter and Confidentiality Agreement
and are compliant to McDonald’s Code of Conduct regulations.
10.2.
Expectation
a. The inbound transport service provider is in compliance with local, state, federal (or local
equivalent) regulations that govern this facility.
b. Procedures are in place to ensure the inbound transport service provider is aware of and
fully addresses any new regulations and changes to existing regulations affecting his prefreight operations.
c. If for whatever reason, a sample(s) of product is taken by government officials or other
official agencies, the inbound transport service provider has to assure proper
documentation / confirmation on transport accompanying documents by sample claiming
authorities. Simultaneously instant communication with / information to the contracting
principle must take place immediately.
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d. Both the inbound transport service provider as well as McDonald’s have copies of the
Business Relationship Letter and the Confidentiality Agreement available, bilateral signed
by both parties.
e. The inbound transport service provider is compliant with McDonald’s Code of Conduct.
This is related, but not limited to: applicable law, a safe, clean workplace, fair terms of
employment, i.e. working hours & compensation, no forced labour, no physical
punishment, no under aged workers, no discrimination.
11.
Crisis Management and Contingency Planning
11.1.
General Standard
The inbound transport service provider guarantees on duty services 24/7/365
11.2.
Communication in case of crisis or contingency
11.2.1. Standard
All business operated on behalf of the contracting principle is to be commented neutral, this
includes but is not limited to transport service related documentation and all kind of
communication related to operations and the relationship to the contracting principle. The
inbound transport service provider must have a documented crisis management and
communication plan. All contact information must be current and a process shall be in place
to test the effectiveness of the plan. In the event of any crisis impacting the brand of
McDonald’s directly or indirectly any communication is allowed only via the contracting
principle.
11.2.2. Expectations
a. Inbound transport service provider has identified and documented an internal team
qualified and trained to effectively manage a potential crisis. The plan identifies a
person(s) to lead the effort and an appointed spokesperson that works with the
contracted principle management team
b. The crisis management and communication plan is documented and includes an up-todate emergency contact.
c. The inbound transport service provider have a process for effective crisis management
and communication
d. The inbound transport service provider has a process for testing the effectiveness of the
crisis management and communication process, at least annually. Please note that
evidence of the process via documentation (electronic or otherwise) satisfies this
expectation.
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11.3.
Operations in case of crisis or contingency
11.3.1. Standard
The inbound transport service provider has a documented contingency plan in place to
ensure that an alternative back-up program exists in the event of disruption to the inbound
transport operations from interruptions such as natural disasters, labour strikes, fire, shut
down of the transport by authorities, loss of energy source, etc. The plans objective is to
assure the supply of products to McDonald’s in all instances of business interruption.
11.3.2. Expectation:
a. Assured supply is also related to the operational responsibility of the inbound transport
service provider. The inbound transport service provider has the obligation to take any
action necessary to assure supply in the event of an announced contingency case related
to the services agreed between the contracting principle and the inbound transport
service provider
b. For any contingency solution and back up program the contents of this PQPM apply at all
times
c. Any contingency solutions , back up programs caused as a result of the inbound transport
service providers operational interruption are at cost of the inbound transport service
provider solely.
12.
Insurance & Liability
12.1.
Standard
The availability of adequate haulier liability insurance, covering national and / or
transnational transports, being subject to the provisions of the Convention on the Contract
for the International Carriage of Goods by Road (CMR), are mandatory. Evidence has to be
provided on request at all times. The liability in relation to the contracting principle is
determined by the local law. Thus, in case of loss of or damages to goods, the legal general
liability amount shall be deemed to apply. For transnational transports the liability in relation
to the contracting principle is determined by the CMR, which is to include a minimum
coverage of 100 TEUR.
13.
Inspection Program – Third Party and Self
13.1.
Standard
The inbound transport service provider develops and maintains a documented program of
internal audits, designed to validate the effectiveness of pre-freight operations. He also
Page 12
participates at audits conducted by third parties on behalf of McDonald’s. All topics outlined
above are to be subject to such an audit system without exception.
13.2.
Expectations
a. The inbound transport service provider has an effective self-inspection program in place
that closely aligns to the key standards and expectations defined in this document. Selfinspection reviews the elements of PQMP on a routine frequency, at least semi-annually.
The self-inspection must be documented appropriately and being available for inspection
by the PQMP auditor.
b. The inbound transport service provider will participate at McDonald’s independent third
party audit program as defined by McDonald’s at McDonald´s costs.
c. Inbound Transport Service Providers have to be assessed by external audit companies
on behalf of McDonald’s every second year.
d. It is the responsibility of the freight manager to secure that all engaged hauliers come up
to the PQMP standards. Therefore the freight manager is expected to conduct audits on a
random sample basis annually according the McDonald´s approved industrial standard of
`lot size/sample size` methodology ( see Appendix A) .
List of abbreviations
Abbreviation
LTL
ADR
FRC
TIR
QA
HACCP
Definition
Less Than Full Truck Load
Accord européen relatif au transport international des marchandises
Dangereuses par Route /'
The European Agreement concerning the International Carriage of
Dangerous Goods by Road'
Class C mechanically refrigerated equipment with heavy insulation
Definition of ATP :Agreement on the international carriage of perishable
foodstuff and on the special equipment to be used for such carriage
Transports Internationaux Routiers
Quality Assurance
Hazardous Analysis Critical Control Point
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APPENDIX A
Lot Size = no. of hauliers
Sample Size
% sampled
/suppliers
1-8
2
100 - 25
9 - 15
3
33 – 20
16 - 25
5
31 – 20
26 - 50
8
31 - 16
51 - 90
13
26 – 14
91 - 150
20
22 - 13
Sample Size 1 refers to actual numbers needed according to the plan above if each
market is considered one lot.
Page 14

PQMP – Manual

Transcription

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