supplier manual 2017 - fairway foodservice · fairway foodservice plc 1.1 preface / introduction...

1

SUPPLIER MANUAL

2017

www.fairwayfoodservice.com www.erudus.com

Supplier Manual

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CONTENTS

1. Fairway Foodservice plc

1.1 Preface / Introduction

1.2 Head Office Structure and Contacts

2. Depot Contact Information

3. Approved Supplier Status

3.1 Product Review / Selection

3.2. Price Review Process / Policy – FAIRWAY CONNECT

3.3 Warranties / Specifications

3.4 Product Ordering

3.5. Delivery

3.6 Minimum Acceptable Life for Frozen / Ambient Products.

3.7 Temperature

3.8 Case Packaging & Labelling

3.9 Quality

3.10 Statistical Data

3.11 Promotions

4. Trading Agreements - Examples

5. Fairway Brand

5.1 Specifications & Warranties

5.2 Packaging & Labelling

5.3 Quality Control / Laboratory Testing

6. Erudus ONE - Product Specification Database

7. CM North West Cold Store - Simonswood

7.1 Contact Details

7.2 Requirements from Suppliers

7.3 Orders

7.4 Customer Satisfaction

8. Fairway Image Library

8.1 Introduction

8.2 Homepage

8.3 Search Results

8.4 Product Details

8.5 Updating Product Details

Supplier Manual

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1. FAIRWAY FOODSERVICE PLC

1.1 Introduction

11 Cartwright Court

Bradley Business Park

Huddersfield

HD2 1GN

Fairway Foodservice plc is a network of independent food wholesalers, founded in 1984 and now comprising 18

member companies.

Together they form a distribution network actively servicing over 30,000 catering outlets each week, through 25

modern depots.

A fleet of temperature controlled vehicles ensures that all customers receive each delivery in proper condition

and in compliance with the latest food safety regulations.

Altogether, nearly 760 dedicated personnel are involved in the daily task of supplying caterers with over 4,000

product lines from 25 independent cold-stores, with a total capacity in excess of 2,500,000 cu. ft.

Quality Management Systems are enforced at Head Office with constant review and assessment to

ISO9001:2008 standard.

The following pages set out operating standards and trading terms and conditions which are expected of those

food manufacturers wishing to be listed as an Approved Supplier to Fairway Foodservice plc and its group

companies.

Failure to comply with these standards, procedures, terms and/or conditions could result in a manufacturer

being de-listed.

Supplier Manual

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1.2 Head Office Structure and Contacts

Telephone: 01422 319100

Fax: 01422 319130

Website: www.fairwayfoodservice.com

Chris Binge Chief Executive / Director

Telephone: 01422 319106

Mobile: 07720 149205

E-mail: [email protected]

Keith Hepton Purchasing Manager (Frozen)

Telephone: 01422 319103

Mobile: 07939 974170


Steve Jeavons Purchasing Director (Ambient, Chilled & Non Food)

Telephone: 01422 319109

Mobile: 07767 246691


Troy McKee Purchasing Manager (Ambient)

Telephone: 01422 319114

Mobile: 07908 379167


Graeme Horn Accountant

Telephone: 01422 319104


Cezary Chmiel Technical Manager

Telephone: 01422 319105

Mobile: 07718 999186


Richard Ellison Marketing Manager / Events Co-ordinator

Telephone 01422 319108

Mobile: 07766 697066


Tanya Moore Administration / CM North West Stock Liaison

Telephone 01422 319100


Rebecca Hirst Assistant Purchasing Manager

Telephone: 01422 319111

Mobile: 07939 118378


Registered Office: 11 Cartwright Court, Bradley Business Park, Huddersfield, HD2 1GN

Registered in England - Co. Registration Number 1818897

V.A.T. Registration Number - 365 2582 40.

Supplier Manual

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2. DEPOT CONTACT INFORMATION

A – Z CATERING Brother House

15A Cranford Way

London

N8 9DG

Telephone: 0208 342 5000

Fax: 0208 347 5627

Contacts: Stock Controller

E-mail

Direct telephone no:

Store/Warehouse Manager

E-mail


Purchase ledger controller

E-mail


Elif Ersoz

[email protected]

0208 342 5000

Ismet Ayrancioglu

0208 342 5000

Trevor Richman

[email protected]

0208 342 5000

Deliveries: To book in deliveries contact:

E-mail


Deliveries only accepted

between:

Maximum pallet height:

Maximum pallet weight:

CHEP Registration No:

Bell / Elif

[email protected]

0208 342 5000

Monday – Friday

8:00-17:00

N/A

N/A

0100160512

Any other restrictions /

comments:

N/A

Supplier Manual

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BRI-TON FINE FOODS LTD Rowhurst Industrial Estate

Chesterton

Newcastle

Staffs.

ST5 6BE

Telephone: 01782 561422

Fax: 01782 562432


E-mail



E-mail



E-mail


[email protected]

01782 561422

[email protected]

01782 561422

Sandra Bradbury

[email protected]

01782 561422


E-mail



between:




Administration Office

[email protected]

01782 561422

07.30 - 12.30 then 14.00 - 16.00

Monday to Friday

Unless by special arrangement

1.8 metres

800 kilograms

5000474471


comments:

Deliveries must be booked in at least 24 hours before arrival or

unloading may be delayed.

Supplier Manual

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CHARLES SAUNDERS LTD Albert Road

St. Philips

Bristol

BS2 0XS

Telephone: 0117 971 5454

Fax: 0117 971 0420


E-mail





E-mail


Darren Gaulton

[email protected]

0117 971 5454

Nick Smith

0117 971 5454

Yola Rozwalka

[email protected]

0117 971 5454



between




0117 971 5454

07.00 - 13.00 Monday to Friday

n/a

n/a

5000530921


comments:

Supplier Manual

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DENNIS EDWARDS

FOODSERVICE 13 Limberline Road

Hilsea Industrial Estate

Hilsea

Portsmouth

PO3 5JF

Telephone: 02392 673034

Fax: 02392 671721


E-mail



E-mail



E-mail


Lawson Edwards

[email protected]

02392 654796

Mrs Bim Edwards

[email protected]

02392 673034

Mr Jay Parker

[email protected]

No phone calls Registered Deaf



between




02392 673034


1.82 metres

1000 kilograms

5000497380


comments:

All goods must be palletised and delivered on rear opening vehicles

to suit raised loading bay.

All deliveries to be booked in prior to dispatch.

No Deliveries will be accepted after 14:00 Monday to Friday.

Delivery driver’s responsibility to bring goods to back for

unloading.

Supplier Manual

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EUROP FOODS All contact through Alicante:

Crta. Alicante

Valencia KM142

03570 Villajoysa

Alicante

Telephone: 0034 965 972 445

Fax: 0034 965 856 823


E-mail





E-mail


Javier Rodriguez

[email protected]

0034 965 972 445

German Garcia

0034 965 895 555

Javier Rodriguez

[email protected]

0034 965 972 445

Deliveries: Delivery address in the UK:

Maximum Pallet Height:


Taxi Fridge Coldstores

(Brixworth),

Old Harborough Road,

Brixworth,

Northampton,

NN6 9BX

2.00m

100203436


comments:

Address for sending invoices: Europ Foods Holding

Jerroms – The Exchange

Hasluck, Green Road,

Shirley

Solihull

B90 2EL

Invoice by email to ensure payments on time to

[email protected]

Supplier Manual

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FIRST CHOICE WHOLESALE

FOODS LTD. 4a Ryknild Trading Estate,

Derby Road,

Burton upon Trent,

DE14 1RZ

Telephone: 01283 531821

Fax: 01283 511920







Nick Grantham

01283 531821

Tony Byrne

01283 531821

Andrea Dennis

01283 531821



between




01283 531821 (Sandra Hughes)

08.00 – 16.00 Monday to Friday

n/a

n/a

n/a


comments:

Supplier Manual

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FOOD OPTIONS UK LTD 8 Oakbank Park Place

Oakbank Ind. Est.

Livingston

West Lothian

Telephone: 01506 430252

Fax: 01506 432075







Andy Codona

01506 430252

Andy Codona

01506 430252

Ailie

01506 430219



between




01506 430252

7.30am to 3.30pm (Mon-Fri)

n/a

n/a

5000706448


comments:

Supplier Manual

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HARLECH FOODSERVICE Food Park

Llanystumdwy

Criccieth

Gwynedd

LL52 OLJ

Telephone: 01766 810810

Fax: 01766 810862


E-mail


E-mail



E-mail


Ian Woodcock

[email protected]

Rob Williams/Gwil Jones

[email protected]

01766 812830

Emma Pritchard

[email protected]

01766 812818


Direct telephone no


between




Samantha/Lesley

01766 812800/01766 812852

08.00 – 15.00 Monday to Friday

08.00-12.00 noon Saturday

(summer)

n/a

n/a

5000505740


comments:

Refrigerated vehicles must not park overnight on premises

(Residential area)

Supplier Manual

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JMP FOODSERVICE LTD Birks Mill

Sedbergh

Cumbria

LA10 5HQ

Telephone: 015396 20296

Fax: 015396 21273


E-mail



E-mail



E-mail


Neil Ingham

[email protected]

015396 22625

Neil Ingham

[email protected]

015396 22625

Anne Benville

[email protected]

015396 22626



between




015396 20296


n/a

n/a

5000505739


comments:

Narrow access please ring from the end of the lane to check

access before delivering

Supplier Manual

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KING BROS. LTD Lady Lodge House

Orton Waterville

Peterborough

PE2 5HZ

Telephone: 01733 239445

Fax: 01733 370965


E-mail



E-mail


David Barton

[email protected]

01733 404604

Jenny Blessett

[email protected]

01733 239445



between




01733 239445

08.30-12.00, 13.00-16.30

Mon to Fri

1.7 metres

1000 kilograms

5000522080


comments:

Vehicles must not arrive before 8.30am.

Supplier Manual

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LA COLLETTE

FOODSERVICE La Rue Matthew Valpy

La Collette

St Helier

Jersey

JE2 3NX

Telephone: 01534 737999

Fax: 01534 618118


E-mail



E-mail



E-mail


Anne Hague

[email protected]

01534 737999

Anne Hague

[email protected]

01534 737999

Anne Hague

[email protected]

01534 737999


Direct telephone no

Delivery Address:


between




Bowman’s Haulage

02392 385544 / 01534 735158

Unit 7

Railway Triangle

Walton Road

Portsmouth

PO6 1TG


n/a

n/a

n/a


comments:

All consignments must be palletised.

Supplier Manual

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M.J. BAKER FOODSERVICE

Ltd. 21 Fairfax Road

Heathfield Industrial Estate

Newton Abbot

TQ12 6UD

Telephone: 01626837677

Fax: 01626836597


E-mail






Lee Haynes

[email protected]

01626 837664

Andy Gibbons

07976 456626

Charlotte Hughes

01626 837669


E-mail



between




Chantelle Saunders

[email protected]

01626 837661

07:30 – 14:30hrs Monday to

Friday

2 metres

1500 kilograms

5000528000


comments:

Supplier Manual

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MUSGRAVE

FOODSERVICES St Margaret’s Road

Ballymun

Dublin 11

Ireland

Telephone: 003531 8835333

Fax: 003531 8838306


E-mail



E-mail

Direct telephone no

Trading Office

E-mail

Direct telephone no.


E-mail


Finance Department

Gerry O’Connor

[email protected]

[email protected]

003531 8835263

Gerry O’Connor

[email protected]

003531 863832662

Stephen Brennan

[email protected]

003531 8835172

Amanda Mills / Frances Nolan

[email protected]

[email protected]

003531 4194238 or 4194276

Musgrave Wholesale Finance

ROI, Robinhood Ind Estate,

Clondalkin, Dublin 22, Ireland


E-mail

Direct telephone no


between




Hugh Hennessey

[email protected]

00353 866086383

7am to 2pm (Mon-Thurs) 1pm

(Friday).

5’ 10”

1,000 kilograms

100099183


comments:

Where possible mixed pallet deliveries should all be layered and

each separate product interleaved with a pallet or sheet of card to

allow easy pallet breakdown

Multiple pallet deliveries should all have the one product on the

one pallet, not spread over all pallets

Suppliers should book in all orders quoting their Musgrave

Purchase Order Number

All orders must have a Musgrave Purchase Order Number

Supplier Manual

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Proof of delivery (POD) must be submitted at time of invoicing

quoting

Q CATERING SUPPLIES 11 Styles Close

Eurolink East

Sittinbourne

Kent

ME 10 3BF

Telephone: 01795 425050

Fax: 01795 436756

Contacts: Ambient/Chilled Stock

Controller

E-mail

Frozen Stock Controller

E-mail


E-mail

Tom Stevens

[email protected]

Peter

[email protected]

Roger Snelling

[email protected]


E-mail



between




Admin

[email protected]

01795 425050

8:00am – 4:00pm

1.8 metres

1000 kilograms

100240766


comments:

Supplier Manual

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SAVOY CATERING

SUPPLIES Nelsons Yard

South Denes Road

Great Yarmouth

Norfolk

NR30 3PR

Telephone: 01493 855403

Fax: 01493 859815


E-mail



E-mail



E-mail


Kyriakos Kikis Ntjortjis (Kiki)

[email protected]

07801252958 01493 855403

James Ntjortjis

[email protected]

07843 260098 01493 855403

Kyriakos Kikis Ntjortjis

[email protected]

07801252958 01493 855403


E-mail

Direct telephone no


between




[email protected]

[email protected]

01493 855403

0800-1800

2 metres

1500 kilograms

n/a


comments:

Supplier Manual

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THOMSONS FOODSERVICE Units 2 & 3, Block 1,

Tinwald Downs Road,

Dumfries Enterprise Park,

Heathhall,

Dumfries,

DG1 3SJ

Telephone: 01387 250533

Fax: 01387 243759


E-mail



E-mail



E-mail


Michael Watt

…

01387 250533

Michael Watt

…

01387 250533

Michael Watt

…

01387 250533


E-mail

Direct telephone no


between




…

…

01387 250533

…

…

…

100290889


comments:

Supplier Manual

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TOTAL FOODSERVICE

SOLUTIONS LTD Green Lea Mills

Cross Green Road

Dalton

Huddersfield

HD5 9XX

Telephone: 01484 558500

Fax: 01484 435071


E-mail



E-mail



E-mail


Rory Kelly

[email protected]

01484 558500

Gary Hayward

[email protected]

01484 558500

See Clitheroe Info. ()


E-mail

Direct telephone no


between




Rory Kelly / Gary Hayward

[email protected]

[email protected]

01484 558500

7:30 - 13.30 Mon – Fri

Strictly no deliveries before

7:30am

1.8 metres (Inc Pallet)

1000 kilograms

5000479740


comments:

Delivery restrictions are mandatory due to local Bye Law

Supplier Manual

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TOTAL FOODSERVICE

SOLUTIONS LTD Ribble Valley Enterprise Park

North Road

Barrow

Clitheroe

BB7 9QZ

Telephone: 01254 828340

Fax: 01254 823996


E-mail



E-mail



E-mail


Wayne Lonsdale

[email protected]

01254 828342

Peter Kozlowski

[email protected]

01254 828344

Jackie Dawson

[email protected]

01254 828340


E-mail

Direct telephone no


between




Martin Wade

[email protected]

01254 828334

7:30 – 16:00 Mon - Thurs

7:30 – 15:00 Friday

1.8 metres (Inc Pallet)

1000 kilograms

5000484848


comments:

Supplier Manual

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TYNESIDE FOODSERVICE

LTD Patterson Street

Blaydon Haughs Industrial

Estate

Blaydon on Wear

Tyne & Wear

NE21 5SD

Telephone: 0191 414 6000

Fax: 0191 414 8120


Direct telephone no


Direct telephone no


Direct telephone no

Steve Johnson

0191 414 9404

Steve Johnson

0191 414 9404

Susan Elvin

0191 4146000


Direct telephone no


between




Steve Johnson

0191 414 9404


1.4 metres

1200 kilograms

n/a


comments:

Loading and despatching of own vehicles take precedence

Supplier Manual

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3. Approved Supplier Status.

Manufacturers seeking to secure national listing for the supply of relevant products to Members of

Fairway Foodservice plc should in the first instance contact the Purchasing Manager at Group Headquarters (1.2)

Proposals will then be considered fully before products which are considered suitable will be listed for inclusion

in the Product Review procedure as below.

Manufacturers who are already Approved Suppliers but are seeking to list new products will be subject to the

same procedure.

3.1 Meet the Member

There will be two Meet the Member events a year, February & September (two day events), held at Aston Villa

in Birmingham.

February meeting will determine new products to be launched in the Autumn/Winter price list usually launched

mid-July each year. There will also be a strong emphasis on ‘Deal of the Day’

September meeting will determine new products to be launched in the Spring / Summer price list usually

launched mid-January each year. There will also be a strong emphasis on ‘Deal of the Day’

The cost for suppliers is £1250 to attend Day One and £850 for Day Two.

An example copy of the application form for new and existing suppliers to attend is on page 25 - 26

At least seven days prior to the meeting, suppliers must submit a Product Sale Guide for each product that they

are showing at the event.

Product specifications must also be uploaded on to Erudus One system prior to the event.

Any inability to provide the information requested will result in that supplier being unable to demonstrate their

product portfolio at the event.

Following successful selection, new suppliers must complete a Trading Agreement with Fairway Foodservice plc

within 14 days. Such Agreement may be subject to Factory Audit (3.3).

New products selected will be included in launch material including pictorial leaflets and will also be featured as

new products in the next price list published. Launch dates confirming stock availability to Members will be

verified in writing and will normally be 8 -12 weeks after selection.

A launch promotion, (off invoice and Telesales), will also be agreed.

After selection, suppliers must visit each Member and present listed products to each sales team before launch

and agree a telesales ‘launch’ incentive with Fairway H.Q.

Supplier Manual

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******EXAMPLE******MEET THE MEMBER APPLICATION FORM******EXAMPLE******

Dear Supplier

I am writing to inform you that our next ‘Meet the Member’ will be held on DD/MM/YYYY at Villa Park Football

Ground, Birmingham.

The meeting will give you the opportunity to discuss:

a) Current business with the particular Member (if appropriate) or introduce your products/services to

potential new customers

b) Future strategies both National and Regional

c) New Products (maximum of 5) and Promotional opportunities

Each supplier will occupy a table in an ‘Exhibition Style format’. The 18 Fairway Members will individually spend

15 - 20 minutes with each supplier before moving on. Suppliers will be allowed to bring a maximum of 3 New

Products to showcase Members. You will also be required to have a ‘deal of the day’ i.e. a product promotional

offer for any orders/business placed by any Member on the day. This may be a volume order deal or a linked

promotion deal but it must be commercially attractive and have ‘universal’ appeal. The ‘deal of the day’

information will be relayed to members in advance but they will confirm orders with you on the day. There will

be no limits to the amount of products you can offer but all must be agreed with us prior to the meeting.

In 2016 we saw over £1.3m worth of business generated from our 2 Meet The Member days!

All proposals and samples will need to be sent into Fairway Head Office prior to this event. Suppliers can send as

many products as they wish and Fairway will narrow this down to a maximum of 3. New Products are desirable

but not essential. The deadline for proposals and samples is DD/MM/YYYY. Failure to fill in the application form

correctly or send in samples before the deadline will result in your application been rejected.

If you would like to be considered for this event, please fill in the form attached and email to Keith Hepton for

Frozen, Steve Jeavons for grocery and Richard Ellison. When the deadline has passed and all proposals

received, suppliers will then be selected to meet the 18 Fairway Members. Successful applicants will be notified

by invite around mid-January. The cost of the meeting is £1250. This includes lunch, accommodation (1

delegate, others can be requested) and an informal dinner (for up to 3 delegates) with members and the Fairway

Foodservice team. If you have any queries or require any clarification on the format of the meeting please do

not hesitate to contact Steve, Keith or Richard.

Regards,

The Fairway Foodservice Team

Supplier Manual

26

******EXAMPLE******MEET THE MEMBER APPLICATION FORM******EXAMPLE******

Supplier Manual

27

3.2 Price Review Process / Policy – FAIRWAY CONNECT

From April 2017, we will use a Web-based communication system for all COST PRICE CHANGES and

PROMOTION PROPOSALS called FAIRWAY CONNECT

Each supplier will be issued with a personal password to allow access to the Fairway Cost File for each supplier

listed products which will allow the supplier to edit product codes, product names, Bar Code numbers, add new

products, delete products, request cost price changes etc. i.e. the supplier will have full access to the Cost File

page for that Suppliers products and will be responsible for keeping the information current and correct.

When the supplier enters a product change – if it is a cost change or a Promotion proposal - a date field is also

completed and an “until date” may also be completed. The supplier completes the data change and an email is

then received by the responsible Fairway Buyer who will either open negotiations or simply accept the change

into the system at which point it is visible to all Fairway Members and upon the date entered becomes “live”.

A Supplier on line USER GUIDE is accessed using the link below;

http://help.fairwayfoodservice.com/docs/supplier/getting-started/ - a copy can be downloaded from this web

address.

For suppliers with products in different temperature categories there are separate and distinct files for each

product range defined by temperature.

Price Stability - clearly with Members printed price lists being active for a minimum of 6 months and sometimes

12 months’ price stability is important. Most Members will issue a price list in January/February and a minimum

period of price stability will be agreed with suppliers by each buyer but unless exceptional circumstances a

minimum period of 8 weeks’ notice for cost price changes is required.

There is a single pricing policy for all Fairway members regardless of geographic location, (Direct or via CM

North West)

3.3 Warranties / Specifications

All new branded suppliers must:

1) Provide accreditation certificates for manufacturing site on request

2) Complete Erudus ONE system (See section 6)

Where appropriate, it may be considered by Fairway H.Q. that a factory audit should be conducted by the

Fairway Technical Manager before the supplier/product is approved. In such instances, the cost of the audit will

be recharged to the supplier.

3.4 Product Ordering

Details of all new suppliers and / or product listings will be circulated to all Members following selection and

updated by Fairway H.Q.

All Members operate independently and will place orders for stock directly with suppliers or via XPO.

Suppliers must open individual credit account facilities with each Member

Member contacts for orders etc. are as detailed per schedule 2.2 of this manual.

Supplier Manual

28

3.5 Delivery

All products must satisfy the following basic standards:

• Safety

• Legality (including existing food safety legislation)

• Quality

• Contractual agreement

All deliveries will be monitored and evaluated using the following criteria:

• Minimum acceptable life

• Product temperature (frozen, chilled)

• Labelling

• Quality/damage

• Quantities relating to Purchase Order

• Mixed pallet conformity

• All deliveries must contain no more than 2 different batch codes per product.

Where product is rejected on delivery, or subsequently after delivery, it will be the suppliers or their nominated

carriers, responsibility to ensure that the product is uplifted.

Suppliers who repeatedly fail to deliver full orders to Members will incur penalty charges which will be accrued

throughout the current Trading Agreement. This information will be maintained by the Purchasing Manager of

Fairway Foodservice plc and renewal of Trading Agreements will be subject to satisfactory settlement of the

charges accrued.

3.5.1 Supplier Delivery Non Conformance

Supplier deliveries which fail to meet agreed criteria cause Fairway Members additional costs either

administration or operational.

The following charges are estimates of the Members costs.

These will be charged to suppliers failing to comply;

DELIVERY

Late arrival (correct day)* no penalty provided the Member is notified.

Non arrival £30 per product per pallet or part thereof.

STOCK

Short delivery of product £25 per product line.

Substitution of Fairway branded product £100 per product

with packer’s label or any packaging that

does not meet the agreed specification.

Quality rejection (temperature/

Product life/damage) £50 per product per pallet or part thereof.

Re-stacking of pallet £50 per product per pallet or part thereof.

*More than 2 hours later than “booking–in” time

These charges are subject to VAT and may be reviewed upon reasonable notice to the supplier.

The above charges shall not limit the Members other rights under this agreement or otherwise.

Supplier Manual

29

3.6 Minimum Acceptable Shelf Life for Products.

Each frozen product purchased by Fairway Members must have a minimum shelf life or residual 'BBE' life at time

of delivery of 9 months. On arrival at Members, the 'BBE' of each product will be crosschecked and product will

be rejected if the minimum acceptable life is not achieved.

Ambient Goods must have at least 75% of the total available Best Before life at the time of delivery.

Chilled Goods must have at least 85% of the total available Best Before / Use By date at the time of delivery.

All stock within Fairway Members' depot network is controlled on a FIFO basis (first in, first out). It is therefore

imperative that finished goods stock is rotated in a similar fashion prior to delivery into our network. Fairway

Members reserve the right to reject product delivered outside of strict date code rotation.

3.7 Temperature.

All frozen products must be delivered at -18ºC or less and will be subject to probing upon receipt.

All Chilled products must be delivered at +5ºC or less and will be subject to probing upon receipt.

Product failing to achieve the maximum temperature will be rejected.

Suppliers must ensure that product temperature is maintained at all times throughout the cold chain to the

point of delivery. Documentary evidence to prove this must be made available on request to appropriate

Members' personnel.

3.8 Packaging

3.8.1 Language Requirements

Product information on the packaging must be in English for UK and Ireland based members or

in Spanish for products supplied to Europ Foods in Spain.

3.8.2 Labelling

All products throughout the supply chain must be clearly marked, allowing for identification of:

• Product Name

•The size/volume of product e.g. 4 x 2.5kg

• Product code and description

• Barcode (GTIN)

• Use By or Best Before Date

• Production batch code

• Storage/handling requirements

• Any hazard warnings e.g. 'fragile'

• All relevant information required under UK/EU legislation with regards to labelling, ingredient, allergen

information and weight declarations.

All products must be packaged and labelled in accordance with the current edition of the British Frozen Food

Federation Packaging Guide for frozen products. An electronic copy is available from the following website link

http://bfff.co.uk/technical/guidance/

Boxed and any internal packaging must be of sufficient strength, and adequately sealed, to withstand the

stresses and pressures of the Foodservice storage and distribution operation.

Supplier Manual

30

Products supplied with inadequate packaging will be liable to rejection, and costs incurred by Members will be

forwarded to the vendor.

Frozen / chilled sample deliveries to Fairway Office must arrive by frozen / chilled courier. Any frozen / chilled

products delivered by ambient vehicles will be rejected.

3.9 Quality

On receipt, Members' personnel will check for damages and may also carry out product quality checks.

In order to minimise damage of product during storage and/or transit, suppliers must ensure that product is

properly stacked and wrapped.

Full attention must be given to the structure of the pallet on which the product is delivered and how multi

product pallets are presented for receipt. Pallets which are likely to contravene Health & Safety regulations may

be subject to rejection and returned without unloading.

Suppliers should also note that product quality checks can be undertaken both at point of receipt and within the

storage of the product prior to despatch to customers.

Fairway Members retain the right to reject product subsequent to initial acceptance into store.

All suppliers must comply with the Fairway Complaints Procedure as follows:

3.9.1 Fairway Product Complaint Procedure

Customer/consumer complaints involving products supplied by Fairway Approved Suppliers are constantly

monitored by Fairway Foodservice plc and Members.

This monitoring and analysis process is a requirement of the system and discipline imposed upon a company

registered for lSO 9001:2008.

Consequently, we have a clear understanding of the level of administration required to resolve such matters and

the true cost to Members and ourselves of such activities.

As a condition of being granted Approved Supplier status with Fairway Foodservice plc, suppliers are required to

subscribe to the following procedure for the administration of product complaints.

Upon receiving a complaint from a third party or discovering a product non-conformance through their own

internal control systems, Members will immediately issue a phone call, email or facsimile to notice the supplier

concerned.

The notice will include full details of the product and nature of the complaint as well as information on the third

party as appropriate.

The Member will at the same time submit a copy to Fairway Foodservice plc.

Each non-conformance or complaint will be categorized by Members as follows:

Class A - Major

Class B - Serious

Class C - Irregular

Class D - Regular

This information will be included in the notice raised by the Member to the Supplier.

Supplier Manual

31

FOR GUIDANCE ONLY the categories are defined as follows:

Class A - product/products found to contain a foreign material and/or is deemed serious by the Member or third

party, requiring careful handling of the situation and involving representation of the Member and/or the

Supplier and/or Fairway Foodservice plc.

Class B - product/products which have been incorrectly graded, of incorrect specification. Damaged during

process or of short weight etc. and requires representation by our Member in resolving the matter.

Class C - irregularity of product/products which requires no involvement by the Member other than simply

advising the Supplier of the matter.

Class D - low key product irregularity which requires the Member to simply advise the Supplier.

The above explanations are not finite

The amount of time required to process complaints such as these through to a satisfactory conclusion has been

determined as no less than :-

Class A – more than 3 man hours (excluding exceptional cases)

Class B – up to 3 man hours

Class C – up to 2 man hours

Class D – less than 1 man hour

Exceptional Cases are difficult to define - it may involve a customer with multiple outlets finding cause for

complaint which requires urgent withdrawal and/or replacement of all stock or a complaint which requires

extended representation by the Member or Fairway Foodservice plc.

All complaints or non-conformances will be subject to an Administration Charge from Members which will be

billed to the supplier concerned by the Member

The following scale of charges shall apply to the Administration Charge:

Class A – £30 (excluding exceptional cases)

Class B – £20

Class C – £10

Class D – Nil charge

Exceptional cases may be subject to additional costs which in all instances shall be subject to negotiation with

the supplier.

Any Complaint or Non-conformance which necessitates the involvement of staff at Fairway

Foodservice plc may be subject to the following surcharges which will be invoiced separately to the supplier by

Fairway Foodservice plc:

Class A – £45 (excluding exceptional cases)

Class B – £30

Class C – £25

Class D – Nil charge

Exceptional cases may be subject to additional costs which in all instances shall be subject to negotiation with

the supplier.

Suppliers must respond immediately as appropriate to each and every complaint. All correspondence must be

directed through the Member concerned with copies of all correspondence and responses being submitted to

Supplier Manual

32

Fairway Foodservice plc. Upon satisfactory conclusion of the complaint, the Member and/or Fairway

Foodservice plc will invoice the Supplier in accord with the scale of charges detailed above. In the event of a

delay or dispute, it may become necessary for any one item to be re-categorized and the invoice will therefore

be raised at the conclusion.

In such circumstances the Supplier will be advised in writing.

All invoices will be subject to payment by the 21st. day of the month following date of invoice.

In the event of payment not being received at the due date, the sum of all overdue amounts will be deducted by

Members from the next remittance by the Member to the Supplier.

This procedure and scale of charges is not intended to, nor, does not supersede the rights of the Members of

Fairway Foodservice plc to obtain recompense from Suppliers for the full cost to the Member of any product

which is the subject of any complaint or non-conformance.

3.10 Statistical Data

All suppliers must submit the following data to Fairway Foodservice plc no later than the

14th day of each month:-

Value of total sales £ to each Member and Group total -

For: previous month,

Year to date,

Previous year to date

Value of £ sales by product to each Member and Group total -


Year to date,


Number of cases sold by product to each Member and Group total -


Year to date,


Such data must be submitted in Microsoft excel format via e-mail to the Purchasing Manager and accountant at

Fairway Foodservice plc. (See 1.2)

3.11 Promotions

All our promotion dates relate to ‘Date of Order’. It is the supplier’s responsibility to advise if different to this.

All national promotions will be agreed with a minimum of three months’ notice prior to the effective date.

All deep cut, Off Invoice, discount promotion prices have a four week ‘Buying in period’, prior to the effective

date (Copy of 2017 promotional calendar on page 33).

We reserve the right for Members to charge a fine of £50 per incident for suppliers who consistently fail to

have the correct invoice cost price particularly for PROMOTIONAL OFFER PERIODS

Telesales promotions / incentives will be claimed retrospectively, normally two weeks after conclusion. All

relevant paperwork showing sales evidence will be forwarded to all suppliers from each individual member.

Supplier Manual

33

Month

January 28/11/16 - 27/01/17 02/01/17 - 27/01/17

February 02/01/17 - 24/02/17 30/01/17 - 24/02/17

March 30/01/17 - 31/03/17 27/02/17 - 31/03/17

MTM Event 07/03/17 - 08/03/17

April 03/03/17 - 28/04/17 03/04/17 - 28/04/17

Xmas Event 25/04/17

May 03/04/17 - 26/05/17 01/05/17 - 26/05/17

June 01/05/17 - 30/06/17 29/05/17 - 30/06/17

July 29/05/17 - 28/07/17 03/07/17 - 28/07/17

August 03/07/17 - 01/09/17 31/07/17 - 01/09/17

September 31/07/17 - 29/09/17 04/09/17 - 29/09/17

MTM Event 12/09/17 - 13/09/17

October 28/08/17 - 27/10/17 02/10/17 - 27/10/17

Christmas 02/10/17 - 29/12/17 30/10/17 - 29/12/17

Please note: We require additional deals on promotions for the Meet the Member Event in March and September.

October Promotions - Deadline for Submissions 03/07/17

Christmas - Deadline for Submissions TBC

Buying in Period Promotion Effective Period

Promotional Schedule 2017

Quarter 1 Promotions - Deadline for Submissions 3/10/17



Supplier Manual

34

***********EXAMPLE***********TRADING AGREEMENT**********EXAMPLE**********

TRADING AGREEMENT Between Fairway Foodservice plc and

(A FOOD MANUFACTURER LTD)

FAIRWAY SUPPLIER NO : PERIOD OF AGREEMENT : (Start date) – (Finish date) OVERRIDING DISCOUNT : ****% on all sales (To include all Members & Licensees) OVERRIDER PAYMENT : To be paid Quarterly MEMBERS' PAYMENT TERMS : 30th of month following delivery ADVERTISING & MARKETING ************************ BUDGET : to be used in the following areas: (Price lists, advertising and marketing activities etc.) PURCHASE SUMMARY : To be completed & emailed monthly to [email protected] PROMOTIONAL ACTIVITY : to include: (Deep Cut Promotions, Telesales Promotions and others as agreed). PACKAGING : (Fairway and / or manufacturer's brand) MINIMUM DELIVERY : ********************** SUPPLY : (Direct / via ND) BANK DETAILS: Address:………………………………………………………………………………………… …………………………………………………………………………………………………….. Post code:……………………… Account No:………………………………………….. Sort Code:……………………………. Bacs Details:……………………………………………………………………………………… We hereby consent to the terms and conditions contained within this agreement and acknowledge receipt of a copy of the Fairway Supplier Manual and confirm that we will comply in full with all procedures, conditions and criteria contained therein. Signed on behalf of............................................................ A FOOD MANUFACTURER LTD DATE............................... Signed on behalf of........................................................... FAIRWAY FOODSERVICE PLC DATE................................

Supplier Manual

35

***********EXAMPLE***********TRADING AGREEMENT**********EXAMPLE**********

MANUFACTURER : (A FOOD MANUFACTURER LTD) ADDRESS : ............................................................................................................ ............................................................................................................ ............................................................................................................ ............................................................................................................ ............................................................................................................ TELEPHONE : ............................................................................................................ FAX : ............................................................................................................ PRODUCT GROUP : (Meat, Fish, Poultry, Desserts etc) ACCOUNT MANAGER: Name ................................................................................ Telephone ................................................................................ Mobile ................................................................................ Fax ................................................................................ E-mail ................................................................................ SALES OFFICE : Contact ................................................................................. Telephone ................................................................................. Fax ................................................................................. e-mail ................................................................................. DISTRIBUTION : Contact ................................................................................. Telephone ................................................................................. Fax ................................................................................. e-mail ................................................................................. QUALITY CONTROL: Contact ................................................................................. Telephone ................................................................................. Fax ................................................................................. E-mail ................................................................................. EMERGENCY OOH (1): Contact ................................................................................. Telephone ................................................................................. Fax ................................................................................. E-mail ................................................................................. EMERGENCY OOH (2): Contact ................................................................................. Telephone ................................................................................. Fax ................................................................................. E-mail .................................................................................

Fairway Foodservice plc. TRAG02/02

Supplier Manual

36

5. Fairway Brand

Manufacturers seeking to supply products to be marketed under brands owned by Fairway Foodservice plc,

should in the first instance contact the Purchasing Manager at Group Headquarters (1.2)

Proposals will then be considered fully before products which are considered suitable will be listed for inclusion

in the Product Review procedure as detailed in this manual (3.1).

All products supplied under brands owned by Fairway Foodservice plc must comply in full with the requirements

detailed in Section 3 of this manual.

In addition, products supplied under brands owned by Fairway Foodservice plc will be subject to the following

conditions:

5.1 Specifications & Warranties

All own label suppliers must complete:

1) Upload product specifications on to Erudus ONE system

2) Submit relevant accreditation certificates and audit report for the manufacturing site

3) Sign Warranty statement

4) Sign GMO Declaration

5.1.1 Once the Fairway Product Specification is approved: -

No changes may be made to the raw materials/ingredients or any formulation of the product which

effects the appearance, organoleptic regimes, labelling, nutritional information, dietary information or any

other legal declaration without approval by Fairway Foodservice plc.

The manufacturing site of the product must not be changed without approval by Fairway

Foodservice plc.

No changes may be made to packaging of the product without approval by Fairway Foodservice plc.

5.1.2

Factories producing Fairway branded products must be manufactured at sites holding BRC or equivalent

accreditation at Foundation Level as a minimum.

Copies of all certificates must be provided to Fairway Foodservice plc.

All sites may be subject to factory audit which will be conducted by the Fairway Technical Manager before

the product is approved. In such instances, the cost of the audit will be recharged to the supplier.

5.1.3

Factories will be subject to regular review as considered appropriate and agreed at the initial audit. The cost of

all audits will be recharged to the supplier.

This may include, if considered pertinent, attendance at the initial production of the product.

Supplier Manual

37

5.2 Packaging & Labelling

All products supplied under brands owned by Fairway Foodservice plc must comply in full with the requirements

detailed in Section 3.8 of this manual.

For detailed information on packaging please refer to Fairway Packaging Guidelines.

All artwork for packaging for products supplied under Fairway brands must be submitted to Fairway for approval

prior to production.

5.3 Laboratory Testing

All Fairway branded products will be subject to regular testing for microbiological, chemical, and organoleptic

regimes as appropriate. This will be conducted on a product risk assessed basis.

Organoleptic tests will include reference checks for labelling, weight, cooking instructions etc.

Samples for testing will be drawn from depot stocks and recharged to the manufacturer.

To cover the cost of the tests, all suppliers will be charged the same rate of £100 per product plus 0.1% of

Turnover of Fairway brand at invoice value.

This will be an annual charge.

The charge will include:

� All microbiological/ chemical/physical/DNA laboratory tests.

� All specification, artwork, labelling checks.

� Troubleshooting.

� Site visits and first production runs.

� All QA assessments / organoleptic tests

The charge will not include:

� Complaint handling charges

� Laboratory sample charge – charged at cost

� Site audits where the site does not have BRC certification.

Testing will be conducted by a Fairway nominated third party UKAS accredited laboratory.

Test results will be analysed by Fairway Foodservice plc and may result in sales of a product being suspended,

quarantined or recalled.

Copies of all test results will be submitted to manufacturers as a routine.

6. Erudus ONE System

Erudus ONE is a product specification database used by Fairway Foodservice. We require all suppliers’

products to be entered onto the system. This is a requirement of Approved Supplier status and

product listings and must be completed and kept up to date. Failure to keep Erudus up to date will be

used as an indication of supplier performance and may result in products being de-listed.

You will be receiving a monthly email asking for data held on the system to be ‘confirmed’ as correct

and up to date. Please respond to this email in a prompt manner and update all specifications as

required. To sign up please contact Erudus ONE at [email protected] or call 0333 121 89 99

Software Supplied by

7. CM Northwest & Lancaster Coldstore 7.1. Contact Details

Operational Managing Director

Operations Manager

Mike Round CMNW Operations

Manager

01942 292176

07872 501485

[email protected]

Neil Smith LCS Operations

Manager

07393461012 [email protected]

CM North West Customer Services

Lyndsey Hurst Customer Service

Manager

01942 292174

07785464979

[email protected]

James Francis Stock and Admin

Manager

01942 292174

07801 340528

[email protected]

June Hampson Customer Service

Clerk

01942 292179 [email protected]

[email protected]

Gareth Francis Customer Service

Clerk


[email protected]

Ela Krzyzyk Customer Service

Clerk


[email protected]

Wendy Simpkin Customer Service

Clerk


[email protected]

Louise Holden Customer Service

Clerk


[email protected]

Katie Speight

Tuesday & Wednesday 01942 292177 [email protected]

Sophie Smith Monday, Thursday &

Friday


Mark Withington DFDS [email protected]

LCS Warehouse & Customer Services

Dave Winterburn

Warehouse

Manager

07787295062 [email protected]

Daniel Davies Bookings

Controller

0152464564-

310

[email protected].,uk

Paul Hickey

Stock Control 0152464564-

311

[email protected]

Phil Cowley Stock control 0152464564-

312

[email protected]

Mike Lythgoe Sites Director 01942 292171

07841 211068

[email protected]

Invoicing & Transport PODS

Vikki Holdsworth Finance Manager 0152464564-

308

[email protected]

Julie Greenall Invoicing 0152464564-

306

[email protected]

Julie Williams Transport Admin –

Invoicing & POD’s

01691

677465

[email protected]

7.2. Requirements from the Supplier:

Product Codes

TUC / Product Codes.

Description of Products including pack sizes

Number of Cases per layer.

Number of cases on a full pallet.

Please ensure that TUC / Product Codes are quoted on all paperwork (both goods in customer orders).

Please e-mail all the information detailed above for the attention of your nominated customer services

clerk at [email protected]

Goods In Bookings

Your supplier/haulier must phone, a minimum of 24 hours in advance, from Monday to Friday 8am -

5pm, on 0152464564 ext 310 or [email protected] to obtain a goods in booking slot.

Please ensure the following details are provided at the time of making the booking:

Supplier/Customer Name

Haulier Name

Number of Pallets being delivered in

Pallet type – blue, white, euro etc.

Any special instructions - temperature of goods, de-layering, de-stuffing, inversion ...

A unique reference number will be given to your supplier/haulier. When your haulier arrives on site

they must report to the stock office and quote the reference number.

7.3. Orders

All Orders must be emailed to [email protected]

Orders must be received on Day 1 for Day 3 basis, as the norm

All stock required for orders must be delivered to Lancaster Coldstore by 12:00 on Day 1 at the latest.

Orders sent via EDI will be automatically received on to CM Northwest’s Warehouse Management

System (WMS21)

Any problems with an order will be escalated to you by the Customer Service Team at CM Northwest,

Golborne.

Stock Queries

For all stock queries & checks please email [email protected] and

[email protected]

Collections

All Customer Collection requests must be e-mailed to [email protected] &

[email protected]

Collection Orders must be received on a Day 1 for Day 3 basis, as the norm and all stock required for

orders must be received by 12:00 Day 1 at the latest.

All the above requirements are in place to enable us to provide the very best service to all our

customers.

Unless previously agreed, if you have a request outside of the normal hours or processes please

contact your nominated customer services clerk or another member of the customer services team.

They will be only too willing to help.

7.4. Customer Satisfaction

The team at Cold Move are committed to providing GREAT SERVICE at all times. If at any time you feel

we have not provided this please do not hesitate to raise your concerns to our Management Team

(contact details are above)

Warehouse - Neil Smith

Stock and Customer Service - Martin Flynn / Lyndsey Hurst

Transport - Ian Woodward

Members Area User Guide -

Suppliers

Software Supplied by

5

Contents

1.0 Introduction

2.0 Supplier Image Library

2.1 Home Page

2.2 Search Results

2.3 Product Details


1. Introduction

The information detailed here is to assist you when using the Fairway Foodservice Members Area Website. If you have any

questions or require any further information, which is not covered in this document, please contact the Infotech 24 7 Design

Team on 01429 239 530 or via email at [email protected].

The Fairway Members Area is used by Fairway and its members and Infotech 24 7 as a focal point for all of the information

required to produce the Pricelists and Corporate Brochures.

The Members Area can be accessed by entering the URL below into the address bar on your Web browser.

http://library.fairwayfoodservice.com

When you enter this information, you will then be prompted for a Username and Password. Fairway Foodservice will issue this

information to you. If you have not received this, or have forgotten it, please contact Richard Ellison on 01422 319 100 or email

him at [email protected].

The login you have will give you editing rights to all of the images on the Image Library Website. You must ONLY update the

images that are relevant to your business and not any of the other images.

If you have any technical issues relating to the Image Library, please contact [email protected]

Please note

The product details shown on the screen shots in this document are for demonstration purposes only.

The screen shots were created using Apple Mac hardware and Firefox software, so the system viewed on a PC may appear

slightly different. There may also be slight differences depending on the browser you are using.

All the information displayed in the Members Area is strictly confidential and should not be divulged to any other party.

2 Supplier Image Library

2.1 Home Page

When you first login to the system the following page will be displayed (Image I). You can return to the Home page at any time

by clicking on the Fairway logo in the banner.

Image I – Home Page

This initial page contains a number of different icons, which are used by the Fairway Members, but the one needed by the

suppliers is the ‘Image Library’ icon. None of the other areas should be opened.

In order to update your images you will need to go the Image Library, which can be accessed by clicking on the ‘Image Library’

icon, which is the first icon on the first row.

When you click on this icon, you will enter the Image Library section and the page will be displayed as per Image II

Image II – Image Library

This is the page, which will form the basis for updating the image information. In order to bring up all of the images, which are

relevant to your company, select your supplier name from the ‘Categories’ section and click on the ‘Search’ button. To make

the search more specific you can also select whether the type of products you supply are Frozen Products or Grocery Products

by making a selection from the dropdown, in the ‘Search In’ section. By doing this the search will only search for items in this

section. Once you click on the search button the results will be displayed.

2.2 Search Results

The search results will be displayed as shown in Image III, all of these product images will be relevant to your company. The

products are displayed 15 to a page, with the total number of pages shown just above the images. The page you are on at any

time is highlighted in red. You can move to the other pages by clicking on the page number or the ‘Next’ link. If you hover your

mouse over the images it will show a larger version of the image (Image III). If any of the images detailed here are not your

images please contact Richard Ellison at Fairway Foodservice on 01422 319 100, or [email protected].

Image III – Search Results

2.3 Product Details

Once you have brought up all of your company’s images you will be in a position to start updating the image information. By

clicking on the image, all of the information relevant to that image will be displayed, consisting of the Main Image, Product

Name, Keywords, Main Category, Categories, Supplier Name and Barcode. (Image IV).

Image IV – Product Details


If any of the information detailed against a product is incorrect, you have the facility to update the information. At the foot of

the product information there is a link ‘Edit Image Details’ and if you click on this it will allow you to update the product

information. There are four updateable fields, Keywords, Product Name, Barcode, Description, and one fixed field, which are

the Supplier Name.

Keywords

This should contain all the possible words that the members would use to try to find the particular product.

Product Name

This is the name under which the product is known.

Barcode

The barcode for the product.

Product Description

This is a full description of the product, which can include any information, which is relevant to the product, for example pack

sizes or cooking information.

To update the information, click in the required field and make the changes. Once everything has been changed as required,

click on the ‘Save Details’ button and all the information will be saved.

Image IV – Updating Product Details

To complete the next search go through the same process as detailed above until all of your images have

been updated with the correct Keywords and descriptions.

Notes:

supplier manual 2017 - fairway foodservice · fairway foodservice plc 1.1 preface / introduction...

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