ITD EXTERNAL PROVIDER MANAGEMENT PROCEDURE
PURPOSE
To set out the process for the management of major external providers of goods and services to ITD
and to put steps in place to manage poor service delivery and acknowledge high levels of service
from external providers where present.
RESPONSIBILITY
Overall responsibility will rest with the Director of ITD or their delegate. Each external provider
under review will be allocated a Responsible Officer to manage the review process.
PROCEDURE
1.
At the beginning of the financial year a list of external providers who have delivered goods or
services to ITD over the past year will be extracted from the finance system. These will be
sorted in order from the highest to lowest spend.
2.
At the Management Team meeting this list will be reviewed and any external providers that are
absent from the list (ie recent or upcoming business which is not reflected in last year’s financial
activity which is considered to be substantial) are added to the list. The Management Team will
review the list and determine the following which will constitute the review schedule:
a. Which external providers should be subject to the review process
b. Who is the Responsible Officer who will conduct the review
c. How frequently reviews should be conducted with the external provider (ie annual,
semi-annual, quarterly)
3.
Responsible Officers will schedule each review by advising the external provider at least one
week in advance of the requirement to conduct a review. The agenda or topics to be discussed
should be provided to the external provider via email at the time of scheduling. The external
provider should be asked to submit any additional topics for discussion via email at least 48
hours prior to the meeting.
4.
At the review meeting the attached Supplier Review Form will be completed, the topics on the
agenda discussed and follow up actions and outstanding issues recorded. The Responsible
Officer will note either a satisfactory/ unsatisfactory rating for the supplier. The form will be
signed by the Responsible Officer and a copy emailed to key external provider contact.
5.
The Responsible Officer will then scan the form, publish to Sharepoint and update the master
schedule of reviews hosted on SharePoint.
The electronic version of this document is the latest version. It is the responsibility of the individual to ensure that any
paper material is the current version. Printed material is uncontrolled documentation.
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6.
The review would then be logged in RMS (Call type QMS, Application SR) as a record that the
review occurred in order to easily track the occurrence of reviews at Quality meetings
7.
The External Provider Reviews will be discussed at the monthly quality review meetings and any
with any unsatisfactory rating noted.
8.
Any external provider with two consecutive unsatisfactory ratings should be escalated to the
Director of ITD or their delegate by the Responsible Officer.
9.
The Director ITD or their delegate will monitor the master schedule to ensure that reviews are
occurring as per the schedule.
10. When major external provider issues are impacting service delivery the Responsible Officer (if
they are not a Head of section) can gain approval from their Head to increase the frequency of
review meetings with external providers. For each meeting the processes 3-5 above must still
be followed.
11. At the time of contract or service renewal the service review forms for the current year period
should be consulted to determine if the current external provider is to be invited into the new
tendering/ quotation process. If an external provider is to be excluded from future procurement
activities based on performance this should notified to the Financial Controller/Operations in
the Procurement Office.
DOCUMENTATION
Supplier Review Meeting Form (appended).
Annual Master Review Schedule (SharePoint- password protected)
RECORDS
Completed Supplier Review Processes Forms will be stored in Sharepoint The Annual review
Schedule will be stored in SharePoint.
PROCESS VERIFICATION
This process will be verified through:
-
Annual Internal Audit
-
External NSAI Audit as part of ISO 9001 certification review and processes
The electronic version of this document is the latest version. It is the responsibility of the individual to ensure that any
paper material is the current version. Printed material is uncontrolled documentation.
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REVISION HISTORY
Revision
No.
Date
Approved
by:
Details of Change
1
10 Feb
2014
Ian McKenzie
Initial Release
2
14 Mar
2015
Ian McKenzie
Added severity and date open since column to
review form
3
14 Jul 2015
Ian McKenzie
Text edits as a result of internal audit. Ordering of
spend from highest to lowest (p1) change of review
schedule to ‘master
schedule of review’
4
May 2016
Mgt Team
Finding from Internal Audit in May 2016 – Insert
Sharepoint links, Update Records section –
Reference RMS ZZAA6713
5
May 2017
Edel Gissane
Renamed to ‘External Providers Management
procedure’ to align with ISO 9001:2015 standard.
The electronic version of this document is the latest version. It is the responsibility of the individual to ensure that any
paper material is the current version. Printed material is uncontrolled documentation.
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EXTERNAL PROVIDER REVIEW: MEETING RECORD FORM
External Provider Name:
_____________________________
Date: ________________________
TOPICS TO COVER
Topic
Raised by (UL/ External Provider)
1.
2.
3.
4.
OUTSTANDING ISSUES
Issue
Severity
(H,M,L)
Date
first
raised
Person
Responsible for
Resolution
1.
2.
3.
4.
FOLLOW UP ACTIONS
Action
Person responsible
Due date
(if needed)
1.
2.
3.
4.
Review Outcome:
SATISFACTORY
________________________________________
Signed (Responsible Officer)
UNSATISFACTORY
_________________
Date
The electronic version of this document is the latest version. It is the responsibility of the individual to ensure that any
paper material is the current version. Printed material is uncontrolled documentation.
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________________________________________
Print Name
The electronic version of this document is the latest version. It is the responsibility of the individual to ensure that any
paper material is the current version. Printed material is uncontrolled documentation.
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