Page 48 - PPTL.QM.001 Iss 01 - ISO 9001 Quality Manual - Full [Unsigned]

Appendix X: Review of Requirements for Products and Services

GENERAL REQUIREMENTS FOR PRODUCTS AND SERVICES

CUSTOMER REQUIREMENTS

• Improve on Timely Deliveries and especially

Response to Urgent and Emergency Orders.

• Communication on Expiry Date of Products
especially those that are Short Dated.

• Communication on Out of Stock Items and

Confirmation on holding Back Orders.

• Timely Communication of Back to Stock Items and

advice on Pending Orders.

• Communication on Delays on Distribution and
Action being taken.

• Transport of Products at the Recommended
Temperature.

• Contact Person to respond to Customer Issues and
need to resolve them as they arise to Conclusion

Distributors, Hospitals, Pharmacies and within Timely Manner.

and Other Customers • Need to confirm that Customers have received their

Orders especially Upcountry Clients in Good Order

and Condition.

• Established Mechanism for support of handling

Short Expiry/Dead Stock at Customers.

• Timely Feedback on Returns and Process

Finalization (Credit Notes Generation)

• Maintain enough Stock Levels for Accounts that are

under PPTL.

• Flexible Payment Terms for Accounts that are under

PPTL.

• Communicate if Order will not be delivered for
Whatever Reason.

• Process Orders accurately.

• Address Issue of Cancelled Orders.

• The consignment needs to be accompanied by
Action Medeor International Certificate of Analysis for each batch of the product

Healthcare Limited that we are supplying.

• As above.

• The consignment requests need to be met on timely

manner.

• Stock take on the consignment stock need to be
The Agakhan Hospital – Dar es Salaam
done on a monthly basis and reconciliation with
their inventory system needs to be completed

immediately.