Introduction
- Ingham's supplier needs to onboard to the SLM platform to be accredited and preferred suppliers. Suppliers may opt not to onboard for reasons below or Ingham's may also advise exemption for some suppliers.
- CSOs follow guidelines below to assist suppliers with refusal/removal queries.
Scope:
- All suppliers onboarded on the platform may contact customer support for assistance if they opt not to onboard or Ingham's advised them of their exemption.
- Ingham's may send communication to exempt suppliers at their discretion.
Maintenance: Quarterly
Owners:
- Robobai Customer Support Team / Lead
Instruction:
- Confirm the reason for refusal:
- Fee - refusing to pay the fee;
- Documentation - refusing to upload documents since they did not have to previously and refusing to provide information and/or details on the system due to confidentiality and security issues;
- Small scale supplier - refusing to onboard since they only supply on an ad-hoc basis;
- Not interested - refusing as they do not understand the process or think they do not need the system.
For initial refusals, acknowledge by saying “We understand that this is a change in business practice by Ingham's however, this new process is necessary to manage and mitigate the risk within the supply chain.”
Inform the supplier of the features and benefits by saying “Please note that moving forward, participating in this on-boarding and qualification process will be a business requirement for all wishing to start or continue supplying to Ingham's.”
The supplier will then advise their reason for the refusal. Please refer to canned responses for recommended rebuttals.
If the supplier still refuses, acknowledge their decision by saying: “We are leaving it up to you as a business to decide if you find the system beneficial for you. Should you decide to onboard and need assistance with the platform, please do not hesitate to let us know.”
Tag the reason for the refusal. Please refer to Standard Enquiries: Onboarding / Login issue
- Confirm the reason for removal:
- *Requesting to be taken off the list due to
- -Not a supplier to Ingham’s
- -Ingham's advised the supplier is exempted from SLM process.
If the supplier claim they don't have a business or not supplying to Ingham's, probe if it's permanent or temporary.
If temporary, proceed to inform features and benefits by saying “Please note that moving forward, participating in this on-boarding and qualification process will be a business requirement for all wishing to start or continue supplying to Ingham's.”
If the supplier states that they are not a supplier to Ingham’s, acknowledge it by saying: “We will remove you from the supplier list since you are no longer an active supplier of Ingham's. Our apologies for any inconvenience caused.”
----------and if--------The supplier or Ingham's advised that the supplier is exempted from SLM process,
Tag the reason for the refusal. Please refer to Standard Enquiries: Onboarding / Login issue
- Suppliers may or may not request to be removed off the system, but either way, they will need to be tagged so as to prevent future correspondences to be sent to them. Following actions should be taken:
- Proper tagging - this is for escalation and reporting purposes;
- Fill out the Refusal Form - fill out all the details in the form for automation purposes;
- Request for the supplier to be taken off the masterlist - notify your immediate supervisor