Implement

Set Standard Operating Procedures: Institutions, Management Companies, and Vendors

This stage guides institutions in the creation and implementation of standard operating procedures (SOPs) for developing and maintaining relationships with management companies and values-based vendors.
  • Public & Private
  • FSMC & Self-Operated
Implement: 

Set SOPs between Institution and Values-Based Vendor

Institutions with self-operated food service directly engage with prospective vendors (including distributors, aggregators, food hubs, and producers that seek to sell to the institution) and approved vendors throughout the implementation of a values-based procurement program. SOPs for growing relationships with prospective vendors and managing relationships with current vendors document standardized processes for both parties. SOPs should be marked by the date of creation or revision to contribute to institutional memory and create a clear record of practices and changes. 

SOPs Between Institution & Prospective Values-Based Vendor

Model Recommendation

[Insert Date]
Standard Operating Procedures for Managing Values-Based Procurement: [Institution] & [Prospective Values-Based Vendor]
1. [Institution] and [Prospective Values-Based Vendor] will designate a primary contact to manage communication and food purchasing transactions and logistics:
[Institution Designated Contact]: [email]; [phone number]
[Values-Based Vendor Designated Contact]: [email]; [phone number]
2. [Institution] will provide prospective values-based vendors with orientation materials that give an overview of the purchasing program, outline vendor certification requirements, list desired products, and detail delivery logistics.
3. Values-based vendors will be encouraged to share orientation materials that give an overview of the vendor, list projected products, and detail delivery practices.
4. After sharing materials, [Institution Designated Contact] and [Values-Based Vendor Designated Contact] will have a follow-up conversation focusing on any areas of interest, questions, or concerns (e.g., vendor certification requirements; production; delivery logistics). [Institution Designated Contact] and [Values-Based Vendor Designated Contact] will also discuss projected product price points and desired quantities to assess whether the purchasing relationship could be feasible and beneficial for both parties. [Institution Designated Contact] should keep in mind that values-based vendors are priorities for [Institution] and procurement from these vendors advance important institutional goals stated in [insert reference to supporting documents (e.g, Institution’s food purchasing guidelines or Institution’s VBP announcement)]
5. If the [Institution Designated Contact] and [Values-Based Vendor Designated Contact] want to proceed, [Institution Designated Contact] will provide guidance and assistance in navigating the vendor certification process.

SOPs Between Institution & Approved Values-Based Vendor

Model Recommendation

[Insert Date]
Standard Operating Procedures for Managing Values-Based Procurement: [Institution] & [Approved Values-Based Vendor]
1. [Institution] and [Values-Based Vendor] will designate a primary contact to manage communication and food purchasing transactions and logistics:
[Institution Designated Contact]: [email]; [phone number]
[Values-Based Vendor Designated Contact]: [email]; [phone number]
2. [Institution Designated Contact] and [Values-Based Vendor Designated Contact] will discuss desired products, price points, quantities, and frequency. Based on these conversations, [Institution Designated Contact] will introduce the available purchasing commitment options: [insert the available commitments: individual purchasing commitment; standing purchasing commitment; forward purchasing commitment].
3. Based on the agreed upon purchasing commitment, [Institution Designated Contact] and [Values-Based Vendor Designated Contact] will establish a schedule for communication, purchasing, deliveries, and payment. [Institution Designated Contact] will also explain any flexibility [Institution] has to adjust schedules to accommodate vendor needs.
4. [Institution Designated Contact] will provide details for deliveries including location, directions, and any special instructions. If there is a different or additional point of contact for site deliveries, [Institution Designated Contact] will provide that information to [Values-Based Vendor Designated Contact].
5. In the event of any concerns with delivered products (e.g., quality, quantity discrepancies), the [Institution Designated Contact] will reach out promptly to the [Values-Based Vendor Designated Contact] to discuss and resolve any issues. The goal will be to ensure continuous improvement and mutually beneficial outcomes for both parties.
6. Every [insert time interval], [Institution Designated Contact] and [Values-Based Vendor Designated Contact] will review the purchasing relationship, assess performance, address any challenges or concerns, and discuss whether adjustments or expansions are needed.
7. [Institution Designated Contact] and [Values-Based Vendor Designated Contact] will conduct regular check-ins, either through site visits or phone calls, to ensure ongoing alignment and address any emerging needs, opportunities for improvement, or opportunities for growth.

Alternative: Additional Team Members

The best practice for vendor relationship management is to designate one individual within the institution or management company to serve as the primary contact for vendors in order to streamline information and coordination. However, if other team members are responsible for specific aspects of the work, they should be listed in the SOPs and made aware of the established processes. 

The Designated Contacts should be the first point of communication. If the Designated Contact is not available or additional team members’ input are needed, refer to the following:
[Institution] Additional Contacts:
• Financial/Budget: [Contact Name], [email]; [phone number]
• Kitchen/Dining Logistics: [Contact Name], [email]; [phone number]
• Communications/PR: [Contact Name], [email]; [phone number]
• Sustainability: [Contact Name], [email]; [phone number]
• Procurement/Supply Chain: [Contact Name], [email]; [phone number]
[Values-Based Vendor] Additional Contacts:
• Financial/Billing: [Contact Name], [email]; [phone number]
• Product/Farming: [Contact Name], [email]; [phone number]
• Communications/PR: [Contact Name], [email]; [phone number]
• Delivery/Logistics: [Contact Name], [email]; [phone number]

Alternative: Emergency Contact Protocol

In the event of an emergency or unexpected circumstances (e.g., severe weather, product shortages, transportation delays), both the institution and the values-based vendor should establish a clear communication plan to ensure swift responses and coordination.

Option for establishing emergency protocol:

In the event of unexpected circumstances or emergencies that disrupt purchasing, production, or delivery, the relevant Designated Contact should reach out at the earliest possible opportunity to inform the other party and discuss next steps.

Alternative: Vendor Feedback Mechanism

To promote continuous improvement and transparency, the institution may offer specific mechanisms for vendor feedback and comments. These opportunities should be highlighted in the SOPs, so the vendors are aware of these feedback channels.

[Institution] welcomes feedback from vendors and provide the following options for vendor feedback and comments:
• [insert feedback options]

Feedback options include but are not limited to:
• Regularly scheduled check-ins
• Quarterly or annual relationship reviews
• Anonymous feedback form

Alternative: Training or Onboarding Resources

Values-based vendors may be new to selling to institutional markets, and they may require additional support in navigating the procurement process. If an institution company offers vendor onboarding sessions, certification process trainings, or other support, these resources should be referenced in the SOPs. 

Option for institution training or onboarding resources in SOPs:

[Institution Designated Contact] will provide [Values-Based Vendor Designated Contact] with available supports and resources related to working with [Institution]. These resources include:
• [insert available resources and trainings]

Resource and training options include:
• Webinars or workshops on vendor certification processes and food safety requirements
• Guides on managing deliveries and logistics
• Direction to other relevant resources and support materials