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Supplier Relationship ManagementHandbookCleveland ClinicSupply Chain Management1950 Richmond Rd. TR301Lyndhurst, OH 44124Telephone: 216-448-8000Fax:216-448-8080October 201010/13/2010Page 1 of 39
Table of ContentsVISION AND MISSION STATEMENTS . 4SUPPLIER INFORMATION. 5SUPPLIER GUIDELINES AND PROCEDURES . 6PROCUREMENT OF GOODS AND SERVICES . 6OFFICIAL AGREEMENTS FOR GOODS AND SERVICES . 7SUPPLIER CODE OF CONDUCT . 7VENDOR CREDENTIALS PROGRAM . 8TRAINING REQUIREMENTS . 8SUPPLIER DIVERSITY POLICY . 9CONTACTING THE SUPPLY CHAIN MANAGEMENT DEPARTMENT . 10VISITS WITHIN THE CLEVELAND CLINIC HOSPITALS . 10HIPAA AND PATIENT PRIVACY . 11SERVICE CALLS . 11PRODUCT RECALLS. 11PRODUCT REBATES – REFERENCE TERMS & CONDITIONS . 12LOGISTICAL CONSIDERATIONS. 13SHIPPING . 13RECEIVING . 13RETURN GOODS . 13PROCESSING PAYMENTS. 13PAYMENT TERMS . 14CHANGES TO PAYMENT TERMS . 14INVOICE DISPUTES . 14HAZARDOUS MATERIALS . 14APPENDIX A – CLEVELAND CLINIC PURCHASE ORDER TERMS AND CONDITIONS. 15APPENDIX B – VENDOR RELEASE FORM FOR PRODUCT EVALUATION AND TESTING . 17APPENDIX C - CREDIT INFORMATION. 19APPENDIX D – HIPAA . 20POLICY NO. 103. 20BUSINESS ASSOCIATE CONTRACT . 23APPENDIX E – STANDARDS FOR ENVIRONMENTAL HEALTH, SAFETY, PRIVACY, ANDQUALITY. 26APPENDIX F -IDENTIFICATION BADGE AUTHORIZATION FOR CONTRACTED EMPLOYEES . 28APPENDIX G- CONFIDENTIALITY ACKNOWLEDGMENT . 29APPENDIX H - COMET INSTRUCTIONS . 30APPENDIX I – VISITATION POLICY . 32APPENDIX J – FREQUENTLY ASKED QUESTIONS. 33Supplier Relationship Management Handbook 101310.doc
Dear Supplier:Welcome and congratulations on being selected as a Cleveland Clinic hospitals’vendor. The Cleveland Clinic is an eleven hospital system, located in Cleveland,Ohio, and south central Florida. It is a not-for-profit multi-specialty academicmedical system that integrates clinical and hospital care with research andeducation.The Cleveland Clinic hospitals are engaged in an evolving process to refine oursupplier base by establishing relationships with suppliers that share our values anddedication to excellence. This handbook has been developed to provide yourorganization with important information in order to effectively conduct business withthe Cleveland Clinic. As a supplier, your company and its representatives are subjectto the policies and procedures contained in the Supplier Relationship Managementhandbook.The Cleveland Clinic is at the leading edge of science, medicine and surgeryexpanding and growing with new technology. We look forward to your contributionsto our continued success. After reviewing the enclosed handbook, please contactCleveland Clinic Supply Chain Management Department at 216-448-8000 if you haveany questions or concerns.RegardsWilliam A. DonatoExecutive DirectorSupply Chain ManagementSupplier Relationship Management Handbook 101310.doc
Supply Chain ManagementVision and Mission StatementsVisionSupply Chain Management will be a competitive advantage for the Cleveland Clinic,optimizing processes and supply relations with a focus on total cost of ownership.We will be customer focused, efficient and flexible to respond to patient needs andthose that care for them. We will be innovators, challenging traditional healthcarepractices.Mission Orchestrate sound sourcing solutions that leverage our spend and infrastructurefor maximum negotiating power. Align Supply Chain Management goals with our team and suppliers, coordinatingefforts that deliver consistently high levels of performance. Streamline the Supply Chain, capitalizing on technology to improve processes,communication and cycle-times. Develop Supply Chain professionals, who thrive in cross functional teams. Utilize our leadership skills to influence and drive change. Maximize value by creating strategic supplier relationships founded on continuousimprovement and benchmark quality and service levels. Drive change by continuously challenging industry practices. Cultivate a diverse organization and a diverse supply base that operates ethically.Page 4 of 39
Supply Chain ManagementSupplier InformationThis handbook has been created to provide your company with important information youwill need to effectively conduct business with Cleveland Clinic hospitals. If you are a newCleveland Clinic supplier, you should have already completed the Vendor DemographicProcess.If you have not completed this process please call the Cleveland Clinic Supply ChainManagement office at:Cleveland ClinicSupply Chain Management1950 Richmond Rd. TR301Lyndhurst, OH 44124Telephone:Fax:216-448-8000216-448-8080As a registered supplier you can begin doing business with the Cleveland Clinic inaccordance with the policies and procedures contained in this handbook. These policies aresubject to change periodically and will be communicated to you in a timely manner.Page 5 of 39
Supply Chain ManagementSupplier Guidelines and ProceduresProcurement of Goods and ServicesThe following policies apply to all goods and services procured by Cleveland Clinichospitals: Purchase orders (PO’s) are the only approved methods Cleveland Clinic usesfor procuring goods and services. PO numbers must appear on all shipments,packing lists and invoices. Any shipment that does not bear an authorized purchaseorder number may be returned at the shipper's expense. Cleveland Clinic standard terms and conditions (Appendix A) apply to all goods andservices procured by Cleveland Clinic hospitals unless superseded by a pre-existingcontract between Cleveland Clinic hospitals and the supplier. Any disagreementswith these terms and conditions must be expressed in writing to:Cleveland ClinicSupply Chain Management1950 Richmond Rd. TR301Lyndhurst, OH 44124If we receive no notification from a supplier, we will assume that they are inagreement with all the terms of our Purchase Orders. Accordingly, any invoicecharging higher prices than those confirmed on the order will be changed and paid asper our purchase order. Contact Supply Chain Management at 216-448-8000 andask to speak with a member of the Contract Management team for furtherinformation. Goods may not be shipped and work may not begin until a PO has been issued bythe Cleveland Clinic and accepted by the supplier. When required by the Cleveland Clinic, a signed acknowledgement copy of the POmust be returned to the Cleveland Clinic before work may begin. The Cleveland Clinic only pays for materials and services specified on the PO. TheCleveland Clinic does not pay for goods shipped in excess of the specified quantity orfor work that is not specified on the PO. Supply Chain Management via an approved change order or contract amendmentmust approve changes to specifications (quantity, price, delivery, and scope of work,etc.). If a supplier is providing sample product or equipment for evaluation, please refer tothe Vendor Release Form for Product Evaluation and Testing found in the Appendix.Forms are provided by the SCM category team working on the project forcompletion.Page 6 of 39
Supply Chain ManagementOfficial Agreements for Goods and ServicesWe would like to remind you that only the Supply Chain Management Department at theCleveland Clinic can award official agreements for goods and services.Agreements that are not signed by either an officer of the Cleveland Clinic hospitals orSupply Chain Management are not valid and will adversely impact your ability inreceiving payment for goods and/or services rendered.Individual departmentadministration personnel are not officers of Cleveland Clinic hospitals.If you have an agreement signed by someone else besides an officer of the ClevelandClinic hospitals or Supply Chain Management, please contact our Contract ManagementDepartment at 216-448-8000 in order to rectify this situation. You will be put intocontact with one of our SCM category teams to help you through the process. Weappreciate your attention to this matter and look to have a continued businessrelationship.Supplier Code of ConductAll Cleveland Clinic hospitals’ suppliers are expected to comply with the following whenconducting business with Cleveland Clinic hospitals: Direct all business correspondence regarding the sale of materials or servicesincluding informing Supply Chain Management of financial, economic, supplychanges, recalls or other material conditions that affect or might affect ClevelandClinic patient safety, ongoing operations, or operating decisions to the ClevelandClinic through Supply Chain Management (unless instructed by Supply ChainManagement to do otherwise) at:Cleveland ClinicSupply Chain Management1950 Richmond Rd. TR301Lyndhurst, OH 44124Telephone:Fax:216-448-8000216-448-8080 Conduct all negotiations with Supply Chain Management and negotiate in an ethicalmanner. Only the Supply Chain Management Department at the Cleveland Clinic canaward official agreements for goods and services. Agreements that are not signedby either an officer of the Cleveland Clinic or Supply Chain Management are not validand may adversely impact your ability in receiving payment for goods and/orservices rendered. Do not offer Cleveland Clinic staff money, loans, credits or prejudicial discounts,gifts, entertainment, favors, products or services for their personal use or benefit.Cleveland Clinic policy prohibits any employee from receiving gifts and/or gratuitiesfrom any supplier. Please express your gratitude in terms of quality, service andprice. Make available, through Supply Chain Management, technical information,engineering support, systems,
Supply Chain Management supplier representative who routinely (weekly or more than 3 days annually) visits clinical or non-clinical settings, including Pharmacy representatives and consultants. Construction contractor’s management personnel, including supervisors and foreman who visit a construction site to monitor progress and/or attend meetings (when he/she has exceeded 1-3 days .
