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Define what MSF Supply is committed to towards its partners in regards to the quality of the product and service and its distribution to MSF mission.

MSF Supply purchases, stores and ships goods of the best quality and in the best condition of storage and transport following strict internal rules and Good Distribution Practices (GDP).

The GDP describe the minimum standards that the supply center must meet to ensure that the quality and integrity of products, mainly the medical articles, is maintained throughout the supply chain.

MSF Supply ensures that the product is safe for the users and it reaches the mission in the correct conditions. This engagement is governed by Good Distribution Practice (GDP), which cover all the phases of the supply chain:

• Product: the products are validated following international institutions and procedures, such as International Organization for Standards (ISO) , FDA (Food and Drug Administration) and WHO (World Health Organization);

• Qualification of suppliers: MSF Supply works only with companies that complies with legal and ethical requirements and are committed to our values. We are also committed to negotiate the best commercial conditions and to ensure with the companies that we’ll have a proper support whenever required;

• Reception control: in order to assure that goods we receive are according to our requirements, our warehouse team is trained to control the products and to react immediately when there is a non-conformity;

• Stocking: the goods are stored following the strict rules of GDP and controlled systematically, mainly for the cold chain;

• Picking, Packing, Production: some goods do not have an appropriate package for the transport (fragile carton or does not follow our requirements) and some orders contain different articles that make difficult to transport. MSF Supply provides its own packaging following European standards in order to ensure a good protection during the transport;

• Transportation: despite our best efforts to assure a good distribution of the correct product in the chain, incidents are part of our challenging contexts. In order to protect the missions against damages, we have an international assurance and we also select transporters who are compliant to our GDP requirements.

Thanks to our certification of ‘known consignors’, our shipments are prioritized by the customs and dispatched within 48 hours. Besides the lead time shortage, this authorization also saves us from extra handling costs that are usually applied for normal shipments, besides

Claims management: whenever an incident happens, MSF Supply provides a claim management system in order to analyze the problem, solve it for the mission and implement measures to prevent the same problem from occurring in the future.

• New requirements for articles validations should follow the standard request via Portail;

• If you need further information on claims management, please refer to CLAIMS SERVICE