ANCHOR FRANCHISEE DRIVER’S MANUAL · 2017. 11. 8. · ANCHOR FRANCHISEE DRIVER’S MANUAL Phone: 0800 900 070 and choose option 2 Email: [email protected] Postal

ANCHOR FRANCHISEEDRIVER’S MANUAL

ANCHOR FRANCHISEE DRIVER’S MANUAL

Contents

02 CONTACT US

02 OVERVIEW

03 FRANCHISEE PROCESSES AND RESPONSIBILITIES

03 New and Current Schools

03 Milk – how much to deliver

03 When to make a milk delivery

04 Safety around schools

05 Recycling Process

06 Recycling Collection - Responsibility of Anchor Franchisee

06 Recycling standards

07 Rejecting Recycling “Pink Sticker”

07 End of Year Recycling - Christmas recycling

07 How to order more recycling bins

07 How to order more bin liner bags

08 At your depot

09 PRODUCT

09 Product info

10 OOS

12 Damaged, Expired and Downgraded product process

14 FAQ

01


Phone: 0800 900 070 and choose option 2

Email: [email protected]

Postal address:

KickStart Breakfast, c/- Fonterra

PO Box 417

Wellington 6140

KickStart Breakfast is the only school breakfast programme of its kind in New Zealand. Fonterra and

Sanitarium partnered in February 2009 to provide a free school breakfast of Anchor Milk and Sanitarium

Weet-Bix to all schools across the country. The New Zealand Government joined us as a supporter in May

2013 which enabled the programme to be extended from two days to five and it was opened up to all

schools decile 1 to 10.

More than 125,000 nutritious breakfasts are served each week in over 950 schools that run their own

KickStart Breakfast club.

As the Anchor Franchisee, you are an important part of the programmes as by delivering the milk needed,

you are also the main contact each participating school has with Fonterra. If you have any questions

or concerns, please contact the KickStart Breakfast team on 0800 900 070 (select option 2) or email

[email protected].

Contact Us

Overview

02


FranchiseePROCESSES & RESPONSIBILITIES

Each current or new school to the KickStart Breakfast programme is a business customer with its different needs and requirements. We encourage all our franchisees to build a relationship with our schools in order to strengthen the programme processes and troubleshoot any issues that can be avoided or resolved in the early stages of the programme delivery.

New and current schoolsSchools can apply online on the KickStart Breakfast website at any time. They will start their breakfast club at the beginning of the following term. There is only one intake of new schools per term.

Once accepted, they will be sent the KickStart Breakfast manual and recycling bins (if they are not a participating Fonterra Milk for Schools school).

The KickStart Breakfast team will email the list of new schools to the Franchisees and will also forward this list to the Express team at FBNZ to get the accounts set up for deliveries. This process takes up to two weeks and is done over the school holidays.

Milk – how much to deliver As part of the Terms & Conditions of the KickStart Breakfast programme schools have to participate in Term Update. It is an opportunity for schools to update contact details and product levels requirements for the following term. Schools can also adjust their product volumes by emailing or calling the KickStart Breakfast team any time during the term.

All these changes will be updated in the consolidated list that is emailed to each franchisee on Monday mornings during the school terms estimating how much milk to deliver. This list gives an up to date overview of all current schools in your area of service, in particular any new schools to the programme, and how much the school’s weekly allocation is.

Note: If there is existing stock at the school on arrival, we ask that you make a judgement call on whether the school has enough stock to get them through until their next delivery.

When to make a milk delivery?The first delivery each term must be within the first two weeks. Contact the KickStart Breakfast team if you have any issues that mean you will not get to all of your schools within this time frame.

Please liaise with the school directly about the best times and week days to deliver the milk ongoing.

Please make each delivery during school hours or where appropriate with school. School hours vary and many schools have different starting or finishing times.

Franchisee ensures that each school receives a regular (as agreed with the school) delivery of milk, and that the stock levels are managed to make sure that the school does not run out of milk between deliveries. This is not only to ensure school has the right volume of milk but also to collect the recycling on a regular basis. If there is an alternative process agreed upon with the school, the KickStart Breakfast team needs to know what this agreement is so it can be noted on the school profile. Franchisee will need to deliver enough stock at the end of each term to cover the first few weeks of the new term for each school.

Note: The Milk for Schools 200ml milk cartons cannot be used for the KickStart Breakfast programme, likewise the 1 Litre UHT milk for the Milk for Schools programme. This is due to the reporting requirements and invoice payment.

In the situation where you find out that the school allows children to take milk off the school grounds, please alert the KickStart Breakfast team immediately by email [email protected] with all the relevant details.

03


Note: KickStart Breakfast recycling and Fonterra Milk for Schools recycling can be collected together in one bag. Please refer to Recycling Process in this handbook below.

Please avoid making a milk delivery or collecting recycling when there are lots of people/kids/cars around the car park or no one at the school.

Safety around schoolsWhen delivering milk and collecting the recycling from schools it is important to plan your delivery and follow safe driving practices. It is easy for drivers who are often in a hurry to be distracted, creating unsafe conditions for students and others walking, bicycling or driving in the area.

Watch out for:• Kids walking or cycling on the road and the footpath in areas where you drop off the milk or collect the recycling.• Kids playing and gathering near bus stops – especially kids arriving late for the bus and most likely to dart into the street without looking for traffic.• Kids walking or biking to school if you are backing your truck on the driveway.• Reduced speed limits during school times. Slow down and obey all traffic laws and speed limits, both in school zones and in neighbourhoods surrounding the school. • Double parking or stopping on footpaths. Double parking will block visibility for kids and other motorists. Visibility is further reduced during the rain and fog seasons when condensation forms on car windows.

Recording the access points and route to the milk storage area, and recycling bins is recommended so you know exactly where to head each time you or your Drivers make a delivery and collect the recycling at each school.

FranchiseePROCESSES & RESPONSIBILITIES

04


All participating KickStart Breakfast schools have to recycle their 1L milk packs.If the school is participating in Fonterra Milk for School programme, they can recycle 1 L UHT milk packs through their existing recycling bins. If they are not a Fonterra Milk for Schools school, they will have received recycling bins and bin liner bags when they have joined the KickStart Breakfast programme. If you know of any schools that are not recycling, please let the KickStart Breakfast team know or encourage the school to start recycling at milk delivery drop off.

• Please deliver the pack of 25 recycling bin liner bags with your first milk delivery to the school.• Each school is provided with enough recycling bins to accommodate their requirements. They are sent small bins (80 litres), big bins (240 litres) and instructions on how to fold the milk packs.• Each 80 litre recycling bin is for collecting correctly prepared Fonterra Milk for Schools and KickStart Breakfast milk packs only – they must be well-drained and folded or flattened (at Minimum Standard).• Schools order bin liner bags for the 80 litre recycling bins through you, their franchisee.• Each school must tie a knot to close each recycling bin liner bag before it is placed into the 240 litre bins for you to collect.• The 240 litre recycling bins must be stored in a location that is easily accessible for collection. A location in the vicinity of, or on your way to the fridge is recommended.• It is important that the 240 litre Fonterra recycling bin is not contaminated by other types of rubbish.

All cardboard cases should be recycled via the school’s cardboard recycling programme. If the School does not have a cardboard recycling programme in place, they should contact their local council who can help them set one up.

Deliver the required amount of product directly into milk storage area.

For the kids and your health and safety, it is important that all KickStart Breakfast cases are stacked correctly using the interlocking system.To make sure your milk boxes don’t fall over,

stack them using this easy interlocking system.

OneBase Layer Top Layer

For safety, it’s best not to stack them more than five cases high.

Two

Recycling Process

05


Recycling Collection - Responsibility of Anchor Franchisee• Check that the bin liner bags are not leaking.• Check the clear bin liner bag has no more than 1 cup of liquid pooling at the bottom.• To avoid cross contamination, please double bag if necessary.• To make the best use of the space in your vehicle, please place up to three bags inside a large bottle bag. • Deliver additional bin liner bags if required and record the quantity delivered. • Place recycling in the back of your vehicle, inside a 240lt or 1100lt bin if you have chosen to use this option.

Recycling StandardThe Anchor Franchisee must assess each bag that is prepared for recycling by the school before it being collected and ensures it meets KickStart Breakfast recycling standard. The school must continually comply with recycling standard in order for it to participate in the KickStart Breakfast programme. The KickStart Breakfast recycling standard is a well-drained, rinsed and flattened milk pack with lid closed that is presented in the clear recycling bin liner bags with no other waste.

When the Anchor Milk packs are empty, rinse them out with water and sure you leave the lids open.

OnePeel back the triangle flaps from the tops of all the milk packs.

Two

Fully flatten the milk packs with the spout facing towards you, so all of the air escapes before you close the lid.

ThreeOnce they are flattened and sealed, put the Anchor Milk packs into the Fonterra recycling bin for the collection.

Four

The collection of recycling is covered under our Food Safety Programme, as long as the recycling is separated from other food or beverage products in the vehicle. The clear liner bags used to collect the empty milk packs are a compliant form of separation provided they do not have any holes and are not leaking.

Recycling Process

06


Rejecting Recycling “Pink Sticker”In the situation where franchisee rejects the school’s recycling due to the school not meeting the recycling standard, the pink sticker is placed on the bag. Please alert the KickStart Breakfast team immediately by email [email protected] with all relevant details. We can follow up with the school and report back to the franchisee the process moving forward.

End of Year Recycling - Christmas Recycling When you make your last milk delivery to each school, please ensure you set the date for their final recycling collection for the year. This must be before the school breaks up for the summer holidays so double check with the school what date that will be.

Note: As the Christmas holidays covers a 7 week period, the recycling for KickStart Breakfast and Fonterra Milk for Schools programmes cannot be left at the schools for that length of time.

In order for you to claim the payments for the Christmas Recycling the following process has to be followed:

• KickStart Breakfast and Fonterra Milk for Schools teams will email all franchisees the Collection Sheet in week 1 of Term 4 in order for you to claim your Christmas Recycling payments• Set the date with all of your schools for the final recycling collection • Collect all KickStart Breakfast and Fonterra Milk for Schools recycling and fill in all of the additional information on the Collection Sheet• Place this recycling back in your bin at the depot as per normal• Once all the schools have been visited and the Collection Sheet is filled in please email it to KickStart Breakfast and Fonterra Milk for Schools teams for processing• You will be paid a one off payment for this collection as you will not be delivering any product• Payment will be worked off the list that you provide

How to order more recycling binsIf you are aware of the school that requires recycling bins or it needs replacing, please contact the KickStart Breakfast team on 0800 900 070 or email [email protected]

How to order more bin liner bagsTo place an order for bin liner bags, please complete the Consumables order form. Please include the quantity of bags you require and complete all sections of the form before emailing your order to [email protected]

Recycling Process

07


At Your depotPlace all compliant KickStart Breakfast recycling in the bin provided. A refrigerated line haul driver will collect it. Please ensure that only Fonterra Milk For Schools or KickStart Breakfast recycling is in this bin, no black bags, cardboard or other rubbish will be collected by line haul.

1. All bags will need to be tied so they don’t leak.

2. Any leaking, ripped or overflowing bags will not be loaded onto the backhaul vehicles.

3. Any bags that do not meet the standard outlined should be discarded in your normal rubbish at the depot.

4. The bins provided are for correctly prepared Fonterra Milk for Schools and KickStart Breakfast recycling only.

5. The bins need to be cleaned/rinsed out on a regular basis and this is the responsibility of the Franchisee at the depot.

Line haul should collect all KickStart Breakfast and Fonterra Milk for Schools recycling from the depot. If you find this is not happening, please contact the FBNZ Supply Chain team [email protected] to alert them to the collection.

Recycling Process

08


Product Info & Processes

Product info

About UHT milkUHT means “Ultra Heat Treatment”. This sterilises the milk by heating it for an extremely short period. The milk still contains the same levels of protein, calcium, phosphorus, potassium and other minerals and fat soluble vitamins as fresh milk.

Storing and serving the milkThe milk will be delivered in cases of 12 x 1 litre milk packs, weighing 12 kgs each. Each pack provides approximately five serves. The unopened milk packs can be stored at room temperature until the best before date shown on the packaging.

09


KickStart Breakfast – Anchor UHT Lite (3005763)

Out of Stock processPlease follow the below process in the instance of any KickStart Breakfast Schools product that has become Out Of Stock. Please do not deliver a substitute product that is not listed in this Out of Stock Process. Product delivered to schools needs to be approved by the KickStart Breakfast team.

Please email the KickStart Breakfast team at [email protected] if you have any questions regarding this process.

Out of Stock (OOS) reportAn Out of Stock (OOS) report is provided daily by FNZ_S&OP to Franchisees and FBNZ staff. This report will be used by the franchisees and FBNZ team to identify if the OOS situation will impact KickStart Breafast schools. The FBNZ team will notify the KickStart Breakfast team when Anchor UHT Lite 1L is out of stock and provide stock availability date. Franchisees will notify the KSB team which, if any school(s) will receive a late delivery OR a substitute SKU.

Order Cut Off TimeFranchisees have a cut off time to place their orders e.g. Friday cut off time is 9am for Monday delivery. If franchisees place their orders after 9am, they will receive product on Tuesday. When product is OOS, Franchisees are required to check the product availability date and ensure the new order is placed by the cut off time in order for product to be delivered on time. Note - when a public holiday falls on a Monday, if an order is placed on Friday by 9am, product will be delivered Tuesday.

IMPORTANT:

- Back orders are not available, a new order must be placed by the franchisee.

- KSB & FMFS products are NOT to be ordered together, please raise separate sales orders.

- OOS issues could be impacted by order timing issue i.e. replenishment has not been done by 9am that day as product is still at quality inspection. Order will need to be replaced.

- For any escalations of urgent deliveries e.g. to mitigate an OOS situation for a KSB school/s, please contact the Kick Start Breakfast team who will submit a request to prioritise any order/s.

- At no time can FMFS milk can be used as a substitute sku for KSB schools.

CommunicationFranchisees to ensure OOS situation is communicated to KSB schools and to advise when product will be delivered to KSB schools once product is available.

Out of Stock Process

10


OOS UNDER 3 DAYS

1 Litre Anchor UHT Lite Milk OOS ins tructions

OOS OVER 3 DAYS

Franchisee receives OOS Report & check if this will impact any KSB schools

If yes: notifies KickStart Breakfast team which school will receive a late delivery

KickStart Breakfast team to check in with Franchisee in 3 days to ensure

stock has been delivered and if it’s not please follow

OOS OVER 3 DAYS PROCESS

Franchisee receives OOS Report & check if this will impact any KSB schools

If yes: notify KickStart Breakfast team which school will receive a late delivery

Franchisees to notify the affected schools and advise when product will be

available to be delivered.Copy the KSB team in the email

If the school is OOS of UHT lite 1L, substitute milk will be delivered until

product is available

Agreed Substitute Milk (*in order):Option 1: 1L UHT BlueOption 2: 1L UHT TrimOption 3: 1L Fresh Blue

*Option 3 is only available if Blue & Trim are OOS

Franchisees will be reimbursed for the substitute milk

(Franchisees get paid automatically as per normal process - no further action required)

Franchisees will need to notify KickStart Breakfast team and FBNZ

team by email within 48 hours to confirm which substitute milk sku has

been delivered

Out of Stock Process

11


KickStart Breakfast – Damaged or Expired Product Process for 1L UHT Anchor Milk Please follow the process below in the instance of any KickStart Breakfast Schools product that has expired or been damaged/contaminated in transit. Damaged or contaminated product includes any product that is not suitable to be delivered to schools (e.g. torn outers, crushed outers/milk packs, leaking product).

Product delivered to schools needs to be of the highest standard. Please contact the KickStart Breakfast Team on 0800 900 070 if you have any questions regarding this process.

IMPORTANT: All product not able to be consumed by schools is required to be collected and returned.

Return Product Preparation InstructionsAll of the 1 Litre Anchor UHT Milk packaging waste needs to be recycled. This means any damaged or downgraded product needs to be returned to be disposed of correctly. Ensure product being returned is wrapped and addressed correctly following the below instructions:

• 19 or more cartons - place on a pallet, wrap and label with return details • Less than 19 cartons - individually label each carton with return details

Return AddressesNORTH ISLAND Fonterra Brands Takanini Una Place Takanini Attention Phil Tottle - Product to be processed Via Tuakau 027 7030 774

SOUTH ISLAND Fonterra Brands Christchurch Distribution Centre 525-527 Halswell Junction Hornby Christchurch Attention Richard Cardus - Product to be processed Via Kathi and Gregg 027 839 4034

Product Pick-up FormAny damaged/expired KickStart Breakfast 1 Litre Anchor UHT Milk to be returned needs a PPU to be collected for disposal. This product cannot be placed in the normal returns and must be held in your cage until a claim has been made. Once the PPU has been generated FBNZ will arrange collection from your cage.

Damaged, Expired& Downgraded

Product Process

12


If KickStart Breakfast 1 Litre Anchor UHT Milk is damaged in transit to the depot you need to put through a cage credit as per the process you would complete for other damaged product.

PRODUCT STATE EMAIL ACTION REQUIREDDamaged in Transit Leaking

Includes any milk packs that have been pierced/crushed and is leaking milk or cartons that are wet with milk

[email protected]@[email protected]@fonterra.com

Subject Line - Damaged KSB Product to be sent to landfill

Email Info – Quantity, Batch detail, Time code, photo

DISPOSE of leaking milk packs and wet cardboard in the general waste bin at the depot. Please place damaged product in a liner bag before placing in the bin.

Damaged in transit - Not leaking

Includes any product that is not suitable to deliver to schools (e.g. torn outers, crushed milk packs).


Subject Line - Damaged KSB Product to be returned


Request a Halls/Dailyfreight pick up to be arranged

Palletise and label or wrap and address product according to instructions above, clearly mark DAMAGED. Send back to relevant Dist centre via applicable carrier on nightly collection.

Customer service will organise collection with Halls/Dailyfreight, if you would prefer to arrange separately please make this clear.

Expired/out of date product.

Important to collect any expired cartons from schools


Subject Line – Expired FMFS Product to be returned


Request a Halls/Dailyfreight pick up to be arranged

Palletise and label or wrap and address product according to instructions above, clearly mark EXPIRED. Send back to relevant Dist centre via applicable carrier on nightly collection.

Customer service will organise collection with Halls/Dailyfreight, if you would prefer to arrange separately please make this clear.

Cage Credits

13


1. Can I order Fonterra Milk For Schools & KickStart Breakfast in the same order? No, FMFS and KSB cannot be placed in the same order because it will cause an ordering issue and result in an OOS. If an ordering issue occurs due to this, products will not be delivered and new orders for the FMFS & KSB product will need to be placed.

2. If I ran out of UHT 1 Litre milk for KSB, can I deliver Fonterra Milk for Schools milk as a substitute? No, FMFS product cannot be used a substitute milk for the KickStart Breakfast programme. Please refer to the Out of Stock Process to find out which milk can be delivered instead.

3. What is the process if the school doesn’t comply with their recycling? In the event that the school doesn’t follow the agreed recycling process, please talk to the Principal and/or breakfast club coordinator in the first instance and advise them of the correct process. If the school consistently doesn’t comply with recycling please notify the KickStart Breakfast team by email so we can liaise with the school directly. We have resources available to help the school get back on track with their recycling.

4. How do I know how much milk is allocated to the school? A consolidated list of schools estimating how much milk to deliver will be emailed to each franchisee on Monday mornings during the school terms. If you still not sure about the volumes of milk that the school requires, please contact the KickStart Breakfast team.

5. Should I pick up the recycling of the 1 Litre UHT milk packs if the school is only part of the KickStart Breakfast programme and not participating in the Fonterra Milk for School programme? Yes, the recycling of the 1L UHT milk packs has to be picked up regardless if the school is participating in either programme or just participating in one. If the school is participating in the Fonterra Milk for Schools programme, they can recycle 1L UHT milk packs through their existing recycling bins. If they are not a Fonterra Milk for Schools school, they will have received recycling bins when they have joined the KickStart Breakfast programme.

FAQ

14

Documents

ANCHOR FRANCHISEE DRIVER’S MANUAL · 2017. 11. 8. · ANCHOR FRANCHISEE DRIVER’S MANUAL Phone: 0800 900 070 and choose option 2 Email: [email protected] Postal