How does the Quality Index (QI) work
The QI reflects the reliability of the quality and grading information provided by a grower for the clock and helps customers decide when selecting and purchasing products. Growers can use the QI as an indicator in guiding their operational management.
What is the QI?
The QI is based on the number of complaints that growers have received for their clock lots in the past 8 weeks. The first complaint is never included in the calculation as a standard measure.
The arrangement in classes is also used in the QI system:
- Class A: QI higher than 99 growers with no or few complaints,
- Class B: 95 < QI < 99 growers with recurrent complaints,
- Class C: QI ≤ 95 growers with frequent complaints.
How to use the Quality index for growers
From RI to QI
With the introduction of the QI, the RI (Reliability Index) lapses. The QI is concerned only with complaints in terms of quality and grading. In the RI corrections to logistical items were also incorporated. The QI is recalculated daily and used in the supply information provided to customers. You can follow your own QI using the free 'Royal FloraHolland Quality Index' service. The Eelde location and Rhein-Maas Auction are not included in the QI.
How is the QI calculated?
The QI is calculated like this:
- Formula: QI = (# lots -/- # lots with complaints) / (# lots)%.
- It concerns the product complaints associated with the items of product code, grading code, inspection code and misleading photos.
- Deadline for determining the QI is 8 weeks. Lots, and complaints, from an earlier date, e.g. 9 weeks ago, are not included.
- Daily calculation of QI (at the end of the complaint process).
- 1 lot leads at most to 1 QI fault.
- QI applies at the company level; there is no longer a breakdown by product group, just 1 total index for the relevant supplier number. Only the Eelde location is not covered as it has a different auction system.
- The index is damped by the formula '1 is not important', i.e. 1st complaint does not count in the calculation of the QI.
Grower A supplies three locations. The grower supplies 1,000
lots in 8 weeks and receives 5 complaints regarding those
The formula: QI = (1,000 -/- (5-1))/1,000 = 99.6%
In words: Grower has supplied 1,000 lots, concerning which 5 complaints were received. The first one is not included, because the '1 is not important' principle applies. Thus, 996 of the 1,000 lots were in order, which corresponds to 99.6%.
This grower is assigned to class A.
Grower B supplies just one location. The grower supplies a
seasonal product and has delivered 200 lots in 4 weeks. There were
5 complaints received:
QI = (200 -/- (5-1))/200 = 98.0%
This grower is assigned to class B.
In My Royal FloraHolland you can add your details and specify
your preferences for three services:
In the Product Complaint menu service you can specify how you prefer your complaints to be handled. The standard procedure is that you receive a complaint by e-mail. You can also keep an eye on all corrections in your lot information by e-mail or sms from the Correction of Lot Information service (previously Inspector Confirmation). This service will remain free of charge, and existing subscriptions will be converted to this new service.
With the Royal FloraHolland Quality Index service, you can stay informed of your QI status. You can also find all corrections and complaints listed there.