Carrier Handbook
Edition: 4.0
Revision date: 2021-10-01
CARRIER HANDBOOK
A handbook to create awareness and understanding of how we
secure full AVAILABILITY at lowest costs Together.
Revision
Comment
Revision Date
1.0
First publication.
2018-02-15
2.0
Revision: clarification of different chapters.
2019-03-15
3.0
Revision: general revision of all content; information added about
Monitoring Centre, Business Contingency Plan and Advanced Shipment
Visibility; clarification about lead-time calculation and loading unit pool;
update of Load Securing Equipment and Loading Unit Quality checklist; reorganization and renaming of some appendices.
2020-09-21
4.0
Revision: information added about the Orders being processed by the
Transporeon platform; minor updates; new appendix: IKEA Requirements
for Loading Units.
2021-10-01
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Table of Contents
1. HEJ! – Let’s get started! ................................................................................................................................... 4
1.1 Why a “Carrier Handbook”?................................................................................................................................ 4
1.2 What is the scope of the “Carrier Handbook”? ................................................................................................ 4
2. Your Contacts at IKEA ..................................................................................................................................... 4
3. An Order from IKEA, Electronic Platform ..................................................................................................... 5
3.1 Time of Order ...................................................................................................................................................... 5
3.2 Confirmation of Order ....................................................................................................................................... 5
3.3 Changes in the Order ........................................................................................................................................ 6
3.4 A delay – what do you do? ................................................................................................................................. 7
3.5 Lead time calculation ......................................................................................................................................... 9
4. Safety, Security and Quality ........................................................................................................................ 10
4.1 Load Securing Equipment ................................................................................................................................10
4.2 Loading Unit quality and correctness ............................................................................................................. 11
4.3 Sealing of the Loading Unit .............................................................................................................................12
4.4 Supply Chain Security .......................................................................................................................................13
4.5 IWAY ....................................................................................................................................................................15
5. The Loading and Unloading Process........................................................................................................... 15
5.1 Loading/unloading advice ................................................................................................................................15
5.2 Arrival at the place for loading/unloading .....................................................................................................16
5.3 The loading/unloading process.......................................................................................................................16
5.4 Free time for loading and unloading .............................................................................................................. 17
6. Loading Unit Pool / Drop & Pick solution ................................................................................................... 18
6.1 Definitions...........................................................................................................................................................18
6.2 Number of Loading Units and follow up ........................................................................................................19
6.3 Order procedure .............................................................................................................................................. 20
6.4 Characteristics .................................................................................................................................................. 20
6.5 Responsibilities ................................................................................................................................................. 20
6.6 Documentation and registration ................................................................................................................... 20
7. The Freight and Shipping Documents ........................................................................................................ 21
8. Customs .......................................................................................................................................................... 21
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9. How does IKEA measure Carrier performance? ........................................................................................ 22
9.1 Arrival Precision - Loading and Unloading .................................................................................................... 22
9.2 Cancellation and Rescheduling ...................................................................................................................... 22
9.3 Loading Unit quality ......................................................................................................................................... 23
9.4 Quality deviations of goods ............................................................................................................................ 23
10. Extra costs and quality claims ................................................................................................................... 24
10.1 The IKEA Non-Conformity process................................................................................................................ 24
10.2 Handling of claims .......................................................................................................................................... 25
11. Advanced Shipment Visibility .................................................................................................................... 27
12. Glossary ......................................................................................................................................................... 28
13. Appendices.................................................................................................................................................... 29
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1. HEJ! – Let’s get started!
Every day, IKEA sells millions of products around the world and each one makes its way from the supplier to
the final customer. Therefore, IKEA Supply Chain Operations and the Carrier together play a vital role in the
supply chain to secure availability and quality of our products whenever IKEA customers would like to buy
them.
We at IKEA Supply Chain Operations develop, plan, purchase and follow up transport and logistics services
business to deliver and perform today, tomorrow and over time. Our goal is to provide transportation and
logistics services for growth enabling IKEA to be the leader in life at home with long-term profitability.
Planning our growth – together with our Carriers!
We do this by focusing on customers’ and other stakeholders’ needs and improving operations accordingly,
ensuring customer perceived availability, quality and safety in a cost-effective and sustainable way.
1.1 Why a “Carrier Handbook”?
The Carrier Handbook is a collection of operational transport-relevant information for Carriers working with
IKEA. It clarifies processes and responsibilities and is the base for daily cooperation between the Carriers
and IKEA.
The Carrier Handbook and its appendices replace all former “Country Specific Documents”.
1.2 What is the scope of the “Carrier Handbook”?
The Carrier Handbook is a supporting document to the Frame Agreement (specifically Business Set-up and
Requirements and Standard Operational Procedures (SOP)) and it is valid globally for Land transportation
(incl. pre-/on-carriage). The Frame Agreement is always the decisive and underlying document, and in case
of ambiguities or discrepancies, the Frame Agreement shall prevail.
2. Your Contacts at IKEA
The Business Developer (“BD”: commercial topics) and Service Provider Operations Developer (“SPOD”:
operational topics) assigned to your account are the general contacts for overall business relationship in all
aspects between you and IKEA. However, any notice required to be in writing under the Frame Agreement
shall be given according to Section 8 of the Frame Agreement.
The BD & SPOD (together referred as “Business Team”) work on securing and continuously developing the
operational performance (service level commitment) as defined by a set of key performance indicators
within the framework (referred to in chapter 9).
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For daily operations (Order related topics during the booking process) the Transport Planning Team is your
speaking partner. To reach the right Transport Planning Team, you can find all details including email
addresses, phone numbers and opening hours in the appendix “IKEA Transport Planning Team contact list”.
In case of doubts, please refer to the contact details mentioned in the Order. Please note that it is not allowed
to contact any of our stakeholders directly, unless it was expressly agreed in writing by IKEA. All
communication related to operational topics needs to happen through Transport Planning Team or SPOD.
3. An Order from IKEA, Electronic Platform
For the purpose to connect digitally in relation to performance of the Agreement the third party-operated
Transporeon platform shall be used. This means that all Orders and Order related information (e.g. Order
confirmation, status updates, licence plates, changes in the order, etc.) shall no longer be exchanged
through email / CIP web solution / phone, but communicated directly system to system in real time.
You will receive Orders from IKEA electronically, through the Transporeon platform. Each Order contains a
unique identification number (Shipment number) which you shall refer to when contacting IKEA. In case of
questions regarding the Order, please contact the Transport Planning Team. For simplification and fast
handling of the case, please use the common mailboxes specified in the “IKEA Transport Planning Team
contact list”.
Please note that since the Transporeon platform is not operated by IKEA, you as the Carrier are solely
responsible to secure a right to use it directly with the Transporeon platform operator. The Carrier uses the
Transporeon platform at its own risk and cost and IKEA does not take any responsibility for it.
3.1 Time of Order
Please note that the time of placing the Order is often referred to as “Booking lead time” in the Order.
The Transport Planning Team will send the Order at the latest by 13:00 (local time of the sending location),
two (2) working days prior to the planned loading date.
Orders, where Distribution Centres are the Sender, are sent at the latest by 13:00 (local time of the sending
location), one (1) working day prior the planned loading date. Exceptions are stated in the appendices
“Operational Information EMEA/Americas/Asia Pacific”.
3.2 Confirmation of Order
We need your confirmation through the Transporeon platform within four (4) hours after Order was sent
(unless otherwise agreed and stated in the Transport Agreement). In case the Order is neither confirmed
nor cancelled, it is considered as accepted (silent confirmation). After confirming the Order (including silent
confirmation), you are obliged to carry out the Order as stated.
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Latest one (1) working day before the planned loading (according to the Order), the truck and Loading Unit
ID (which are connected to the GPS device and can be tracked) have to be communicated to IKEA through
the Transporeon platform.
Spot Orders are booked according to your offer (e.g. in the Transporeon platform), therefore, such Orders
cannot be changed or cancelled by you. In case the spot Order was assigned to you after you have made an
offer through the Transporeon platform, you will receive the final Order which is automatically considered
as confirmed by you.
Please note:
•
IKEA is entitled to check if the ordered and confirmed mode of transport is used (e.g. intermodal,
Loading Unit Type). The fulfilment of ordered and confirmed mode of transport is measured; please
refer to chapter 9.3 for details.
•
Fees apply for the utilization of the Transporeon platform by the Carrier which the Carrier needs to
pay directly to Transporeon. For any details or questions please contact the Transporeon platform
operator directly.
3.3 Changes in the Order
The Order you receive from IKEA has been placed according to available slot times at both Sender and
Receiver. To secure operational excellence it is important that you respect the booked slot times and
changes shall be exceptional and need to be approved by IKEA in writing.
In general, IKEA may cancel or change the Order free of charge until 14:00 local time at the sending location
one (1) day prior to the planned arrival for loading.
In case of unpreventable changes (e.g. request for change of loading time), you must send a written
notification (via the Transporeon platform):
Scenario 1: In case you communicate the request for change before confirming the Order: use the
confirmation with amendment function (which shall be done within four (4) hours after the Order was sent).
Scenario 2: In case of unforeseeable hindrances or changes in the performance of the Services in accordance
with the Order after you confirmed the Order: use the status event function and inform the Transport
Planning Team (which shall be done immediately).
For further technical information please contact the Transporeon platform operator to obtain the relevant
guide.
Please be aware that the Transport Planning Team decides if the requested change will be approved or
rejected. The Transport Planning Team may also cancel the Order with no additional costs.
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In exceptional cases (e.g. if there are any issues with shipments etc.), when providing all the information via
Transporeon is not possible, please send your request via email in English with all relevant shipment
information and describing the request, using the common mailboxes specified in the appendix “IKEA
Transport Planning Team contact list”.
Please note:
You are only allowed to replace the ordered Loading Unit with a bigger one at the same or lower
•
cost. Such change must be exceptional and in all cases be approved by the Transport Planning
Team.
Even if the changes are communicated within four (4) hours after the Order has been sent, these
•
changes may still impact your performance indicators.
In case, after your request for Order changes, the Order was re-sent by the Transport Planning
•
Team with the original date and time, it means that the requested change was not accepted.
3.4 A delay – what do you do?
Should it, in exceptional cases, not be possible to avoid a delay at either loading or unloading place, you
must inform the Transport Planning Team (or, when it comes to shipments loaded/unloaded in EMEA, the
Monitoring Centre, as described below) so we can inform our stakeholders (e.g. stores, suppliers or
Distribution Centres) in due time about any delay. By that, we try to find the best possible solution for all
parties involved to minimize waiting times and fast loading/unloading. Please be aware that in case of delays
waiting times may occur and, in such case, IKEA shall not be responsible for it.
You are responsible to inform the Transport Planning Team in:
•
EMEA: Monday to Friday between 8:00 to 17:00 local time
•
Other regions: according to the Transport Planning Team’s opening hours mentioned in the
appendix: Transport Planning Team contact list,
Immediately, via phone as well as electronically through the Transporeon platform (using the status event
function, providing a delay information, including new estimated arrival date/time and a reason for the
delay). In exceptional cases (if agreed before with IKEA), the Sender/Receiver as stated in the Order shall also
be informed about any potential delay (including accidents) for arrival at Sender/Receiver.
For further technical information please contact the Transporeon platform operator to obtain the relevant
guide.
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FOR SHIPMENTS LOADED/UNLOADED IN EMEA ONLY:
In case of delays which occur outside of the Transport Planning Team’s opening hours imminent to the
loading or unloading slot, please contact the Monitoring Centre. The Monitoring Centre shall be contacted
by:
•
Online platform using the predefined link (preferred option)
•
Email: ikeamonitoring@e-track.eu (one email per each delay)
•
Phone: +36-1-883-8844 together with an email confirmation following it: ikeamonitoring@e-track.eu,
which serves as a proof of providing the information.
The following details shall be provided:
‒
Carrier name
‒
Shipment number
‒
Loading Unit ID
‒
Loading place (name of the loading place and address)
‒
Unloading place (name of the unloading place and address)
‒
Planned date and time according to the Order (loading and/or unloading)
‒
Reason for the delay
‒
New time of arrival (at loading or unloading place)
Example:
Loading slot at 04:00 Wednesday in Germany. Your truck driver informs you at 02:00 that the loading slot
cannot be kept. Due to the fact that the Transport Planning Team is not available at that time and cannot be
informed, you inform the Monitoring Centre about the delay, providing details, as specified above. The
Monitoring Centre takes further actions to inform the respective stakeholders. The same rule applies in case
of loading/unloading e.g. during the weekend.
Please note:
•
No direct arrangements between you and the Sender/Receiver are valid without Transport
Planning Team’s approval.
•
In case a truck does not show up for either loading or unloading, we expect immediate
investigation and answer from you so that the Transport Planning Team can inform our supply
chain accordingly.
•
For efficient information processing, please use the status event function in Transporeon platform.
•
The language of communication is English (with the Transport Planning Team and the Monitoring
Centre).
•
The Monitoring Centre will not reschedule any shipment, it is just an information provider towards
the stakeholders.
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3.5 Lead time calculation
Lead times shall be calculated as follows and the Orders will be booked accordingly:
•
Saturdays and Sundays are calculated as a working day, if the Receiver operates on those days.
•
In case of driving bans and/or public holidays the lead time will be prolonged proportionally (one (1)
driving ban day: + one (1) day; two (2) driving ban days: + two (2) days, etc.).
Examples:
a)
In case lead time is two (2) days:
•
Loading on Monday – unloading on Wednesday
•
Loading on Tuesday – unloading on Thursday
•
Loading on Thursday – unloading on Saturday, if the Receiver operates on Saturday; otherwise on
Sunday, if the Receiver operates on Sunday; otherwise on Monday
•
b)
Loading on Friday – unloading on Sunday, if the Receiver operates on Sunday; otherwise on Monday
In case lead time is two (2) days with one (1) of those days affected by a driving ban:
•
Loading on Monday – unloading on Thursday (e.g.: driving ban on Tuesday)
•
Loading on Tuesday – unloading on Friday (e.g.: driving ban on Thursday)
•
Loading on Friday – unloading on Tuesday (e.g.: driving ban on Saturday, Receiver not operating on
Sunday)
c)
In case lead time is two (2) days with both affected by a driving ban:
•
Loading on Friday – unloading on Wednesday (e.g. driving ban on Saturday and Monday, Receiver
not operating on Sunday)
Please note:
•
The lead times per route you provide during the tender process need to be kept. Any deviation
from the agreed lead time will cause disturbances in our IKEA Supply Chain and increase costs.
3.6 Business Contingency Plan for intermodal solutions
Getting our goods to the right place at the right time is a crucial aspect of our supply chain. In order to avoid
and reduce delays the Carrier needs to provide IKEA with a Business Contingency Plan (“BCP”) for all
intermodal solutions.
BCP shall:
-
Be drafted by the Carrier according to the template provided by the Business Team and shall be
approved by IKEA.
-
Guarantee a solution for the continuous performance of the Services with a maximum delay of 3 days
as a result of a natural or other disaster or emergency (including Force Majeure).
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Be reviewed and updated yearly by the Carrier and such updated version needs to be submitted to IKEA
for approval.
The Carrier shall, at least once a year, test the effectiveness of said plan and provide IKEA with a report
detailing the outcome of the assessment. In addition, the Carrier shall inform IKEA min. seven (7) days in
advance about performing the assessment of the BCP.
Any changes the BCP must be pre-approved in writing by IKEA. In case of a delay the agreed BCP (process,
communication flow) shall be followed, unless the Carrier is able to propose and implement a more efficient
solution for IKEA in a particular situation, which should be previously agreed with the Business Team.
Please note:
The BCP is intended to prevent as many delays as possible, but does not release the Carrier from
•
any responsibility in accordance with the Agreement in any way.
Any delay still impacts Carrier’s performance indicators.
•
4. Safety, Security and Quality
Safety, security and quality are essential parts of the IKEA vision to create a better everyday life for the many
people. This is why we secure these three pillars throughout our entire value chain to guarantee the right
product and supply quality and ensure safety and security in all stages of our supply chain. A Supply Chain
we trust!
4.1 Load Securing Equipment
Tarpaulin trailers used for transports in EMEA must carry the following amount of load securing equipment:
•
Minimum 16 lashing straps; and
•
Minimum 32 sideboards (4 in each field between poles)
Loading in Distribution Centres in EMEA: In case of an XL certified trailer according to EN-12642, minimum
24 sideboards (3 in each field between the poles) are required (exception all DCs in Germany: minimum 32
sideboards needed, 4 in each field between the poles). Please note that we cannot accept trailers without
sideboards (even if the XL certification allows so) for loading in Distribution Centres.
Loading at other loading places in EMEA (supplier, Consolidation Point, etc.): In case of an XL certified trailer
(according to EN-12642), the specifications of the certificate in regard to the number of sideboards apply. In
this case you need to show the certificate before loading. If you want to load a trailer with XL certification
and without sideboards please contact the Service Provider Operations Developer for approval, before
sending the Loading Unit to the loading place.
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Please be aware that the above states the minimum requirements but shall not be considered as an
operational instruction for securing the goods.
4.2 Loading Unit quality and correctness
You must deliver the Loading Unit Type (LUT) mentioned in the Order. The corresponding dimensions and
loading capacities for each Loading Unit are stated in the Carrier Handbook appendix “IKEA Requirements
for Loading Units”.
Besides, you are responsible to ensure that the Loading Unit provided will not jeopardize the safety and
quality of goods during transportation so that our goods arrive to the Receivers with the right quality.
Senders of the goods check the empty Loading Unit before loading: if the Loading Unit is not in an acceptable
condition according to the non-exhaustive list below, or not according to the Order, the Sender has the right
to refuse the Loading Unit and inform the responsible Transport Planning Team (first point of entry). The
Carrier is responsible to replace the Loading Unit as soon as possible.
In case of refrigerated transport (e.g. green plants) the Loading Unit Type must be conforming to the
designated temperature mentioned on the Freight and Shipping Documents. The evidence of the
temperature during the transport has to be presented upon request.
The Loading Unit check includes (but is not limited to) the following steps:
•
Floor (no visible defects e.g. damage, dirty, wet and debris)
•
Loading space (the loading platform has to be empty)
•
LUT dimensions (LUT must match the dimensions in the Order)
•
Headboard (no visible defects)
•
Odour (no sharp, unpleasant odours)
•
Doors / customs cable (Loading Unit can be opened, closed and sealed)
•
Load securing equipment (has to be available and not damaged)
•
Supporting legs and tires (legs not bent and tires in good shape and at least meet the minimum
requirements of local laws)
Trailer / Tarpaulin
•
Sideboards (as mentioned in chapter 4.1)
•
Curtains (no cuts, holes, clearance between sidewall and floor)
Box / Frigo trailer / Container / Wagon
•
Frame (no damage, protruding objects)
Refrigerated transport: Reefer trailer / Reefer container
•
Temperature conformity (LUT ensures conformity with the designated temperature mentioned on
Freight/Shipping documents)
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Please note:
•
IKEA will not pay any extra cost in case of violation of the above mentioned requirements or need
for replacement.
•
In case the truck driver notices a damage of the Loading Unit after loading/unloading, the driver is
obliged to inform the Sender/Receiver. The driver shall also include a remark on the Freight
Document in the presence of the Sender/Receiver.
•
Loading Unit Type T100 and T105 (megatrailer) must be provided with hydraulic (liftable) roof and
the truck driver shall lift the roof before starting the loading activity, in case required by the loading
personnel at Sender. It is the truck driver’s responsibility to ensure that the roof is lifted before
starting the unloading process, in case the Loading Unit (megatrailer) is loaded with goods till the
roof.
•
The truck driver must check the quality of the empty Loading Unit (e.g. container) upon collection
and shall only accept Loading Units that meet the above quality standards.
•
In case of Loading Unit Pool the trailer needs to be free from appliances in the rear part (e.g. pallet
box, spare tire, any other add-ons) preventing the use of a safety jack.
•
In case of Loading Unit Pool light weight trailers (light trailer construction) are not allowed to be
placed in the pool or such trailer must be equipped with two landing legs.
4.3 Sealing of the Loading Unit
At loading place:
The Sender of the goods is responsible to seal all full load deliveries and therefore to install and pay the
costs for the initial seal (the exception being Asia Pacific sending in international flows, where the Carrier
provides the bolt-seal at its own cost).
The truck driver needs to secure that the Loading Unit is sealed, the customs cable/cord is tight enough,
and the correct seal number(s) is noted on the Freight Document. In case the truck driver notices a deviation
(i.e. seal number and Freight Documents are not matching), the truck driver must refuse to take over the
Loading Unit and ask for correction.
In case of an Ocean transport (pre-/on-carriage), the truck driver checks that a high security seal is used to
enable efficient customs clearance.
You are responsible to inform the Transport Planning Team in case of any deviations to above mentioned
rules immediately.
At unloading place:
The truck driver shall never break the seal but shall make sure this is done by the Receiver.
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Check after a stop / break:
After each stop truck driver shall always systematically inspect the integrity of the seal and Loading Unit (e.g.
performing the 7-point check: doors; seal; roof; sides; outside; undercarriage; front wall). In case of broken
seals or damages to the Loading Unit, the Carrier needs to inform the local authorities and Transport
Planning Team immediately.
Please note:
•
The truck driver is never allowed to drive without a seal and shall therefore not take over an
unsealed Loading Unit.
•
In case the seal is broken by an authority (e.g. customs or police) due to a roadside inspection, the
truck driver ensures that:
‒
The authority confirms removal of the original seal on the Freight Documents
‒
The authority places a new seal
‒
The authority states the new seal number the Freight Documents
4.4 Supply Chain Security
Supply Chain Security (“SCS”) measures are aimed to secure IKEA supply chain against organized crime,
contraband, narcotics, human trafficking and terrorism.
In case of any Supply Chain Security incident, not only high severity, but also medium and low security
incidents you must inform IKEA immediately. In addition, you must report high severity incidents such as
smuggling of people or contraband goods to the relevant local authorities (e.g. customs, police).
This will enable us together to take effective risk mitigation steps and will help to achieve and maintain high
standards on Supply Chain Security.
What are Supply Chain Security incidents?
•
High severity incidents which potentially affect the IKEA brand or assets (e.g. smuggling of goods,
people, etc.)
•
Medium or low security incidents which do not affect the IKEA brand or assets (e.g. missing seal,
damaged seals and cable/cord, incorrect customs documentation, etc.)
How to work with SCS incidents?
It is important that for high severity incidents you investigate the root causes and initiate corrective and
preventive actions. Repetitive low severity incidents can be summarised as one incident for simplicity.
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How to inform us?
You shall provide us with information on incidents that are discovered by you or a third party and that could
have an impact on IKEA goods and goods flow.
High severity incidents shall be communicated immediately to the relevant local authority (e.g. customs,
•
police, etc.) and latest within 24 hours to the Business Team.
Medium or low security incidents shall be communicated as a summary every 4 months starting from
•
the beginning of the financial year of IKEA to the Business Team, or more frequently, if IKEA considers
it necessary.
Further information on working with Supply Chain Security incidents can be found on the IKEA Web Portal
(the supplier portal), under the section “Doing Business with IKEA/Supply Chain Security”.
Please note:
•
Third persons (e.g. spouse, children or others) or pets may not accompany the truck driver as
passengers or be present inside loading/unloading areas.
•
If requested, truck drivers shall present valid ID document to identify themselves at the gatehouses
before entering the loading/unloading area.
•
Truck drivers must follow the loading and unloading place’s rules and regulations as well as
national laws and regulations.
•
It is strictly forbidden to be under the influence of alcohol and/or drugs (zero tolerance). In any
case, the police or other authorities may be asked to intervene.
•
You may be asked and shall provide, as soon as reasonably possible, vehicle location information
(real time data) upon request.
•
The Carrier is responsible for the cargo at all times between taking over the goods at the loading
place and handing them over to the Receiver at the unloading place. The Loading Unit shall not be
left unsupervised/unhooked outside loading or unloading places.
•
We strongly recommend to park in secured parking spaces for overnight rests, especially in high
risk zones where Supply Chain Security incidents are very common (e.g. Belgium, Netherlands,
United Kingdom, coastal France, border between Serbia and Croatia).
•
As part of the Supply Chain Security compliance process, Carrier shall conduct specific trainings for
its employees to ensure maintaining cargo security and raising truck driver’s awareness on Supply
Chain Security risks.
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4.5 IWAY
IKEA vision is to create a better everyday life for the many people by having a positive impact on people and
the planet. We are convinced that we can do good business while being a good business; which is why we
created IWAY.
The IKEA Way of Purchasing Products, Materials and Services (IWAY) is our supplier code of conduct covering
minimum requirements related to the environment, social and working conditions (including child labour)
and is applied throughout our entire supply chain. IWAY is based on the eight core conventions defined in
the Fundamental Principles of Rights at Work and the Ten Principles of the UN Global Compact. Furthermore,
IKEA recognizes the fundamental principles of human rights, as defined by the “Universal Declaration of
Human Rights”.
Please note that all IKEA suppliers, including Carriers, must at all times be compliant with the IWAY
requirements stated in the IWAY Standard and IWAY Transport Section, as well as all relevant applicable laws
and regulations. You are also responsible for ensuring full legal compliance and adherence to an
appropriate level of IWAY for all IKEA-related services you may outsource to sub-contractors. IKEA may
conduct unannounced spot checks (e.g. regarding the engine type of the truck: truck drivers shall show the
necessary licenses to conduct the checking).
5. The Loading and Unloading Process
This chapter outlines the cornerstones of the loading and unloading process at Senders and Receivers to
secure efficiency, performance, safety and security and communication.
For specific information about the Business Units, please refer to the appendices “Operational Information
EMEA/Americas/Asia Pacific” which state for example relevant specific loading/unloading requirements or
load securing requirements.
5.1 Loading/unloading advice
The booked loading and unloading time specified in the Order must be met.
In the exceptional case that no loading/unloading time is stated in the Order sent by IKEA (system default
00:00 for loading or 23:59 for unloading) and no exceptions are agreed, you must contact the Sender and/or
Receiver of the goods to agree in writing on the time of arrival. This needs to be done Monday to Friday,
between 07:00 and 12:00 (local time at Sender/Receiver), one day prior to the booked loading/unloading day.
Afterwards, please send the agreed date and time to the Transport Planning Team in writing, one day prior
to the booked loading/unloading day.
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Please note:
•
In case of loading/unloading advice, the date indicated in the Order must be respected and only
the time of arrival can be agreed between you and the Sender if not stated in the Order.
5.2 Arrival at the place for loading/unloading
The truck driver must announce his/her arrival at the arrival registration office (or other designated location)
directly upon arrival. The truck driver may be asked to identify him/herself with a valid ID. If the truck driver
needs to enter the building, he/she may also be asked to register at the reception of the unit.
The time of the handover of the Freight Documents will be used as arrival time with regard to performance
measurement.
It is mandatory that the truck driver presents the Shipment number and the receiving unit number in order
to secure correct registration and pick-up at loading.
Please note:
•
Truck drivers shall arrive at loading and unloading place’s sites with enough remaining driving
hours to load/unload and leave the premises.
•
In case of a rescheduling (due to Carrier’s fault) or delay, the Carrier loses the right of the
loading/unloading slot and waiting times may occur. No extra cost can be claimed by the Carrier in
such a case.
•
The truck driver (Carrier) needs to make sure that the correct time of arrival and departure is
registered on the Freight Documents. The Freight Document is the only document accepted by
IKEA as a proof with regard to loading, unloading and performance measurement. In case no date
and time is registered on the Freight Document claims of the Carrier are not accepted.
•
If the Sender or Receiver is a PRT, IMT, EQS or EQL, the Carrier shall send actual arrival date and
time to the Transport Planning Team electronically.
5.3 The loading/unloading process
The truck driver may ask to witness the loading/unloading process by receiving access to the ramp. In case
of denial of the access, the truck driver shall secure that it is recorded on the Freight Document. In repetitive
cases the Service Provider Operations Developer shall be informed by the Carrier.
Upon arrival for unloading:
•
The Receiver breaks the seal;
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Safety requirement to protect the truck driver and loading personnel: The truck driver shall use
•
safety belts (provided by Receiver) for opening the Loading Unit’s doors in order to prevent items
from falling out e.g. which may be leaning against the Loading Unit’s doors;
The truck driver opens the doors and removes the lashing straps/belts.
•
Please note:
•
The truck driver is required to wear safety shoes and high visibility clothing.
•
The truck driver must at all times follow local safety and security regulations and demands.
•
In case the truck driver takes over an already loaded Loading Unit, the truck driver shall make a
visual inspection before departure to ensure safe transportation of the goods.
If the Loading Unit is deemed unsafe the truck driver can refuse collection. In such case the Carrier
•
should contact the Transport Planning Team immediately for further instructions.
If IKEA ordered a full truck load, it is not allowed to load anything other than IKEA goods. If IKEA
•
ordered part load, it is allowed to co-load with other goods, provided that it does not pose any risk
of affecting the IKEA goods (e.g. damages, smell, humidity).
In case of pre-carriage and short-sea transport the Sender of the goods (loading place) provides
•
Verified Gross Mass (VGM) information which will be made available to the Carrier through the
Transporeon platform.
5.4 Free time for loading and unloading
The following free times for loading and unloading (including issuing export/import documents) apply for
Loading Units accompanied by a truck driver (live loadings):
FTL or FCL
LTL or LCL
(including co-loads and milk-runs)
EMEA
3 hours
1.5 hours
Asia Pacific
4 hours
1.5 hours
North America
2 hours
1.5 hours
Russia:
•
Shipments from Russia to all countries: 48 hours free for loading and customs clearance in Russia; 24
hours free for unloading and customs clearance in the receiving country.
•
Shipments from all countries to Russia: 24 hours free for loading and customs clearance in the sender
country; 48 hours free for customs clearance and unloading in Russia.
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Further exceptions are stated in the appendices “Operational Information EMEA/Americas/Asia Pacific”.
Please note:
•
Free time starts from the loading/unloading slot time in case the truck driver was on time.
•
Free time is not applicable in case of late arrival.
•
If the Sender/Receiver exceeded the agreed loading/unloading time, the IKEA Non-Conformity
process applies (see chapter 10.1).
6. Loading Unit Pool / Drop & Pick solution
At specific Senders and Receivers IKEA has the possibility and the need to utilize Loading Unit Pools or Drop
& Pick solutions. These practices allow the Carrier and IKEA to work together to achieve the mutual goals:
making the loading and unloading process more efficient (without a truck driver being present) and ensure
on-time loadings and deliveries.
6.1 Definitions
Loading Unit Pool:
A number of empty Loading Units dropped at Sender’s or loaded Loading Units at Receiver’s location to
ensure efficient loading and unloading activities.
Drop & Pick solution at Sender:
The first empty Loading Unit needs to be dropped at the Sender. After the Loading Unit is loaded, the truck
driver arrives at the Sender with an empty Loading Unit, picks up the loaded Loading Unit and leaves the
empty one for the next loading.
This cyclical process ensures that there are always available Loading Units to be loaded, making the entire
loading process more efficient and further streamline the supply chain.
Drop & Pick solution at Receiver:
The first loaded Loading Unit needs to be dropped at the Receiver (latest at the slot time for unloading).
After the Loading Unit is unloaded, the truck driver arrives at the Receiver with a loaded Loading Unit, picks
up the empty Loading Unit and leaves the loaded one for the next unloading. This cyclical process ensures
that there are always available Loading Units to be unloaded, making the entire unloading process more
efficient and further streamline the supply chain.
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Drop-off time for Loading Unit Pool at Sender:
Carrier and SPOD agree on times when the empty Loading Unit needs to be positioned at the Sender’s
premises for Loading Unit Pool (based on Sender’s preference). The agreed drop-off time is the latest time
when the empty Loading Unit has to be positioned at the Sender and is considered as latest arrival time for
measuring the Loading Unit Pool fulfilment.
Cut-off time for Loading Unit Pool at Sender:
Carrier and SPOD agree on times when the loaded Loading Unit is ready and can be picked up (based on
the lead time). This timeframe is named “cut-off time” and will be communicated separately for each
individual set-up during the Loading Unit Pool implementation process in the “Loading Unit Pool
Requirements” document provided by IKEA to the Carrier.
Cut-off time for Loading Unit Pool at Receiver:
Carrier and SPOD agree on times when the empty Loading Unit is unloaded and can be picked up. This
timeframe is named “cut-off time” and will be communicated separately for each individual set-up during
the Loading Unit Pool implementation process in the “Loading Unit Pool Requirements” document provided
by IKEA to the Carrier.
6.2 Number of Loading Units and follow up
The needed number of Loading Units for the Pool and Drop & Pick solution shall be defined individually for
each set-up during the Loading Unit Pool implementation process and recorded on the “Loading Unit Pool
Requirements” document. The Carrier shall secure and follow up the daily availability of the Loading Units
and provide report to the responsible Service Provider Operations Developer promptly upon request.
The base for the pool calculation is a Mid Term Plan (“MTP”) on route level. With every new MTP the number
of Loading Units for pool will be revised by the SPOD, and if needed, communicated to the Carrier. MTP is a
forecast, i.e. it is non-binding and shall not be considered as a commitment. The pool calculation factor for
each Sender/Receiver can be found in the appendices “Operational Information EMEA/Americas/Asia
Pacific”.
The pool calculation is performed as follows:
Number of Loading Units for pool =
Weekly number of shipments (MTP) average of min. 25 weeks
𝐗 pool factor
Sender/Receiver working days
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6.3 Order procedure
The Orders will be sent according to the Order routines mentioned in chapter 3. In case of exceptions, those
will be defined in the “Loading Unit Pool Requirements” document.
6.4 Characteristics
The specific characteristics for Loading Unit Pool are defined in the “Loading Unit Pool Requirements”
document provided by IKEA to the Carrier. Those characteristics include (but are not limited to):
•
Drop-off time: time of positioning the Loading Units
•
Cut-off time: time when the Loading Unit is ready to be picked up
•
Pool calculation
•
Sender/Receiver’s operational requirements for Loading Unit Pool and Drop & Pick solution
•
Sender/Receiver’s opening/working times related to Loading Unit Pool and Drop & Pick solution
•
Shunting details
6.5 Responsibilities
The Sender or Receiver respectively checks the Loading Unit after arrival (see chapter 4.2). The Carrier needs
to ensure that the Loading Unit is checked by the truck driver prior to leaving the Sender or Receiver to
secure that no external damage has occurred during loading. IKEA will refuse any claim concerning the
external integrity of the Loading Unit if the above steps are not fulfilled. If discrepancies are detected in this
process, both Sender or Receiver respectively and Transport Planning Team, and also, if necessary, the
Service Provider Operations Developer shall be informed immediately by the Carrier, and the Loading Unit
shall not leave the Sender or Receiver’s premises until further instructions are received.
6.6 Documentation and registration
When dropping off the empty Loading Unit at the Sender:
Senders are registering the actual arrival time for drop-off of the Loading Unit for Pool or Drop & Pick
solution. The Carrier shall ensure that, latest at the agreed drop-off time, the agreed number of Loading
Units are available at Sender’s premises. This deadline, in combination with the defined number of Loading
Units for Pool, is used for following up the Loading Unit Pool fulfilment performance. The truck driver needs
to make sure that the correct time of arrival is registered on the check-in/check-out protocol.
When dropping off the loaded Loading Unit at the Receiver:
The slot time for unloading mentioned in the Order needs to be followed and the loaded Loading Unit shall
be dropped off latest at the slot time for unloading. Receivers are registering the actual arrival time which
is used in IKEA performance reports when measuring arrival precision.
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When picking up the loaded Loading Unit at the Sender:
The truck driver and the Sender shall know the Shipment number, destination and Loading Unit ID that shall
be picked up from the Sender’s premises after the cut-off time (as defined in chapter 6.1.), in order to avoid
misunderstandings.
The truck driver is only allowed to pick up a Loading Unit if all necessary documents are handed over by the
Sender. Senders are registering the actual time of departure. The truck driver needs to make sure that the
correct time of departure is recorded on the Freight Document (e.g. CMR).
A loaded Loading Unit can be picked up after the cut-off time (as defined in chapter 6.1.). There are no time
limitations in picking up the Loading Unit as long as the Carrier is respecting the unloading slot at the
destination mentioned in the Order.
Please note:
•
The Carrier shall provide (if requested) beforehand blank CMR’s to the Sender in order to cover
future loadings.
•
Original documents of the Loading Unit shall be handed over to the Sender’s representatives (if
requested).
•
In case of Loading Unit Pool the trailer needs to be free from appliances in the rear part (e.g. pallet
box, spare tire, any other add-ons) preventing the use of a safety jack.
•
In case of Loading Unit Pool light weight trailers (light trailer construction) are not allowed to be
placed in the pool due to safety reasons. Exceptionally, light weight trailers with two additional rear
landing legs can be accepted.
7. The Freight and Shipping Documents
CMR, Waybill, Bill of Lading, Sea Way Bill and Air Way Bill are accepted Freight Documents by IKEA. The
Shipping Documents are the necessary documents (if applicable), which accompany the goods, e.g. packing
list, consignment note, invoice, etc.
The truck driver shall always make sure to receive the Freight and Shipping Documents from the Sender of
the goods, secure that all necessary details are recorded correctly (incl. registration of arrival and departure),
and hand them over to the Receiver.
8. Customs
In case the custom clearance related documents are handed over to the Carrier together with the Shipping
and Freight Documents, the truck driver must hand them over to the Receiver.
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The Carrier is responsible to follow applicable customs legislation (including timely and complete pre-arrival
notifications to customs authorities) and any specifics regarding export and import noted in the appendix
“IKEA Customs Information”.
9. How does IKEA measure Carrier performance?
To secure availability and high service performance, IKEA uses the following key performance indicators:
9.1 Arrival Precision - Loading and Unloading
High arrival precision at loading and unloading secures a seamless and efficient production in our supply
chain and supports our products’ availability to the customers.
Therefore, arrival precision is measured on minute level and an average minimum service level of 95% on
time for loading and unloading is required by IKEA. This means to have a high focus on precision and to
instruct truck drivers accordingly: one minute delay will negatively impact the performance. The latest
planned date and time of the Order will be the base for the measurement.
Senders and Receivers are registering actual arrival and departure. These actual times are used in IKEA
performance reports when measuring arrival precision. Every Tuesday (or first working day after in case of
bank holiday), IKEA will provide by email the weekly Carrier performance report, containing the shipments
executed during the previous week. Should you notice any discrepancy between the times in the report and
what has been recorded on the Freight Documents, please inform the relevant SPOD as soon as possible or
latest on the 15th day of next month (or previous working day in case of weekend/bank holiday) - e.g. weekly
corrections for January are accepted until the 15th of February. Requests for corrections must always be
accompanied by the respective Freight Documents, otherwise requests will not be considered by IKEA.
On the 20th (or first working day after in case of weekend/bank holiday), IKEA will provide by email the
monthly Carrier performance report for the previous month. These are the official/final performance results,
including already the requested corrections (if proven by the Freight Documents).
9.2 Cancellation and Rescheduling
An Order, exceptionally (and subject always to the terms of the Frame Agreement), may be cancelled or
rescheduled due to different causes.
IKEA measures Orders cancelled by the Carrier and compares them with the total number of Orders sent.
Refused Orders are treated as cancelled shipments and negatively impact the cancellation share. It is
expected that the Carrier maintains a cancellation share ≤1%.
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IKEA measures Orders rescheduled by the Carrier and compares them with the total number of executed
shipments. Any amendment to the original planned arrival date and/or time requested by the Carrier is
measured as a rescheduling and negatively impacts the rescheduling share. It is expected that the Carrier
maintains a rescheduling share ≤3%.
IKEA will also share the cancellation and rescheduling share results in the weekly and monthly Carrier
performance reports.
9.3 Loading Unit quality
You are responsible to secure that all deliveries are performed in accordance with the Loading Unit Type
stated in the Order and in acceptable condition as stated in chapter 4.2.
Deviations reported by the Senders and Receivers to the Transport Planning Team will be flagged as a
Loading Unit deviation and will negatively impact the performance. It is expected that the Carrier maintains
a Loading Unit quality of 100% (zero tolerance).
IKEA will also share the Loading Unit quality results on the weekly and monthly Carrier performance reports.
9.4 Quality deviations of goods
Quality deviations are discrepancies as over- and under-delivery, damaged articles and non-conformities
with regard to e.g. handling material, loading ledges, unit load labels quality and unit load as such caused
due to the fault of the Carrier.
IKEA measures the number of reported deviations in comparison to the total amount of shipments. It is
expected that the Carrier maintains the number of quality deviations lower than 10 deviations per 1.000
shipments and the pending quality claims shall be settled within 45 days. The Business Team will share and
discuss the results with the Carrier on a regular basis.
Please note:
•
The Freight Document is the only document accepted by IKEA as a proof with regard to precision
measurement. Therefore, the truck driver shall make sure that the correct time of arrival and
departure is registered on the Freight Documents.
•
Traffic jam or Loading Unit issues (e.g. engine problem, flat tire) are not accepted by IKEA as an
excuse for a delay.
•
Delays caused by Force Majeure events may be excused in case you can prove such events were
unforeseeable, unavoidable and external to the Carrier (e.g. fire, war, seizure, insurrection, military
mobilization) – as defined in the Frame Agreement.
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10. Extra costs and quality claims
10.1 The IKEA Non-Conformity process
In case of extra costs, which are not included in the freight rate and occurred due to inefficiencies or
exceptions in the supply chain, you can issue a Non-Conformity Advise (“NCA”) using the Non-Conformity
Advice template, appendix to this handbook. Examples for extra costs are cases where the contractually
agreed waiting times or rescheduling/cancellation deadlines are exceeded.
Below process chart shows the steps and responsibilities within the NCA handling process.
Figure 1: "Non-Conformity Advice" process
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Please note:
•
The IKEA Non-Conformity process applies only under the following condition:
‒
The Carrier arrived on the originally booked date and time of arrival as stated in the Order (i.e.
Order was not rescheduled and the Carrier arrived on time)
•
The Non-Conformity Advice (NCA) template is the only accepted document (appendix to this Carrier
Handbook).
•
The waiting time costs (detention) are calculated on minute level (e.g.: waiting time 72 minutes; 72
minutes may be paid).
•
For efficient NCA handling, please always state “NCA” and the full Shipment number in the subject
of the email (e.g. NCA 003-DSO-S1234567).
•
In case the Transport Planning Team requests any corrections or additional evidence documents,
these shall be submitted to IKEA within 2 working days (e.g. in case of customs scanning, the
request of the customs authority is needed).
•
The NCA shall be sent to the Transport Planning Team. For simplification and fast handling of the
case, please use the common NCA mailboxes specified in the “IKEA Transport Planning Team
contact list”.
•
If the NCA is not provided within the specified deadline IKEA rejects the claim.
•
In case of waiting time costs: the truck driver needs to make sure that the correct time of arrival
and departure is registered on the Freight Documents. The Freight Document is the only
underlying document accepted by IKEA as proof with regard to loading, unloading and
performance measurement. In case no date and time is registered on the Freight Document claims
of the Carrier will not be accepted.
•
If SBI is the agreed invoicing method, it is not possible to issue any manual invoice.
10.2 Handling of claims
The IKEA Quality Support Centre functions (“QSC”) handle all reported supply quality deviations. The relevant
QSC will contact the Carrier in case of a deviation like damages of the goods or losses by issuing a
preliminary Buyer Claim. After the case evaluation, QSC will issue a supply quality claim on behalf of IKEA to
which the Carrier shall reply within 5 days using the template in figure 3 below.
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Figure 2: Template of a Claim Reply
Please note:
•
Always use the “Claim Reply” template (shown in figure 3) to revert. An email saying “Claim
accepted” is not sufficient.
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11. Advanced Shipment Visibility
Digitalisation is a dominant topic in discussions about the future of supply chains. Technology can support
us in providing data in order to enable greater trust, better communication, and enhanced efficiency across
the organisation. One of the most fundamental requirements is the visibility of shipments in real time which
has become an industry standard for a good reason.
Our goal is to provide all stakeholders with better visibility into the status of shipments. To achieve this goal,
IKEA has decided to engage the company “project44” (when it comes to shipments loaded/unloaded in EMEA
and Americas) that supports IKEA to integrate the real time GPS data into the IKEA system landscape.
In case you are not connected yet, you will receive an email with an invitation to register your company on
the Network Management Centre platform of project44.
Please connect your fleet (and your subcontractor’s fleet if applicable) to this platform so we can receive the
GPS data of your vehicles through the telematics interfaces. After registering on the platform, the project44
team will contact you to support you in the process of integrating your GPS account.
We kindly ask for your cooperation in this process, and for providing all necessary information to the
project44 team in order to integrate your GPS account as soon as possible.
All Orders shall be provided with real time transportation and tracking data (GPS position ping min. every
15 minutes).
Please note that since the project44 platform is not operated by IKEA, you as the Carrier are solely
responsible to secure a right to use it directly with the project44 platform operator. The Carrier uses the
project44 platform at its own risk and cost and IKEA does not take any responsibility for it.
Please note:
•
Once registered and fully integrated, your GPS data will be shared with IKEA only when performing
transport services for IKEA based on a valid Transport Agreement.
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12. Glossary
This chapter explains abbreviations and IKEA terms used in this handbook and its appendices and others
frequently used when working with IKEA.
Term
Description
Buyer Claim
Supply quality claim issued by the QSC.
In the Frame Agreement, the Carrier is referred to as “Service Provider”. For
Carrier
simplicity, this document refers to “Carrier” as synonym. For the avoidance of
doubt, any reference to (truck) driver or “you” shall mean the Service Provider.
CNS
Cargo Network Services.
System used by IKEA to, besides others, create and book shipments.
CP
Business Unit Type: Consolidation Point.
Direct Flow
Generally refers to shipments from IKEA suppliers to IKEA stores.
DT/DC
Business Unit Type: Distribution Terminal/Distribution Centre.
EMEA
Europe and Middle East: all shipments booked by Supply Chain Operations in
EMEA
ETA
Estimated Time of Arrival.
EQL
Business Unit Type: Equipment Re-Loading.
EQS
Business Unit Type: Equipment Storage Point.
IMT
Business Unit Type: Intermodal Terminal.
Inbound Flow
Generally refers to shipments from IKEA suppliers to IKEA warehouses (DCs).
IKEA
ITM
For the purpose of this document only “IKEA” shall mean the “Buying Company”
as defined in the Frame Agreement.
IKEA Transport Management.
System used by IKEA to, besides others, create and book shipments.
Loading Unit
Means a trailer, container or related equipment used for transport services.
Loading Unit ID
Container number / trailer number equivalent.
The Monitoring Centre is a unit taking care of passive freight monitoring in
Monitoring Centre
EMEA to secure accurate transport execution outside of the Transport Planning
Team’s working hours.
NCA
Non-Conformity Advice.
NoA
Notification of Arrival.
Order
An Order for transport services (as defined in the Frame Agreement) containing
i.a. Sender-Receiver details and other transport details.
Outbound Flow
Generally refers to shipments from IKEA warehouses (DCs) to IKEA Stores.
POD
Port of Discharge.
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POL
Port of Loading.
PRT
Business Unit Type: Port.
QSC
Quality Support Centre.
Receiver
Means the physical receiver of the goods.
SBI
Self-billing invoice. Most frequently used invoice method.
Sender
Means the physical sender of the goods.
Unique identification number issued by IKEA for each individual shipment. In the
Shipment number
Transporeon platform the Shipment number is often referred to as “Transport
No”.
SOP
Standard Operational Procedures. Appendix to the Frame Agreement.
SUP
Business Unit Type: Supplier.
STO
Business Unit Type: Store.
SWB
Sea Way Bill.
13. Appendices
•
Operational Information EMEA: Includes information for EMEA about, a) IKEA business units location,
opening times for loading/unloading, Loading Units, etc.; b) exceptions regarding free time for
loading/unloading; c) exceptions regarding time of Order.
•
Operational Information Americas: Includes information for Americas about, a) IKEA business units
location, opening times for loading/unloading, Loading Units, etc.; b) exceptions regarding free time for
loading/unloading; c) exceptions regarding time of Order.
•
Operational Information Asia Pacific: Includes information for Asia Pacific about, a) IKEA business
units location, opening times for loading/unloading, Loading Units, etc.; b) exceptions regarding free
time for loading/unloading; c) exceptions regarding time of Order.
•
Transport Planning Team contact list: Here you find all contacts (email & phone) to our transport
planning teams worldwide and respective office hours
•
IKEA Customs Information: Includes all relevant information additional to applicable local customs
legislation to be respected.
•
Non-Conformity Advice (NCA) template: Please use this template for the NCA process described in
chapter 10.1.
•
SWB global contact list: Here you find your relevant contacts for Notification of Arrival (NoA).
•
IKEA Requirements for Loading Units: Here you find the Loading Unit Types and minimum
requirements.
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