The single most accurate indicator of shipment; the measure that best aligns with customer perception.
Compliance rate
The portion of the ordered quantity that can be fulfilled
The effectiveness of inventory policy and planning.
Excellent order rate.
Orders delivered on time, complete, undamaged, and with correct documentation.
A composite measure of end-to-end quality.
Order turnaround time
Total time from order to delivery
Competitive speed and customer expectations.
Accuracy of summation
Percentage of pens collected without errors.
The biggest source of returns and complaints
Vehicle occupancy rate
Weight and volume capacity used
The main leverage of transportation costs.
Cost per delivery
The total cost of a delivery
Small order and regional profitability decisions.
Waiting time
The time the vehicle spent at the facility
Carrier cost and capacity loss
Damage and deficiency rate
Percentage of defective items identified upon delivery.
Packaging and handling quality
Return rate and reasons
Returned order rate and distribution
The richest input for process improvement
Goods dispatch – invoice period
Days between shipment and billing
Direct impact on cash conversion time.
Freight invoice discrepancy
Difference between expected and billed freight.
Detection of uncontrolled payment
Emissions per shipment
Carbon emissions from transportation
Customer request and reporting obligations
The most common error in measurement.
The on-time delivery rate is measured relative to the last updated date . The delivery date is revised as delays occur, and eventually, it is counted as "delivered on the new date." This measurement overestimates performance and masks the need for improvement.
Accurate measurement is done by comparing it to the initial promise made to the customer. Revisions are tracked as a separate indicator: how many orders were delayed, how many times, and by how many days?