Customer relationship is heavily influenced by customer delivery performance i.e. constantly measure your delivery performance.
Usual measurement is actual delivery date versus customer requested date … and usually also against the promised supply date.
Good on time delivery also means you managed to get your revenue in time.
A typical way to bucket performance is by major performance …
- Early … shipment or docking was done too early. This can cause space or finance issues.
- On Time … the ultimate customer satisfaction.
- Late … which can cause severe customer production issues and / or claims.
What is typically being measured …
- Actual delivery date compared to the customer requested delivery date (CRSD)
- Actual delivery data compared to the manufacturer re-scheduled delivery date (MRSD)
What are the usual metrics …
- Most used is measuring number of shipments or deliveries.
- Sometimes, measurement of number of products delivered is being used.
- Financially, measurement can be value of the products delivered … a typical internally focussed measurement as it detects optimization of company finance. Good delivery is also good cash flow 🙂
Some examples of graphs …