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 …