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25 Need-To-Know Key Performance Indicators by Bernard Marr

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Chapter 18

Delivery in full, on time (DIFOT) rate

  • Why: To better understand your supply performance
  • What: To measure how well you fulfil orders and meet customer expectations
  • When: When order fulfilment matters
  • The question this indicator helps you to answer: to what extent are our customers getting what they want at the time they want it?

Why does this KPI matter?

Delivery reliability is an important performance criterion that matters to customers and businesses alike. As consumers we all live ever-busier lives and expect to receive our orders in full at the time we specify. Not doing so can seriously impact customer satisfaction. However, delivering on time can be even more critical when supplying businesses that run just-in-time supply ...

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