Description: The actual performance for the customer invoice accuracy rate. (To be accurate the invoice must list the correct items ordered and delivered. The invoice must also have the correct pricing as negotiated between supplier and customer.)

Description: The average lead time for all orders is from receipt of customer order to delivery to locally based customers (order cycle).

Description: The total number of error free orders divided by the total number of customer orders.

Description: In full LINE fill rate. Delivery of what was ordered in full by lines. Two lines (3 units short, 2 units from one line and 1 unit from the other line) not delivered in full from an order of 10 lines (100 units) = 80% [8/10] service level. Usually lines delivered in full are less than units delivered in full.

Description: The on time component for customer orders (i.e. percentage of orders delivered on time)

Description: The actual performance for the number of customer claims as a percentage of total customer orders despatched. (Number of orders subject to claims divided by total number of orders despatched.)

Description: The incidence of product returns is as a percentage of total customer orders (Number of orders where there were product returns divided by total number of orders despatched).

Description: The actual performance for the number of damaged products delivered to customers as a percentage of total orders. (Number of orders delivered with damaged product divided by total number of orders despatched.)