Measuring Service Level (Delivery Performance Indicators) - Clothing Distributor

[milan72]

Hello everybody. I work in a company that distributes men's cloting. I want to measure service level, that is the number of shipments the customer gets on time against the total number of shipments . The tranportation company we use could send us the reports on the actual delivery dates so that we know the exact day customers get their products. However because tranportation send reports after their routes are finished, we recieve those reports about a week after the delivery date.

We have weekly performance indicators meetings. But the indicator on Service Level would show not information from the current week, but that of previous weeks due to tranportation delay of info. Many of my colleagues are against using this indicator because it wouldn't show current info, but I rather have delayed info on customer satisfaction than nothing at all.

I'm unexperienced when it comes to indicators. Do you think we should only use indicators that show current info? Or would it be okay to show service levels even though we'd know that information is from past weeks?

I'd appreciate comments. Thanks in advance

[Duke Okes]

It's "past" performance data in any case, whether it's this week or last. It is a measure of results.

What would you do based on the data, and how critical is timing for that? Assuming it's aggregated data you're likely to look at what system failures led to any deterioration in performance, so I doubt that timing is critical.

You're likely to hear directly from customers if it is critical and needs immediate attention.