Legally, with the right shipment terms, "delivery" takes place when the supplier puts in on the truck. Like you said, after that who know. But we frequently get "blamed" because trucks can't get the shipment there, even given enough time. Luckily, we are able to track it and when the complaint comes, we say "talk to your logistics people, they are using the cheapest truck they can find." Doesn't help our "score" though.
Well you have two metrics in conflict -- yours which says we met what we said even with the notification. And theirs which says when the computers says it's due, it's due. As Johnny said, easiest thing is to fix the glitch and extend the lead time. Second would be not to confirm delivery until you know -- which you might want to speed that process up if possible.
Of course it's offset by customer's completely unreasonable demands that they needed it yesterday, at a lower price and better quality.
IF the customer is actually doing that. We have heard from the OP of the actions of his organization but not of the Customer…some Customers are in fact ordering to a lean line and counting on the delivery date…Of course it's offset by customer's completely unreasonable demands that they needed it yesterday, at a lower price and better quality.
I recalled this hilarious video, of an unreasonable customer who wants his widgets now.
That's good. very true
