MEASURING SERVICE

finding a comprehensive measure to effectively assess logistics customer service performance is quite difficult, considering the many dimensions of service to customers. total order-cycle time and its variability are probably the best single measures of logistics customer service since they embody so many of the variables that are considered important of customers. it can be represented statistically by mean and standard deviations, or alternatively as a percent of orders meeting target order cycle times.

customer service may be mersure in term of each logistics activity include the following :


ORDER ENTRY

• minimum, maximum and average time for order handling 

• percent of order handle within target times

• order processing with the target time

 ORDER DOCUMENTATION ACCURACY

• percent of order document with errors

TRANSPORTATION 

• percent of deliveries on time 

• percent of prder delivered by customer request date

• damage and loss claims as a percent of frieght costs

INVENTORY AND PRODUCT AVAILABILITY

• stockout percentage 

• percent of order filled completed

• order filling rate and weighted average fill rate 

• average percent of item on backorder

• item fill rate

• order by customer must be accurancy

PRODUCT DAMAGE

• number of return to total order 

• value of return to total sales

PRODUCTION/WAREHOUSING PROCESSING TIME

• minimum, maximum and average time to process order