Performance Metrics |
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| Service | Target Level | Notification Requirements | Frequency of Obervation | Procedures |
|---|---|---|---|---|
| Turnaround Time | 60% same day 39% within 24 hours - 1% within 2 days* | When not performing target level. | Daily | Monitored to shipping manifest through online reports |
| Keying/Order Entry Accuracy | 98% accurate | When return results indicate problem | Monthly* | Return errors due to keying - undeliverable packages. Returns report |
| Pick, Pack, & Ship Accuracy | 99.5% accurate | Any time more than random error | Daily | Picker never packs, thus giving us a second set of eyes. QC supervisor checks random packages every 15 minutes, online reports |
| Billing Accuracy | 100% accurate | Any error incorrect | Monthly* | QC checks by Accounting dept. and Account Manager, Online report |
| Computer to Physical Inventory -- Counts/Accuracy | 99% accurate | Cycle Count on active items investigation. Discrepancy report to client | Weekly | Cycle counts & annual physical inventory are checks, online Reports |
| Verification of Weight/Postage Costs | Scales are claibrated weekly Best shipping methods | Any time a change occurs | Monthly | Shipping methods/rates are monitored all the time |
| Timelines of Crediting Returns | 24-48 hours | When not meeting standard | Daily | checks online report |
| *This time-frame relates to problem orders only | *Daily if problem noted from phone customer service | |||