Question

In one paragraph, list the customer-focused performance metrics that indicate quality of distribution service, then link them to the internal metrics that the supplier would use to meet the specific customer metric goals.  Answer in one paragraph; grading will be done via the Discussion Question Rubric.

Answer 1

The some of the customer-focused performance metrics are Call volume, Delivery time, item fill rate, perfect order, and query resolution rate. The internal metrics that can be used to link to these customer-focused performance metrics are asset utilization rate, defect rate, stock levels, and wait time. The call volume can be linked to wait time because the customer calls will be checked for the wait time they had and how satisfied they are with that. The delivery time can be linked to asset utilization rate because the delivery person will need to make use of the resources and make sure that the customers get the product on time. The item fill rate can be linked to stock levels because when the stock levels are low the item fill rate should be high to maintain the balance. The perfect order can be linked to defect rate because when the order is perfect the defect rate will be low and it represents a good business practice. The query resolution time can be linked to both defect rate and wait time. The queries will be less when the defect rate is low and a low wait time means a good query resolution time.