Separating Warehouse Performance from Customer OTIF

Client: Multi-site timber and building-products distributor

The distributor was measured by a major customer on the proportion of order lines shipped in full and on time. It needed to validate that result and understand how much of it was attributable to warehouse performance.

What we found

The external measure combined several parts of the order journey. It did not show whether a service issue arose in the warehouse or elsewhere in the customer promise.

The calculation also needed to account for when the warehouse first received the order, working days and partial fulfilment.

What we did

We agreed a clear measurement method and built it into the business’s existing reporting platform.

The solution captured when each order first reached the warehouse, allowed for weekends and public holidays, distinguished full and partial fulfilment, and separately measured warehouse and overall customer performance.

Results were retained daily and presented through Power BI.

Outcome

The business gained a consistent, auditable view of service performance. It could validate the result reported by its customer, identify the warehouse’s contribution and track improvement over time.