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Our key measure of service is describes as OTIF, or On Time In Full. Every product leaving the factory is monitored to ensure it is delivered on the day required.
Our measures here are very strict. As we do not send incomplete orders, if for example one unit from a conservatory set is not ready, the full order is ‘pulled’ and therefore 20 units are registered as late rather than just the one.
Similar to product quality, whilst general performance is excellent, there are a few one off issues which show as ‘troughs’ in the graph and have dragged the overall performance down. The three major issues apparent below are related to a summer furnace breakdown (albeit even in a two day breakdown performance was maintained above 96%!), a non delivery of a bought in 250 unit contract and in December a full order of 315 pieces of single toughened failed delivery due to a raw material shortage. These instances are not hidden as ‘exceptions’, but included in our overall numbers for the year.
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