Measuring Service Level: There’s More Than One Way to Skin a Cat

Several years ago I was in a cash-to-cash review meeting with the CFO of Pfizer, and he made the comment that, “rarely does one metric tell the full story about performance.” This is especially true for customer service where there are many different ways to measure the effectiveness of your supply chain.

But with many metrics (and variations) out there – One-time in-full (OTIF), Fill Rate, Line fill, On-Time to Promise, etc. – what metrics should you be tracking?

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