KPI No KPI Description of KPI s as per
contract TARGET
BRUT CORRIGÉ BRUT CORRIGÉ BRUT CORRIGÉ BRUT CORRIGÉ BRUT CORRIGÉ BRUT CORRIGÉ BRUT CORRIGÉ BRUT CORRIGÉ BRUT CORRIGÉ
0 INBOUND Inbound performance 97% 88,24% 98,04% 97,37% 100,00% 100,00% 100,00% 100,00% 100,00% 100,00% 100,00% 95,56% 100,00% 100,00% 100,00% 100,00% 100,00% 93,55% 96,77%
RETURNS
1 Returns – on time
Processed on time (within the window – 3 days ) (5 days for big quantities +20000 pièces)
97% 98,98% 99,71% 97,53% 98,32% 99,69% 99,69% 100,00% 100,00% 100,00% 100,00% 100,00% 100,00% 100,00% 100,00% 99,87% 99,87% 100,00% 100,00%
2 Returns – reworking Reworks ( 10 working days ) 97% 69,01% 87,32% 82,64% 100,00% 80,00% 98,75% 79,41% 95,59% 97,73% 100,00% 76,19% 99,57% 85,71% 100,00% 53,40% 100,00% 42,03% 86,23%
OUTBOUND
3,1 On time accuracy -new release Shipped on time NR 97% 99,51% 100,00% 99,45% 100,00% 99,71% 100,00% 99,92% 99,94% 99,85% 100,00% 97,13% 100,00% 100,00% 100,00% 100,00% 100,00% 99,90% 100,00%
3,2 On time accuracy – back catalogue Shipped on time BC 97% 93,20% 99,89% 90,18% 98,02% 97,56% 100,00% 98,04% 100,00% 97,80% 100,00% 90,57% 100,00% 98,29% 100,00% 98,46% 100,00% 97,67% 99,97%
3,3 In full accuracy Packed/shipped in full 99,64% 99,64% 99,84% 99,91% 99,77% 99,84% 99,68% 99,71% 99,86% 99,86% 99,44% 99,44% 99,91% 99,91% 99,45% 99,65% 95,18% 99,10%
QUALITY
5 Pickers accuracy ** % of orders before packing – with no defects when picking 97% 99,78% 98,71% 99,58% 99,82% 99,95% 99,78% 99,05% 99,68% 99,20%
6 Shrinkage rate
% number of units damaged and debited / number of unit in stock
0,03% 0,01% 0,0034% 0,0080% 0,0013% 0,00456% 0,00598% 0,004% 0,0070% 0,0124% 0,0274% 0,0010% 0,0220%
7 Customer satisfaction
% claims received/ cde dispatched and return received (all claims / DHL claims)
97% 99,90% 99,90% 99,98% 100,00% 99,308% 99,607% 99,777% 99,882% 98,956% 99,76% 99,405% 99,84% 99,537% 99,97% 99,691% 99,95% 99,594% 99,88%
7A Claims- on time
Processed on time (within the window – 3 days in the month/ 5 days Out )
95% 77,42% 50,00% 33,333% 33,33% 66,67% 87,76% 100,00% 100,00% 100,00% 97,06% 100,00%
BC UNIT PER MAN/HOUR 180 219 297 162 201 231 218 269 249 156
NR UNIT PER MAN/ HOUR 358 297 379 395 286 304 289 183 172 221
RETURN UNIT PER
MAN/HOUR 140 131 137 161 167 160 172 172 178 134
GLOBAL UNIT PER/MAN/HOUR 250 235 331 273 258 283 267 218 212 195
Staff follow-up
% of lost hours due to sickness (include national average of industry)
3,56% 3,45% 5,92% 2,89% 7,82% 15,73% 14,61% 9,10% 12,19%
9 5S % rating from 5’s 85% 86,00% 88% 84,00% 82,00% 88,00% 92,00% 90,00% 92,00% 90,00%
10 IT availability informatic Technology availablility in DHL area 97% 100,00% 97,08% 100,00% 99,78% 100,00% 100,00% 100,00% 100,00% 100,00%
STOCK
MANAGEMENT
Number of unit adjusted credited 1064 762 476 110 22 540 524 889 345 100
number of unit adjusted debited 1329 295 329 560 45 253 613 984 773 100
% Of units accurate taken from P.I. Cycle Counting. 97% 95,15% 99,93% 99,95% 99,999% 99,99% 99,95% 99,93% 99,84% 99,89%
11,2 Inventory accuracy
LOCATIONS
% Of locations accurate taken from P.I. Cycle Counting. 97% 99,88% 96,68% 98,12% 98,22% 98,20% 97,64% 97,04% 95,16% 97,79%
Storage capacity
Number of equivalent 80*120 pallets unit in the storage (rate card=6500)
84,84% 87% 82,69% 89,12% 81,37% 76,58% 80,63% 88,02% 105,83%
JULY AUGUST SEPTEMBER JUNE MAY
Inventory accuracy
UNIT
Productivity
MARCH
11,1
FEBRUARY
8
JANUARY APRIL