Delivery reliability; there hardly is a company that is not measuring this in one way or another. After all, we all want and need to be customer-oriented, right? Measuring our delivery reliability should enable us to check the achievement of our objectives and taking the proper improvement actions if required.
But this does mean that our measurement should be done thoughtfully. It should represent what we want to achieve and lead to the right, relevant actions. Unfortunately, we don’t often even exactly know what it is what we measure let alone whether this reflects well what our customer is expecting from us. Our measurement may even lead to totally undesirable behavior if we don’t watch out. (more…)