Service Quality Dashboard
Monitor 5-star service drivers and profitability metrics
Overall Service Quality Score
Target: 4.5/5
Current: 4.2/5
4.2
Overall Score
Stock Out Rate
% of items out of stock when ordered
3.2%
0.5%
vs last period
Target: ≤ 2.0%
YTD Avg: 2.8%
Target
Timely Feedback
% of inquiries responded within contract terms
92.5%
1.2%
vs last period
Target: ≥ 95.0%
YTD Avg: 91.8%
Target
Order Pick Accuracy
% of orders picked correctly
98.7%
0.3%
vs last period
Target: ≥ 99.0%
YTD Avg: 98.5%
Target
Items Below Minimum
Total SKUs below minimum threshold
42
8
vs last period
Target: ≤ 25
YTD Avg: 35
PR to PO Conversion
% of PRs converted to POs within terms
87.3%
2.1%
vs last period
Target: ≥ 90.0%
YTD Avg: 88.5%
Supplier Readiness
% of orders fulfilled without delay
85.2%
1.8%
vs last period
Target: ≥ 90.0%
YTD Avg: 83.7%
Profitability Drivers
Over Stocking
High ImpactValue of items over maximum threshold
$1.25M
$120K
vs last period
Target: ≤ $1M
Inventory Not Moved (18+ Months)
Medium ImpactValue of stagnant inventory ($)
$325K
$18K
vs last period
Target: ≤ $300K
Stock Out Rate by Category
Customer Feedback Response Time
Action Items
| Issue | KPI Affected | Priority | Assigned To | Due Date | Status | Action |
|---|---|---|---|---|---|---|
| High stock out rate for valves category | Stock Out Rate | High | John Smith | Mar 15, 2023 | In Progress | |
| Slow PR to PO conversion for instrumentation | PR to PO Conversion | Medium | Sarah Johnson | Mar 20, 2023 | Not Started | |
| Excessive inventory of pipe fittings | Over Stocking | Medium | Michael Brown | Mar 25, 2023 | In Progress |