Key Performance Indicators (KPIs)

April 2017

Customer Complaint Closure Time (Days) 13
Animal Quality 98.07%
On Time To Receipt (OTTR) 90.52%
Order Placement Accuracy 99.96%
Order Fulfillment Accuracy 99.81%
Invoice accuracy 99.78%
Corrective action closure (days)
The average number of days required to complete an investigation, implement corrective action, and close with a customer communication, upon receipt of a customer complaint.

Animal quality
A quality measure of the number of animals free from defects as assessed at receipt by the customer.

On Time to Request
The percentage of animal shipments that are not delayed, negotiated or cancelled.

Order Placement Accuracy
The percentage of orders which are captured and entered 100% accurately per the customer's need.

Order Fulfillment Accuracy
The percentage of orders which are filled 100% accurately per the customer's need.

Invoice accuracy
The percentage of invoices 100% accurate including pricing, customer data, PO numbers, and all other relevant data.