ICI Plastics set up their own measurement system to measure their “In Full On Time” philosophy. This is now a combination of manual and automatic recording. Over the three years customer service has been monitored, performance has improved as a result of being able to identify the cause of low service levels.
Livingstone, G. (1992), "Measuring Customer Service in Distribution", International Journal of Physical Distribution & Logistics Management, Vol. 22 No. 6, pp. 4-6. https://doi.org/10.1108/EUM0000000000415
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