The scoreboard, and what is not on it. The hard targets, how often each is actually
looked at, and the quiet signals that never reach a dashboard.
On-Time In-Full (OTIF) Rate for Assigned Workstreams
This measures the percentage of orders you're responsible for that arrive at the customer's location on time and with all the correct items and quantities. It's the gold standard for delivery.
Target · >98% consistently If you own the 'Express Delivery' workstream, you'll ensure 98% of those orders hit their delivery window with no missing items. Missing this means unhappy customers and potential refunds.
Exception Reduction Rate
This tracks how many delivery issues (like damaged goods, customs holds, wrong addresses) you've managed to reduce through process improvements. Less exceptions means less firefighting for everyone.
Target · Reduce by 15% quarter-over-quarter for your workstreams After implementing a new pre-shipment checklist for international orders, you've seen a 20% drop in customs delays for those shipments compared to the previous quarter. That's real impact.
Cost Per Delivery (CPD) Optimisation
This looks at the average cost to deliver a single order within your assigned areas. You'll be expected to find ways to bring this down without sacrificing service quality.
Target · Identify and implement initiatives saving 5% annually By renegotiating terms with a specific regional carrier or optimising their routing, you've managed to reduce the CPD for deliveries to Scotland by £0.15 per parcel.
Carrier Performance Scorecard Improvement
You'll be responsible for specific carrier relationships. This metric tracks how those carriers perform against agreed SLAs, and you'll be expected to drive improvements.
Target · Improve average carrier score by 10% for your assigned carriers Your assigned carrier 'Speedy Deliveries' was at 85% on-time performance. After your regular performance reviews and issue resolution, they're now consistently hitting 93%.
Process Documentation & Standardisation
This is about how well you capture and formalise the 'best way' to do things, making sure everyone follows the same, most efficient steps. It's not glamorous, but it's essential.
- Clear, up-to-date SOPs (Standard Operating Procedures) for your workstreams
- new team members can follow your documentation with minimal questions
- processes are regularly reviewed and updated based on feedback.
Cross-functional Collaboration & Problem Solving
You'll need to work with other teams to solve problems. This measures how effectively you can get them on board, share information, and drive solutions for complex issues that cross departmental lines.
- You're regularly invited to meetings with Sales or Warehouse teams to help solve tricky delivery issues
- other departments proactively come to you for advice on delivery challenges
- you can point to specific examples where you've brought teams together to fix a recurring problem.
Mentorship & Knowledge Sharing
While you don't have direct reports, you're a senior member of the team. We expect you to help less experienced colleagues grow, share your knowledge, and generally make the team smarter.
- Junior team members regularly seek your advice
- you've led training sessions on new processes or tools
- you actively participate in code reviews or process walkthroughs for others
- new hires get up to speed faster with your guidance.
Proactive Issue Identification
Instead of just reacting to problems, you'll be expected to spot potential issues before they blow up. This means looking at data, anticipating risks, and raising flags early.
- You regularly bring potential problems (e.g., upcoming carrier capacity crunch, seasonal demand spikes) to your manager's attention with proposed solutions
- you've implemented monitoring that catches issues before they impact customers
- you're not just fixing fires, you're preventing them.
