Service reliability is a firm’s ability to perform all
order
-
related activities and provide critical info
•
Service reliability involves a combination of logistics
attributes beyond simply availability and operational
performance. For example:
–
Damage free
measures how many shipments arrive without
damaged products
–
Error
-
free invoices
measures what percentage of invoices
contain no errors
–
Shipment matches
order measures how many shipments
contain the exact amount of product ordered
–
Shipped to correct location
measures how many shipments are
made to the customer’s selected location
•
Plus a capability and willingness to provide customers with
accurate information regarding operations and order status