Customer Service
- 21 Jun 2022
- 1 Minute to read
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Customer Service
- Updated on 21 Jun 2022
- 1 Minute to read
- Contributors
- Print
- DarkLight
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The Customer Service Level dashboard allows you to analyze delivery to customer’s request performance. Discover opportunities to improve your order fulfillment and on time delivery performance.
The following metrics are aimed at evaluating service level and can be obtained from Owl platform.
| Metrics | Definition | Calculation |
|---|---|---|
| Gross Sales (CAD) | Total money received from sales (CAD) | = [Shipped_Qty] * [List_Price] * MAX[Exchange_Rate] |
| # SOLines | Number of purchase orders lines | = COUNT [SO_LINE_KEY] |
| % Unit FillRate | Average percentage of sales orders lines shipped compared with total sales orders lines. | = DIVIDE ([Shipped Qty (% FillRate)] , [Ordered Qty]) |
| % Rev FillRate | Average percentage of gross shipped amount (CAD) compared with total gross order amount (CAD) | = DIVIDE ([Gross Sales (CAD)] , [Gross Order Amount (CAD)]) |
| % OTIF | Average percentage of sales orders lines delivered on time in full compared with total sales orders lines. | = DIVIDE ([# SOLines OTIF] , [# SO Lines]) |
| % Weighted OTIF | Average percentage of gross order amount on time in full (CAD) compared with total gross order amount (CAD). | = DIVIDE ([OTIF Gross Order Amount (CAD)] , [Gross Order Amount (CAD)] |
| % MTD Unit FillRate | Average percentage of sales orders lines shipped compared with total sales orders lines last month. | = CALCULATE ([% Unit FillRate] , DATESMTD ('Date'[Date])) |
| % MTD Rev FillRate | Average percentage of gross shipped amount (CAD) compared with total gross order amount (CAD) last month | = CALCULATE ([% Rev FillRate] , DATESMTD ('Date'[Date])) |
| % MTD OTIF | Average percentage of sales orders delivered on time in full compared with total sales orders lines last month. | = CALCULATE ([% OTIF] , DATESMTD ('Date'[Date])) |
| % Weighted OTIF | Average percentage of gross order amount on time in full (CAD) compared with total gross order amount (CAD) last month. | = CALCULATE ([% Weighted OTIF] , DATESMTD ('Date'[Date])) |
