KPI and controls · Supply chain compliance scorecard

On-time / in-full (OTIF)

On-time/in-full delivery performance by retailer and ship point. Measures whether orders arrive within the retailer’s window and in the quantities ordered.

Practices

• Segment by DC, carrier lane, and product family to find systemic delay or short-ship drivers.
• Tie improvements back to routing guide compliance and inventory positioning.

Chargeback rate (CHARGEBACK_RATE)

Reduced fines and deductions through preventive controls - tracking dollars and count of deductions as a share of sales.

Practices

• Categorize by reason code (ASN, label, routing, timing) and close the loop with warehouse and transportation owners.
• Target zero repeat issues on the same root cause within a rolling 90-day window.

Document accuracy (DOCUMENT_ACCURACY)

Alignment across documentation, EDI, and execution records - invoice, ASN, BOL, and packing list must reconcile.

Practices

• Automated reconciliation checks between shipped quantity, ASN, and invoice.
• Audit samples before peak seasons and assortment changes.

Retailer SLA (RETAILER_SLA)

Sustained compliance against contracted service levels: fill rate targets, response times, and operational scorecard thresholds.

Practices

• Map each SLA to an internal owner and measurement source.
• Review breaches in the same forum as chargebacks to avoid siloed fixes.

How the scorecard is used

• Executive view: trend by retailer and enterprise roll-up.
• Operational view: drill-down to lane, SKU, and DC for corrective action.
• Feeds Phase 3 governance meetings and retailer QBRs.