The Games We Play With On-Time Delivery Metrics

Mark discusses how companies develop On-Time Delivery KPIs (OTD) that do not reflect the customer's needs. Learn how Mark calls these “Watermelon KPIs” – GREEN on the outside and RED on the inside. Do your OTD metrics truly drive customer satisfaction?
00:42 The Importance of Lead Time
02:04 Watermelon KPIs Explained
03:29 Customer Perspective on On Time Delivery
05:07 Common Misconceptions and Examples
11:10 Mindset and Cultural Views on Delivery