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Service
Supply Chain Metrics
The
metrics and frameworks employed by PMG are key performance indicators
for helping you prioritize and focus your improvement opportunities.
The Service Supply Chain Performance Scorecard draws upon
PRTM’s supply chain thought leadership and the combined benchmarking
expertise of PRTM and PMG, developed over the past 12 years. PRTM was
instrumental
in the development of a reference model that captures this expanded view
of operations. The Supply
Chain Operations Reference-model (SCOR) is recognized by the 800 member
companies of the Supply-Chain Council as an effective “toolkit” for companies
wanting to upgrade their supply chains for strategic advantage.
The Service Supply Chain Performance Scorecard employs the following metrics:
Service Environment
- Products serviced
- % repaired internally
vs. 3rd party
- Warranty period
by product category
- % of units associated with uplifted and contracted warranties
- # of units in
install base
Financial Performance
- Total $ value
of install base
- Services revenue
Service Costs
- Repair
- Materials
- Scrap
- General overhead
and facilities
- Freights and duties
Spares Inventory
- $ value by stocking
location
- $ value by warranty
install base value
- Spares inventory
write-off rules
- Record inventory
accuracy
Delivery Performance
- % of spare parts
delivered on-time to warranty/service level agreements (SLA), both
internal and external
- % of spare parts
delivered not delivered in perfect condition
- Field service
and depots performance to SLA for both factory and uplifted and contracted
warranty items
Fill Rate Performance
- Global fill rate
- Regional fill
rate
- Local fill rate
- No trouble found
(units and spares)
Cycle Time
- Parts return and
recovery cycle time
Forecast Accuracy
Related
PRTM articles
New
book on the latest supply chain management strategies
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Related
PRTM services
> Visit PRTM's
web site
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Report:
The Service Supply
Chain: An Untapped Opportunity
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