Fulfillment Performance Summary
Order Accuracy
99.4% +0.4%
Target: 99%
Order Cycle Time
5.8 -1.2
Target: 7 hours
Cost per Order
$3.25 -$0.35
Target: $3.60
Perfect Order Rate
94.5% +1.5%
Target: 93%
Fulfillment Core Metrics
| Metric | Measurement | Target | Actual | Owner | Status |
|---|---|---|---|---|---|
|
Order Accuracy
% of orders fulfilled without errors
|
Percentage | ≥ 99% | 99.4% | QC Manager | Green |
|
Order Cycle Time
Hours from order to shipment
|
Hours | ≤ 7 | 5.8 | Operations Lead | Green |
|
Cost per Order
Total fulfillment cost ÷ orders
|
USD | ≤ $3.60 | $3.25 | Fulfillment Manager | Green |
|
Perfect Order Rate
% of orders with no issues
|
Percentage | ≥ 93% | 94.5% | Fulfillment Director | Green |
|
Units per Hour
Picking productivity rate
|
Units/Hour | ≥ 120 | 135 | Warehouse Supervisor | Green |
|
Return Rate
% of orders returned
|
Percentage | ≤ 2.5% | 2.8% | Customer Service | Yellow |
|
On-Time Shipping
% of orders shipped by cutoff
|
Percentage | ≥ 98% | 97.5% | Shipping Lead | Yellow |
|
Pack Station Utilization
% utilization of packing stations
|
Percentage | ≥ 85% | 88% | Operations Manager | Green |
Fulfillment Action Plan
! Reduce Return Rate (Current: 2.8% | Target: 2.5%)
- Implement enhanced quality checks at packing stations
- Review return reasons to identify patterns
- Improve product descriptions and imagery on website
- Train staff on proper packaging techniques
! Improve On-Time Shipping (Current: 97.5% | Target: 98%)
- Optimize staffing during peak hours
- Implement staggered break schedule
- Add two additional packing stations
- Review carrier pickup schedules
→ Automation Initiative
- Implement automated packing stations
- Introduce conveyor system for faster order movement
- Deploy warehouse management system for real-time tracking
EOS Implementation Guidelines
Weekly Cadence
Update every Monday at 10 AM. Review in Fulfillment Team Meeting.
Accountability
Each metric has a clear owner responsible for reporting and improvement.
Targets
Set quarterly targets aligned with company Rocks (e.g., "Reduce cost per order to $3.00").
Visual Management
Display fulfillment metrics on warehouse floor screens.
Fulfillment Focus Areas
Order Accuracy
Ensuring error-free order fulfillment
Speed & Efficiency
Reducing cycle time and costs
Customer Experience
Delivering perfect orders consistently
Process Optimization
Streamlining fulfillment workflows
Fulfillment Highlights
Cycle Time Improvement
Order cycle time reduced to 5.8 hours through process optimization and staff training.
Cost Reduction
Cost per order reduced by 10% through packaging optimization and efficiency gains.
Return Rate Focus
Return rate at 2.8%, slightly above target. Quality initiative launched to address.
Fulfillment Priorities
Return Reduction
Implement quality initiative to reduce returns by 20%
Shipping Excellence
Improve on-time shipping to 98% through process optimization
Automation Rollout
Deploy automated packing stations in Q3