Order Processing Accuracy – 40%

Service Standard:

Maintain at least 98% accuracy in processing and validating dealer spare parts orders, including correct part number confirmation and complete order documentation.

Measurement:

Error-free processed orders ÷ Total processed orders × 100



Backorder & Escalation Management – 25%

Service Standard:

100% documented follow-ups on backorder items within 24 hours of identification and resolution of dealer order escalations within 48 hours.

Measurement:

Timely backorder follow-ups ÷ Total backorders;

Escalations resolved within 48 hours ÷ Total escalations



Warehouse & Process Coordination – 20%

Service Standard:

Ensure at least 95% compliance with agreed order-to-dispatch timelines based on warehouse SLA reports and 100% adherence to documented order process flow.

Measurement:

Orders processed within SLA ÷ Total o...