| Customer Service | On-Time, In-Full Delivery | Percentage of customer orders delivered by the confirmed date and in the confirmed quantity. | At least 95% | Below 90% for two consecutive periods | Supply Chain Director | Monthly | Perform root-cause analysis and approve a corrective action plan with named owners and deadlines. |
| Demand Planning | Forecast Accuracy | Forecast accuracy measured using weighted absolute percentage error at the agreed planning horizon. | At least 80% at four weeks | Below 70% for two consecutive cycles | Demand Planning Manager | Monthly | Review demand assumptions, promotional effects, market signals, and forecast bias. |
| Inventory Control | Inventory Record Accuracy | Percentage of sampled inventory records that match the physically verified quantity within the approved tolerance. | At least 98% | Below 95% or repeated unexplained variances | Warehouse Manager | Weekly and monthly | Increase cycle counts, investigate transaction errors, and reconcile inventory adjustments. |
| Working Capital | Days of Inventory on Hand | Average inventory value divided by the relevant cost of sales, multiplied by the number of days in the period. | Within approved category-specific budget | More than 10% above budget | Finance Business Partner | Monthly | Review excess, obsolete, safety-stock, and replenishment parameters. |
| Supplier Governance | Supplier Corrective Action Closure | Percentage of approved supplier corrective actions closed and verified by the agreed due date. | At least 95% on time | Any critical action overdue by more than 30 days | Supplier Quality Manager | Monthly | Escalate the supplier, validate containment, and determine whether sourcing diversification is required. |
| Supply Continuity | Critical Supplier Risk Assessment Coverage | Percentage of critical suppliers with a current assessment covering financial, operational, geographic, cyber, and compliance risks. | 100% annually | Any critical supplier without a current assessment | Chief Procurement Officer | Quarterly and annually | Complete the assessment, document mitigation plans, and assign an executive risk owner. |
| Resilience | Business Continuity Test Completion | Percentage of high-impact supply chain processes with a tested continuity or recovery plan. | At least 90% annually | A high-impact process fails or lacks a tested plan | Business Continuity Lead | Quarterly | Run a scenario exercise, record recovery gaps, and fund remediation according to risk priority. |
| Quality and Compliance | Nonconformance Rate | Number of accepted units or deliveries with verified quality nonconformances divided by total accepted units or deliveries. | Below 1.0% | Above 2.0% or any critical defect | Quality Director | Monthly | Contain affected material, complete corrective action, and confirm effectiveness through follow-up verification. |
| Logistics Cost | Freight Cost per Shipment | Total transportation cost divided by the number of completed shipments, tracked by lane and mode. | Within approved budget | More than 8% above budget | Logistics Manager | Monthly | Review carrier performance, mode selection, shipment consolidation, and accessorial charges. |
| Data Governance | Master Data Completeness | Percentage of active items, suppliers, and locations containing all mandatory planning and execution fields. | At least 99% | Below 97% or repeated planning errors | Data Governance Manager | Monthly | Correct missing or invalid records, strengthen validation rules, and assign data ownership. |
| Cyber and Technology Risk | Critical System Patch Compliance | Percentage of critical supply chain applications and connected assets patched within the approved security window. | At least 95% within 30 days | Any critical vulnerability outside the approved window | Chief Information Security Officer | Monthly | Apply compensating controls, document exceptions, and escalate unresolved vulnerabilities. |
| Accountability | Action Closure Rate | Percentage of governance actions completed by the agreed due date and supported by documented evidence. | At least 90% | Below 85% for two consecutive reviews | Supply Chain Governance Office | Monthly | Escalate overdue actions, reassign ownership where necessary, and report unresolved issues to the steering committee. |
| Executive Oversight | Risk Decision Documentation | Percentage of material supply chain risks with a documented decision, risk owner, treatment plan, and review date. | 100% | Any material risk without an approved decision | Supply Chain Steering Committee | Quarterly | Record the decision in the risk register and confirm funding, ownership, and escalation thresholds. |