FRAMEWORK FOR MEASURING ON-TIME DELIVERY

PERFORMANCE IN PROCESS ORGANIZATION: A CASE

STUDY

Name of Student : Gurwinder Singh (1452739)

Deptt. : Industrial
Guide : Harwinder Singh
Mode of Study : F. Time

ABSTRACT

On-time delivery of product to the customer is a major concern to increase the customer satisfaction
and make the better goodwill of the company. The product life of the products in ABC organization is
less than three or four days therefore measurement of on-time delivery performance of products is
important. In this framework, the following factors like delivery correctness, delivery precision,
delivery completeness for measuring the on-time delivery performance of finished products has been
considered. This research work is aimed to develop a logical framework to provide the measurement of
delivery performance to meet the customer expectations. Analytical Hierarchy Process (AHP) is used
for measurement of delivery performance and Ishikawa diagram has been drawn to find the bottleneck
of low delivery performance products. It has been found that product paneer of 5kg has the highest
delivery performance followed by special lassi with delivery performance 0.844 and curd 150gm has
delivery performance 0.844. The products Special Lassi, Curd 150gm, Paneer 200gm, Milk Full Cream
1/2 liter, Milk Tea Special1/2 liter are highlighted which have low delivery performance than other
products of the organization. The low delivery performance products are needed more attention to
minimize the bottleneck to increase the delivery performance.