Leading adhesive tape supplier Parafix has improved its on-time delivery service by 30% as part of a programme of Key Performance Indicator (KPI) measures.
Parafix has spent the last two years working through a successful business improvement model known internally as the KPI tree. The KPI tree focuses on numerical expressions or measurements of performance and provides a crucial link between Parafix’s corporate objectives and the company’s commercial achievements.
The KPI tree is highly visible at the company’s Lancing base and results are reviewed on a monthly basis. Among the KPI measures is the firm’s on-time delivery service which had dipped to around 65%. However, as a result of focussed attention within the company, delivery times have been at around 93% for the last 12 months.
Maintaining customer satisfaction is an on-going process especially where our typical customer has a niche product manufactured for them.
Mike Punter, Managing Director of Parafix, said: “We have achieved this high level through only promising what we can achieve and by sticking to the now improved production plan. We have also retained the ability to respond to urgent customer demands, even at an additional cost to the customer for out of schedule work.”
“Our KPI business improvement techniques are a challenge to our staff but they respond in the knowledge that our level of service is genuinely appreciated by our customers.”