SLA Management

Service-level targets and team productivity across the operation

SLA Adherence83%

Met10

At Risk1

Breached1

ProcessStatus

				Attainment
Dock turnaround	inbound	≤ 4hrs	3.6hrs	111%	42	Inbound Ops	Confirmed
Gate-in to receiving	inbound	≤ 2hrs	2.3hrs	87%	42	Gate Team	Rejected
Receiving to GRN posted	inbound	≤ 8hrs	7.1hrs	113%	10	Stores	Confirmed
QC decision time	quality	≤ 6hrs	5.4hrs	111%	12	Quality	Confirmed
GRN rejection rate	quality	≤ 2%	1.4%	143%	0	Quality	Confirmed
QC hold ageing	quality	≤ 12hrs	9hrs	133%	12	Quality	Confirmed
Request to plan confirmed	outbound	≤ 6hrs	5.2hrs	115%	30	Planning	Confirmed
Loading time	outbound	≤ 3hrs	2.8hrs	107%	10	Loading Bay	Confirmed
On-time delivery	outbound	≥ 95%	96%	101%	20	Transport	Confirmed
E-way bill before gate-out	outbound	≥ 100%	98.5%	99%	10	Dispatch	Pending Review
Put-away completion	warehouse	≤ 6hrs	5.7hrs	105%	24	Warehouse	Confirmed
Inventory accuracy	warehouse	≥ 99%	99.2%	100%	200	Warehouse	Confirmed

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