Shaped Up, Shipped Out

But all the changes would prove to be valuable investments. The company's call abandonment rate was 3.8 percent for fiscal 2001, ended June 2001. In comparison, that figure dropped to 1.9 percent for fiscal 2005. Even more striking was J&L's error rate in fulfillment, which was 6,000 to 8,000 for that year, compared to just 175 to 200 last year. And the company's fill rate was just 78 percent back then compared to 96.4 percent last year. For fiscal '01, sales had fallen 9.6 percent over the prior year.