Shipping& Mailing: In Search of the Perfect Order

She pointed out that process measures are usually company-wide or customer-focused, cross-functional in nature and sometimes cross-company. Catalogers, she said, should measure the “total effect” of a process and drive overall optimization of costs and customer satisfaction.

The perfect order index, as she referred to it, consists of four measures:
- shipping on time;
- shipping orders complete;
- shipping orders damage-free; and
- providing the correct invoice