Capacity to have inventoried when desired by a customer availability based on 3 performance measures:
i)Stock out frequency-probability a firm will not have inventory available to meet customer order
ii)Fill rate-out of stock does not affect service performance until customer demand a product
iii)Order ship complete-the most exacting measure of performance in product availability.Failure to provide even 1 item on customer order results in order being recorded as zero in terms of complete shipment
OPERATIONAL PERFORMANCE
SPEED-Performance cycle speed is the elapsed time from when a customer establishes need to order until the product is deliver and ready for customer use
CONSISTENCY-Is measured by the number of times that actual cycles need the time plan for completion.Speed of service is very important
FLEXIBILITY-Involve firms ability to accommodate special situation/unexpected customer request
MALFUNCTION RECOVERY-Continuous performance of service commitment on a day-in,day-out basis is a difficult task.It refer to the warranty
SERVICE RELIABILITY
*Combine attributes of logistics and concern a firms ability to perform all order-related activities
*Attribute of reliability may mean that shipment arrive damage-free,error free,correct location, amount of product included shipment
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