Order Management Dashboard

SLA Compliance, Promise Date & On-Time Performance – MedSupply Direct

Last Updated

Dec 18, 2024 • 14:30 EST

On-Time to Promise

89.2%

↓ 1.4% vs Last Week

Late Orders

1,840

↑ 120 vs Last Week

Avg Days Late

1.6

→ 0.0 vs Last Week

SLA Penalty Exposure

$180K

Q3 Total

Carrier Handoff Delay

4.2h

↑ 0.3h vs Target

Cutoff Miss Rate

14%

Same-Day Program

On-Time to Promise Rate – 12 Week Trend

Goal: Raise from 89% to 94% | Current: 89.2%

Late Order Root Cause Breakdown

1,840 Late Orders – Last 30 Days

On-Time Rate by Customer Tier

Gold 92% • Silver 88% • Bronze 84%

Recent Late Orders – Critical SLA Accounts

Showing 10 of 1,840 late orders

Order ID	Customer	Tier	Promise Date	Ship Date	Days Late	Root Cause	Penalty
ORD-48291	Cedar Sinai Medical	Gold	Dec 12	Dec 15	3	Inventory Delay	$4,200
ORD-48204	Memorial Hospital	Silver	Dec 13	Dec 15	2	Carrier Handoff	$1,800
ORD-48156	County General	Bronze	Dec 14	Dec 15	1	Cutoff Miss	$0
ORD-47982	Providence Health	Gold	Dec 11	Dec 14	3	Warehouse Delay	$4,200
ORD-47834	St. Mary's Clinic	Silver	Dec 12	Dec 14	2	Carrier Handoff	$1,800
ORD-47721	Regional Med Center	Gold	Dec 13	Dec 15	2	Pack Station Backup	$2,800
ORD-47612	Community Hospital	Bronze	Dec 14	Dec 15	1	Promise Slip	$0
ORD-47503	University Medical	Gold	Dec 10	Dec 14	4	Inventory Delay	$5,600
ORD-47394	North Shore Clinic	Silver	Dec 13	Dec 15	2	Carrier Handoff	$1,800
ORD-47281	Westside Medical	Bronze	Dec 14	Dec 15	1	Cutoff Miss	$0

Cutoff Miss Rate

Same-Day Program

14%

Target: <5%

Late Order Recovery

Expedited Ship

23%

421 of 1,840 recovered

Regional Promise Index

Performance Score

Northeast 94%

Midwest 91%

South 87%

West 84%

Critical Late Orders – Last 7 Days

Orders >2 days late with high penalty exposure

Carrier Handoff Delay

Hours Post-Pack to Pickup

4.2h

Target: 3.0h | Gap drives 31% of late orders

FedEx Priority 3.8h

UPS Ground 5.2h

USPS Express 3.4h

Regional Carrier 4.9h

Promise Engine Rules: v3.8.2 | Last Sync: 14:25 EST

Data Source: OMS Promise Date Engine, Ship Confirm Timestamps, Carrier Pickup Scans