Delivery SLA Dashboard

Context sets the bar: large parcel networks run 95–98% against published standards; same-day and windowed delivery typically targets 95%+ on the window; B2B contract SLAs commonly set 95–98% with credits below threshold; and retailer compliance programs (OTIF regimes) often demand similar with chargebacks. More useful than the absolute: your trend, and your distance from the promise you advertise. An operation promising aggressive windows at 88% is writing checks its routes can't cash — the fix is either execution or honest promises, and the dashboard tells you which.

Not in the percentage — a customer who reschedules or can't receive hasn't experienced a broken promise — but they should absolutely be logged. The pattern still matters operationally (areas with chronic access problems, customers who habitually reschedule COD orders), and in B2B the exclusion needs evidence: SLA credit disputes turn on documented cause, and 'customer-caused, logged at the time, with the note' is the difference between an excluded breach and a paid credit. The discipline is logging the cause contemporaneously, not reconstructing it at month-end review.

In rough order for typical operations: route overruns (too many stops for the window structure — a planning problem), late upstream handovers (the warehouse or linehaul delivered the route late — a cutoff problem), address and access failures (bad data, missing instructions), traffic and weather (partially plannable via buffers), and vehicle issues (a maintenance program problem). The point of the cause column is that each has a different owner and fix — aggregate 'we were late more this month' is unactionable, but 'handover-caused breaches doubled' walks straight into a specific meeting with a specific ask.

B2B logistics contracts commonly define an on-time threshold (say 96% monthly), a measurement method (against booked windows, exclusions defined), and a credit schedule below it (a percentage of the month's fees, scaling with the miss). Retailer compliance programs invert it as chargebacks per late/incomplete PO. Two practical implications: the measurement definition is worth negotiating as hard as the threshold (what's excluded, who's clock is authoritative), and your own contemporaneous log is your evidence in disputes — operations that rely on the counterparty's numbers pay the counterparty's version of the bill.