| Indicator |
Method of KPI calculation |
Target KPI value |
| 1. Timeliness of the warehouse operator services, % |
K
T
i
m
e
=
∑
i
=
1
n
Q
T
i
m
e
∑
i
=
1
n
Q
T
o
t
a
l
*
100
%
Q
T
i
m
e
– volume of each provided service type within the specified time frame;
Q
T
o
t
a
l
– total volume of provided services;n – number of provided service types |
100% |
| 2. Completeness of the warehouse operator services, % |
K
C
o
m
p
l
=
∑
i
=
1
n
Q
C
o
m
p
l
∑
i
=
1
n
Q
P
l
a
n
*
100
%
Q
C
o
m
p
l
– volume of each type services actually provided;
Q
P
l
a
n
– planned volume of each type services provided (volume of services under the contract);n – number of provided service types |
100% |
| 3. The customer satisfaction level with the warehouse operator services quality |
S
L
=
∑
i
=
1
n
(
S
L
i
a
c
t
u
a
l
-
S
L
i
e
x
p
e
c
t
)
n
S
L
i
a
c
t
u
a
l
– actual satisfaction level with the service;
S
L
i
e
x
p
e
c
t
– expected satisfaction level with the service;n – number of criteria. |
≥ 0 |
| 4. Cost-effective provision of services by the warehouse operator |
K
e
f
f
e
c
t
i
v
e
=
∑
i
=
1
n
C
a
c
t
u
a
l
∑
i
=
1
n
C
p
l
a
n
n
e
d
*
100
%
,где
C
a
c
t
u
a
l
– actual costs for each service type;
C
p
l
a
n
n
e
d
– planned costs for each service type (the amount of planned funding);n – number of provided service types |
≤ 100% |
