Evidence status: Identity anonymised. Every published number is valid and has been checked against its approved source, period, baseline and context.
Challenge
A headline OTIF score can remain stable while customer promises change repeatedly, orders require manual intervention and the internal measure stops before confirmed delivery.
Diagnosis
Reconstruct requirement, commitment, promise change, shipment, delivery confirmation and exception handling as one event sequence. Then test which date and event the organisation uses as success.
Rebuild
Agree a service definition, preserve the original and changed promises, show exceptions before failure and assign ownership for each decision point.
Questions for the reader
- Does the measure stop at despatch or confirmed delivery?
- How many promise changes occur before a line scores on time?
- Which exceptions were imported and which were created internally?
- What management effort is invisible in the score?