Posted inCustomer / Manufacturing / Production / Sales

Defect goods on delivery

Definition of this KPI:
Percentage of delivered or installed goods that are defective on arrival, including the problems that occur within the first 90 days of operation.


  • This KPI can be calculated as: (Number of defects / total delivered or installed) * 100%
  • The KPI will be measured as: percentage (%)
  • How to interpret the KPI: lower is better
  • The strategic objective to measure with this KPI: More reliable products, Lower aftersales costs, Higher customer satisfaction

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