Highcountry.com is an Internet retailer of sporting good products. Customers order sporting goods from the company, using an online catalog. The company processes these orders and delivers the requested product from the company’s warehouse. The company wants to provide customers with an excellent purchase experience in order to expand the business with favorable word-of-mouth and to drive repeat business. To help monitor performance, the company developed a set of performance measures for its order placement and delivery process.
Average computer response time to customer “clicks”
Dollar amount of returned goods
Elapsed time between customer order and product delivery
Maintenance dollars divided by hardware investment
Number of customer complaints divided by the number of orders
Number of misfilled orders
Number of orders per warehouse employee
Number of page faults or errors due to software programming errors
Server (computer) downtime
System capacity divided by customer demands
Training dollars per programmer
Identify the input and output measures related to the order placement and delivery process.