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A Note on Performance Metrics

As a result of GSA Global Supply’s transition from a business model focused on distribution centers to one that is reliant on vendors for direct delivery to customers, GSA has revised its metrics for ensuring customer service levels are appropriate.  As one example, GSA has begun tracking data that indicates Orders Shipped Late vs. Orders Shipped On Time.

Given the size and scope of the GSA Global Supply program, it’s safe to say that contract terms vary and even the methods used to convey purchase orders to vendors can vary.  As the metrics and tools mature, it will be possible to look more closely at performance and implement strategies to improve it.

In the meantime, this high-level data is included in periodic management reviews and the details are made available to GSA’s acquisition centers so that individuals there can provide appropriate follow-up or training or take any remedial steps necessary.



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