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[Music] in this video I'm going to explain fillrate metrics and a related metric called oti F or on time in full these metrics can be used to measure the level of customer satisfaction from an order fulfillment point of view there are multiple ways to calculate these metrics depending on which point of view you're trying to measure and the level at which data is stored in your computer system I'll explain what this means along the way fill rate is a metric which calculates the percentage of customer orders that a company successfully ships for example suppose you have 10 customers and they each order five bottles of hand lotion from your website you happen to have 57 bottles of this particular hand lotion in stock and you ship five of them to each of these ten customers the order fill rate is ten orders shipped complete divided by a total of ten orders or one hundred percent now suppose customer number eleven comes along and orders nine bottles of this lotion you have seven left in stock after fulfilling the orders of the first ten customers you ship those seven to customer number eleven and the remaining two bottles are placed on the backorder list to show that you still owe that customer two bottles of lotion in order to complete their order the order fill rate is now ten orders shipped complete divided by a total of eleven orders or ninety point nine percent a fill rate is measured over a specified period of time for example a company may choose to calculate its fill rate monthly quarterly or yearly with data being so readily available I've also monitored fill rates on a daily basis this is possible as long as your data set doesn't become so large that it slows down the tool you use to view the metric for the dashboard on the screen I have daily fill rates showing in the larger charts and I have year-to-date fill rates summaries in the dials on the right you may notice that I have two different fill rate definitions showing on the screen this company sells its products in both single units and cases for the order fill rate shown in grey whether the customer ordered one unit or one case their order counts as one data point in calculating the fill rate suppose customer a orders one bottle of shampoo and customer B orders a case of 12 bottles of shampoo each of these customers counts as one order and we calculate the fill rate as we did previously ie the fill rate is the number of orders shipped to complete divided by the total number of orders the red chart is showing a volume fill rate for this fill rate it matters whether the customer ordered a single unit or a case suppose again customer a orders one bottle of shampoo and customer B orders a case of 12 bottles of shampoo you...