DIFOT and OTIF share a formula. The measurement rules behind them can swing the same performance by ten points. The five decisions that decide your score, and where customer-experience scorecards are taking this.
Once the main production line broke down in a factory, this line was very essential to the company’s revenue. The managers and engineers in charge couldn’t get the machine on the production line to work again. Finally after giving up, the management agreed to call in an old man who was known to have…