# Viamed Operational Throughput Reporting Methodology ## Rolling Task ID: 649 ## Document Version: 1.0 ## Created: 12 May 2026 ## Owner: Derek Lamb ## Review Frequency: Monthly --- # 1. Purpose This document defines the standard methodology used to generate the monthly: # Operational Throughput & Fulfilment Report The purpose of the report is to: - Monitor operational throughput - Track order fulfilment performance - Monitor dispatch responsiveness - Identify operational bottlenecks - Track staffing workload - Monitor courier usage - Identify operational quality issues - Support ISO management review - Support NHS operational resilience evidence - Create long-term operational trend analysis The report is intended to provide management-level operational intelligence rather than individual employee performance scoring. --- # 2. Reporting Frequency The report is generated: - Monthly - Normally during the first 2 weeks of the following month - Attached to Rolling Task ID 649 --- # 3. Data Sources The following internal reports are used to generate the monthly operational report. --- ## 3.1 Employee Contracted Hours Report - Admin Employee Times per Company Report ### Purpose Used to calculate: - staffing capacity - total weekly operational hours - effective Full Time Equivalent (FTE) ### Key Metrics - Weekly contracted hours - Effective FTE ### Notes FTE is calculated using: - 40 hours = 1 FTE Example: 587 hours / 40 = 14.675 FTE --- ## 3.2 Order Entry Report - Order Processing Reports - Select Company - Set Dates : ### Purpose Used to measure: - operational order throughput - workload distribution - customer communication activity ### Key Metrics - Orders Created - Orders Modified - Orders Checked - Customer Confirmations Sent - Quotes Sent - Proformas Sent - Delivery Notifications Sent - Invoices Created - Invoices Emailed ### Notes The report is normally generated: - grouped by employee - for the previous month --- ## 3.3 Days To Ship Against Due Date Report ### Purpose Measures operational dispatch responsiveness. ### Key Metrics - Same Day Dispatch % - Next Day Dispatch % - 3–7 Day Dispatch % - More Than 7 Day Dispatch % ### Important Notes Current system limitations may cause: - partially fulfilled orders - supplier backorders - delayed line items to incorrectly place an entire order into the: - "More Than 7 Days" category This limitation must be acknowledged in the monthly report until line-level fulfilment logic is implemented. --- ## 3.4 Shipper Statistics Report ### Purpose Tracks: - courier usage - operational shipping distribution - courier dependency ### Key Metrics - Shipments by courier - Monthly courier totals - Courier dependency percentage ### Important Notes UPS usage is typically above 90% of all shipments. Operational dependency on a single courier should be monitored. --- ## 3.5 Open Orders For Editing Report ### (Operational Change / Error Tracking) ### Purpose Measures: - operational quality - customer-driven changes - internal input errors - system/layout issues - normal operational adjustments ### Categories #### Customer Update Examples: - Customer Order Changed - Customer Updated Order - Customer Provided PO #### Input Error Examples: - Address Amendment - Order Entry Error - Incorrect information #### Layout Error Examples: - Layout Error #### Normal Process Update Examples: - Updated Due Date - Updated Carriage - Updated Priority - Updated Inco Terms --- # 4. KPI Definitions --- ## Same Day Dispatch Order checked and delivery notification generated on the same working day. --- ## Next Day Dispatch Delivery notification generated the next working day after order checking. --- ## More Than 7 Days Orders taking longer than 7 days between: - order checking and - delivery notification ### Important This figure may currently include: - partial shipments - supplier backorders - delayed individual order lines --- ## Effective Full Time Equivalent (FTE) Calculated as: ```text Total Weekly Contracted Hours / 40 ``` --- ## Orders Per FTE Calculated as: ```text Total Orders / Effective FTE ``` --- ## Input Error An operational correction caused by: - data entry mistakes - missing information - incorrect order processing These are used as operational quality indicators only. --- ## Customer Update Changes initiated externally by: - customer requests - updated purchase orders - revised requirements These are NOT counted as operational failures. --- # 5. Monthly Data Collection Procedure --- ## STEP 1 — Employee Contracted Hours Run: - Employee Contracted Hours Report Record: - total hours - individual employee hours - effective FTE --- ## STEP 2 — Order Entry Report Run: - Order Entry Report - Previous Month - Summarised By Employee Copy: - Orders Created - Orders Modified - Orders Checked - Customer Confirmations - Quotes - Proformas - Delivery Notifications - Invoices Created - Invoices Emailed --- ## STEP 3 — Days To Ship Against Due Date Run: - Days To Ship Against Due Date Report - Previous Month Copy: - Same Day % - Next Day % - 3–7 Day % - More Than 7 Day % Add commentary regarding: - supplier delays - holidays - operational anomalies - system limitations --- ## STEP 4 — Shipper Statistics Run: - Shipper Statistics Report Record: - courier totals - courier percentages - operational dependency observations --- ## STEP 5 — Open Orders For Editing Report Run: - Open Orders For Editing Report - Previous Month Record totals for: - Customer Updates - Input Errors - Layout Errors - Normal Process Updates Identify: - unusual spikes - recurring operational issues - supplier-related updates - due date changes --- ## STEP 6 — Historical Commentary Review: - previous Task 649 history notes Add: - operational observations - trend commentary - supplier concerns - staffing observations - system issues - operational improvements --- # 6. Required Monthly Commentary Each monthly report should contain brief commentary covering: - overall operational performance - same/next day performance - supplier impacts - staffing impacts - holiday impacts - warehouse disruptions - unusual operational events - system/reporting issues --- # 7. Trend Analysis Requirements The following should be monitored month-to-month: | KPI | Monitor | |---|---| | Same/Next Day Dispatch % | Operational responsiveness | | More Than 7 Days % | Backlog risk | | Input Errors | Operational quality | | Customer Updates | External instability | | Updated Due Dates | Supplier / stock pressure | | Courier Dependency | Operational resilience | | Orders Per FTE | Capacity utilisation | --- # 8. Operational Intelligence Rules The report is intended to: - identify trends - identify operational risks - support planning - support continuous improvement The report must NOT: - be used as simplistic employee league tables - be used without operational context - ignore order complexity differences Operational complexity varies significantly between: - exports - repairs - technical products - customer requirements - supplier coordination --- # 9. Known System Limitations --- ## 9.1 Line-Level Fulfilment Visibility Current reporting is primarily: - order-header based This may incorrectly inflate: - 7+ day figures - operational backlog metrics Future development should include: - line-level fulfilment tracking - supplier delay separation - internal delay separation --- ## 9.2 Weekend Distortion Friday-to-Monday processing may: - artificially appear as 3–4 day delays Weekend logic should always be considered during interpretation. --- # 10. Recommended Future Improvements Recommended future additions include: - line-level shipment tracking - supplier delay classification - average dispatch days - median dispatch days - first shipment vs final fulfilment - operational delay root cause analysis - staffing resilience indicators - warehouse throughput trend graphs - automated dashboard generation --- # 11. Document Control | Item | Value | |---|---| | Document Owner | Derek Lamb | | Task Reference | Rolling Task 649 | | Review Frequency | Monthly | | Current Version | 1.0 | | Last Updated | 12 May 2026 | --- # End of Document